Transforming customer experience through people, technology and alternative delivery channels

Government contact centres are caught in the middle of two diverging trends – the increasing expectations of customers and decreasing budgets in light of the current fiscal climate.

This, coupled with the migration of customers from traditional contact points to alternative delivery channels such as social media, means that in order to match customer expectations – government contact centres need to be more agile than ever.

Event Lead Partner

Event Partner

2012 Media Partners

GCC Excellence Awards 2012

Recognising achievement of the highest level across local, state and federal agencies and departments in the Asia-Pacific.
Hear from your industry’s leaders

Learn how government contact centres are engaging, motivating and retaining staff to maintain resource allocation and productivity levels in high stress work environments.

Key Speakers:

Bernard Quinn
Performance & Delivery, Government Digital Service
UK Cabinet Office
John Nevins
Chief Executive Officer
City of Kingston
Gary Sterrenberg
Chief Information Officer
Department of Human Services
John Manthey
National Manager Smart Centres Capability Branch
Department of Human Services
Albert Olley
Chief Executive
NSW Businesslink Pty Ltd
Darren Sutton
Executive Manager, Customer Services, Shared Services
Ausgrid
Peter Welling
Director
ServiceSA
Peter Walker
Assistant Commissioner Service Improvement
Australian Taxation Office

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Government Contact Centre Excellence Awards 2012

Free to Enter! New and improved award categories for 2012!
Enter Now

Feedback from attendees at the Government Contact Centre Summit 2011:

"Thanks for a great few days!"

Tracy Clark, Advice Line Manager, Careers NZ

"Thought provoking, engaging!"

Steve Venning-Smith, Operations Coordinator, Service SA

"Very worthwhile – Thank you!"

Jo Porter, Team Leader Customer Service, Lake Macquarie City Council

"Very well organised"

Anna Mclean, Customer Service Manager, Fairfield City Council

“The Government Contact Centre Summit is well worth attending for public sector leaders and emerging leaders across all levels of government. An interesting line up of speakers provide insight into a variety of challenges and solutions, ensuring everyone takes away some practical ideas for quick wins or longer term strategies. It is an excellent opportunity to build your industry networks and showcase your centre through the GCC Awards Program.”

Libby Atkins, Manager of Housing Direct, Department of Housing – WA, speaker at Government Contact Centre 2011 and winner of: