25 November 2021 1pm – 4pm via Zoom
2021 Conference Program
2021 Conference Videos
View the Conference Presentations by clicking on the titles.
Welcome by NLGCSN President
Lee Wear, President National Local Government Customer Service Network & Vice Chairperson Central/Southern NSW Chapter and Team Leader Customer Relations, Camden Council and Introduction of Conference Facilitator
Allister Brockley – Vice President National Local Government Customer Service Network and Team Leader Customer Experience, Albury City Council
Partner Case Study – livepro and Queanbeyan-Palerang Regional Council
Cut through the complexity of decision making and make it easy for the team to provide the correct answer
Dave Callaghan, Director Local Government Solutions, livepro and Nina Needham, Program Coordinator – Customer Relations, Queanbeyan-Palerang Regional Council
Keynote Speaker – Robbi Mack
Heartbeatz – Engaging Hearts & Minds to Elevate Performance – Session 1
Partner Case Study – Enghouse Interactive and Cessnock City Council
Uncovering the expected and unexpected benefits of Quality Management & Recording
Phil Robson, Business Development Manager, Enghouse Interactive and Sharyn Clements, Team Leader Customer Contact, Cessnock City Council
Case Study – Communication Book
Katrina McNamee, Speech Pathologist, Northcott and Lee Wear, Team Leader Customer Relations, Camden Council
Partner Case Study – Proto Partners CX
How to use Customer Experience to Understand Your Customer and Improve Your Business Performance
Kara Weaving, Co-owner and Director of Human Centred Design, Proto Partners CX
Awards Presentation: 2021 National Customer Service Individual of the Year Award
Janelle Nisbet, Judging Coordinator and Managing Director, Progress Training System Pty. Ltd.
Partner Case Study – Well Done International and Eurobodalla Shire Council
Streamlining customer feedback through outsourced customer surveys
Kerrie McLeod, Sales and Marketing Manager and Kellie Johnson, Special Projects Manager, Well Done International Pty. Ltd. with Kate Smith, Customer Service and Information Coordinator, Eurobodalla Shire Council
Keynote Speaker – Robbi Mack
Heartbeatz – Engaging Hearts & Minds to Elevate Performance – Session 2
Awards Presentation: 2021 National Customer Service Team of the Year Award
Janelle Nisbet, Judging Coordinator and Managing Director, Progress Training System Pty. Ltd. Includes Conference Wrap-Up.
2021 Award Sponsors
Platinum Sponsors
Premium Sponsors
2021 Award Winners
2021 National Customer Service Team of the Year Award
Winner – Northern Beaches Council
Highly Commended – Campbelltown City Council
Highly Commended – Shoalhaven City Council
Finalists
- City of Canterbury Bankstown Council
- Lockyer Valley Regional Council
- Mid Coast Council
- Sunshine Coast Council
2021 National Customer Service Individual of the Year Award
Winner – Cessnock City Council- Trish McCool
Finalists
- Camden Council- Karli Fairclough
- Lockyer Valley Regional Council- Kerrilyn Hoger
Awards - Key Dates
9 August 2021: Award Nominations Open
29 October 2021: Award Nominations Close
15 November 2021: Finalists Announced
25 November 2021 1pm – 4.30pm: Virtual National Conference and Awards Ceremony
Awards Probity
The Executive Committee have undertake all actions to ensure no involvement in the awards process and maintain probity. No Executive Committee members have or will have access to any correspondence with applicants or the award submissions, including the process of receiving, downloading and distributing the submissions to the judges. Additionally, they will not find out who the winners are until the Gala Awards Dinner during the presentation ceremony.
Receipt of Award Submissions
Award submissions are to be ONLY made online via this form to an account only viewable by The Network’s marketing consultant.
Preparation of Award Submissions for judging
All award submissions will be downloaded (but not viewed) by our marketing consultant to a Dropbox folder on their account which will be shared by the judges only.
Judging Panel
Sponsors of the Conference will be invited to be on the judging panel, but only if there is not a perceived or real conflict with the Councils who make submissions. For each award category, the sponsors will be provided a list of Councils who have submitted, to enable them to excuse themselves from that category based on perceived or real conflict and/or that they will be striving to engage in commercial activities with any of the applicants in the coming months.
The judges will independently access each application and then convene in early August to determine the winner and finalist of each category. This information will only be shared with the Network’s marketing consultant to enable the design and purchasing of plaques and certificates.