Preparing Your Department for the Next Wave of Data Analytics - Interview with Dame Diane Robertson

While the public sector recognises the use of data as a strategic advantage, many Agencies and Departments; mired by legacy systems, limited economic surplus, security and privacy concerns, and inaccurate or incomplete records, struggle to make this a reality. Especially regarding 2020 and the shift to business now being increasingly conducted digitally, why is poor information management or lack of information management frameworks risky? “Poor information systems and poor management of information systems can impact organisations ability to provide services in a reliable and consistent manner. For social and health services poor systems and poor management can impact on people’s …

Improving Employee Experience in 2020

This paper follows three pathways towards effective engagement – defining and articulating an organisation’s purpose and values, developing employee advocates for engagement, and pivoting during the pandemic to embed employee engagement within an organisation. All three are different but related, and all three present lessons that others across the public sector can use to build up and embed their own employee engagement.

Fraud and Cybercrime Case Study by AU & UK experts

Enhancing operational efficiency and customer satisfaction across all contact channels In our modern world, given the pervasiveness of technology and digital connectedness, cybercrime and fraud are on the rise, both in Australia and globally. We are constantly evolving and becoming more adept at using the available technologies, especially since the start of the pandemic, but so are the agencies that monitor and police them. This report presents the views of two Australian agencies as well a UK agency, all who are at the apex of the fight against cybercrime and fraud.

Improving Patient Outcomes and Experience

Implementing human-centred design to achieve better long-term patient outcome The healthcare system is designed to provide the best health outcomes for patients, but sometimes patients aren’t the sole focus of some of these providers.

Delivering the Future Sustainable Smart City 2020

Cities around the world are constantly evolving and growing, and to continue to do this, many are looking at becoming smart cities – cities that are sustainable, adaptable and able to grow and evolve with the increases in their populations, and as technologies develop.

Improving the Operational Efficiency of Your Council in 2020

Local government is the closest level of government to the people and therefore also needs to be the most innovative to keep up with citizen demands. The pandemic has changed expectations and has changed the speed at which councils innovate and adapt.

Innovation in the Queensland Public Service

Innovation is important in any industry, including in the public sector. This was true before the pandemic, but has been further enhanced since the onset of COVID-19. The pandemic has provided challenges but also opportunities, and ones that the public sector should be embracing. Using new approaches from policy design to service delivery, new technologies, better use of data, all to improve the performance and responsiveness of the public sector is critical if we are to bounce back from the recent challenges we have all faced. This paper explores three interweaving perspectives from three jurisdictions about innovation, particularly in the …

Customer Centric Contact Centres

Contact centres are staffed by people and are designed to answer the queries of people calling them. It is important that the people who run them consistently remember that people – both staff and customers – need to be at the centre of the operation. Public sector contact centres have changed and improved over the years, but recent catalysts like an examination of outdated measures, the pandemic and other crises have exacerbated the need for change, and thus contact centres have begun to innovate, change and improve. This paper incorporates three examples from different jurisdictions and follows their journeys as …