Conference Day Two: Wednesday, 4th September 2019
8:00 am - 8:30 am Coffee and Registration
8:30 am - 8:40 am Opening Remarks from Conference Chair
8:40 am - 9:20 am CASE STUDY: What It Took for Transport NSW to Embrace Disruption - Strategies to Leverage Emerging Technologies to Deliver Reliable Customer Experiences
With a series of ongoing innovative initiatives, Transport NSW have embraced digital disruption to drive a step change in the NSW transport customer experience. Leveraging technologies such as Open Data, Machine Learning, Open Payment platforms and virtual assistants, join Chris in this session to find out how they have achieved this.
- Overview of Transport Technology Roadmap and the 'no regrets' initiatives
- How transport uses Open Data to drive the customer experience
- Deep dive into how contactless payments have changed how customers use public transport
- Investigating the machine learning to improve transport planning and a personalized customer experience
Chris Bennetts
Executive Director, Digital Products and Services - Customer ServicesTransport for NSW
9:20 am - 10:00 am How Government is Embracing a Digital Future and Engaging with Citizens
Join Cassandra to discuss the role of government in digital transformation. In recent years the way people consume products and interact with government has changed. How is government meeting the changing expectations of its citizens?
- Exploring how the Victorian Government’s new dedicated customer service agency, Service Victoria, is changing the way government engages with Victorians, by making it simpler, faster and easier to get things done with the government online.
- To show how agile principles, cutting edge technology, human-centred design and customer experience can make a difference
- Along with developing an innovative legislation framework enshrining clear accountability for customer service and new powers to set standards for customer service and identity verification
10:00 am - 10:30 am Morning Tea and Networking
STREAM A: TECHNOLOGY STRATEGY, SECURITY AND CLOUD
10:30 am - 11:00 am How Small Businesses Can Effectively Communicate to Optimize Their Technology StrategyJoin Peter in this session to discuss the importance of recognizing that small businesses are people too. He will explain how you can use the language of business rather than the language of technology when developing strategies.
- Making the bold move to invest in cloud and security technologies and communicating top-down effectively
- Gaining buy-in for partnership between small business and government bodies
- Developing a cloud strategy to suit your agency needs and partners- Setting a vision and common goal
- Where to begin to develop a shared platform strategy with other government agencies
STREAM A: TECHNOLOGY STRATEGY, SECURITY AND CLOUD
11:00 am - 11:40 am Case Study: The Department of Transport WA have Made it Possible for Drivers to Complete all Transactions Online Using myGovID with a Single Identification Touch PointThe Department of Transport WA has over 1.8 million customers and more than 70% of their transactions available online. Join Joan in this session to discuss how they have worked with the customers to build solutions around their needs. This included digitalizing the driving test, improving online services with myGovID and working on a National Data Legislation. She will discuss:
- Discussing the success of myGovID to eliminate the need for constant identification and a more seamless customer experience
- Delving into the digital driving test to improve data collection and it impact on the customer experience
- Improving online services through the national facial recognition project
- The challenge: How can we make it work and how can we sustain the transformation?
STREAM B: DATA STRATEGY AND INNOVATION (AI, LM, IOT)
10:30 am - 11:00 am Case Study: Making New Zealand Government Data Accessible Through Open Data PlatformsStatistics New Zealand is a national data agency moving away from the big data concept. They are thinking about data differently and moving into a data lake concept. Join Chris in this session to explore how New Zealand is analyzing their data differently. He will discuss:
- Moving away from traditional data sets and into more data lakes: What are data lakes and how you can get started
- Integrating data for the same results
- An effective integrated data infrastructure: What are the cost-benefits analysis?
