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Serve You Right Forum 2011

The Serve You Right network is an Australia-wide forum held annually for the purpose of sharing knowledge and skills about enhanced government customer service delivery. It attracts approximately 30-40 specialists and practitioners from Australian state, federal, and local government. The format of Serve You Right is a two day forum and workshops. The forum was hosted by the Victorian Government in Melbourne, September 15-16, 2011.

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Serve You Right Forum - Melbourne September 15 and 16, 2011
The Serve You Right network is an Australia-wide forum held annually for the purpose of sharing knowledge and skills about enhanced government customer service delivery. It attracts approximately 30-40 specialists and practitioners from Australian state, federal, and local government. The format of Serve You Right is a two day forum and workshops. This is the sixth year that the forum has been held. The Serve You Right network offers a unique opportunity for an exchange of skills and knowledge in government approaches to customer-centric information delivery.
Added: 23 September 2011 Page views: 1,100 Rating: 0 Votes: 0
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Co-Production by Design – embracing digital society makes for smarter services - Serve You Right, Melbourne, September 2011
Paper presented by Dr Steve Hodgkinson - Research Director IT – Asia/Pacific Ovum, at the Serve You Right Conference, Melbourne, September 2011. The modern digital economy requires new behaviours from citizens, industry partners, peer agencies and governments to inspire economic, social and environmental sustainability, nurture digital society initiatives, collaborate to pool thinking and resources and leverage proven platforms and solutions.
Added: 23 September 2011 Page views: 601 Rating: 0 Votes: 0
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Customer Satisfaction - recent updates in measurement and performance across all channels - Serve You Right, Melbourne, September 2011
Presentation by Paul van Veen, Customer Service Benchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16,2011. Provides an overview of: What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement.
Added: 23 September 2011 Page views: 528 Rating: 0 Votes: 0
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Information Victoria - online developments for and with citizens - Serve You Right, Melbourne, September 2011
Paper presented by Amanda Finnis, Manager Online Strategy, eServices Unit, Information Victoria, Department of Business and Innovation, at the Serve You Right Conference, Melbourne, 15-16, September 2011. Mobile access to our websites on the up and up for vic.gov.au. Overview of what Information Victoria is doing with mobile government app development, citizen engagement and the redevelopment of the main entry point to Victorian Government.
Added: 27 September 2011 Page views: 644 Rating: 0 Votes: 0
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New Zealand Jurisdictional Update - Serve You Right, Melbourne, September 2011
Paper presented by Joy Hippolite, Senior Adviser, State Services Commission (New Zealand), at the Serve You Right Conference, Melbourne, September 15-16, 2011. Examines Kiwis Count, common measurements tool and understanding the srivers of satisfaction with services delivered online
Added: 23 September 2011 Page views: 517 Rating: 0 Votes: 0
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Northern Territory Business Centres - Serve You Right, Melbourne, September 2011
Paper presented by Chris Hoffman, Department of Business and Employment (Northern Territory), at the Serve You Right Conference, Melbourne, September 15-16, 2011. The initial contact and referral point for: Gateway to NT Government Business Services,Starting or growing a business, Business and licence information service (BLIS), Lodgement of over 200 NT Government licences, Business planning assistance and Links to departmental assistance programs.
Added: 23 September 2011 Page views: 1,253 Rating: 0 Votes: 0
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Service Delivery - Directions and Changes at the Commonwealth Level - Serve You Right, Melbourne, September 2011
Presented by Jane King, Deputy Commissioner, Customer Service and Solutions, Australian Taxation Office, at the Serve You Right Conference, Melbourne, September 15-16, 2011. Customers increasingly prefer to deal with government via self-help services provided online and/or over the telephone. Substantial proportions of customers dealing with government in-person or by mail would prefer to be interacting via the internet or the telephone.
