Chris Webster & Julie Wynn - Designing for Emergency Services

Our challenge: transform mission-critical emergency services alerting infrastructure to a more contemporary approach that works for 55,000 career and volunteer emergency services personnel across three agencies.

Creating a user-centric application isn’t about applying a UX tool or process here and there, but deliberately focusing on what the users need, and employing the right tools and techniques at the right times.

Hear about the challenges we faced when designing one app for three emergency services in Victoria, the tools and processes used and how we created positive change

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a UX A a a 2020 - #UXA2020 Da 3 T da , 27 A g 2020 Ca i ned b : Tina Fall
2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 59 me ne ha ' a li le diffe en f m . I kn in A alia hen I a he e a d he end f he ea la ea i a ama ing h m ch he k in acc n he ice f f lk in Ne Zealand. Can inc a e ha in die ? Can inc a e a diffe en c l e? Can inc a e a diffe en c mm ni , can a me hing like, e' e in he ci , le ' ee h hi k in he b b ? Tha ' ha I mean hen I a " nde e e en a i e", b if ha e he abili c ea e f gl bal cale he e' ama ing hing ha ha en he e , b me ime ha e a mall. STEVE BATY: Tha ' nde f l. Thank e m ch, Nanc . Plea e j in me in hanking Nanc f ha alk. NANCY DOUYON: Al igh . STEVE BATY: O ne eake i j ining f m E n & Y ng. We ha e Ch i and J lie ead j in. The 'll be alking h gh a ca e d n De igning f Eme genc Se ice . Hell J lie, hell , Ch i . JULIE WYNN: Hell . STEVE BATY: Thank f j ining . I ill hand aigh e . JULIE WYNN: I ill ha e m c een. CHRIS WEBSTER: Welc me, hank e e b d m ch f ha ing he e da . A e me be a f he c nfe ence and am ng ch fan a ic eake . Ce ainl gh be he ne f ll ing Nanc , ha ' f e. Fi ff, in d c i n . I'm Ch i , a di ec in he e e ience
3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 60 de ign ace i h J lie; e' e b h a f he c n l ing eam he e a EY. We an ha e k e' e been d ing i h a S a e G e nmen agenc in Vic ia. We'll kick ff ab he jec and challenge - de igning ne a ha k f 55,000 ca ee and l n ee Eme genc Se ice e nnel ac h ee diffe en agencie . We'll alk ab he j ne , a ach, me f he challenge al ng he a . M f all, e'll f c n he le n e' e lea n and h e i ha ne ime find el e in a imila i a i n 'll hink ab ma be ing imila l , ac i i ie and echni e hel l e n challenge. Le me ell fi f all a bi ab he backg nd. Thi i he cena i da . T da ca ee and l n ee eme genc e nnel in Vic ia a e ale ed f eme gencie ia ne- a age me age . Thi i a em mainl in e b he C n Fi e A h i , he Vic ia afe eme genc e ice and he al a f amb lance Vic ia ince ab 2006. Ab l el mi ing c i ical inf a c e all e a a e f m c mme cial m bile h ne ne k and In e ne ne k , h e e , a migh a ecia e d e limi a i n f age echn l g a c le f ea ag he e a a need iden ified m e a d a lemen a em ha ' a li le bi - ha can lemen hi mi i n c i ical em, be m e e f iendl and in i i e hel agencie e nding eme gencie incl ding 2 a c mm nica i n and he fea e . The e l ing lemen a -in em e' e g ing alk m e ab n , i ' a m l iagenc l i n, ini iall f e b he e h ee agencie . Ea il e andible f he incl i n f he agencie in he f e and d e be la nched ne m n h. We kn i need a mi ed e ba e anning l n ee , ca ee aff and managemen , a ell a h e h ha e d al e n ibili ie , ha en be membe f m e han ne agenc . Thi i jec , he lemen a ale ing em SAS, 'll hea alk ab a e g h gh. Tha ' a li le bi f he