- Agile and Data: Managing technology and the organizational and change culture
STREAM B: DATA STRATEGY AND INNOVATION (AI, LM, IOT)
11:00 am - 11:40 am How to Use Data to Measure and Determine The Benefits of Innovation and Drive Future Decision MakingExplore how The Australian Government Department of Education and Training have harnessed the power of data to improve funding decisions on a Federal level. Join Berin to explore the methods for analyzing data to drive change. He will discuss:
- How to use data for better decision making
- Analysis of data to provide the right type of service moving forward
- Finding gaps in data collection and analysis to improve innovation
- How to evaluate and choose competing projects
11:40 am - 12:40 pm Networking Lunch
STREAM A: TECHNOLOGY STRATEGY, SECURITY AND CLOUD
12:40 pm - 1:20 pm Case Study: How to Build an API-led Architecture in Government To Support IT Modernisation and a Cost-Effective Digital TransformationThis session will highlight the best practices for API- led architecture in government. To keep up with the demand of modern and superior digital services, many government agencies have invested in the API strategy to meet demands and increase productivity. This session will discuss:
- Exploring API and the API Strategy
- A new approach to integration and
- How does API fall into the platform strategy
- Working together to develop a standard for integrating platform services
- Making additional enhancements to your existing infrastructure
STREAM A: TECHNOLOGY STRATEGY, SECURITY AND CLOUD
1:20 pm - 2:00 pm Solutions-Clinic: Developing A Strategy to Build Confidence into The Adoption of Cloud Infrastructure and ServicesSTREAM B: DATA STRATEGY AND INNOVATION (AI, LM, IOT)
12:40 pm - 1:20 pm Using Big Data, Advanced Data Analytics and Artificial Intelligence to Improve Service Delivery, Decision-Making and to Mitigate RisksThe Australian Government holds a vast amount of data generated and collected by various agencies. Join David in this session to explore the strategic initiatives that maximize the way we collect data and the data ethics that comes along with the responsibility.
- Explore data visualization for better decision making
- Finding a unified standard to for data collection and its impact on government customer experience
- How Big Data and Ai can be deployed to support decision-making
- What are the risks and responsibilities
- The role of data ethics
- Negotiating the regulatory landscape
STREAM B: DATA STRATEGY AND INNOVATION (AI, LM, IOT)
1:20 pm - 2:00 pm Solutions-Clinic: Harnessing The Power Of Data Through Advancing Technologies to Improve Decision Making and Gain Better Insights2:00 pm - 2:40 pm Afternoon Tea and Networking
Interactive Discussion Groups (IDGs)
This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 30 minutes, allowing you to pick the two top of mind topics you wish to discuss and solve
Roundtable One
2:40 pm - 3:20 pm Best Practice Models From The Private Sector to Deliver Better Services, Policies and ExperiencesFacilitator:
Kristen Daglish Rose
Director Customer Experience & Regulatory EducationLiquor & Gaming NSW
Roundtable Two
2:40 pm - 3:20 pm How to Build Trust and Transparency for Better Governance When Building Australia’s Digital FutureInvited Facilitator:
Facilitator to be confirmed soon!
Roundtable Three
2:40 pm - 3:20 pm A Discussion about Data Ethics: What Ethics are Designed to Achieve and How to Build Data Ethics in to a Project3:20 pm - 4:00 pm PANEL DISCUSSION: How to Future Proof and Accelerate Your Digital Initiatives Sustainably
Speakers:
Detlev Lueth Assistant Director Preservation and Digitisation National Archives of Australia
Tom Ryan A/g Director, Digital Transformation NSW Department of Finance, Services and Innovation
Dallas Reilly Director - Strategic Program Delivery Victoria Police
Paul Chandley Deputy Director Digital Transformation Department of Justice and Community Safety
Detlev Lueth Assistant Director Preservation and Digitisation National Archives of Australia
Tom Ryan A/g Director, Digital Transformation NSW Department of Finance, Services and Innovation
Dallas Reilly Director - Strategic Program Delivery Victoria Police
Paul Chandley Deputy Director Digital Transformation Department of Justice and Community Safety
Across the globe, the world is entering a digital age whereby emerging technologies, big data and customer expectations are shifting the way people, business and government interact. The pace of digital transformation is not slowing down at any time and we need to plan ahead in our digital strategy to meet not only the needs of our current customer but the future ones too.
- Is your digital roadmap future proof? If so, discuss what you’ve planned and why you had chosen this initiative?
- Smarter strategies to capture the large volume of data to provide better insights and better decision making
- How to predict the expectations and needs of the future by harnessing the power of data
- How to deliver a seamless experience while addressing the impact of the digital disruption
Panelist:
Detlev Lueth
Assistant Director Preservation and DigitisationNational Archives of Australia
Tom Ryan
A/g Director, Digital TransformationNSW Department of Finance, Services and Innovation
Paul Chandley
Deputy Director Digital TransformationDepartment of Justice and Community Safety