Citizen Insights: Better understanding, Better services

Event Date: 
06 August 2015
Novotel Perth Langley
221 Adelaide Terrace, Perth WA 6000

The public service stands to benefit from the increasing sophistication of citizen engagement, market research and big data analysis by delivering better designed and more effective services, more efficiently.

In recent commentary around public service innovation and reform much is made of citizen centric service creation, design and delivery. It is timely therefore that we discuss just how leading practitioners are taking advantage of current tools to better identify citizen needs.

The opportunity exists now to detect actual patterns of behaviour through the use of dynamic digital datasets. Who is making use of this? What does it mean for service delivery into the future? How does it differ from what we have done in the past? What are the advantages? When should you make use of more traditional means of surveying and engaging citizens?

This session will feature representatives of leading public sector agencies, service organisations and social researchers discussing the most effective contemporary practices in citizen engagement, citizen insights, and converting insights into improved services.


» Public sector performance
» Strategic planning – risk assessment and horizon scanning
» Listening organisation
» Service design and delivery


» Jason Hutchinson
National Creative Director and Partner, Deloitte Digital

» Peter Batskos
Lecturer, School of Marketing, Murdoch University

» Chris Avent
Deputy Electoral Commissioner, Western Australian Electoral Commission

Institute of Public Administration Australia WA
9360 1400
9360 1410
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