4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 61 backg nd, n I'll di e in he challenge. Challenge n mbe 1, e j m ed in hi and a a f m he e i lide , he agencie ha e been alking ab hi f ea . A man f he e i eake ha e alk ab , a ach an kind f blem like hi , he e' l f e ea ch f n . We had a big e e j m ed in ha a gi en and e g a bi f a fla f m he e ha e e b d had a i i n f ha he a a g ing be like. H ge am n f e le f c ing n he n mbe f me age he e, he managemen e i emen , b e came hi e e b d had a ie n ha i h ld be like. A di e f he in i - n mbe 2 - f alm e e ec mmenda i n e had ab a a h f a d me ne el e had a diffe en idea ab h e h ld be m ing f a d. S aigh a a , e n nl had e e ne i h a c nce f h hing h ld k, b hen e al had c nflic ing ie ab h e h ld m e f a d. S , e' e g a a ied a dience he e da f m h e ha migh be ne h man-cen ed de ign and a de ign- hinking a ach h e academic and in he field d ing i ince bef e e ga e he e hing he e label . I a em ed h in a Neil en N man defini i n f de ign hinking, b h gh ha migh ha e g en a fe b in he a dience. Ra he han hinking ab de ign hinking and h man-cen ed de ign e kn he e' a c le f diffe en a ache e c ld ake hi , b i e, eflec ing n hi af e e'd d ne he b lk f he jec , he be a and e lain he ce e en h gh a adi i nall d ble diam nd m del. I a e clea a e en h gh, e a ed i h a a ic la challenge. We needed di e in ha , k h e' e l ing and de igning f , d me e ea ch in ha , alk a e le, n a e , and d i e ha h e in igh a e f ha e ea ch and nce e had an idea ab h e an ed d i e f a d f m he e, ime g b ad and k diffe en a
5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 62 l e he blem. S a hen hink ab h e migh e me f h e and e adi i nal ki bag lki de ending n h like efe i , na in n he igh a ma be he igh a l e he blem fi . Reali ing ha f and f clien eme genc managemen Vic ia, hi i g ing be a l ng j ne f . We an ed me hing he e fi and me hing e' e g ing i e a e n f ea c me. Tha ' a bi f he in . Le me hand e J lie n ake in me f he c nce and hen in fi le n. JULIE WYNN: Thank , Ch i . N I'm j g ing ake h gh cena i - h he c en em k and hen h e' e g ing hel i . Y can ee he e i a CFA e am le. We' e j g ing alk ab ne b igade, h ee l n ee in i . I'm g ing ha e in d ce me c nce , ba icall . E e b igade i a a f a aging g and ha aging g i ba icall en an ale f m a age . Tha ale i c ea ed hen call 000 and an inciden cc and ha ' kn n a "an e en ", n ha e' e g ha all ed 'll hea efe back h e e m . In hi cena i e ha e h ee l n ee - Jane. Jane he e ge an ale . She head aigh he a i n, he need ai f ei he Pe e Jim ick he ck. S me ne ha c me g ab he fi e ck bef e he he fi e. N e ha e Jim. He ac all l k a he ale and g e , ha e en i cl e me, I'm g ing head he e in ead. S , he g e aigh he e. Mean hile, Jane' ai ing, he e a e he e e le? We' e g Pe e h ' he he d i e , he' ha ing a h e and ha n' e en een he ale . N - ne kn ha ' g ing n he e - Pe e, Jim a en' he e. Y can ee in hi highl e f l i a i n i ' n a g d lace be in. We ha e a c le f eall e ed e le. B inging in hi ne e ice. Same
6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 63 cena i , b n e ha e an a i . We ha e Jim h ee ha he' cl e he e en . He head aigh he e, b n he can le hi eam kn e e ne kn Jim i n c ming ick he ck. Jane i g ing gi e Pe e a call. While Jane g e he a i n, gi e Pe e a call, he ick i , "Oh need me, I'm heading aigh he e." He can ac all n n hi acke . The e' an ETA, n n nl d kn Pe e i n hi a , kn hen he' g ing ge he e a ell. S he lemen a ale ing em, e' e n ing e lace he aging em e' e he e i make i a m ch m he ce e e ne kn ha ' g ing n. G ing he e i emen , hi i a m l i ea jec . We ha e 74 diffe en e i emen , high-le el e i emen . S ne e i emen i make a e ing em. An he e i emen i make a da hb a d. Y can ee h de ign hinking i needed. The e' n ne iece f inf ma i n ha ' g ing le kn ha e need b ild. S e 1 f he de ign hinking d ble diam nd i ba icall i he b ief. Di c e h ldn' be limi ed ha i e in ha ini ial b ief. I e b nda ie a he a , hich ba icall limi ha can lea n. I kn f m e e ience, beca e I' e d ne hi bef e, e en h gh e' e di e ging, e' e making all he e di c e ie , e ill c me back he e i emen af e a d . We'll ake h e in igh and a l i he e. Wha I f g , h gh, i ha he clien d e n' a ma icall kn hi . If d n' e lain hi f n a he a ' e g ing ca e a li le bi f anic. A eall g d a e lain hi i hi e f m Ch i ina, "De ign hinking i he ac ice f e l ing e ea ch and idea idel , na ing in igh d n likel l i n candida e ." I ' eall im an f n bef e a hi jec in hi ha e in hi ce ha e e ne kn hi , ha nce he di e ging he e l ing f limi ed ibili ie fini he ill be c n e ging back, aking h e in igh and a l ing i he
7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 64 e i emen . Thi ce i h e find ha e d n' kn . I ba icall gi e he be l i n ffe ing ha e can gi e. N I'll le kn ab he jec , ha SAS i ing d . Le ' j m in he k h . Kicking ff he di c e ha e - ill ee e'll c me back hi e e n and again can ee he e e' e a a he d ble diam nd ce . Thi i fi k h . Y can ee Ma k lead de igne nning i . We had i e le f m each agenc j in a hi e i n. The came in and he all a d n a hei n able. CFA i h CFA e ce e a, ha e did a e ld hem ge and mi i ha he e a an agenc e e en ed a e e able. The fi a k a k h hi a a f . Y can d hi a n mbe f a . The cla ic di ide he d lla he e d n m ne n he a dience hink ill e he a he m . Ac all d i n-line, he e i ill c n i and ank i f . Then he e' he he i n, he e if ha e m l i le i e nde he ne mb ella m l i le agencie ing he ame a migh an ee he e he c e i . N I'm g ing e lain h n ne f ha i g ing k f n i n. S e 1, igh d n e e b d ha ' in l ed and igh a a can ee he e a e fa m e e le han e e ec ed. The e' a m e han j e nde ha ' g ing e hi a and he e' m l i le le el f managemen . If e ac all ed n n ha i in f n f , he e' g ing be a m e e le han e can ac all a ge . L ckil e' e mi ed e e ne n he able , beca e he e f ha i a g hem ge he . E en hi e eali ed i ' n ea . I ' n like f like. Y can' j line hem and g , hi e n, hi le, hi agenc , ha a lie he e, ick, c , ick, c - i j didn' ma ch . Y can ee ba icall ne le anned ac diffe en ec i n can ha e an a ea manage and a eni eam manage . Thi e n in SES did he e le . Then e di c e ed d al le , h c ld be a f
8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 65 agencie and ha e le . Thi a main in igh . Thi i fa m e c m le han e iginall h gh , e had ake i ne e f he . Thi i final e , e al ead kne n mbe ne f c ld babl be he e nde . Wha e di c e ed i ha he e' a ec nda ca eg h e e nde , he d al le e nde he e he ' e a f m l i le agencie and al , he ha e m e han ne le and hen hen e ac all d e d n in all he diffe en managemen le , c ld ee ha he ghl fell in ca eg ie . One ha i em admin, e ing and hen h e h ac all l ked af e a eam, egi n a ea. N ha e' e made all he e di c e ie and in igh , i ' ime b ing ha back he echnical e i emen . A I e lained ea lie , membe f med in ha i kn n a a aging g and h e aging g a e added in he em b he agenc ' ac i e di ec and ne f he echnical e i emen i ac all all he e l g in i h hei ac i e di ec and e had f ll ed ha a ee. Thi e n, Jim he e h i a membe f SES and CFA ld ha e l g in and f hi acc n ee le e f m he agenc . Tha ' n a g ea e e ience and e kne e had k a a j in he agencie a e c ld l g in ing he ac i e di ec , b ha ld al link in he he acc n ha he l g in nde a SAS acc n l gin. Beca e he ha m l i le le , e in d ced le in he em i elf, hich all ed him inc ea e and dec ea e e mi i n le el f hen he needed d he d manage le if he needed gi e ha me ne el e. N , I'll hand back Ch i . CHRIS WEBSTER: A e me. J lie' j aken h gh me f he de ail f fi le n . N mbe ne being, e kn he de ign hinking a ach, e an a ff b i ing he b ief, b e' e g make e hen e d i , e d i igh and b ing e e b d al ng
