HILTON HOTEL, BRISBANE
Riding the wave of service transformation.
ACKNOWLEDGEMENT OF COUNTRY
IPAA Queensland would like to acknowledge Aboriginal peoples and Torres Strait Islander peoples as the Traditional Owners and Custodians of the Country on which this event is taking place.
We recognise their connection to land, sea and community.
We pay our respects to them, their cultures, and to their Elders, past, present and emerging.
Download a copy of the printable program here
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MONDAY 29 NOVEMBER
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Registration and light
lunch |
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12.00pm - 12.15pm |
Take seats |
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12.15pm – 12.55pm |
Conference Opening Welcome to Country |
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Sarah Kanowski, Conference
Moderator Shannon Ruska, Tribal Experiences Dr. Gordon de Brouwer PSM, IPAA National President Chris Peck, Executive General Manager, Public Services Australia, SAP |
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12.55pm – 1.55pm |
Service transformation – the future is here Explores the state of play in service
transformation and future direction in using technology and data to
transform service and to improve the human condition. |
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Jamila Gordon, CEO and Founder,
Lumachain PLEASE NOTE THIS SESSION WILL NOT BE RECORDED FOR REPLAY |
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1.55pm – 2.00pm |
5 minute stretch break |
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2.00pm – 3.15pm |
Designing joined-up digital ecosystems for service transformation Explores the requirements for coherent
whole-of-system technology, security, data and analytics to transform service at
scale. |
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Dr. Alex Antic, Data and Analytics Leader, Advisor, Strategist. Professor Melissa de Zwart Professor (Digital Technology, Security and Governance), Jeff Bleich Centre, Flinders University Peter Williams, Chief Edge Officer, Deloitte |
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3.15pm – 3.45pm |
Afternoon tea break |
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SPONSORED BY ORIMA RESEARCH |
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3.45pm – 4.50pm |
The customer experience of service transformation How do we harness the digital behaviour of
customers while meeting concerns about privacy and security for services are
personalised, responsive, anticipatory, convenient, reliable and fast? |
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Andrew Spina, Acting Chief Customer and Digital Officer, Queensland Department of Communities, Housing and Digital Economy Julie Hockey, National Manager, Face to Face Service Design, Face to Face Transformation, Services Australia |
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4.50pm – 5.00pm |
Day one wrap up Dinner and Day two overview Close Day One Plenary Program
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Sarah Kanowski |
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2021 IPAA NATIONAL CONFERENCE DINNER |
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5.45pm – 6.15pm |
Pre-dinner drinks |
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6.15pm – 9.00pm |
Conference Dinner Garran Oration |
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Distinguished Professor Genevieve Bell AO, Director of the
3A Institute (3Ai) and Florence Violet McKenzie Chair, Australian National
University |
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TUESDAY 30 NOVEMBER |
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7.45am - 8.15am 8.15am - 8.30am 8.30am – 8.45am |
Arrival tea/coffee and networking Take seats Welcome to day two |
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Sarah Kanowski, Conference
Moderator |
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8.45am – 9.35am |
Service transformation – people, leadership and culture Digital transformation is all about people –
customers, clients and end users along with those who build, shape, enable
and support the services. We explore the capabilities, leadership and
organisational cultures required to support service transformation. |
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Dr. David Rock, Co-founder and Chief Executive Officer, NeuroLeadership Institute |
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9.35am – 9.40am |
5 minute stretch break |
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9.40am – 10.45am |
Connection and collaboration for service transformation As digital technologies
reshape lives and institutions, we explore connection and collaboration
across agencies and sectors and with communities and citizens for realizing a
fully inclusive digital economy. |
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Fiona da Silva, General Manager Portfolio Strategy, Innovation & Engineering · Australia Post Dr. David Gruen, Australian Statistician, Australian Bureau of Statistics |
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10.45am – 11.15am |
Morning tea break |
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SPONSORED BY AUSTRALIA POST |
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11.15am – 12.30pm |
Delivering joined-up service transformation Capstone discussion with the Australasia public
service commissioners considering – When will service transformation become
business as usual? |
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Kate Hillman, EY Oceania People, Place and Culture Leader, People Advisory Services QLD Australasian Public Service Commissioners |
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12.30pm – 12.45pm 12.45pm – 1.00pm |
2021 IPAA NATIONAL FELLOW AWARDS Closing remarks |
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Dr. Gordon de Brouwer PSM, IPAA National President
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1.00pm – 1.45pm |
Closing lunch and
networking |
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Contact the event organisers
Disclaimer:
The program for the 2021 IPAA National Conference is correct at the time of publication. However, IPAA Queensland reserves the right to change dates, the program and speakers without notice as a result of circumstances beyond its control. In the event that any law, regulation or direction is likely to substantially affect hosting the physical Conference, then IPAA Queensland in its discretion may decide to continue the Conference as a virtual event only. By participating in the IPAA National conference you consent to being filmed, taped, interviewed, photographed, and recorded (the "Recordings”) during and in connection with the Conference, its partners, sponsors and representatives. You also agree that IPAA Queensland and IPAA National may use, publish, edit and incorporate any Recordings as they deem fit to use them.