Returning to the stage for her third session of the morning, Laura Christie, Government Chief Information and Digital Officer for New South Wales, delivered a grounded and future-focused keynote on the next chapter of digital transformation. Coming off the back of powerful discussions on accessibility, Christie reinforced a simple truth: “Technology is about people — and everyone must be able to participate confidently in a digital future.”
Her message was clear: NSW has built strong digital foundations, but the next frontier is ensuring no one gets left behind as AI accelerates.
Christie opened by acknowledging both the event speakers and the PSN team, calling the showcase a rare opportunity to “work the horizontal” — breaking down the “cylinders of excellence” that often silo government agencies.
“The most impactful solutions come when we work together. Innovation thrives through collaboration.”
With rapid technological change reshaping the landscape, she emphasised that collaboration across agencies, industry, and academia is no longer optional — it is essential.
Learning from the past to shape the AI future
As AI dominates government conversations, Christie stressed the importance of grounding decisions in historical lessons from NSW’s digital journey.
Government is “running down a freeway” to keep pace with technological advancement, she noted, but reminded attendees that the real challenge is inclusive progress: making sure communities with less digital capability aren’t excluded by the speed of change.
A major theme of the keynote was inclusion by design, with Christie highlighting NSW’s commitment to ensuring digital services work for citizens regardless of age, ability, background, or location.
Examples presented: NSW Design System
A foundational enabler supporting 150+ services with:
baked-in accessibility
consistent UI components (“Lego blocks for digital government”)
reusable solutions
shared problem-solving across agencies
Recent developments include:
An Aboriginal design theme
A quick-exit privacy feature co-developed by Service NSW and DCJ
The keynote closed with forward-facing optimism: NSW is now positioned to scale AI responsibly and consistently across its services.
“Because of the foundations we’ve built, we are able to integrate AI-powered features quickly and consistently across the platform.”
This, she emphasized, ensures that NSW can capitalize on the benefits of innovation while maintaining trust, safety, and accessibility for all residents.
Key Takeaways:
1. Inclusion is the new frontier.
Digital services must be accessible by design, not as an afterthought.
2. Collaboration multiplies impact.
Breaking silos accelerates innovation and improves citizen experience.
3. Solid foundations enable scalable innovation.
Governance, reuse, and standardisation are what make AI adoption possible — and safe.
4. A unified digital presence builds trust.
Newsouthwales.gov is now one of Australia’s most accessible and citizen-centric platforms.
5. Technology is ultimately about people.
Every digital initiative must help individuals participate confidently in a future shaped by rapid technological change.
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