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Making a Difference: Customer Centricity

Be inspired by the work of your public colleagues that changes our people's lives.

Be inspired by the work of your public sector colleagues that changes the lives of people in NSW.


Is this event for you?

The Making a Difference series showcases the work of public servants like you – delivering exceptional outcomes in their teams and making a difference to the people of New South Wales.

In this unprecedented time of pandemics, natural disasters and other challenges, this series celebrates the great impact public servants have on our state, no matter their level or specialisation.


What will you gain?

The case studies featured in this series have been recommended by your public sector leaders as examples of innovation and excellence in customer-centric service delivery.

You will leave this event feeling inspired and motivated to continue make an impact on people’s lives.


Case Studies Featured:

NSW Health

The impact of COVID on how we deliver care has been extraordinary. It has meant we have had to think differently – about how we support continued access to value-based healthcare and about the role of technology in enabling us. Karol Petrovska, Director, Virtual Care, NSW Ministry of Health and Dr Shannon Nott, Rural Director of Medical Services for Western New South Wales (NSW) Local Health District discuss the NSW Virtual Care Strategy which captures the energy in the system around virtual care and builds the momentum to develop statewide capability and consistency. The aim is for virtual care to be seen as a normal option that offers a safe, convenient and positive experience for both patients and clinicians.

NSW Department of Planning and Environment

The Department of Planning and Environment and Wangarang Industries, a disability enterprise, have enjoyed a successful partnership in Orange, NSW for more than 7 years.

In 2016 Wangarang lost a major source of employment for their supported employees when a manufacturing company closed its local operations. The department grabbed the opportunity to approach Wangarang to discuss whether they would be interested in providing cleaning services for their head corporate office. The contract was a huge success, and the department quickly added other services to the contract like garden maintenance, and built a fleet wash bay so that Wangarang’s employees could clean the department’s fleet.

The department now buys a wide variety of services and products from disability enterprises right across the State.

NSW Public Service Commission

The Inspire Collaborative is a sector wide strategic workforce planning (SWP) learning community organised by our team (NSW Public Service Commission’s workforce strategy and design team). It is an opportunity for peers to connect, collaborate and:

  • Explore topics with a SWP focus
  • Share lessons learned from implementing SWP
  • Share SWP tools and resources.

Presented by:
 
Louella Hodge - Principal Advisor, NSW Public Service Commission and
Petrina Singh, Advisor, NSW Public Service Commission


Her team is involved in workforce reform in terms of developing sector wide strategies for strategic workforce planning, organisational role design, change associated with restructure and flexible and hybrid ways of working. 


Petrina Singh is an Advisor in the Workforce Strategy and Design team. She oversees initiatives that hope to build the sector’s maturity in strategic workforce planning. 


Louella Hodge - Full bio

Louella Hodge, is the Principal Advisor in the Workforce Strategy and Design team at the NSW Public Service Commission.

Her team is involved in workforce reform in terms of developing sector wide strategies for strategic workforce planning, organisational role design, change associated with restructure and flexible and hybrid ways of working. The team is also involved in targeted uplift and research around current thinking in these areas.

Petrina Singh  - Full bio

Petrina Singh is an Advisor in the Workforce Strategy and Design team.

She oversees initiatives that hope to build the sector’s maturity in strategic workforce planning including the INSPIRE collaborative and the NSW Government Strategic Workforce Planning Masterclasses.


Caroline Myers - Executive Director, Property, Fleet and Procurement at NSW Department of Planning, Industry and Environment


Caroline has held a number of executive roles managing property, fleet, procurement, and safety and wellbeing operations for the department. In addition to her executive roles within DPE, Caroline is Chair of the DPE Connected Workplace and DPE Emergency Planning Steering Committees.

Caroline Myers - Full bio


Caroline joined the department in 2005 as a commercial lawyer, based in its corporate office in Orange. In 2017 she moved to Charles Sturt University for a period of 5 years as legal counsel, before returning to the department in 2017, taking up the opportunity for a new role in procurement.

Since that time, she has held a number of executive roles managing property, fleet, procurement, and safety and wellbeing operations for the department. In addition to her executive roles within DPE, Caroline is Chair of the DPE Connected Workplace and DPE Emergency Planning Steering Committees and is an active member of the DPE Disability Employee Network and Health, Safety and Wellbeing Steerco.

She loves her job, loves living in Orange and is incredibly proud of her team in Property, Procurement, Safety and Wellbeing in Corporate Services.


Facilitated by:

Allan Mills - Partner, Consulting, Deloitte


Allan leads Deloitte’s awesome teams supporting NSW Government & Universities and committed to the State’s economic transition of NSW to a low carbon future.

Allan Mills - Full bio

Allan’s background spans telco, media and Government from the UK to Australia.

He leads Deloitte’s awesome teams supporting NSW Government & Universities and committed to the State’s economic transition of NSW to a low carbon future.

Working at the intersect of Industry and Government he has been able to work in areas of regional development, environment, energy, regulatory reform and machinery of Government changes.

He has worked as CFO for social services enterprise is the deputy chair for Deloitte’s reconciliation action plan and an advisory board member of Welcoming Cities which is a not for profit helping migrants make a quicker economic and social impact in community.


Typically, case studies like these are only shared internally within their cluster, if at all. This is your opportunity to hear how other areas of the sector approach the challenges in their work and how you can apply their learnings in your own service delivery.

During the session, you will also have the opportunity to ask your questions and share your perspectives with the community via the chat.


How to register

Please use this registration page to register for Making a Difference: Customer Centricity 

If you would like to register for all four events in this series, please use the package page here.

If you are a NSW public sector employee, you are eligible for Affiliate membership free of charge. Join IPAA today.

A link to the event will be sent to those who have registered the day before the event.


Event Details

 Time:

 11:00AM – 12:00PM (AEST/AEDT)

 When:

 Wednesday 22 February 2023

 Where:

 Virtual event via Microsoft Teams

 Cost:

 Members - Free
 Non-members: $99


Be at your best, for NSW.
Register now to secure your spot.

When
22/02/2023 11:00 AM - 12:00 PM
AUS Eastern Daylight Time
Where
AUSTRALIA
Sign in or create an account to register Registration ends 22/02/2023 8:00 AM
AUS Eastern Daylight Time
 

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