Insights

Driving service excellence in state government through digital transformation

The first two decades of the current century have seen enormous technological changes in almost every field. Digital technology continues to have a disruptive impact on businesses and the economy, and it is not an exaggeration to say that any organisation or sector that doesn’t keep up with the pace of digital transformation will be left behind. Digitisation however is not only about the use of technology. It is about being able to work seamlessly in the digital age. At a state level, the process to digitise is often more complicated because there is not an equivalent transformation agency in …

Rosie Fea Digital Services and Customer Experience

16 Nov 2021

INDUSTRY TRENDS

Modernising & Maturing Australian Corporate Shared Services

The agency itself was created in 2012 through a merger of other organisations, but by 2019, the founding CEO had resigned and things started to feel stale. “Often with a new CEO comes a bit of change,” and one of the first things that the new CEO implemented “was the first-ever employment engagement survey.” This also led to a new 10-year strategy, which was “endorsed by the board in March 2020.” Separate from that, other changes happened in the sector and across government at around the same time, and just before COVID-19 became the focus of everyone’s attention, it was …

Lily Stokes General

15 Nov 2021

INDUSTRY TRENDS

Enhancing Interoperability and Management Operations through ICT

Public Sector Network General

11 Nov 2021

WHITEPAPERS & REPORTS

The Automation Change Management Puzzle

Automation, in the many forms it comes in – machine learning, robotic process automation, artificial intelligence – is on track to make a bigger impact on business and society than any previous technology. With the ability to make connections, see relationships and react faster and more efficiently we’re on the cusp of something huge. Ultimately automation at any level isn’t a technological journey – technology is easy, you just turn it on – automation is a psychological journey, one that goes hand in hand with a change management journey, with the brutal truth being that it doesn’t matter how much …

Milena Tsitovitch Data, Analytics and AI

9 Nov 2021

INDUSTRY TRENDS

Designing and embedding a seamless and innovative end-to-end service

At the recent Service Design and Delivery event, we heard from the Department of Health as they dive into how to connect the real world experience to policy making. In this article we explore: In the Department of Health, one example of the way policy has always been traditionally developed is in the field of mental health. Unlike other conditions, where it is usually quite clear if there is an issue – like a broken bone for instance – mental health conditions “are complex and they can be very different from person to person.” When developing policy, it is therefore …

Public Sector Network Digital Services and Customer Experience

5 Nov 2021

INDUSTRY TRENDS

State of Identity in a Post-Covid World

Obviously the pandemic has been and continues to be “a period of profound geopolitical, technological and societal change.” As part of that though, it has also been a “truly a fantastic opportunity to build more digitally enabled services, but these solutions and approaches must come hand in glove with ensuring that innovation remains secure-by-design, with cyber security practices and methodologies embedded into the process.” More than that, cyber security has become “an organisational imperative” because there’s been a surge in internet traffic and activity which has led to criminals “seeking to strategically disrupt critical infrastructure and global supply chains to …

Milena Tsitovitch Cyber Security and Risk Management

5 Nov 2021

WHITEPAPERS & REPORTS

Assessing Technologies Driving the Future of Corporate Function - Q1 2022 National Insights Series, Virtual Event

With the Federal Government’s Digital Economy Strategy allocating of $15.3 million to The Shared Services Program as part of the Modernisation Fund (2017) to support the transition of agencies to more “modern and sustainable operating models”, $89.5 million across three years to consolidate and streamline back-office corporate functions in the Australian Public Service, and further funding for Services Australia to design, build and operate the GovERP platform, public sector back-offices are now making tracks toward becoming efficient, intelligence enabled decision-making hubs. Building reliance on digital skills and capabilities, all finance functions are now encouraging modernised business processes and transformed government …

Paris Armstrong General

4 Nov 2021

INDUSTRY TRENDS

AI in the APS: Exploring Opportunity and Maturity

According to a report published by the CSIRO, the benefits of artificial intelligence (AI) in the APS and machine learning are estimate to be worth AU$22.17 trillion to the global economy by 2030. Additionally Data61, the CSIRO’s innovation hub, estimates that digital tech (including AI) will contribute an extra $315 billion in gross economic value to Australia over the next decade. Compelling applications of AI in the government space include those that identify tax-evasion patterns, sort through infrastructure data, improve decision-making for farmers and agribusiness, or sift through health and social-service data to prioritise cases for child welfare and support. …

Milena Tsitovitch Data, Analytics and AI

29 Oct 2021