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Canberra XM Live

Making governments more human

March 21, 2023 / 9:00 am AEDT
Location: QT Canberra
1 London Cct, Canberra ACT 2601

In challenging climates, government organisations are often judged more harshly on its ability to understand and serve the needs of its communities and employees. Now is the time for governments to become more human in its approach.

The experiences, ideas and perceptions of citizens and employees have the potential to shape modern government services and social outcomes for greater good, now and into the future. Knowing where and how to listen is just as important as delivering the right services or product.

Join us as we explore the latest government experience trends, offer concrete steps to meet shifting needs, and share success blueprints from leading agencies that have transformed their services and employee experiences by listening deeply and applying empathy at scale.

Session outcomes:
  • Research-based insights into how government agencies can build trust and connect with communities
  • What’s causing government employees disenchantment and recommendations on how to rebuild trust
  • Learn the future state of experience management for government agencies
  • Networking opportunities with other fellow government experience management leaders
9:00am Registration and networking breakfast
9:30am Welcome: Making Governments More Human - Phil Bland (Global Government Industry Advisor, Qualtrics)
9:35am Government Trends - Dr Sydney Heimbrock (Chief Industry Advisor, Government, Qualtrics)
9:55am Customer spotlight - Dr Shellee Franssen (Principal Advisor, Customer Research Delivery, Department of Transport and Main Roads)
10:15am Partner spotlight - Pia Andrews (Strategic Advisor - Public Sector, Amazon Web Services)
10:35am Panel Q&A
10:55am Keynote close & thank you- Phil Bland (Global Government Industry Advisor, Qualtrics)
11:00am Networking coffee, tea and nibbles
12:00pm Event Closes
We look forward to hosting you.

Registration has now been closed for this event


Picture of Dr. Shellee Franssen

Dr. Shellee Franssen

Principal Advisor, Customer Research Delivery,
Department of Transport and Main Roads

Dr. Shellee Franssen has a PhD in Applied Psychology, and extensive expertise in forensic interviewing with vulnerable people. She has spent the last 15-years of her career in both state and federal government research and policy roles and has led complex, and diverse community focused teams and projects. As a Principal Research Advisor in the Department of Transport and Main Road’s (TMR) Policy, Planning and Investment Division, Dr Franssen manages TMR’s digital, online customer community, Transport Talk. An Australian Business Award for Excellence in Customer Experience Innovation winner, and Australian Service Excellence Award Project of the Year – Innovation category finalist, Transport Talk utilises the Qualtrics platform to directly engage with TMR’s customers, bringing together a 5000+ members strong community. With representation from the whole of Queensland, through online surveys and discussion groups, the community regularly shares their thoughts, ideas and insights on transport related topics that help shape the direction of Queensland's transport future.

Picture of Dr Sydney Heimbrock

Dr Sydney Heimbrock

Chief Industry Advisor, Government, Qualtrics

Dr. Sydney Heimbrock works at the nexus of customer experience, human capital and process improvement to drive organisational transformation in government. Prior to joining Qualtrics, she helped Deloitte build Human Centered Design capabilities into its human capital and customer strategy offerings for Federal, state and local governments. As founding Executive Director of the Innovation Lab at OPM, she was an early leader in the Experience Management movement in government. She has served as the Federal government’s Chief Learning Officer, led government-wide Strategic Human Capital Management initiatives under the President’s Management Agenda, and helped developing countries build democratic institutions that provide social safety nets and fuel labour market growth. Her professional expertise includes measurement and evaluation, human-centred design and design education, leading and managing creative teams, strategic foresight and workforce planning, continuous process improvement, strategic human capital management, leadership and workforce development, and public policy analysis.

Picture of Pia Andrews

Pia Andrews

Strategic Advisor - Public Sector, Amazon Web Services (AWS)

An open and digital government leader and serial transformer for public sector services, data and policy. Has delivered government policies, services and has spearheaded adaptive policy approaches that feed policy and human impact into policy improvement. Spearheaded the growth of the Australian open government community, Legislation as Code, GovHack, the Policy Difference Engine and Past positions include Director General for Digital Experience and Client Data at Service Canada, Executive Director for Digital Government Policy and Innovation in the NSW Government

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