9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 66 he j ne a e d i . The le n n mbe he e a e a alk ab ea l di c e k h i eall ab n being e in a . Thi e he e I like alking ab de ign hinking ki bag and being fle ible i h a ach and being able ick and ch e and ada n he fl , in d ce ne ac i i ie be able ill ge he igh c me ha need. I'm g ing c n in e n n and alk h gh a li le bi f m ing f a d in in igh in he ne age. Ne age in k h , in d ce me f al l in he ki bag, in d ce e na , a nail d n me a che e and kee m ing in me f he e ie he e. I'll alk in a c le f he e. We a ee diffe ence a e di e in each f he agencie . If I ake he al amb lance Vic ia aff, he ie 1 e nde , Gemma an ee he e ac e ified l ca i n n a ma I can e nd he e ac l ca i n, he ea Tim in CFA i a m e ab le ing e e b d kn he' n e back h gh he cena i ha Li a k h gh ea lie . B Li a f m SES an ee he e he e en i l ca ed I can ge di ec l i . We hen a d a diffe en cena i be een each f agenc e g he e and e a ee a e g h gh each ne ha he e a e imila i ie , b ill maj diffe ence a e g h gh each ne. Gemma ge he ale , head he e ac l ca i n n he ma . Then ne ne he e, Tim f m CFA, Tim ee he' he nl d i e f ee he g e he a i n, beca e he d e n' an lea e hi c lleag e ai ing i h me ne h ha he igh alifica i n d i e he fi e ck, hi being j ne anal g e hea d in ne a ic la b igade ab ha ha en he e. Then a e aid i h Li a, he i g ing g aigh he e. Simila a f e nding he eme genc , b ligh a ia i n a e en h gh and h n ing a ell ha e' e gene ali ing he e e am le he e ha e hem i h , b e f nd ha he e a n' ne a , e en
10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 67 i hin a a ic la agenc ha hi i d ne ac he S a e. Diffe en b igade and ni ld d he e hing in diffe en a a he ld e nd he e en . Then e a d i e in a blem ha l f e le he e ld babl ha e in hei n li e , a ell, n me f he k he migh d i h hei n clien . We a alk ab de igning i hin c n ain . F J lie and I and he eam e k i h, e d a l f k de igning i hin n mal clien agenc clien c n l an c n ain a nd ime and b dge and ched le and all h e f n hing . Then e al ha e a l k a hing like de igning i hin a ic la echn l gie a a c n ain . F he e, e kne e had ha e ne k fl , ne a , b i had k f h ee agencie and h ee agencie ha a ' e een had e diffe en a f e nding he e eme gencie . A c le f l in he ki bag e a ed ll . We g e e ne king h gh diffe en deci i n k fl . We a ed king h gh i h each f h e agencie if hi ha en , ha ' he ne age he e? Then, l king a ha ha e n e k fl a each f he e a ell and hen ma ing hem . H ab m e la in a m bile a and I ge hi e f c een and I m e in he ne ne. Taking he e am le e had ea lie and hen eeing h e ma h e in a k h ing P -i n e hen e ge a high-le el m del 'll ee n he ne lide he e a nd h e hen m del hi in a a e a m e f a d. E e ne cea e a age ale , n blem he e. Thi ime he ' e g ing ecei e i n an a n hei h ne. The 'll ackn ledge he me age. F agencie he an ed ha e he l ca i n a he en . N blem he e. The hi d agenc , ha ing l ca i n a n' an i e. F ne f agencie - he e' a diffe ence be een a elling a a i n e a elling an e en e need be clea n ha , and e ec hing like i ac f indi id al , n ing m ch da a n h ne , ha ing
11. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 68 indi id al be able n n ff ha ing hei l ca i n f a e i d f ime, and being e cle e ab n ing m ch ba e n he de ice al ng he a . We a hen a k el e , h d e ca e f all he e diffe en cena i ? Reall f he an e a ab me f e la f b ine le and a c m le ma i . I e he anal g f a S i a m nice. Y nf ld diffe en a f diffe en agencie e g ha need e he a lica i n and I g e a e a b ild n hi f m he e e add diffe en bi he S i a m knife make ha infini el fle ible and c nfig able f all he diffe en e f g ha e kn need e hi a e g f a d. O fi le n he e i eall ab h e b ild in hi l ima e fle ibili and c nfig abili a e g f m he e. F m he e, ime f j m n i h idea i n a e m e f a d. JULIE WYNN: The e a a l lea n. Fa m e c m le han e h gh i a iginall g ing be. N , ake all ha and de el me idea . Y can ee he e' m l i le a e an idea. Y can d a e ing, i ef ame , f ll de ign click- h gh . We did all h ee f h e. S a ing ff i h he a e ing and I'm e ' e all een hi bef e, ' e familia i h i hich i j making c een i h a e . Y d a i , c i , ea ange i . In hi k h e ac all all ed all he agencie i ge he a hei n agenc . Y had SES n a able e ce e a and e ld hem c ea e a n mbe f c een . S h me age, e e ing , ale , ma . Then, a he c m le ed each f he c een, e g hem la i back he agencie . Then i became ba icall e clea ha e e ingle agenc en a c m le el diffe en di ec i n. The di e gence a fa g ea e han e h gh hen e ld hem needed a h me c een, ha d e ha l k like ? E e agenc had a c m le el diffe en idea. H
12. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 69 d e b ing ha all back? We had h gh all he e l and hi eall highligh ed he challenge f c nflic ing ini n . We ch ed all he c een and hen e g ed hem all in imila f nc i nali and ha hi ga e a ac all a backl g f gh -af e fea e . Thi hel ed c ea e a digi al adma f he f e. We kne hi ld be a m l i ea jec , i a ac all eall g ea ha e hi li f fea e ha e kne ha he ld an la e n. B ha d e n' ac all hel n i h he jec . S hen again, e ed h gh i again. We en h gh each f he c een and e ac all ked ha a in c e. S , ff ha e'd al ead ag eed b ild. Thing ha e e f c e, hing ha e e nice ha e, b e didn' need d igh n , b hen ha final mi ing iece, he h le ea n h e' e d ing hi k h , me hing e didn' kn e needed, b a eall im an f he jec . I ' ba icall he g al f an f he k h . Y gene a e idea , c me i h e e hing. N hing i bad, b hen ' e g c me back ha ' iable, and hen k ha all ha , ha i i ha eall need f he cce f hi jec ? Thi eall hel ed nde and ha a eall im an each f he agencie . Ch i ill g h gh me f he ing e did. CHRIS WEBSTER: J lie ha highligh ed me f he hing a de igne e l e d , find h e hing i e and deligh e and deli e me hing f hem ha eall b ing hem he al e. On babl he la maj lea ning he e f hich i eall ab checking back in i h e . Fi ff, like man jec l f l fideli ing. Ge e le nde and h hing hang ge he , h ge f m ne c een he ne . We lea n ickl ha de igning f ch a b ad a dience e e ne had a e diffe en idea f ha e en a h n ifica i n migh mean, d nl ading an a f m he a e migh
13. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 70 mean. I a eall im an f la e in all h e kind f e i he al hing ha migh ha e been ide f he di ec hing e e e b ilding, b h hem h a h n ifica i n ld k n a a ic la h ne e an he m del h ne. O , h d nl ading i f m an a e n ne ec em ld a f m he he and h ha e la in he ke fea e ha e ba e a e ied ab , ha eme genc ale ing and indica ing he ' e n he a he e en and eeing h el e i he e a he ame ime. We a ed ff l -fii and g e ed h gh he e and m ed high fideli ne a e en h gh. F in d ce c l f all he i al and g a hic de igne he e, 'll a ecia e he challenge f ing k i h he igh le el f c n a . I'm hinking back m bile acce ibili alk e e da and making e ha e e hing k f e n m bile. We had l f e e a nd I'd like i hi c l and f i k a a ic la a . Tha ' g ea , ha ill k f cena i , b e' e g hink ab de igning f a b ad a dience he e. Then e ked ha i a n' en gh f g , hi i gene icall h i ' g ing k f e le f high fideli ing a e g h gh, and hen e ked ha e kind f had b eak i d n in a diffe en fl f each f he agencie , make i e clea f if I'm a CFA l n ee and I am ing he a ha i he diffe ence ha I ee? Then, if I'm an SES l n ee , ha d I ee? I a n' en gh ee me hing ha a ma be an 80% e i n a e en h gh. We ked e eall had ge in 100% ie f ha i l ked like f ha ecific e g in de eall e na e f e ba e he e. The e a e man hing al ng he a . Thi i j e am le f e ing hi and j m ing in i h me diffe en ing. B a 'd kn , e can e and e i h mall g and hen la ge g , b e eall had a hink ab h i cale . A e en h gh e ked ha
14. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 71 e had g back and and each h and f e le i h hi and nning ne- n- ne in e ie and e e i h h and f e le j a n' g ing cale, e ended h ing in an he a ia i n n an n-line e eall e he e e f c een de ign and fea e and h hing ked h gh a e i h ha e ba e a e en h gh. I ake he e e a e n . We' e en alm a ea i h he e g ing he diffe en hing ha e le need al ng he a . P ing I g e he diffe en hing e le need n a c een, he diffe en , ha e le need ee n he ma . Then, h e a make he e hing clea e . Thi a ne f he hing ha came f m e ha e en i h; j ing cla if e ha e f ale i migh be, h i ' g ne , h l ng i ' been ince hen. Th e in he a dience ha ha e en ime de igning na i e m bile a kn ab A le' g ideline and G gle' g ideline ab ing cla if and im lif he n mbe f hing e en a e a an ne in in ime. The e' l f f c n ing all he hing in ne c een, b di il i d n and make i ea f e le nde and a a glance, e ha e en a he ' e in he ca and ha e i a ached he ind c een a he ' e d i ing a a ic la e en he e. We came a l ng a . We' e alked ab age me age , e' e alked ab he agenc kicking hi ff a c le f ea ag being engaged ab a ea ag n , and he jec kicking ff, ne m n h hen e la nch hi a an -in a f he 55,000 SES, CFA and amb lance Vic ia al l n ee a nd Vic ia. I ' kind f n he end f he j ne . We kn he e' man m e hing d . The e' man ac i i ie ha e did al ng he a , man hing ha e lea ned. N j f m a de ign in f ie , b f m a echn l g b ild in f ie , f m a h d k d ing COVID in f ie , all h e diffe en hing al ng he a , b e an ed highligh a c le
15. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 72 f hing hi a dience ab he f fi e hing ha e h gh e e he maj hing e lea n al ng he a . I'll j m h e and eca hem. We kick ff i h de ign hinking and kn e an g back fi inci le e e ime. Y ha e make e hen d i igh b ing e e b d al ng he a hen e d i . S man ange l k f m e le in he m hen e alk ab , e need alk m e e and alk m e ab h e i da and h in end e i in he f e and nde and me f he challenge . S man f he e le ha e ked i h j en , "B e' e been d ing ha f ea , e' e g a e f high-le el e i emen , h d c n in e d m e e ea ch?" S ha ed ca i n iece i e im an . J lie alked a li le bi he f n ab n being e in a and being able adj ha a li le bi a e g . We' e alked ab n being af aid j adj n he fl and in d ce ne hing f m ki bag. We alked ab b ilding a backl g f k and ing find h e hing i e and deligh e and eall einf ce ha ' e d ing hi f e and ing make hei li e ea ie al ng he a . Y hea d me alk ab de igning i hin c n ain and