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IWA Conference‘Trust: a critical success factor for Culture, Customers and Community’
22 and 23 November 2018Crown TowersLevel 1, River Room8 Whiteman Street,Southbank.
We would like to thank our event sponsors:
CONFERENCE PROGRAM
The theme for this November’s conference is Trust: a critical success factor for culture, customers and community and will feature presentations that highlight the key factors for trust-building in society through ethical and engaged leadership.
The program features presentations from Peter Day, Director, South East Water, Tracey Slatter, Managing Director, Barwon Water, Deborah Glass OBE, Victorian Ombudsman and Chris Dalton, Corporate Secretary, GMW. The IWA Customer Special Interest Group will present a case study showcasing thought leadership on trust and how that translates through to customer and community experience.
The Conference will include guest speaker Rocky Scopelliti a world-renowned futurologist and author. A distinguished author, his 12-published thought leadership research reports have
become internationally recognised for their influence including being featured in the World Economic Forum’s Disruptive Innovation in Financial Services Program.
Rocky will explore the themes of; ‘Interconnected Trust’ He will explain why we need to shift from the question of ‘who’ do you trust? to ‘what’ do you trust? and what do leaders need to prepare for with how the fourth Industrial Revolution challenges in the way we live work and relate to one another.
The conference dinner will feature Saroo Brierley, author of the book “A Long Way Home”. The film “Lion’’, based on his autobiography was nominated for six Academy Awards and starred Nicole Kidman and Dev Patel. Saroo’s is a remarkable and touching story of survival and sheer determination.
Friday 23 November 2018 Proudly sponsored by:
‘Trust: a critical success factor for Culture, Customers and Community’Venue: Level 1, River Room, Crown Towers, 8 Whiteman Street, Southbank.
8.30am Coffee and Registration
8.50am Welcome and opening comments Charmaine Quick, IWA Vice President 2018/19 Executive General Manager, Service Delivery, Melbourne Water
8.55am Welcome to Country
9.05am Sponsor’s address Francois Gouws, Managing Director, TRILITY
9.10am Keynote Speaker Rocky Scopelliti, Futurologist and author Interconnected Trust. The fusion of demographic, digital and data disruption for a 4th industrial revolution world
10.05am Deborah Glass, The Victorian Ombudsman, OBE Trust in Government. The Victorian Ombudsman’s view on the whole of Government trust paradigm and translating this to how we build and sustain trust
10.30am Morning tea
11.00am Peter Day, Director, South East Water Trust in the boardroom. Interpreting, measuring, building, supporting and guiding businesses on trust and how this translates to the culture of the business
11.25am Tracey Slatter, Managing Director, Barwon Water Trust in the business. How trust works from the boardroom to the business - a long term view of changing landscape
11.50am Chris Dalton, Corporate Secretary, Goulburn-Murray Water Trust in practice: Standing with the Roundheads Governance SIG showcase
12.05pm Rosemary Lowe, Strategic Projects, Customer and Community Relations, Western Water and Grant Colling, Divisional Manager Service Transformation, Yarra Valley Water 23 years of collaboration and connection to build platforms for customer trust. Customer SIG showcase.
12.20pm Closing comments Charmaine Quick, IWA Vice President 2018/19
12.30pm Lunch and close
CONFERENCE PROGRAM Friday 23 November 2018 Proudly sponsored by:
CONFERENCE SPEAKERS
Keynote Speaker: Rocky Scopelliti Futurologist and author
Rocky’s pioneering research on the confluence of demographic change associated with Millennials, and digital technology, have influenced the way we think about our social, cultural, economic and technological future. His new book ‘Youthquake 4.0 – There’s a New Generation and a New Industrial Revolution’ was launched in September 2018.
As a media commentator, his unique insights have featured on SKY Business News, The Australian Financial Review, ABC Radio National, The Economist, Forbes and Bloomberg. As an international keynote speaker, his presentations have captivated audiences across Asia Pacific, the USA and Europe including Mobile World Congress in Barcelona. As a thought leader, over 150 boards and leadership teams, including Fortune 100 corporations, each year seek his advice on strategy.
