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Conference Day Two: Wednesday, 20 September 2017

8:30 AM - 9:00 AM REGISTRATION AND MORNING COFFEE

8:30 AM - 8:40 AM Opening remarks from the Conference Chair

8:40 AM - 9:20 AM Keynote Case Study: The Future of Shared Services: Keeping up with High Customer Expectations and Increasing Demand

Caron Alexander, Director of Digital Shared Services, Department of Finance(UK)
With digital come higher customer expectations.
It’s important that corporate service functions are well equipped to keep up with demand for quicker and seamless delivery. This presents a major challenge for the public sector because of legacy systems and change resistance that weigh them down. This session will explore the best model to enable corporate services to become nimble to keep up with customer expectations.
  • Uncovering customer expectations in terms of speed and quality of service delivery
  • Embedding speed and agility for service delivery; What is the best model
  • Ensuring the right structure to keep up with customer expectations and increasing demand

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Caron Alexander

Director of Digital Shared Services
Department of Finance(UK)
  • Exploring the private sector success of driving out administrative costs
  • Discussing the promise of RPA that offers a virtual elimination of the cost of labour for routine tasks
  • Utilizing your existing systems with greater speed, accuracy and a lower cost
  • Translating mobile RPA apps into your current public sector framework to cut current tasks in half

Rob Roberts

Head of Strategic Coordination and IT
The Royal Australasian College of Physicians
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Chris Fechner

CIO
Department of Planning and Environment & Officer of Environment and Heritage, NSW
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Alex Jones

CIO, Department of Economic Development, Jobs
Transport and Resources (VIC)

10:00 AM - 10:30 AM MORNING TEA

10:30 AM - 11:00 AM Solution Provider Thought Leader Session

Consolidating data across departments and business units creates better data sets and improved insights for increased efficiencies.
However data security is a major hurdle that stands in the way of data sharing. This session will look at overcoming data security and data breach concerns to pave the way for greater data sharing and better insights.
  • Addressing the major data security threats and breaches
  • Evaluating strategies to overcome these and improve security
  • Deriving better insights and improving outcomes for customers

Rob Roberts

Head of Strategic Coordination and IT
The Royal Australasian College of Physicians
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Ric Clarke

Director, Emerging Data & Methods
Australian Bureau of Statistics

11:40 AM - 12:20 PM CASE STUDY: University of Melbourne Shared Services Journey in Finance Transformation

Eliana Hruby, Associate Director, Finance Operations, University of Melbourne
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Eliana Hruby

Associate Director, Finance Operations
University of Melbourne

12:20 PM - 1:20 PM NETWORKING LUNCH

1:20 PM - 2:00 PM Solution Provider Thought Leader Session

2:00 PM - 3:00 PM CASE STUDY: Analysing and Understanding your Business before Moving to Shared Services

Jodie Deakes, Director- Business Strategy & Performance, SafeWork NSW
  • Examining economies of scale within your business model
  • Producing a current business model that allows for shared services
  • Analysing the business benefits of engaging in shared services
  • Successfully managing the transition and understanding additional costs involved

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Jodie Deakes

Director- Business Strategy & Performance
SafeWork NSW

3:00 PM - 3:20 PM AFTERNOON TEA

3:20 PM - 4:00 PM CASE STUDY: Transitioning Shared Services to a Digital Activity Base Workplace (ABW)

Nicola Forbes, Principal Manager, Information Services & Records, Finance, Transport for NSW
Transport NSW is leading the way in implementing Activity Based Workplaces in their staff model. Managing 75 staff, Nicola is driving transformation change within Transport NSW.
  • Implementing workplaces of the future to drive down the cost of real estate while still attracting top talent
  • Creating a culture of collaboration and innovation that can combat employee anxiety and resistance to change
  • Overcoming lack of budget, restrictions from Enterprise Bargaining Agreements and mandated business practices
  • Adopting agile work environments in order to reduce cost, increase workplace productivity and facilitate innovation within team members

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Nicola Forbes

Principal Manager, Information Services & Records, Finance
Transport for NSW

4:00 PM - 4:40 PM CASE STUDY: Creating the Correct Model for Improved Buy-In and Results

Kathy Duffy, Risk, Audit, and Procurement Manager, City of Yarra Shane Lamont, CPO & Head of Supply Chain, Sydney Water
Today’s next generation or integrated shared services model aggregates transactional and common activities across functions into a standalone globally integrated business services (GIBS) unit. This model is designed to take service delivery to the next level by embracing innovation, end to end integration and a global perspective. This session will explore different modelling for buy in and the optimisation of business process.
  • Discussing the ownership vs. partnership model
  • Examining the core challenges associated with buy in and generating partnerships
  • Setting up Central Agencies Shared Services (CASS)
  • Creating a model that allows for enterprise transformation and includes repeatable process, optimized assets, insightful analysis, skilled resources and integrated operations

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Kathy Duffy

Risk, Audit, and Procurement Manager
City of Yarra

Shane Lamont

CPO & Head of Supply Chain
Sydney Water
The changing technology and innovation landscape is a fundamental challenge to the business model of outsourcers and their clients.
Clients need to be considering their options now more than ever, with local market BPOs less mature than the overseas market, and given the scale of Australian organisations, BPOs haven’t traditionally been the most appropriate solution.
When RPA is thrown into mix, the conversation
about what you do internally and externally becomes a lot different. This 30 minutes will assess the future of outsourcing, the changing role of the BPO, and the impact RPA is having on changing the dynamic of the relationship with BPOs.
Questions Asked:
  • Why would we decide to outsource when we can automate?
  • What is the impact of automation on our external strategy and our internal delivery model?
  • What is the impact of technology and changes in the market of outsourcing?
  • What is the secret to building a healthy and profitable BPO relationship?

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Judi Childs

Director- Public Sector Management, Workforce Capability and Governance, Chief Minister, Treasury and Economic Development Directorate
ACT Government
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Jodie Deakes

Director- Business Strategy & Performance
SafeWork NSW

Shane Lamont

CPO & Head of Supply Chain
Sydney Water
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Eliana Hruby

Associate Director, Finance Operations
University of Melbourne

5:20 PM - 5:30 PM Closing Remarks from the Chair

5:30 PM - 5:30 PM CONFERENCE CLOSE