Driving Innovation & Performance In Customer & User Service

A two-day conference in Canberra specially designed for Government Contact Centres to enhance their current procedures for operational excellence.


21 - 22 March 2018 | Canberra
Digital transformation and Disruption is impacting all facets of Government and private sector business alike.  Despite this, over 320 million transactions with Government agencies are completed through non-digital channels.  
Customer sophistication around technology is increasing, with the majority of the population preferring an online/non physical relationship to complete their transactions. However, simply being online isn't enough anymore – Government needs to enhance their user and customer experience.
The Government Contact Centre 2018, is a two-day conference in Canberra specially designed for Government Contact Centres to enhance their current procedures for operational excellence. Bringing together heads of contact centres, customer service and CX/UX designers to explore technological advancements, data and analytics strategies, and to transform workplace culture to embrace digital disruption.
We invite you to look into re-inventing your customer service to engage millennials, mastering omni-channels to enhance user and customer experience, applying UX data results to efficiently allocate budgets and enhancing workplace performance.

Government Contact Centre 2018 Workshop

Post-Conference Workshop, Friday,23rd March 2018, 9am-5pm

Transform Your Contact Centre Through Effective Leadership And Service Excellence
Are you looking to boost your team’s performance and enhance your customer service? Then this workshop is for YOU!
Attend this workshop to enhance your contact centre’s operational excellence through effective leadership strategies and employing digital innovation to improve your customer service.
By attending this workshop your will learn how to optimise your contact centre to increase customer loyalty, meeting customer expectations and leading staff to embrace change, as well as build high performing teams.
What you will learn:

  • Managing digital disruption and its effect on your contact centre
  • Meeting and exceeding customer needs
  • Using customer feedback to enhance work procedures
  • Developing an effective leadership style
  • Maximising potential and performance in your contact centre
  • 5 steps to implement onto your working day to create a lasting, positive change

Government Contact Centre 2018 Featured Speakers

Ole Nielsen

Deputy Chief Digital Officer and Director of Digital Transformation Chief Minister- Treasury and Economic Development Directorate

ACT Government

Monica Waters

Service Centres at Department of Defence of Australia

Department of Defence of Australia

Annie Ferguson

Assistant Commissioner, Operational Service Centres

Australian Taxation Office

Trevor Bale

Helpline Director

Department of Family and Community Services Helpline

Peter Garland

Manager Helpline

Department of Family and Community Services Helpline

Tamara Cook

Customer Contact Manager

Building and Asset Services QLD

Russell Murphy

Transformation and Deployment Manager

Service NSW

Peter Buckmaster

Director of Digital Services

NSW Department of Education

View all speakers

Government Contact Centre 2018 Sponsors

View all Sponsors

Government Contact Centre 2018 Media Partners

Media Partner

View all Partners

Why Attend Government contact centre 2018


  • Learn how, why and when you can implement next gen. AI and Chatbots and their benefits on your call centre.
  • Learn how the ACT Government developed a reward and recognition program that navigated teams through rapid change and digital disruption and resulted in better performance.
  • See how Queensland University of Technology optimised their contact centre to engage millennials and why choosing the right technology mix is critical to meeting your business needs. 
  • Find out how to transform customer interaction conversations from transactional to conversational to help build customer relationships.
  • Discover what successful and effective private sector procedures can be implemented within Government contact centres to improve productivity and support change from NIB Health Funds Limited and Schneider Electric.


Who Should Attend government contact centre 2018


  • Senior Executives from Contact Centre Management 
  • Customer Service
  • Customer Engagement
  • Workforce Optimisation
  • Contact Centre Operations
  • Heads of User Experience
  • UX Managers
  • CX managers
  • Client relations


Who Should Sponsor Government Contact Centre 2018

Canberra’s first Government Contact Centre forum exploring strategies and processes to improve service outcomes, streamline customer experience and manage disruption impacting public sector call centres.

Don’t miss this opportunity to promote your contact centre solutions to a qualified audience of public sector decision makers, customer service and CX/UX designers actively seeking solutions

  • Put your business front and centre: Sponsoring the Government Contact Centre 2018 gives your organisation authority in your industry and boosts your credibility.  Your brand will be seen throughout the event and attendees will be eager to learn more about your business. 
  • Get in front of your target market: Sponsoring is a perfect opportunity to develop strategic partnerships with key industry decision makers from across the Government Contact Centres sector.
  • Increase your reach and exposure to new clients: As a sponsor, your name and logo will be used during these outreach campaigns, which provides the opportunity to generate media exposure and increase your company’s brand awareness.
  • Generate strong leads: Sponsoring the summit is a great way to generate quality leads because they’re full of people actively seeking solutions to challenges in improving/enhancing their contact centres and dealing with digital disruption
  • Deliver a great ROI: Sponsoring the Government Contact Centre and User Experience Summit will be cheaper and have a higher ROI than other advertising methods. Why? Because this event has a very specific and a highly engaged target market.
For more information, please contact us at info@aventedge.com or +61 2 9188 8950

Government Contact Centre 2018 Venue

Canberra| 21 - 22 March 2018 (Conference)
Crowne Plaza Canberra
Address: 1 Binara St, Canberra ACT 2601 
Conference Room: The Glebe


Canberra | 23 March 2018 (Post-Conference Workshop)

Workshop Room: Pods 2