25 - 26 September, 2018 | Park Royal Darling Harbour, Sydney

Rebecca Toohey


Director, Leadership and Capability
Department of Education and Training, Queensland


9:50 AM How Queensland’s Department of Education is Injecting Customer Centricity into its Schools’ Shared Services to Standardise Processes and Improve Productivity

The South East region in Queensland is 1 year into a major transformation which is focused on customer centricity and productivity. This involves process mapping and creating a tracker of who does what within the advisory functions. Although this includes non-traditional shared services such as mental Health Coaching, Senior Guidance, Professional Development of leaders, the principles are the same. This aims to embed predictability, uniformity and quality assurance. Not only will improve the level of service delivery but also enable a greater level of productivity and positively impact the most important citizens, school children.

  • Cataloging services through a customer centric lens
  • Setting a tracker to identify who is responsible for each service at different stage in the customer journey
  • Creating a benchmark for standardisation, turnaround times and productivity
  • Avoiding the challenges of a top heavy organisation


Check out the incredible speaker line-up to see who will be joining Rebecca.

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