A Web Directions event Transform 2017 Australia's Digital Government Conference

Session Details

Belinda Kellar

Personalised and proactive service delivery for seniors

Belinda Kellar Director, CX, DSITI Qld

In Queensland there are over 665,000 people aged 65 years or older – around 14% of the state’s population. The Queensland Government has been working with older Queenslanders to improve access to concessions and the support they need to stay healthy and active for longer and make their money go further.

The traditional siloed approach means many are confused and frustrated with getting information, inconsistent application processes and having to repeat their information and visit multiple service counters and or websites. Now seniors can complete one simple online process, prove their identity and entitlement, select the concessions they want and that's it, done. The case study will discuss the Queensland Governments journey to joining up services across government and other providers to improve customers experience and reduce effort.

This presentation will cover:

  • Successes to date in joining up and personalising services
  • Benefits of a iterative agile delivery approach and
  • the challenges in meeting customer expectations for personalised and proactive service delivery.

Belinda Kellar

Belinda has a diverse background across both the government and non government sectors delivering customer centred change programs. She is part of the team within the Queensland Government focussed on making it simpler and easier for customers to access the information and services. Responsible for delivery of voice of customer programs and a range of cross agency service transformation projects, her focus is on the optimal utilisation of people and technical capabilities to transform the way services are delivered. She loves the challenge of bringing together stakeholders across government to deliver real improvements to customers.

Don't miss your chance to see Belinda and other inspiring speakers at Transform.

Tickets start at $599, for an in-depth day with the world's leading Government digital service design experts.

Register Now

Australia's Digital Government Conference.

CanberraWorkshop March 29th Conference March 30th

Register Now

What is Transform?

Australia's Digital Government Conference

As user centric approaches to Government service delivery, pioneered by the UK Government Digital Service change how Governments worldwide meet their citizen's needs, Web Directions brings you experts from the GDS, Code For America, the US Digital Service and Australia's own Digital Transformation Office to address this vital issue.

Whether you're in Federal, State or Local Government, or work with Governments of any level to deliver services, Transform will keep you up to date with developments in Government service design and delivery.

Register Now

Praise for past Web Directions events

Phil Whitehouse
Web Directions is the must-attend event of the year for anyone serious about web development.

Phil Whitehouse,
Innovation Lead DigitasLBi

Ethan Marcotte
I’ve been admiring the Web Directions events for years, and was honored to be part… What a fantastic event!

Ethan Marcotte,
inventor "responsive Web design"

Dave Greiner
Out of any conference, Web Directions is far and away our favourite

Dave Greiner,
founder Campaign Monitor

our audience watches intently

About Us

Co-founded and now run by John Allsopp, Web Directions has for over a decade brought together leading developers, engineers, visual, IxD, UX and product designers, Art and Creative Directors, indeed everyone involved in producing web and digital products to learn from one another, and the World's leading experts across this vast field.

We spend our lives thinking about what comes next, keeping up with trends in technology, practices and processes, and filtering the hype, to make sure you don't miss trends that matter, and don't waste time on hype that doesn't.

We promise attending one of our events will leave you significantly better versed in the challenges you face day to day, and in solutions for addressing them.

In 2017, we'll be organising Respond in Sydney, Melbourne and Brisbane Transform in Canberra, Code in Sydney, Melbourne and Brisbane, and Direction in Sydney.

vignettes form our events, social, speakers and more. Includes Hannah Donovan skylarking.

John Allsopp

John Allsopp has been working on the Web for over 20 years. He's been responsible for innovative developer tools such as Style Master, X-Ray and many more. He's spoken at numerous conferences around the World and delivered dozens of workshops in that time as well.

His writing includes two books, including Developing With Web Standards and countless articles and tutorials in print and online publications.

His "A Dao of Web Design" published in 2000 is cited by Ethan Marcotte as a key influence in the development of Responsive Web Design, who's rightly acclaimed article in 2010 begins by quoting John in detail, and by Jeremy Keith as "a manifesto for anyone working on the Web".

Code of Conduct

For over a decade, we've worked hard to create inclusive, fun, inspring and safe events for the Web Industry.

As part of our commitment to these values, we've adopted a code of conduct for all involved: ourselves, our speakers, our partners and our audience.

If you have any concern or feedback, please don't hesitate to contact us.