Date and time: Wednesday 19th August 2020 5.30 - 7.00pm AEST
Topic: Designing a Customer Relationship Management System for monitoring client experience and service outcomes in Bushfire Recovery Victoria – key insights and lessons
Presenter: Christine Samuel, Department of Premier and Cabinet, Victoria
Venue: Via Zoom. Details will be emailed to registrants prior to the seminar start time
Register online by: noon on Tuesday 17th August. Places limited to 100 participants.

This is a free seminar organised by the Victorian Regional Network Committee of the AES. Our seminar series provides an opportunity for you to meet with AES members and others in the evaluation community and to share and learn from the experiences of fellow evaluators.

Seminar overview

Bushfire Recovery Victoria (BRV) was established as a permanent agency in January 2020 to coordinate the Victorian Government’s bushfire recovery efforts in East Gippsland and North East Victoria. A Customer Relationship Management (CRM) System with a client intake and referral module was deployed in BRV’s Community Recovery Hubs (Hubs) to support the Hubs’ operations and client interactions. The CRM will be scaled up over time to meet more of BRV’s business needs and to provide clients a seamless service experience. This presentation will provide high level insights and lessons from BRV, providing an opportunity to reflect on how organisations can use CRMs to draw insights about client and service outcomes.

Presenter's background

Christine Samuel is an Acting Principal Policy Officer in the Outcomes and Evidence Branch at the Department of Premier and Cabinet, Victoria and has worked on the outcomes and evidence reforms currently underway across the Victorian Public Service. She is passionate about using evaluation as an approach to strengthen how government departments generate and use evidence to improve the effectiveness of public policies.

AES Evaluator’s Professional Domain of Competence

This seminar will address Competency 1: Evaluative Attitude and Professional Practice, Competency 5: Project Management, and Competency 6: Interpersonal Skills in the AES Competency Framework. 

Seminar start times
  • Victoria, NSW, ACT, QLD, TAS: 5.30pm
  • SA, NT: 5.00pm
  • Perth: 3.30pm
  • New Zealand: 7.30pm

NB: Please ensure you have access to your email address prior to the seminar start time to access Zoom details. Please check email address details are correct on your registration. Thanks.


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