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

Sara Kahlau


General manager Transformation
iCare


7:00 AM Leading your Organisation and Team Toward Digital Readiness


The digital age is upon us. Shortly government, just as is now the case in business, will have no option but to integrate digital
capabilities into the workplace and operations. This workshop will provide you with access to the collective and diverse expertise of
transformation experts from a variety of backgrounds, who will guide you through the process of designing your own strategy for a
successful organisational digital transformation.
What you will gain from attending:
 Understand where to begin in planning your own transformation strategy
 Understand how to set attainable transformational goals for your organisational and set realistic time frames
 Understand how to align your people processes and technology;
 Building an IT and Digital landscape which puts 'people first': both end users and the citizen
 Understand how to prepare staff for the change in operations, to mitigate unnecessary stress and build a strong, empowered team
 Practical advice for digitally upskilling staff who may have limited baseline capabilities
 Methods to assess baseline capabilities and factoring this in to transformation goal setting
 How you will measure progress and success and how to re-focus when transformation becomes derailed

11:00 AM Creating a Responsive, Adaptive and Improved Customer Experience at iCare

With more than $32 billion in assets and 3m+ customers, iCare is one of the largest general insurers in Australia; made up of six schemes that are committed to delivering better cover, treatment and care to the people of NSW. Sara Kahlua is the GM of Transformation and led the execution of the customer-centric strategy across multiple transformation streams. In this session Sara will share the transformational journey:

  • Understanding and responding to customer needs in changing, increasingly digital times
  • Change management at an executive level- attaining buy in for transformational strategy
  • How digital technologies have been leveraged to better connect with and serve customers