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Digital Government & CX
Sustaining Digital Transformation beyond COVID Times
At the recent Sustaining Digital Transformation Beyond COVID Times event as part of the Digital Government and CX National Insights Series, we heard from Michelle Dowdell, First Assistant Secretary, Digital Technology Taskforce, Australian Department of the Prime Minister and Cabinet as she delves into delivering a modern and digital economy to drive Australia’s future prosperity. In this article she explores: From a numbers perspective alone, “over 50 million telehealth services were accessed in just one year in Australia; nearly a quarter of all businesses changed what they delivered in the first three weeks of the pandemic; and almost nine in …
Digital Government & CX
How to Improve Digital Service Delivery for Citizens and Employees
In many seen and unseen ways, the world is constantly changing. The pandemic that we are all still living through is just the latest in a series of tumultuous global events that began following the end of the Second World War, including the digital revolution. Now, decades later, digital transformations are still taking place in almost every industry at significant pace, with the pandemic often acting as a catalyst for even greater and faster change. While the private sector often leads the charge towards a new age, no industry can afford to be left behind, including the public sector. Consumers …
Digital Government & CX
#GovInnovator Q&A: Deshard Stevens, CISO, NYC Commission on Human Rights
Deshard Stevens is a Chief Information Security Officer (CISO) with over 12 years of experience managing, developing, and implementing business strategies and technical solutions while leading and managing project development, cloud strategy, and information technology teams. Deshard was the recipient of the 2018 Rising Star Award from the New York City Public Sector CIO Academy. He is certified as a Project Management Professional (PMP), Certified in Risk and Information System Control (CRISC), Certified Data Privacy Solutions Engineer (CDPSE), and holds a Master of Business Administration. In his free time, Deshard is an avid runner. I am currently the Chief Information …
Digital Government & CX
Exclusive Q&A: VITA's COO Talks Government Automation, RPA, and Leadership
Jonathan Ozovek is the Chief Operating Officer of the Virginia Information Technologies Agency - or VITA; a convenient acronym if ever there were one, given the importance of information technology to all aspects of life today. Answer: The main lesson I learned is how quickly the world can change. There is a level of connectivity and interdependency throughout the world today that was not the case decades ago. The main lessons I have reinforced are two fold...first, never lose sight of what is important and do not take your loved ones for granted and second, have multiple backup plans (i.e. …
Digital Government & CX
Connecting with citizens through targeted and engaging communications
The way we all communicate has changed. The invention of the telephone was a genuine game-changer, but now nearly a century and a half later, communication takes many forms, particularly in the digital space, and government agencies need to be at the forefront of this revolution. In Australia, many of the federal agencies in particular have embraced social media and have re-created their digital strategies to match the expectations of their communities. This paper showcases examples from three of those agencies. The experience of social media is now fundamental to the creative, artistic and cultural industries within Australia and across …
Digital Government & CX
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 …
Digital Government & CX
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 …
Digital Government & CX
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.” …
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