Jane King joined the Australian Taxation Office in 2007 as Deputy Commissioner, Customer Service & Solutions (CS&S). Jane manages the contact centre network (over 2000 staff across 11 sites) and oversees the customer service strategy for the ATO.
Since joining CS&S Jane is overseeing the transformation of the ATO call centres into a multi-channel contact centre environment serving its customers with most inbound interactions regardless of channel
Prior to joining the ATO, Jane worked in customer service for over 20 years with Telstra, the Brisbane City Council and the Queensland Government.
In Jane’s role with the Queensland Government, she was responsible for integrating the generic services offered by its 25 departments into an award winning multi-channel one stop shop called “Smart Service Queensland”. Jane had a similar role in the award winning and internationally recognised Brisbane City Council Call Centre, transforming their 500 services to be available via a multi-channel integrated model delivering resolution at first point of contact.
Speaking On:
Identifying the right service delivery channel for different citizen groups
Designing your own customer service experience – the challenge for organisations into the future
Jeffrey Roy is professor in the School of Public Administration, Faculty of Management at Dalhousie University where he specializes in models of corporate and collaborative governance and digital government reforms. In addition to teaching and research he has consulted to governments at all levels, the private sector, as well as the United Nations and the OECD. He is also an associate editor of the International Journal of E-Government Research, a featured columnist in Canadian Government Executive, and author of three recent books examining digital government. His research work has been funded by several funding bodies including the Social Sciences and Humanities Research Council of Canada and the IBM Center for the Business of Government.
Speaking On:
Integrating service delivery across jurisdictions: An international perspective
Yusuf Mansuri has had a total of eighteen years experience in the IT industry. Twelve years have been at senior levels in large organisations such as Chief Technical Officer, Director, Chief Architect and General Manager.
Yusuf has a Master’s degree in Computer Science from the University of New South Wales and has published papers, including at the International Joint Conference on Artificial Intelligence. Yusuf is strategically focused and looks at the big picture, working to align technology plans to business goals to identify and deliver ICT savings and efficiencies.
Yusuf currently leads the ICT Strategy and Architecture Division consisting of Architectural Standards and Enterprise Architecture. Yusuf’s main focus is on the delivery of ICT Strategy and Innovations.
His interests include Reading, Sailing, Music, History and Travelling.
Speaking On:
ICT Service Delivery – build for the future
Nicholas Gruen has advised two Cabinet Ministers, directed the Business Council’s New Directions program and sat on the Productivity Commission. He is founder of economic policy consultancy Lateral Economics and Peach Financial. He is a frequent newspaper columnist and media commentator and a prolific blogger at Club Troppo.
He is Chairman of the Australian Centre for Social Innovation, Online Opinion – an internet forum for opinion on political and cultural matters and medical ICT startup Specialist Link. He was the founding chairman of Kaggle a Melbourne ‘big data’ start up now based in San Francisco. He is also a board member of Sustainability Victoria and the Federal Government’s Innovation Australia.
He was a member of the Cutler review into Australian Innovation in 2008 and lead author of several chapters including one on innovation in government and in 2009 chaired the Federal Government’s Government 2.0 Taskforce. He is a strong public advocate for economic reform, innovation and, open government in the context of the extraordinary opportunities that burgeon online.
Speaking On:
The importance of design in service delivery
Reducing red tape & getting service delivery channels right
Four in five people (82%) use the internet, and more and more are adopting the use of mobile phones and social media for transactions that typically took place through traditional forms.
Citizen’s expectations of how and the speed at which their services are delivered have placed increased pressure on governments to keep pace and know where to engage with communities.
The next event within the highly popular Citizen Centric Service Delivery series, Multi-Channel Service Delivery assesses service mediums both current and emerging, and appropriate combinations for your department.
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Information sharing for integrated service delivery
Pre-Conference Workshop
Wednesday 20th June, 2012
9:00am – 4:00pm
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