In an executive capacity, he is a member of the Optus Business Leadership team as the Director, Centre for Industry 4.0 where he leads the specialist team creating world class thought-leadership and innovation on the Fourth Industrial Revolution.
In a non-executive capacity, he is a director on the board of Community First Credit Union, a member of the Retail Employees Superannuation Trust Technology Advisory Panel and a member of the Australian Payments Council. Educated in Australia and trained in the USA at Sydney and Stanford Universities respectively, he has a Graduate Diploma in Corporate Management and an MBA. He is also a graduate and member of the Australian Institute of Company Directors.
Deborah GlassDeborah Glass OBE was appointed Victorian Ombudsman in March 2014 for a term of 10 years. As the Victorian Ombudsman, Deborah and her office has jurisdiction to review the administrative decisions and actions of over 1000 public authorities.
Deborah was raised in Melbourne where she studied law at Monash University. She practiced law briefly before joining a US investment bank in Switzerland. She has held senior positions at the Hong Kong Securities and Futures Commission, the UK’s Investment Management Regulatory Organisation, Police Complaints Authority, and the Independent Police Complaints Commission of England and Wales (IPCC). Most recently she was Deputy Chair of the IPCC and the Commissioner responsible for London, and for many high profile criminal and misconduct investigations into police conduct.
Deborah is passionate about social justice, humanising the public’s interaction with government and addressing the disproportionate effects administrative action has on certain groups within the community.
Rosemary LoweStrategic Projects, Customer and Community Relations,
Western WaterRosemary Lowe has more than 30 years’ experience in customer service and currently manages the Customer Service Team at Western Water.Rosemary’s background is pri-marily based in the telecommu-nications and water industries in roles including customer liaison, complaint handling, training offi-cer and various leadership posi-tions. Rosemary is a senior point of reference for complex custom-er enquiries and is responsible for implementing system and work practice improvements that deliver better outcomes for West-ern Water customers. Rosemary is a member of the Industry Wa-ter Association (IWA) and has been Convenor of the Customer Service SIG since June 2017.
Tracey SlatterManaging Director,
Barwon Water Tracey Slatter commenced as Managing Director of Barwon Water on January 16, 2017.Before joining Barwon Water, she spent almost four years as Chief Executive Officer at the City of Port Phillip.Tracey has extensive leadership experience in the health, commu-nity, government and local gov-ernment sectors.She enjoys leadership challenges and is passionate about achiev-ing excellent outcomes and imp- roved value for the community.
CONFERENCE SPEAKERS
Chris DaltonCorporate Secretary,
Goulburn-Murray Water Chris Dalton strongly believes that good governance improves both trust and efficiency. Chris has extensive experience in governance, financial reporting, compliance and risk manage- ment. This experience has been gained in a variety of roles at organisations including Pricewa-terhouseCoopers, ASIC, VAGO, Coliban Water and GMW. Chris lives in Elmore and is active in his community as Chair of the Finance Committee of the Ang- lican Diocese of Bendigo and formerly as a Community Bank director.
Grant CollingDivisional Manager Service
Transformation, Yarra Valley Water
Grant Colling is the Manager of Service Transformation Divi-sion at Yarra Valley Water. Grant is a Six Sigma black belt and passionate about process im-provement. He currently leads a Team of specialists focusing on transformational improvement for the Retail Service Group.Grant has been in the Water Industry 41 years and in the past has managed Yarra Valley Water’s Field Maintenance con-tract and its Customer Contact Centre. He was the Convener of the IWA Customer SIG from 2013 to 2017.
Peter DayDirector,
South East Water Mr Day was appointed as a Director of South East Water in October 2015 and reappointed in October 2017. Mr Day previ-ously held executive positions as Chief Financial Officer of Amcor, Chief Financial Offi-cer and Executive Director at Bonlac Foods and Managing Director Business Services with Rio Tinto. He is currently a non- executive Director of a number of ASX listed companies including Alumina, Ansell and Australian Unity Office Fund. Mr Day was a Director of Gippsland Water from October 2008 to Septem-ber 2015. He is also involved in not-for-profit activities for disability services and financial education mentoring.