Added: 23 September 2011 Page views: 1,442 Rating: 0 Votes: 0
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Service SA - Serve You Right, Melbourne, September 2011
Paper presented by: Kevin Kelly, Manager Customer Service Operations, at the Serve You Right Conference, Melbourne, September 15-16, 2011. Service SA's mission is to deliver quality and responsive customer service throughout the Service SA face to face, call and on-line network and be recognised as a leader in service delivery.
Added: 23 September 2011 Page views: 762 Rating: 0 Votes: 0
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Service SA Channel Management - Serve You Right, Melbourne, September 2011
Presented by: Geoff Wooldridge, Manager Business Channels and Partnerships Service SA at the Serve You Right Conference, Melbourne, September 15 and 16, 2011. Channels - Over the counter – Service SA, Aus Post, Agents; Online – EzyReg public, Delegates, IVR, Bizgate, sa.gov.au; Contact Centre – 13 10 84, 13 23 24, COG; Predominantly registration and licensing by volume; Broad range of transactional and information services for other government Agencies across all channels.
Added: 23 September 2011 Page views: 1,036 Rating: 0 Votes: 0
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Service Tasmania - Serve You Right, Melbourne, September 2011
Paper presented by Ross Hinkley, Assistant Director, Service Tasmania, at the Serve You Right Conference, Melbourne, September 15-16, 2011. The paper provides an overview of the user-friendly service that links customers to an array of government information and services.
Added: 23 September 2011 Page views: 998 Rating: 0 Votes: 0
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Smart Service Queensland - Serve You Right, Melbourne, September 2011
Paper presented by Dianne Jeans. General Manager, Smart Service Queensland at the Serve You Right Conference, Melbourne, September 15-16, 2011. Smart Service Queensland is the front door to the Queensland Government - delivering service excellence for Queenslanders. Its mission is to provide the primary point of contact for Queenslanders to access government services through multiple delivery channels. Smart Service Queensland delivers value for money by: making Government services more accessible, efficient and convenient to customers; and minimising service delivery costs for agencies and government as a whole.
Added: 23 September 2011 Page views: 966 Rating: 0 Votes: 0
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Social Media in the Government - Serve You Right, Melbourne, September 2011
Paper presented by Anthony Clark, Director Customer Contact, Smart Service Queensland, at the Serve You Right Conference, Melbourne, September15-16, 2011. What are our challenges? Getting buy-in; How to communicate to Citizens; and Government Message Vs Customer Driven
Added: 23 September 2011 Page views: 605 Rating: 0 Votes: 0
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South Australian Government ICT Strategic Plan - Serve You Right, Melbourne, September 2011
Paper presented by Rita McPhail, Program Manager, Single Entry Pint Online Program eGovernment (South Australia), at the Serve You Right Conference, Melbourne, September 15-16, 2011. Priority One: Channels and Access
Added: 23 September 2011 Page views: 674 Rating: 0 Votes: 0
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The Customer is Always Right - Service Ontario Webcast - Serve You Right, Melbourne, September 2011
Paper presented by Richard Steele, Assistant Deputy Minister, Service Ontario, at the Serve You Right Conference, Melbourne, September 15-16, 2011. Service Ontario's six key priorties: customer centred brand, superior customer service, integrated service offering, cost effective service delivery, strong partnerships, and high performance organization.
Added: 27 September 2011 Page views: 632 Rating: 0 Votes: 0
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Using social media to improve service delivery - Serve You Right, Melbourne, September 2011
Paper presented by Mark Cutfield, Manager Customer Engagement, Business Victoria, Department of Business and Innovation, Victorian Government, at the Serve You Right Conference, Melbourne, September 15 and 16, 2011. Discusses the 3 pillars - build fundamentals; develop networks and implement activity/campaign. Critical success factors are: engage, monitor, respond and measure. Social media needs a strategy - put the citizen at the centre to improve service delivery.
Added: 23 September 2011 Page views: 660 Rating: 0 Votes: 0
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This category last updated: 27 September 2011

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