Dates: 16-17 October 2019, Rydges Hotel Port Macquarie, NSW

2019 Conference Program

Download the 2019 National Local Government Customer Service Conference Program

2019 Conference Presentations

• ‘Cultivating a Thriving Culture’ : Keynote Speaker - Karen Schmidt, Frontline Leadership Expert - A healthy culture is at the heart of any successful organisation. If you’ve ever worked in an unhealthy culture, you’ll understand the impact culture can have. In her interactive keynote session, Karen Schmidt will give you insights into culture that will help your organisation to grow.  You’ll discover:
  • The 5 layers of culture and how they impact the customer experience
  • Understanding where your culture fits on the health scale
  • How to define your culture so that everyone understands what it means
  • Simple steps to improve your culture starting now

Download the 'Cultivating a Thriving Culture' presentation

• Council Case Study – Improving Organisation Efficiency and Customer Experience Outcomes through the synergy of IT, Communications and Customer Service - Tim Howarth, Manager Information and Communication Services, Clarence Valley Council. Download Clarence Valley Council's presentation
• Partner Case Study - ‘Achieving Customer Experience Success through Knowledge Management – a Fast, Accurate, Consistent and Easy Solution’ - Linda Hogan, Senior (Systems) Customer Relations Officer, Camden Council with Dave Callaghan, Director Local Government Solutions, livepro. Download Camden Council and livepro's presentation
• Interactive Workshop - Facilitator: Karen Schmidt, Frontline Leadership Expert - In this interactive session, Karen will facilitate a practical workshop which will show you how to apply the concepts from her keynote and introduce you to further ideas to cultivate a thriving culture. Whether you work on the frontline serving customers or lead a team, you’ll walk away with ideas you can use immediately. Download the workshop presentation
• South East Queensland Chapter Update - Cath Harding, South East QLD Chairperson and Customer Information Management Coordinator, Western Downs Regional Council. Download the South East Queensland presentation
• National Chapter Update - Damien Robinson, President, National Local Government Customer Service Network and Senior Customer Service Advisor, Blue Mountains City Council. Download the National presentation
• Guest Speaker: Mr Craig Swift-McNair, General Manager, Port Macquarie-Hastings Council - ‘Cultivating a positive, engaged and progressive culture is what drives the success in any organisation’. Download Port Macquarie-Hastings Council's presentation
• Tasmanian Chapter Update - Robbie Shafe, Tasmanian Chairperson and Manager Customer Services, Glenorchy City Council. Download the Tasmanian presentation
• Partner Case Study - How to Deliver a Connected Experience with Technology - Jeff Chan, Coordinator Customer Service Projects, Georges River Council and Michael Petruccelli, Business Development Manager, Enghouse Interactive. Download the Georges River Council and Enghouse Interactive presentation
• Riverina Chapter Update - Allister Brockley, Riverina Chairperson and Team Leader Customer Service, Albury City Council. Download the Riverina presentation
• Guest Speaker: Michelle McFadyen, Deputy General Manager of Corporate and Community, Bellingen Shire Council - Michelle will show how she has worked within Council with a strengths-based approach using the Strengths Profile tool and espouses the organisational and person benefits provided through the process. Download Bellingen Shire Council's presentation
• Northern NSW Chapter Update - Nicole Merchant, Northern NSW Chairperson and Manager Customer and Business Services, Bellingen Shire Council. Download the Northern NSW presentation

2019 Conference and Award Photos

View and download the photos

2019 Post Conference and Awards Magazine

Download the 2019 Magazine

Dates: 17-19 October 2018, Rydges South Bank Brisbane, QLD

2018 Conference Program

Download the 2018 National Local Government Customer Service Program

2019 Conference Presentations

• Keynote Speaker: Steven Bradbury, Last Man Standing - Just like in sports, work is about showing up everyday and giving it your best. When your moment to shine comes, will you be in position, and prepared “to DO A BRADBURY”.

• Case Study: Customer Experience (CX)  Assurance Program - Kirrilly Rowan, Manager - Customer Service, Toowoomba Regional Council. Download Toowoomba Regional Council's presentation

• Partner Case Study: Customer Experience Journey with livepro - Kylie Green, Customer Experience Coordinator, Logan City Council. 

• Social Styles Workshop Part I - Facilitated by Janelle Nisbet, Managing Director, Progress Training Systems. Download the Social Styles Workshop presentation

• Keynote Speaker: Robyn Moore - The power of the word in transforming disconnect to reconnect  

• Partner Case Study: Contact Centre Technology to Improve Customer Experience and Team Performance  - Wendy Scott, Customer Service Coordinator, Lockyer Valley Regional Council. Download Lockyer Valley Regional Council's presentation
• Case Study: Establishing a Centralised Contact Centre - Jeffrey Graham, Manager Corporate Services, City of Greater Geraldton Council. Download the City of Greater Geraldton presentation.
• Social Styles Workshop Part II - Facilitated by Janelle Nisbet, Managing Director, Progress Training Systems. Download the Social Styles Workshop presentation
• Partner Case Study: A People First Approach to Electronic Planning  - Alister Gill, Technology Officer, Livingstone Shire Council and Jade Reed, Senior Consultant, Redman Solutions. Download the Livingstone Shire Council and Redman Solutions presentation.
• Case Study: Reconnecting with the Basics of Culture, Teamwork and Empowerment - Margie Jackson, Coordinator Customer Contact, Scenic Rim Regional Council. Download Scenic Rim Regional Council's presentation.
• Guest Speaker: Mr Ross Musgrove - Chief Executive Officer, Western Downs Regional Council. Download Western Downs Regional Council's presentation.

2018 Conference and Awards Photos

View and download the photos

2018 Post Conference and Awards Magazine

View and download the magazine