27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Andrew Agnew

Director, Client Contact Group
Department of Agriculture and Water Resources

1:20 PM Removing the Angst From Customers Through Adapting Available Technology and Process Redesign at Department of Agriculture

3 years ago the Department of Agriculture moved into a service-led delivery model. Where before the Client Contact Group functioned more as a relay service, now, through asking just a few more questions of their inquiries they’re committed to responding to 90% of queries at that 1st point of contact. In this session:

  • How the Client Contact Group has repositioned itself as the ‘Front Door’ of the department 
  • Process Redesign within the group which has enabled the team to accomplish more with less resources
  • How the group has adapted technology, rather than looking to new solutions, to better communicate with customers and each other


Check out the incredible speaker line-up to see who will be joining Andrew.

Download The Latest Agenda