Customer Experience & Service Delivery Forum
Citizens experience government not through policy documents but through the quality of the services they receive every day — at the hospital, the revenue office, the road, the school. This stream puts the citizen at the centre of the governance conversation.
What this stream covers.
Citizens experience government not through policy documents but through the quality of the services they receive every day — at the hospital, the revenue office, the road, the school. This stream puts the citizen at the centre of the governance conversation.
From immigration and border services to water and utility delivery, the discussion focuses on measurable service standards, complaint and feedback loops, and the frontline reforms citizens actually notice.
- Service standards benchmarked against comparable agencies
- Frontline reform models with measurable citizen impact
- A network of agency heads tackling the same delivery gaps
Practitioner panel with agency heads on frontline delivery, plus a service-design workshop segment.
Heads of citizen-facing agencies, service delivery reformers, and customer experience leads in government.
Reserve your APSCA 2027 early-bird pass and be first to hear about next year’s streams.
Reserve early-bird passSpeakers
The speaker line-up for this stream is being finalised.
Speakers for the Customer Experience & Service Delivery Forum will be announced as APSCA 2026 approaches.
See the full speaker roster