Untangling the Messy Middle – Streamlining Citizen Experiences across the Public Sector

31 July 2024 12:00 pm - 2:00 pm

Canberra | ServiceNow
  • Days

Attendance Is For Public Sector Employees Only

FSTGov is delighted to host an executive-led roundtable discussion exploring the theme “Untangling the Messy Middle – Streamlining Citizen Experiences across the Public Sector” alongside our technology partner ServiceNow.

Connecting leaders working in Digital, CX, Service delivery and Citizen facing portfolios for an insightful peer-to-peer session, we’ll unpack key challenges, discuss trends and innovations, and review global case studies from the upcoming ServiceNow Citizen Experience Intelligence Report 2024, over a complimentary lunch service at the Boat House Restaurant, on Wednesday July 31st, 12:00 till 2:00pm.

We are nations stuck on hold. Wait times have increased for the third year running – Australians have spent more than 116 million hours on hold, up 11% from last year (116 million hours). Department and agency leaders need to focus on how to meet rising citizen expectations and rebuild trust in organisations by providing great experiences. Simply put, citizens want speed, accessibility, and empathy. It’s time to untangle the Messy Middle and get everyone off hold.

Joining guests will be James Burgess, Director, Customer & Industry Solutions, and Christian Spiteri, Senior Solutions Executive, Customer Experience – Federal Government, from ServiceNow to delve into the below discussion points:

  • Citizen expectations for Government service delivery have risen, yet with 40% of employees saying citizens are constantly being passed between teams and departments to resolve issues, it’s easy to see the pain points still exist. Teams need to lower hold times, reduce inter-department friction, and speed up resolutions to regain and instil trust with citizens.
  • Complexity begins when there is no connection, coordination or automation between systems. 37% of leaders say silos across data, systems and teams are creating the biggest challenge in resolving issues. Identifying where issues develop is the first step to cleaning up your CX.
  • We’ll discuss 6 strategies to move from mess to resolution: removing barriers, increasing self-service, streamlining data & communications, automating actions, increasing visibility and productivity, reduce repetition and enable citizen interaction wherever they are.
  • A unified platform empowers teams, integrates across different systems, enhances employee skillsets and provides smart, informed resolutions, not an answer to race against the clock. We’ll explore introducing AI into your citizen experience workflow to uncover benefits, drive transparency, increase availability, efficiencies and gain an around the clock, holistic service delivery experience.

This session is designed to be an opportunity to promote thought-leadership exchanges and networking among guests, as well as a deep dive into top-of-mind issues, technology trends and shifts in citizen experience.


Time: 12:00 PM – 2:00 PM

Date: Wednesday 31st July.

Venue: The Boat House, Private Dining Room, Grevillea Park, Menindee Dr, Barton ACT 2600

Audience: Chiefs, Executives and leaders involved in CX, Digital, Citizen and Service Delivery portfolios from across the Federal Government’s Departments and Agencies.

To participate as a speaker:
Aron Kunaseelan
Chief Operating Officer
T: +61 423 631 461