Special Interest Group Convener Phone contact Email
Executive Assistants Roslyn Shipton (03) 9872 1100 [email protected]
Corporate Governance Rebecca Hanley (03) 5320 3238 [email protected]
Finance Nicholas Moore (03) 5177 4619 [email protected]
Information Technology Venu Annam 0478 752 855 [email protected]
Technical Services Stephen AnswerthRobert Murphy
(03) 5320 3351(03) 9218 5467
[email protected]; [email protected]
Customer Service Rosemary Lowe (03) 9218 5496 [email protected]
Energy & Greenhouse Megan Kreutzer (03) 4408 5451 [email protected]
Human Resources Annette Katiforis 0447 256 266 [email protected]
Communications Jacinta Burke (03) 5177 4784 [email protected]
In conjunction with this Conference, the following Special Interest Groups of the IWA will be meeting on Thursday 22 November 2018 Level 1, The Crown Promenade, 8 Whiteman Street, Southbank.
For details of these meetings please contact the Conveners listed below:
SPECIAL INTEREST GROUPS
Please note the Educator SIG will not meet in November as they had their meeting in September. For further information please contact the Educator convener Jenny Kenshole (03 9872 1671) Email: [email protected]
Join us for the Conference Dinner:
Date: Thursday 22 November 2018
Time: 6.30pm Pre-dinner drinks, 7pm start
Venue: River Rooms, Crown Promenade 8 Whiteman Street Southbank Victoria 3006
Dress: Afterfiveattire
ENTERTAINMENT - Saroo BrierleyBorn in a small Indian village, at the age of five Saroo lost complete contact with his family when he was lost at a train station while waiting for his brother. After living on the streets of Calcutta and being declared a ‘lost child’, he was placed in a local orphanage and went on to be adopted by an Australian family, with whom he grew up in Hobart. Deter-mined to uncover his past, he embarked on an epic and yet deeply personal rediscovery.The moving climax of this journey made headlines across the globe. His story is recounted in his autobiography ‘A Long Way Home,’ which was published in 2014. This was the basis for the film of Saroo’s life - LionThe film Lion, based on his autobiography was released in November 2016 to great acclaim. It has been nominated for four Golden Globe and six Academy Awards and stars Nicole Kidman and Dev Patel. It has won two BAFTA Awards for Best Sup-porting Actor(Patel) and Best Adapted Screenplay. The film was also commercially successful making $140 million worldwide, becoming one of the highest-grossing Australian films of all time. Saroo’s is a remarkable story of survival and sheer deter-mination culminating in an intensely moving reuniting with his mother.
Registrations for the conference and dinner are available online via the IWA website. Please click below to register for the conference by Tuesday 13th November 2018.
REGISTER
CONFERENCE DINNER
CONFERENCE REGISTRATION
Proudly sponsored by:
Accommodation can be secured now at the Crown Promenade with special rates for our delegates.
Crown Promenade Melbourne8 Whiteman Street, Southbank, Melbourne VIC 3006
Please click the Crown Promenade link below to book your conference accommodation online.
NEXT IWA CONFERENCE 28 February and 1 March 2019
RACV Healesville Country Club Retreat, Yarra Valley and Yarra Valley Estate, Dixons Creek.
Crown Promenade MelbourneEmail: [email protected] Tel: +61 3 9292 6688 Facsimile: +61 3 9292 6677 Toll Free: 1800 776 612 (within Australia only)
Please ensure that you quote “IWA Conference November 2018” to get the negotiated group rate. Please find the contact details if you wish to make a reservation by phone or email:
Standard $270.00pp and One buffet breakfast at Mesh Restaurant – inc Wi-FiStandard $300.00pp and Two buffet breakfasts at Mesh Restaurant – inc Wi-Fi (rate is for two people)
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