Customer-Centric Digital Engagement during COVID-19


Session Overview

In this presentation, you will hear from two communication professionals from the NSW Department of Customer Service: Kara Lawrence, Director of Stakeholder and Community Engagement, and Bradley Matthews, Manager of Digital Communications

Kara and Bradley discuss how customer expectations are shifting during the COVID-19 pandemic, and ask the question: ‘how do you frame your communication strategy taking into consideration the needs of customers and stakeholders first?’

They identify time constraints, the demand for plain English writing and the increasing digitization of communication as key factors for citizen engagement beyond 2020. They also discuss the importance of putting a human face to government, as well as strategies on how to achieve this.

The pair discuss a case study of a successful cross-government consultation launched by the NSW Department of Customer Service about mental health in the workplace during COVID-19.

After watching this video, you will be able to:

  • Identify the expectations of citizens toward government in the age of COVID-19.
  • Learn how to place the needs of customers at the centre of your communication and stakeholder engagement strategies.
  • Understand the platforms and techniques most adept at improving and maximising customer engagement with your organisation.

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