being l ima el fle ible and c nfig able and m S i a m knife e am le ab h e make ne hing ha k diffe en a f l f diffe en g a e g and he la bi he e ab , e lea n i a e im an check back i h e . N j f n d ing di c e , b again and again h gh he b ild. S me ime e alk ab hi c nce f " n e " and ha ing a g f e le ha make a f j ne and check in i h al ng he a again and again. We f nd i a im an b l e ha g i h ne e le h hadn' een he a bef e and kind f b ing in h e ne ie in again a e en . F m he e e' e g a c le f eek g . In a fe eek ' ime hi ge lled . We' e al ead
16. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 73 ge ing eall g d feedback f m h e ha a e ing i in a bi f a cl ed Be a age a he m men and e' e eall e ci ed ee ha he e n e i a e ll i f m he e. Thank , S e e. I'll hand back and I hink e' e babl g me ime f me e i n . STEVE BATY: Thank Ch i and J lie, ha a e in e e ing. Beca e j men i ned he ll- , I'll a k he e i n ha j g added hich i , ha e been able e i in eal eme genc cena i e ? CHRIS WEBSTER: Ye , e fec . Ye i he h an e . We' e been nning hi in kind f e age n ince - i ' babl f alm 3 m n h n i h me mall g f m each agenc . I men i ned a he end ha c nce f n e . We eall had ab ini iall h ee e le f m each agenc in l ed in hel ing e hi i h dem e i n n hei m bile h ne and e he la babl i eek e' e e anded ha a g f ab 20 f m each agenc . The e a e ab 60 e le f m ac he S a e e ing hi a and e kn - in a c le f eek n hi ill ge lled me b ade g bef e each f he agencie ha hei n lan f a f ll ll- e he ne fe m n h . STEVE BATY: Tha f ll ll- ill ake lace I g e in he lead- he b hfi e ea n hi ea ? CHRIS WEBSTER: S n, e ical. Tha ' e ac l he idea. We ee l in he e a nd I g e ha ha ened in Vic ia la ea i h b hfi e and a he a f hi ea . S he idea i hi ill be a g d l hel in ha e n e again hi ea . Timed ell.
17. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 74 STEVE BATY: Ye , and e' e al ead eeing in NSW I hink he a f he b hfi e ea n a decla ed n A g 1 f a f n he n NSW a nd Ten e field. I i c ming and i i c ming ea lie each ea nf na el . Can alk a li le bi ab e e ience in managing akeh lde and clien h gh hi ce ? CHRIS WEBSTER: Ye . I g e e e e l ck en gh in ha he a e' e engaged, e' e engaged b eme genc managemen Vic ia. I'm f m S dne , J lie' f m Melb ne, b ge e e b d n he ame age a nd h hi k in diffe en j i dic i n . Vic ia i a li le bi diffe en me he j i dic i n in A alia in ha he ha e hi agenc ha i n f and e me f he diffe en Eme genc Se ice ha in e ac . We' e engaged b eme genc managemen Vic ia. The hel ed . We had a e g d ela i n hi i h hem and hen d n he agencie a i h hi c -f nc i nal eam f managemen , e a i nal e le, fi e nde and kee in e ac ing i h ha g all he a h gh hi e e ience f . Tha a a e me, in ha e had ne e f e le h 'd been i h f m he a . The kne all he in and and all he and d n , all he ne e e f hing add in and all he c nflic ing ini n e had al ng he a . Tha a g ea . Tha made i a l ea ie manage all he diffe en bi f feedback c ming in. B hen, I hink he im an hing f a ic la l a e g a d he end f he jec a make e ha e had g ne back and a ed alida e hi i h e le h hadn' been in l ed and b aden ha akeh lde g he e. S I hink ha ' babl m bigge akea a f ha a nd he akeh lde e engaged i h. I ' babl n g d en gh f engage i h he ame e le a ic la l e ch a l ng e i d f ime a J lie alked ab he a , b b ing ne e le in and alida e hei
18. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 75 ie al ng he a . J lie, d an alk a li le bi ab ma be me f he k h and me f he diffe en akeh lde a he k h ? JULIE WYNN: Tha a e f n, ac all . I a e cellen ha e e ne a engaged. We had a h le ange f diffe en e le h eall an ed ha e hei ini n, beca e b i l he e e a a f he e . The kne ha hi a n hei a and i a a g ea ni ge ha hing he finall an ed. We e e l ck en gh ha e a highl engaged g ha e c ld in e ie and la back all he diffe en a i age . S f me, I h gh i a nde f l ha e le e e illing a el f m in al a ea c me in he ci e i h . We e e able d m ch i h hem, d ne- n- ne e e ing and click- h gh e ce e a. We e e eall i e f na e ha e ha le el f engagemen i h akeh lde and ha e ha -end managemen g ing, "Ye e an change, and e , e an hea ha he e le ha e a ." I a e ick manage all he diffe en ini n , b g ea ha e had m ch engagemen . STEVE BATY: Ing id a ked a e i n n ha in . Y men i ned ha had man c nflic ing ie n h l e he blem, h did manage h e c nflic ing ie in , e eciall akeh lde ? JULIE WYNN: The e' diffe en a ea he e. The e' he managemen ide f " e an hi a d e e hing", hich e kn e can' , e' e g manage ha e ec a i n. And hen he e' he he ide he e e an ed i d diffe en hing . We had and align i a m ch a ible and g , "Whe e a e he c e he e ha e diffe en a h a ? Wha can e gi e hem ha ld a l he
19. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 76 la ge am n f e le?" Tha ' h e managed. We'll gi e a m ch a e can, b e kn he e' a limi a i n and e ha e make ha eall clea ab ha e can ffe , h e can b ing i all ge he and e'll ha e ai n il la e n, beca e hi i n he e f he a . Beca e he a i he e hel e le i h eme genc e en . I ' n manage e e b d and e e hing. STEVE BATY: Ke in a k , "A e g ing gl bal i h hi ?" CHRIS WEBSTER: S e e c ld g gl bal i h hi . Tha ' eall ne f clien , eme genc managemen Vic ia. The a e k n hi , hi i hei IP and hei a a he end f he da and hei deci i n n h d i . We d kn ha being a g e nmen de a men in Vic ia he k e cl el i h he j i dic i n a lea in A alia ab lling me f he hing ha he ' e de el ed e i l i h he j i dic i n . S ldn' i e me if he d ha a lea i hin A alia and hen, h kn , he ld c ld be ne . STEVE BATY: One m e e i n f m Beck , "Did ge m ch hback f m an f he diffe en a ici an ab he leng h f he de ign ce k h ? If , h did manage c n e h im an i a g h gh i ?" JULIE WYNN: O di c e e i d a ac all i e mall f he am n f ff e did. I hink e did all ha in j e a m n h. I a m ch. I a e in en e, b e kne ha b i l - i h h e h ha en' d ne k h bef e, he leng h f he ac al k h i elf ld ha e n be l ng, beca e i ld i e hem . S , e li i he e e c ld and e ied d a m ch el e a e
20. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 77 c ld. We ied e h e k h ga he he kn ledge and hen e ld c me back i h he in igh . CHRIS WEBSTER: I'll j b ild n ha . S me f he k h e h ed he e e e al ng he ace f a m n h and l m e checking in i h e and diffe en echni e . In ne f he lide J lie ed e had ne a ici an h an ed be in l ed m ch, b he c ldn' a el he 8 h he Melb ne CBD he e e e ne el e a c ming he k h . He en he en i e da n an iPad in f n f and e ca ied him a nd he m n hi iPad all he able a he a ici a ed in all he diffe en ac i i ie e en h gh. Then I g e e' e all been in k h he e e k em el , a ic la l h e' e all king n and hing a b eak d n. O l n ee ked e ickl he had a c le f n i Me age he c ld a me aging i h he ke che n hi bi f a e and end ha h gh and e c ld ge me f h e heme in he m. L f a f I g e ada e le in diffe en l ca i n , e le - l f he e e le e e l n ee , he had da j b . Can e d hing f h n he eekend acc mm da e hen hei f ee ime migh be? L f I g e j ada ing he cena i a e g h gh, S e e. STEVE BATY: Tha ' g ea . Thank b h e m ch f ha . I a a e in e e ing ca e d . CHRIS WEBSTER: A e me. Thank m ch. JULIE WYNN: Thank .