Citizen Insights: Better understanding, Better services

Events - 6 Aug 2015

Downlaod Presentations From this Session

Peter Batskos Market and Social Research
Jason Hutchinson - Data driven insights
Chris Avent - Serving the Citizens of Western Australia 

Useful Links

Upcoming IPAA WA Engagement Workshops:

Facilitation Tools and Techniques (19 Aug; 9 Nov) 
Engaging Your Stakeholders and the Community (2 Nov) 
Embedding Engagement (24 Nov)

PwC Report: Transforming the citizen experience, One Stop Shop for public services

View Photos Below

The public service stands to benefit from the increasing sophistication of citizen engagement, market research and big data analysis by delivering better designed and more effective services, more efficiently.

In recent commentary around public service innovation and reform much is made of citizen centric service creation, design and delivery. It is timely therefore that we discuss just how leading practitioners are taking advantage of current tools to better identify citizen needs.

The opportunity exists now to detect actual patterns of behaviour through the use of dynamic digital datasets. Who is making use of this? What does it mean for service delivery into the future?  How does it differ from what we have done in the past? What are the advantages? When should you make use of more traditional means of surveying and engaging citizens?

This session featured representatives of leading public sector agencies, service organisations and social researchers discussing the most effective contemporary practices in citizen engagement, citizen insights, and converting insights into improved services.

Topics Included:

  • Public sector performance
  • Strategic planning – risk assessment and horizon scanning
  • Listening organisation
  • Service design and delivery


Susan Hunt PSM
Chief Executive Officer
Perth Zoo




Jason Hutchinson
National Creative Director and Partner
Deloitte Digital

A professional creative thinker, designer and problem-solver for more than 20 years, Jason has an unsatisfied burning desire to create, build and make things better. He has designed and implemented award-winning digital projects for some of Australia’s largest organisations.

Since his appointment as the national creative director of Deloitte Digital in 2010, Jason has more than tripled the size of the creative team and helped the company establish a global reputation as a digital and creative leader.

Deloitte Digital is now around 270-strong across the Australia and in 2012 Jason became their first-ever creative partner anywhere in the world. Jason has worked with a variety of organizations across different industries including automotive, government, financial services, and travel. He has a passion for creating strategically sound, idea driven solutions and has extensive experience in delivering large scale user experience consulting and implementation projects across both traditional web and mobile. 

Peter Batskos
Lecturer, School of Marketing
Murdoch University  

After graduating from the University of Western Australia, Peter worked at the Melbourne headquarters of the ANZ Bank and Telstra Mobiles working in market research, CRM and brand management. He then joined a national business consulting firm working in market research, planning and direct response advertising where clients included: Sydney City Council, Auditor General WA, Visa Asia Pacific, TransPerth, Sydney Rail, Sydney Airport, Police Bike Education WA, Health Department WA, Commonwealth Education Department and Coca Cola Australia. 

For last the last 8 years Peter has worked as a full time marketing discipline lecturer at Curtin Business School and the School of Management and Governance at Murdoch University. He has a first degree in mathematics and sociology and post graduate qualifications in business. 

Chris Avent
Deputy Electoral Commissioner
Western Australian Electoral Commission

Chris Avent is the Western Australian Deputy Electoral Commissioner. His career has spread across a diverse mix of public sector policy, communications, procurement  and managerial roles, and across a wide range of agencies and work places.  His current role involves engaging with the entire Western Australian electorate and endeavouring to meet the specific service requirements of its numerous segments.