Insights

Where practical operations meets pioneering innovation in NSW

NSW was the first place white settlers came to in Australia, it is the largest state in terms of population, and in Sydney, it is home to some of the most iconic structures in the country. This pioneering spirit has continued into modern times with the creation of innovative government departments and the adoption of creative technologies. Although each state claims to work on behalf of the people they serve and put their interests first, only NSW has a Department of Customer Service (DCS), which is genuinely a jewel in the crown of service organisations across the country. It was …

Alex Kats IT Modernization and Cloud

14 Jul 2023

WHITEPAPERS & REPORTS

Showcasing South Australian design and innovation for a better society

Innovation is ultimately about creativity, having a go, engaging with people and trying to find a solution to a problem in order to make a difference. It is about engaging stakeholders, ensuring that the conditions are right by making it acceptable to fail, and by learning from mistakes to continually improve. Ultimately, innovation in South Australia is in a good position. The right people are being attracted to the industries that are making a difference, and they are being given the tools and opportunities to make an impact.

Alex Kats IT Modernization and Cloud

14 Jul 2023

INDUSTRY TRENDS

How to Minimise Human Error in Cyber Security

While the majority of cyber attacks will likely come from malicious or criminal sources, there is a simple factor contributing to almost 25% of all threats. Human error. Explore simple strategies to mitigate human error in cybersecurity.

Alex Kats Cyber Security and Risk Management

29 Jun 2023

WHITEPAPERS & REPORTS

Digitisation in the public sector: a focus on the customer experience

To try to be as customer centric as possible, many organisations these days are digitising their services. Whilst this is appropriate in most cases, it is important to first identify the underlying reasons for the digitisation, and to properly prepare for it, both in terms of creating the right culture for staff and also for customers. Ultimately, the goal of digitisation, much like the goal of any service organisation in general, is to serve the customer in the most efficient and effective way, so any technology or other process needs to be embedded and needs to be in place for …

Alex Kats Digital Services and Customer Experience

29 Jun 2023

CASE STUDIES

Underpinning a new era of citizen demand – trying to mend a broken system

Healthcare in Australia and elsewhere, is about creating better health outcomes for patients. There are many elements to the system, and many operators, and whilst each of them has their own specialty functions, together the system is supposed to operate cohesively and with the primary purpose always at the fore. But does it operate that way? The truth is that whilst some elements work very well, others tend to let the team down. There are however solutions or ideas in place to change and improve the less well functioning elements of the system.

Alex Kats General

14 Jun 2023

CASE STUDIES

Exploring the Intricacies: Navigating the Realm of OpEx at the NSW Department of Education

The goal of every government agency is to deliver their services in the most efficient and effective way possible. The NSW Department of Education is focussed on three areas: service excellence, experiential or operational excellence, and digital excellence. Many agencies focus just on customer experience, which is essential, but to really achieve operational excellence, all three elements are necessary.

Alex Kats General

14 Jun 2023

WHITEPAPERS & REPORTS

Digital transformations for a modern Aotearoa New Zealand

After several years of chaos, disruptions and crises, 2022 was the first year since 2019 that much of the world returned to some sort of normality. For Aotearoa New Zealand, being a small country with a small population, that normality quickly settled in, and although many changes forced by the pandemic are still in place, and there are still some ongoing residual pandemic issues, including hybrid working and a greater use of technology across most industries, the pandemic is largely seen as a recent and confronting memory, but nonetheless something that is now firmly in the rear view mirror.

Alex Kats Digital Services and Customer Experience

14 Jun 2023