In this full-day workshop participants are encouraged to present and demonstrate concrete examples of citizen-government interaction design cases. Building on these presentations, the remainder of the workshop will focus on interactive discussions and collaborative brainstorming sessions to identify the predominant challenges and opportunities in the area.

Throughout the workshop we hope to spark new design ideas, directions for future research, and prospective collaborations between researchers and practitioners.

Provisional Program

9:00am introduction
9:10-10:40am paper presentations (10 mins talk & 3 mins questions) (See the list of accepted papers below.)
10:40-11:00am Break – morning tea
11:00-12:40pm group discussions – break down by topics
12:40-1:40pm Lunch
1:40-3:20pm Invited speaker Scott Anderson (Centrelink) (30mins & 10 mins questions) (See the abstract below.)
Whole group discussion (60 mins)
3:20-3:40pm Break – afternoon tea
3:40-5:20pm demonstrations & wrap-up
7:00 or 7:30pm Workshop Dinner

Invited Talk by Scott Anderson (Centrelink)

Scott Anderson
Acting Portfolio Manager of the Media and Network Communication Branch, Scott Anderson, will discuss the social and digital strategies the Human Services Portfolio is using to strengthen the relationships between government and the Australian community.

As technology evolves, the way governments need to deliver services is changing also. Scott will discuss how the Human Service Portfolio is adapting to those changes to support customers through difficult periods of their lives.

Scott will talk about key projects in using social networking sites Facebook and Twitter to share government information with the public, monitoring issues in social media and responding to improve customer service, and running online communities to empower customers (including research with CSIRO on social trust between government and citizens online).

Scott Anderson is a National Manager with the Australian Government’s Human Services Portfolio. The portfolio’s agencies – including Centrelink, Medicare Australia and the Child Support Agency – are responsible for delivering government social and health-related services to the Australian people.

Scott has more than 15 years experience in the media and government public affairs. Since late 2009, he has led the portfolio’s approach to issues management, strategic communication and social media engagement.

A feature of the last year has been the portfolio’s exploration of emerging opportunities in digital and social media to improve the way it communicates and interacts with its customers. As a by-product of the dot-com era, Scott has a keen interest in the social characteristics of communication and web 2.0 tools that enable the socialisation of information to create an atmosphere of engagement, transparency and trust.

Previously, Scott held editorial roles at the Canberra Times and Fairfax Digital, which included leading the development of two online city guides.

Accepted Papers

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