26 - 27 September, 2018 | PARKROYAL Darling Harbour, Sydney, NSW

Darren Whitelaw

Chief Customer Officer
Department of Premier and Cabinet Victoria

12:10 PM Service Victoria: Improving Access to Government Services

The award-winning Service Victoria is changing the way government engages with Victorians. The easy-to-use Service Victoria platform is streamlining and improving access to government online transactions making them simpler, faster and easier. It’s also changing the way government works – using agile principles, cutting edge technology, human centred design and putting customer experience front and centre to deliver great outcomes for Victorians. Darren Whitelaw, Executive Director and Chief Customer Officer will talk about the Service Victoria journey and how it is providing great customer service:

  • Consulting with customers – how research underpinned the ability to meet customer’s expectations
  • Developing the platform - how human centred design was at the forefront of every decision
  • Customer’s response to the platform - how is it performing and the lessons learnt

2:30 PM Panel Discussion- Managing Data Privacy: Mitigating Risk and Planning for the Future

As our economy moves into an increasingly digital age, the amount of data collected about each of us is greater than ever before. No one organization houses more of our personal information than the government and protecting this citizen data will be a key and continuing challenge moving forward. This panel discussion will cover:

  • Working with citizens in developing a data strategy which protects and enhances the relationship with citizens
  • Making the in sourcing vs. outsourcing decision
  • Implementing strategies to react appropriately to security breaches