How customer-centric services reflect an organisation's end-to-end processes

Digital transformation is not just about technology enablement for insights, seamless processes & integrated architecture. At the end of the day, exceptional customer-centric services are a direct reflection of an organisation's end-to-end business processes.

Paul Shetler, former Chief Digital Officer for Australia has worked in creating bespoke digital services across the globe. "Applying the technologies and methodologies of the industry is key to delivering customer-first services" said Shetler. "When you deliver services today, your users expect them to match a certain level of simplicity and unified structure that they come to know from industry. Any organisation's first objective in digital transformation should be to hide the complexity of the system from their users, rather than forcing them to handle the whole supply chain themselves."

Shetler went on to say that "it's not simply hearing about what works, but more importantly about what doesn't. I was quite impressed with how the New Zealand Department of Internal Affairs (DIA) mapped their journey from a design point. They are quite advanced because their journey maps look at implementation and failure, as well as success, to ensure they are moving in the right direction."

From the 14 – 16 May, Shetler will join several speakers from the DIA, heads of information, chief digital and data officers, and a range of other experts and thought leaders at the 3rd annual All-of-Government NZ Digital Transformation summit at the Westpac Stadium in Wellington. Local and international speakers and attendees will be joining together to discuss what best practice approaches government will look to take in the upcoming year, and how they fit into the larger journey map for a global strategy.


May, Auckland.


The Department of Internal Affairs is now working on better ways to deliver the services that matter across New Zealand's government. As a member of the Digital 9, New Zealand has been at the forefront of digital transformation worldwide and is always adapting to the challenges at hand. "We're re-orienting to do government differently," said Darryl Carpenter, Manager for Integrated services at the DIA. "We want people at the pointy end of digital government to move away from silo service design and to truly create something that works for real people through collaborative design across government."

The event will cover a broad range of digital transformation considerations for technological and digitally-minded government leaders and offers a range of different collaborative and interactive sessions that will be instrumental in crafting the journey maps that the New Zealand government will be implementing. The spirit of collaboration will ensure that digital transformation will be benchmarked across the Government.

If you are a professional working on digital transformation in central or local government, statutory authorities, or DHBs, come to learn and engage with like-minded people that share a passion for building the digital future of New Zealand. For more information or to book visit

Use VIP code Digi-10 when registering to save 10% off your ticket.