Conference Day Two: Wednesday, 20 September 2017

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

9:00 AM - 9:10 AM Opening remarks from the Conference Chair

9:10 AM - 9:50 AM Keynote Case Study: The Future of Shared Services: Keeping up with High Customer Expectations and Increasing Demand

Dato’ Dr. Mazlan Yusoff, Director General , Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) Prime Minister’s Department
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

Dato’ Dr. Mazlan Yusoff

Director General
Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) Prime Minister’s Department


img

Irene Violet

Assistant Director General, Queensland Shared Services
Department of Science, Information Technology and Innovation

10:30 AM - NaN:NaN AM MORNING TEA



img

Eliana Hruby

Associate Director, Finance Operations
University of Melbourne
img

Judi Childs

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

11:40 AM - 1:20 PM Case Study: Consolidating and Sharing Government Data for Better Customer Outcomes

Ric Clarke, Director, Emerging Data & Methods, Australian Bureau of Statistics

img

Ric Clarke

Director, Emerging Data & Methods
Australian Bureau of Statistics

12:20 PM - 1:20 PM NETWORKING LUNCH

1:20 PM - 2:00 PM Transitioning Shared Services to a Digital Activity Base Workplace (ABW)

Nicola Forbes, Principal Manager, Information Services & Records, Finance, Transport for 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

img

Nicola Forbes

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

2:00 PM - 2:40 PM Open Panel Discussion

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

5:30 PM - 5:30 PM CONFERENCE CLOSE