Deliver Better Citizen Outcomes in an Era of Rising Expectations
Councils are under increasing pressure to deliver responsive, connected and efficient services while managing growing community expectations, budget constraints and workforce challenges.
Join local government leaders from across Victoria for an exclusive executive workshop exploring how AI, modern customer experience platforms and connected business applications can help councils transform service delivery.
Hosted by Microsoft and Velrada, this interactive session combines thought leadership, practical demonstrations and peer discussion to showcase how councils can improve citizen engagement, empower employees and create more efficient service delivery models.
What You'll Learn
- Practical AI use cases already delivering value in local government
- Modern approaches to customer service and citizen engagement
- Strategies for improving operational efficiency across council functions
- How connected platforms support better staff and citizen experiences
- Approaches for modernising service delivery while leveraging existing technology investments
- Considerations for CRM modernisation, contact centre transformation and AI adoption
- Real-world pathways for delivering transformation incrementally
Who Should Attend?
- Heads of Transformation
- Heads of Customer Experience
- Heads of Digital Services
- Chief Information Officers (CIOs)
- IT Leaders & Digital Strategy Leaders
- Heads of Corporate Services
- Service Delivery Executives
Join the Discussion
Places are limited to ensure meaningful discussion and peer engagement.
Register your interest to join fellow local government leaders for a practical conversation about AI, service delivery transformation and the future of citizen experience.
Agenda at a Glance
8:30 AM – Arrival Coffee & Networking
9:10 AM – The Future of Council Service Delivery
9:35 AM – AI in Action: Practical Applications for Local Government
Discover how AI is being applied across local government to improve productivity, streamline operations and enhance citizen experiences.
Topics include:
- Agentic AI and emerging public sector use cases
- Improving employee productivity and efficiency
- Enhancing citizen engagement and service experiences
- Opportunities for automation and process optimisation
- Practical adoption pathways for councils
10:15 AM Morning Tea & Networking
10:35 AM – Modern Service Delivery in Action
Explore how councils can modernise customer and service delivery experiences while leveraging existing systems, processes and technology investments.
Through practical demonstrations and real-world scenarios, attendees will see how connected platforms, AI and modern engagement capabilities can help:
- Improve citizen experiences across service channels
- Connect customer interactions with operational processes
- Increase visibility and collaboration across teams
- Streamline service requests and case management
- Enhance productivity through AI-assisted workflows
- Deliver value without large-scale system replacement programs
11:25 AM – Open Discussion: What’s Next for Victorian Councils?
A facilitated discussion focused on the opportunities and challenges facing local government as organisations seek to modernise service delivery and adopt AI responsibly.
Discussion themes include:
- Citizen experience and service delivery priorities
- AI readiness and adoption opportunities
- Data, governance and change management considerations
- Lessons learned from transformation initiatives
- Peer perspectives, questions and discussion