This session will begin in
Customer at the heart through good and bad times
Sharon Bicknell Principal Advisor, Hardship Support Program / Revenue NSW
Amy Rosanowski Deputy Commissioner / Queensland Revenue Office
Sanja Galic Senior Client Partner / Publicis Sapient
Collecting revenue from citizens is no easy task. In this session, hear how senior leaders and designers use revenue systems as a key indicator when reinventing policies and processes in government. We’ll also explore how behavioural insights are utilised beyond collecting fines, and how relentless customer focus and best practice design could help drive generational change and personal safety for people going through financial hardships.