The theme for Public Sector Transformation Conference 2019 is Redesigning Public Service Delivery: The Service Journey Approach. It aims to inspire and encourage public officers, especially those in service design and implementation roles, to rethink service delivery from the citizens’ point of view.
Hear from experts and practitioners helming service design projects and initiatives in the public and private sectors, and gain insights about the trending developments in public service transformation efforts.
Registration for the PST Conference is FULL! You can still catch the conference ‘live’ by tuning in to Workplace - WOG [FYI] group, or approach your PSW agency rep to enquire about conducting a live screening at your agency on the event day.
|9.30AM - 10.00AM
Leo Yip, Head of Civil Service
|10.00AM - 10.25AM
||Keynote: The Belgian Approach Towards Life Events
Frank Leyman, Manager of International Relations Digital Transformation Office, Belgium
||Keynote: Transforming Service Delivery with Multi-disciplinary Teams
Bojan Blecic, Senior VP, Head Experience Design, OCBC Bank
|10.45AM - 11.35AM
||Cross-Agency Panel Sharing & Discussion: The Value of Adopting a Life-Moment Approach for Citizen-Centric Services
Jane Lim, Assistant Chief Executive, IMDA
Dominic Chan, Director, MOL, GovTech
Eugene Toh, Director, Pro-Enterprise Division, MTI
Tan Chia Han, Assistant Commissioner of Police, Singapore Police Force Seconded to Lazada
|11.35AM - 12.00PM
||Keynote: Sharing New Zealand's Digital Inclusion Story
Karl McDiarmid, General Manager of Service Innovation, Department of Internal Affairs, New Zealand
|12.00PM - 12.10PM
||Closing: The Journey Ahead
Kok Ping Soon, Chief Executive, GovTech
*More details to come. Conference programme is subject to change
Learning Journey & Masterclass
Learning Journey @ SingTel: OmniChannel Retail Experience & Design Philosophy
16 Jul, 9am - 10:30am, SingTel
Learn how SingTel does omni-channel type of Service Delivery (through online and offline).
Who should attend: Project leads who are looking at integrating online and offline touchpoints for their services.
Learning Journey @ Grab: The Evolution of Service Design in Grab
18 Jul, 2pm - 4.30pm, Grab Office
Grab’s vision is to “Drive Southeast Asia Forward” by solving real-world transport problems and addressing the needs of 620 million people in Southeast Asia. Get insights how leading ride-hailing transport service provider applies Service Design in building their services.
Who should attend: Project leads involved in transforming teams for innovation-led Service Delivery.
Learning Journey @ OCBC: Designing Transactional Services with Multidisciplinary Approach
18 Jul, 2pm, OCBC Experience Lab
OCBC Bank is a forerunner in Service Delivery, constantly evolving to please consumers. Find out how they improve Service Delivery through experimentation and prototyping.
Who should attend: Projects leads working to launch new products or services, or seeking to refresh existing products or services.
IRAS Masterclass: Transforming the taxpaying experience for Singapore business (with sharing by Fjord & Accenture)
18 Jul, 2pm, Inland Revenue Authority of Singapore (IRAS)
In face of rapid technological advancements Inland Revenue Authority of Singapore (IRAS) embarked on a transformation journey to redefine the experiences of taxpayers. Adopting an outside-in and human-centric approach, IRAS conducted service design projects to better understand taxpayers needs in three key segments – individuals, small & medium enterprises (SMEs) and large businesses. Through this hands-on clinic, find out how IRAS applied design thinking to gain a deeper understanding of the realities and challenges of SMEs, and how the insights and findings were used to create a taxpayer-centric ecosystem.
Who should attend: Public Service officers interested how service design can push boundaries and redefine citizens’ end-to-end experience.
Service Blueprinting Workshop by GovTech-GDS
18 Jul, 2pm, Festival Arts Theatre, Our Tampines Hub
Learn about Digital Projects Lifecycle and Service Blueprinting from GovTech’s Government Digital Services team, who will cover digital touchpoints to consider when designing and implementing a Service Journey, and synergetic design between operators and technologists (OpsTech).
Who should attend: Suitable for officers interested in Service Journeys and Blueprinting.
Strategic Application of Service Journeys Workshop by PSD InnoLab
18 Jul, 2pm, Lifelong Learning Institute @ Paya Lebar Event Hall 1-2
What’s the best practice to adopting Service Journeys? Try adopting a systems view to achieve more forward-looking and holistic outcomes.
Who should attend: Public service officers looking to grow the scale of their Service Journeys.
Please refer to our FAQ for more information.
For further enquiries, please call 8869 2642 (weekdays, 10am-6pm) or email: CMG_Events@tech.gov.sg.