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Digital Government & CX
The Importance of Workforce Planning
A people plan, a people and culture plan or an HR plan are all part of the same thing. Yet some organisations claim that they “don’t have time for such a plan, or it’s too much work.” It is true that the process to create a plan can be lengthy, but it is equally true in almost all cases that not having a workforce plan of some kind is worse. Without a strategic direction, there is a higher chance of “turnover, unengaged and unhappy employees, stress and workload pressures, increased leave, and most importantly, a lowered return on investment.” Attracting …
Digital Government & CX
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 …
Digital Government & CX
Improving Citizen Life Event Journeys
The initiative was developed because for every one of the more than 315,000 births in Australia each year, a parent can have “up to 7 interactions with government agencies to register the birth and enrol the child in Medicare and Centrelink.” Not only does this result in “unnecessary duplication,” but it creates opportunities for mistakes, and thus “approximately 30% of birth registrations have errors requiring follow-up” by either government agencies, parents, or both. Part of the reason why there are so many interactions is because the current process requires parents to register with three separate agencies, even though they are …
Digital Government & CX
An Inclusive Design Approach to Government Services
To achieve that mission, the DTA employs “all kinds of different individuals,” not just technology experts. The purpose of having such variety is to “build simple, clear and fast public services, underpinned by transparency and respect. That is what builds public trust.” In total, there are about 350 staff at the agency, responsible for “designing services for all the citizens, taking into account all perspectives, which is really complex.” To have true digital engagement, organisations and agencies need to be in the right frame of mind. However, the DTA has found over the last few years that there are a …
Digital Government & CX
Achieving Better Public Service through Digital Government
Our world has become digital, and though the public sector has sometimes been slow to embrace digital opportunities, COVID-19 has largely changed that. Many organisations began their journeys towards digitisation before the pandemic hit, but now face the challenge of keeping that momentum, embedding the changes and ensuring no-one is left behind. This paper brings together Australian experts in digitisation from the private and public sectors. All have had to navigate their way through transformations and the pandemic, and all have learned valuable lessons along the way.
Digital Government & CX
How Client Centric, Digital Public Sector Services Improve NSW Citizen Experience
Innovation is a word not often directly correlated with government services. Due primarily to challenges around size, scope, budgets, bureaucracy, general risk-aversion and public scrutiny, the public sector is often regarded as slow moving. As governments strive to balance priorities and the allocation of scarce resources, new approaches are needed. The public sector needs to be increasingly innovative and to work smarter to effectively respond to the complex challenges facing society now and into the future. In this whitepaper we explore these digital service delivery priorities and delve into why they’re crucial to the future of public sector innovation.
Digital Government & CX
Digital Inclusion in the Public Sector
Digital Inclusion in the Public Sector An Update on What it Means to be Digitally Inclusive. The Issues Facing Digital InclusionMore than 20 years ago, when personal devices started becoming ubiquitous, it was identified that not everyone had access to the same technology. A digital divide had bee…
Digital Government & CX
Bots and the Future of Customer Experience- Canada
City councils, therefore, need to be resilient and responsive and need to be able to provide answers. In recent times there has been no greater crisis than COVID-19, and the City of Toronto was intent on being proactive in its dealings with its citizens. However, there were simply not enough staff and too many questions coming in, so a digital or artificial intelligence (AI) solution was sought. The City of Toronto also had a few expectations that needed to be met. “Accessibility was very important to the City, so that it was equitable to everybody, and any solution also needed …
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