Craft Conversations - Implementation and Services

This video was recorded in March 2022 of the APS Academy’s Craft Conversations event for the craft of Implementation and Services. The video features APS Academy Faculty lead for this craft, Matt Cahill, Former Deputy Secretary, Services Australia. Panellists who took part were: Jacqui Marchment – A/g Assistant Commissioner, Client Account Service, Service Delivery, ATO; Chris O’Keeffe - Service Manager of the Canberra Smart Centre, Services Australia; and Barbara Thompson – Director, Customer Contact and Support, 2021 Census.

Participant benefits

• Learn about the Implementation and Services Craft
• Hear from Implementation and Services Faculty and government experts as they share their personal insights and experiences with delivering great customer service.
• Receive advice on how these practitioners are achieving successful customer service wins and their philosophy's on how best to approach service delivery.

Considerations

You need to have an APSLearn account to be able to access the content.

Suitable for

All Staff

Category and User Level

This resource aligns with the Implementation and Services Craft at the Foundation level