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Paris Armstrong's Insights

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Scaling, Digitising & Maturing NZ Public Sector Shared Services

The goal of any business, particularly a large-scale operation, is to be as efficient as possible, delivering the best possible services whilst expending the least number of resources, thereby maximising profit. For large institutions with long histories, changing behaviours and becoming more efficient is often particularly difficult. But not impossible. However, like every organisation of significant size, there are constant roadblocks. The finance team, in particular, they are constantly involved in “firefighting, managing our backlogs, solving problems, and coaching our people to be more efficient, though there’s never enough time to actually develop our people.” The goal of course is …

Scaling, Digitising & Maturing NZ Public Sector Shared Services

General

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 …

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

Digital Services and Customer Experience

Improving customer satisfaction across contact channels

In many ways, unlike much of the rest of the country, Western Australia has not suffered the effects of the pandemic in the same way. However, of all the government services that have been affected, it was largely the Department of Transport that was the most impacted. That might initially sound incongruous but being “a network of branches,” with a focus on transport infrastructure and logistics, the department has the “capability to scale up very quickly.” In fact, the WA Department of Transport has become the government’s go-to department “if there are any incidents.” As such, “overnight, our operations changed.” …

Improving customer satisfaction across contact channels

IT Modernization and Cloud

Government Innovator Spotlight Q&A: Karen S. Howard Internal Revenue Service Director of the Office of Online Services

What advice would you give to the younger generation of women pursuing a career in technology and more broadly within public service? What is one piece of advice you wish someone had shared with you when you were beginning your career?

Government Innovator Spotlight Q&A: Karen S. Howard Internal Revenue Service Director of the Office of Online Services

General

IoT in the Public Sector

Essentially the document and the plan have “five priority areas: institutions and governance; infrastructure funding and pricing; housing affordability and supply; climate change, resilience and the environment; and technology change and our digital future.” Although technology is listed separately, in many ways it “runs across all of the priorities, and adapting to technology is essential to lowering costs, improving services and improving infrastructure delivery.” The problem however – which in some ways is a good problem to have – is that “we’re laying down assets that have very long lifespans.” Some are “more than generational, like some of our water …

IoT in the Public Sector

Workforce, Skills and Capability

Government Innovator Spotlight Q&A: Michaela Geronima Doelman - CHRO, Washington State ESD

I’m the Chief Human Resources Officer (CHRO) for the Washington State Employment Security Department (ESD). I kind of got here by accident. Although public service was always where I wanted to be, HR wasn’t even on my radar of options, I just knew I wanted to help people like my parents did in their public service jobs. After graduating from college and working in Mexico for a couple of years, I moved back to the US in 2007 and wasn’t in the position to be picky about what job I could take, I just wanted one that paid the bills …

Government Innovator Spotlight Q&A: Michaela Geronima Doelman - CHRO, Washington State ESD

General

Infrastructure as the key to healthcare improvement

At the recent Healthcare Infrastructure event, we heard from Prof Russell Harrison, Chief Executive, Western Health (Vic) as he dived into how infrastructure is the key to healthcare improvement. In this article he explores: The oldest of Western Health’s sites is Williamstown Hospital. “The foundation stone was laid in 1892, and it was opened in 1894.” It has been in continuous use for 127 years, though of course has had many upgrades since, with some “of the older parts knocked down and renovated for better patient care.” Another relatively old facility is Footscray Hospital “which opened in the 1950s.” From …

Infrastructure as the key to healthcare improvement

Digital Services and Customer Experience

Embedding a seamless experience across channels to connect & engage

The Secretary of the department put out a heartfelt statement and the department worked to address all the issues that the fire caused. More than that though, “from that incident came a real understanding of the need for empathy and for owning the issue.” It was also such a “profound experience” that it became the catalyst they needed “to change the way we think as an organisation.” From the response to that incident, they realised that DELWP needed to have three principles to live by: “be available; speak and listen; take action.” From these three principles came three engagement values …

Embedding a seamless experience across channels to connect & engage

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