Multi-Channel Service Delivery

“Australians prefer to access Government services online”
(Special Minister of State, Gary Gray, 19 Jan 2012).

Four in five people (82%) use the internet, and more and more are adopting the use of mobile phones and social media for transactions that typically took place through traditional forms.

Citizen’s expectations of how and the speed at which their services are delivered have placed increased pressure on governments to keep pace and know where to engage with communities.

The next event within the highly popular Citizen Centric Service Delivery series, Multi-Channel Service Delivery assesses service mediums both current and emerging, and appropriate combinations for your department. Fleshing out the role of face-to-face, telephone and online mechanisms and how to better coordinate each, this conference will clarify preferred channels for different citizens and how to maximise efficiencies.

In an era of Open Government, increased citizen participation and rapidly evolving e-services, governments need to keep abreast of changing service trends and how to re-invest resources for best practice service delivery.

Offering you a national forum of service delivery experts from international, federal, state and non-government spheres, you will take away knowledge on:

• Consumer trends including where the citizen ‘looks for services’
• How to free up face-to-face and call centres through increased use of self-service mediums
• How to migrate to alternative service delivery channels
• Future opportunities and insight into where the sector is heading