| Monday, 21 September 2015 | ||||
 8:30 am - 8:50 am | Welcome to the Customer Service Symposium CONFERENCE ROOM Palmerston North Mayor - Grant Smith will welcome attendees to Palmerston North | |||
| 8:50 am - 9:30 am | Moving the radio dial from WIIFM to rediscover the “Community Channel” CONFERENCE ROOM Lorraine Vincent, Chief Executive , Manawatu District Council The challenge of Customer Service in today's local government and what we should do in the future. Customer service is no longer about telling people how great you are. It’s about producing amazing moments in time, and letting those moments become the focal point of how amazing you are, told not by you, but the customer who you thrilled. | |||
| 9:30 am - 10:10 am | MOTIVATIONAL SPEAKER - Lisa Tamiti CONFERENCE ROOM Lisa Tamati Ultra marathon runner Lisa Tamati is a speaker with a powerful story and life changing messages to share. Lisa is perhaps best known for being the first kiwi woman to finish the infamous Badwater Ultramarathon which is through hottest desert on earth, running 217km non-stop through Death Valley. Or you may have heard of her when she ran the length of New Zealand (2250km) for charity. Even before Badwater, and certainly since, Lisa’s adventures have taken her far and wide. She has canoed down the Canadian Yukon, cycle toured through over 25 countries and illegally crossed the Libyan desert. She walked 250km in 7 days, carrying her entire water and food supply on her back. After a terrible cycling accident in her early twenties she was left with two broken vertebrae and two compressed discs, she also suffered from severe asthma and was advised that she would never be able to run. Lisa was determined to never let this make a difference in the life she chose to lead and has gone on to run the equivalent of over 2 and a half times around the circumference of the Earth. She has competed in the most difficult and brutal races on earth including the Sahara and Death Valley in the USA – the unofficial world champs of ultra running and the hottest desert on Earth! Lisa is one of only seven people to have conquered the Himalayan High race which navigates over the two highest passes in the world. And it doesn't stop there – Lisa is off to Nepal and the Antarctic soon to break some more world records. In addition to this Lisa is a successful and talented businesswoman with her own jewellery line and retail stores. Lisa uses her inspirational story to prove that you can achieve anything you put your mind to! | |||
| 10:10 am - 10:30 am | Morning Tea EXHIBITION AREA | |||
| 10:30 am - 11:00 am | AWARD FINALIST - AUCKLAND COUNCIL BLEDISLOE LANE SERVICE CENTRE CONFERENCE ROOM Creating Auckland Council's first brand new service centre at Bledisloe House, Auckland CBD. The service centre is situated at 24 Wellesley Street West in the CBD and opened in November 2014. | |||
| 11:00 am - 11:30 pm | AWARD FINALIST - MATAMATA-PIAKO DISTRICT COUNCIL A CUSTOMER SERVOCE CULTURE CONFERENCE ROOM Over the last few years the Customer Service team have driven a culture changes at Matamata-Piako District Council to focus on providing great service to both internal and external customers. This change has ranged from incorporating customer service into our organisational values, to improving internal frameworks for keeping staff informed, to delivering new, customer-focused services. | |||
| 11:30 am - 12:00 pm | AWARD FINALIST - WELLINGTON CITY COUNCIL ONE-STOP-SHOP SERVICE CENTRE CONFERENCE ROOM Wellington City Council's journey for a one-stop-shop for customers is almost complete with the integration of Parking Services in the Service Centre in July 2014 and Regulatory Services in July 2015. Our primary motivation for a one-stop-shop was to make it easier for customers to access our services and to improve their overall service experience.Over the past 4 years Wellington City Council has been developing the Service Centre as a one-stop-shop for customers. Prior to this, counters for City Housing, Parking and Regulatory Services were all located in different parts of the building and in the case of Parking, in a completely different site. Customers would often come to the Service Centre only to be directed to the correct place which led to frustration. There was a clear opportunity to integrate front of house services across Wellington City Council in order to enhance the customer experience. | |||
| 12:00 pm - 12:30 pm | AWARD FINALIST - NEW PLYMOUTH DISTRICT COUNCIL A GLASS HALF FULL CONFERENCE ROOM New Plymouth District Council is at the beginning of a digital council project to optimise online opportunities. While we have some online functionality, there is more work to do in this area. Instead of looking at what we haven’t got, it's also important to remember what you have got; what is going well; and how we can add value to customer interactions. Case Management is a free service for people looking to open a business, ensuring they understand what applications and legislation apply at the start of their project. This service has grown 70% in the last year, with a 50% success rate. What a great way to assist customers successfully open a new business, and add vibrancy to the community! A high first point of contact resolution and building accreditation benefits internal and external customers, and provides an opportunity to educate customers at the same time. | |||
| 12:30 pm - 1:30 pm | LUNCH EXHIBITION AREA | |||
| 1:30 pm - 2:10 pm | FROM DOGS TO DIPLOMACY IN ONE GIANT STEP! CONFERENCE ROOM Claire Barlow, Mayor, Mackenzie District Council Hear about Claire's journey from the reception desk to Mayor, five years on and share examples of how her life has been shaped from that single decision and what she has learned about opportunity, risk and reward. | |||
