27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Andrew Agnew, Director, Client Contact Group at Department of Agriculture and Water Resources

Andrew Agnew


Director, Client Contact Group
Department of Agriculture and Water Resources

Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019


1:05 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