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

Sarah Kahlau


Director of Transformation
iCare NSW


12:00 PM Creating the Culture and Building the Technology Infrastructure to Drive Organisational Customer Centricity

Icare was formed in September 2015 through the commencement of the State Insurance and Care Governance Act. They’re made up of six schemes that are committed to delivering better cover, treatment and care to the people of NSW. With more than $33 billion in assets, we are one of the largest insurance providers in Australia. 

Over the past three years, they have delivered against a transformation agenda with the objective to drive customer centricity and better customer outcomes, through implementing core technology, embedding a human-centred culture, and reimagining the way they deliver services.

  • Simplifying systems and eliminating the complexities whilst ensuring regulatory and legislative compliance
  • Establishing a new internal culture: Designing the best possible hiring strategy, upskilling the right people and retaining the best talent
  • Rethinking your technology infrastructure and modernising enterprise wide software platforms


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

Download The Latest Agenda