| 2:10 pm - 2:40 pm | Welcome to the Auckland Council In-Store Experience - Taking a Human Centered Design Approach CONFERENCE ROOM Melissa Colquhoun, Manager Service Centres, Auckland Council Auckland Council is committed to reinventing the way in which it interacts with customers in the in-store environment, embracing retail best practice to deliver world class customer experiences. To achieve this, Auckland Council commissioned Thoughtful Design to facilitate a council lead project to create a service delivery framework that enables council to deliver an integrated and relevant in-store customer experience. The project wasn't about end-to-end process redesign, but about the creation of a set of interactions that can be applied to all the many processes that occur within the in-store environment. The project delivered a model for the future of the in-store experience, a framework that can be leveraged to deliver consistent and compelling experiences throughout the region. Auckland Council’s flag-ship store, Bledisloe Lane service centre opened its doors in December. | The Future of Recruitment - Not Looking Back, But Predicting Forward SEMINAR ROOM Peter Roberts, Business Manager, Contact Services, Palmerston North City Council Jane Reddiex, General Manager - Wellington, Talegent Recognising that online recruitment technologies are outpacing traditional assessment practices, Talegent employs next-generation technology and tools to meet the unique challenges of hiring in the digital age. Rather than focusing on finding the right people with the best skills for right now, Palmerston North City Council and Talegent have developed a predictive model that uses psychological assessment to determine what people will be capable of doing in the future. | ||
| 2:40 pm - 3:10 pm | Leading 'poor cousins' to feel rich CONFERENCE ROOM Angela Parquist, Customer Delivery Manager, Waikato District Council How to reinvigorate the importance of customer service within Local Government ... emphasis on the people doing the work and the customers we do it for. | Waipa District Council Online Property Information SEMINAR ROOM Amanda Smith, Customer Support Team Leader, Waipa District Council Waipa District Council developed a series of on line report tools to enable customers to search property information as needed. The proposed district plan was ready to go public and we needed a tool showing how this would effect a customer’s property. Experiencing population growth and properties were changing hands very quickly, customers needed to be able to self-search outside office hours. In December 2014 Waipa launched the Property Snapshot and the District plan snapshot which has been a great success. By extracting GIS data from Intramaps and Technology One Ci property data, internal departments collaborated to make it easier for customers to do business with the council by presenting simple to read information. | ||
| 3:10 pm - 3:30 pm | Afternoon tea EXHIBITION AREA | |||
| 3:30 pm - 4:10 pm | Future of Digital Services CONFERENCE ROOM Howard Duffy, Programme Change Manager , Department of Internal Affairs The Government has ten priority areas for change. Better Public Service Result 10 is that New Zealanders can transact easily with government in a digital environment. However the focus has recently moved away from ‘digitisation’ and is more about putting the customer at the centre. This presentation will introduce the concepts of Federated Service Delivery and the market model. | |||
| 4:10 pm - 4:40 pm | ALGIM Customer Service Toolkit CONFERENCE ROOM Suzee Sinclair, Consultant, ALGIM Mike Manson, Chief Executive, ALGIM Come along and see the demonstration on the tools available in The ALGIM Customer Service. Hear how The ALGIM CS Toolkit will enable you to increase customer service professionalism and create organisation-wide service excellence in your council. The CS Toolkit is a web based resource providing a variety of tools and information for managing and improving your organisation’s customer service. The ALGIM CS Toolkit is an initiative by ALGIM to provide the local government community with customer service tools and resources to support their customer service journey. There are five modules to the CS Toolkit:Best Practice, Customer First, Your People, Access and Delivery, Knowledge and Technology. | |||
| 4:40 pm - 4:50 pm | Conclusion of Day One & ALGIM prize draws CONFERENCE ROOM Jason Dawson, MC | |||
| 5:00 pm - 6:30 pm | No location Attendee Free Time | |||
| 6:30 pm - 7:00 pm | Pre-dinner drinks and networking EXHIBITION AREA | |||
| 7:00 pm - 7:20 pm | Winners of the ALGIM Customer Service Awards will be announced ELWOOD ROOM Jason Dawson, MC | |||
| 7:20 pm - 8:30 pm | Awards Dinner ELWOOD ROOM | |||
| 8:30 pm - 11:59 pm | Networking ELWOOD ROOM ENGHOUSE PHOTOBOOTH Back by popular demand is the Photobooth, kindly provided by Enghouse So get your team together and capture some great memories! Then Dance the night away to the Blueprint - THE BLUEPRINT have emerged as Wellington's premier covers band since making the highly sought-after Thursday night residency at The Establishment Bar on Courtney Place, their own. Live music is back! and these guys are the Kings. Versatility is the name of the game, and their stunning renditions of Bob Marley, Sublime, Six60, Bruno Mars, The Killers, Dragon, Foo Fighters, Van Halen Journey, The Doobie Bros, Creedence Clearwater Revival, The Exponents, and Kings of Leon, only begin to tell the story. THEY DO EVERY SONG JUST LIKE THE ORIGINAL. You have to hear it to believe it. Underpinned by the soaring vocals of vocalist / guitarist Matt Carnihan, the sublime lead guitar and backing vocals of Ross McWhirter, the relentless beats of Brian Cousins, and anchored by legendary Porirua musician Phil Aitofi on bass / vocals, THE BLUEPRINT are a treat. Bands this good don't come along often. | |||
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