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Australian Infrastructure Dialogue 2018

Customer stewardship: unlocking community trust and performance

100 Australian infrastructure decision makers discuss Australia's future direction.

The 2018 Australian Infrastructure Dialogue was brought to you by the John Grill Centre’s Better Infrastructure Initiative, in conjunction with our leadership partners, National Australia Bank and Transport for NSW.

The event was fully booked with the highest and most diverse representation from industry achieved so far from all Australian Infrastructure Dialogues the Better Infrastructure Initiative has convened in the last three years. We had strong support from CEOs, industry leadership and regulators on Customer Stewardship in Infrastructure.

This year's Dialogue further delved into 'customer stewardship' and its practice. Through the collective experience and insight of our five keynote speakers, fireside chat and three panels we examined what good practice looks like, the pivotal role the customer plays in infrastructure and how government and industry can make inroads to unlocking community trust and investor.

Our keynote speakers

The Hon. Melinda Pavey, MP

Customer Stewardship, translating vision into action

The Hon. Melinda Pavey, MP
Minister for Roads, Maritime and Freight, Parliament of NSW

Dr Ken Henry AC

A greater nation: The role of business in the future of Australia's infrastructure

Dr Ken Henry AC
Chairman, National Australia Bank

Read the full speech here.

Why customers matter in building a successful global infrastructure portfolio

Brett Himbury
Chief Executive Officer, IFM Investors

Industry call to action

Geoff Culbert
Chief Executive Officer, Sydney Airport

Engendering community trust

Kristine Cooney
Group Executive Customer, Transurban

Our fireside chat and panels

Fireside chat

'Where does the buck stop in earning customer trust in infrastructure'

Garry Bowditch challenged the fireside chat members with questions relating to their respective experience as customers and how their insights could be applied as lessons learned in earning customer trust. The fireside members comprised of Cristina Cifuentes, ACCC alongside Brett Himbury, IFM Investors and Roy Cummins, Port of Brisbane.


Investors as enablers of customer stewardship and trust in infrastructure

Panellists included the collective experience of Matina Papathanisiou, QIC, Paul Oppenheim, Plenary Group, Connie Sokaris, National Australia Bank, Danny Latham, Colonial First State.

This panel was chaired by the Centre’s own Gordon Noble – Principal Advisor, Better Infrastructure Initiative.


Customer Stewardship Exemplars 2018

2018 Customer Stewardship Exemplar panel

The exemplar panel included: Chris Clifton, Plenary Group, Krishan Tangri, Brisbane Airport, Angela Tsoukatos, Sydney Water, Colin Chanter, Infranexus (Southern Cross Station, Melbourne), Dr Sean Sweeney, City Rail Link (Auckland).

This year's ten customer stewardship exemplars were chosen through their experience, innovations, leadership in their respective areas and shared a vision for infrastructure’s future - in partnership with customers and stakeholders.


Engendering community trust

This panel was opened with a keynote address from Kristine Cooney, Transurban, who later joined the panel, chaired by Jessica Hall from the Department of Infrastructure, Regional Development and Cities.

Panellists focused on trust issues nationally and globally and brought their valuable insights experience with trust in the industry and interesting issues that arise. Full panel was made up with: Jo Osorio, Edelman Australia, Kristine Cooney, Transurban, Matthew Vane-Tempest, Transport for NSW and Sally Fielke, Sydney Airport.

Australian Infrastructure Dialogue 2018 partners

Australian Infrastructure Dialogue partners
Infrastructure plays an intimate part of nearly aspect of our lives and has an oversized role to play in winning back community trust - it shapes many life defining decisions like where we live, what work we do and how we connect.
Garry Bowditch