Digital Identity

Ensuring that citizens can log on to services online and that their identities are protected and secure, is one of the main priorities of the government. This paper presents the perspectives of three digital experts from three different jurisdictions and follows their journeys towards successful digital identity engagement, including the challenges they faced along the way. Keeping citizens and their identities safe is a key task of government, and these examples provide lessons for how that can be achieved.

Customer Centric Contact Centres

Contact centres are staffed by people and are designed to answer the queries of people calling them. It is important that the people who run them consistently remember that people – both staff and customers – need to be at the centre of the operation. Public sector contact centres have changed and improved over the years, but recent catalysts like an examination of outdated measures, the pandemic and other crises have exacerbated the need for change, and thus contact centres have begun to innovate, change and improve. This paper incorporates three examples from different jurisdictions and follows their journeys as …

Multi Channel Citizen Engagement in 2020

Our modern world means that governments and government agencies need to engage with their stakeholders in new and innovative ways, and in multiple ways to create true engagement. Such an approach needs to have customers at its centre, needs to engage with the right audience for the right purpose and it needs to use technology in the best possible way to achieve its outcomes.

Driving Citizen Experience in the Public Service 2020

Public sector agencies haven’t always embraced technology as quickly as the public expects them to. While this began to change before the pandemic struck, COVID-19 has forced government agencies to embrace technology, to change their practices and to ensure that their users – the citizens – are at the centre of these changes.

Digital Government in 2020

This paper examines the role of government in supporting customers through critical challenges, including COVID-19, and how to achieve transformation, retain public faith in digital services, and understand the needs of clients when developing new platforms.

Innovation in the Australian Public Service (APS)

Against the backdrop of COVID-19, this paper examines new ways of dealing with current and long-standing challenges to the delivery of effective public service, focusing on five streams: policies, processes, people, data and technology.

Accelerating The Omnichannel Future of Government Through Customer Obsession

Virtual Multi-Channel Citizen Engagement | Monday, 20 July 2020 Sam Higgins, Principal Analyst, Forrester

WA Government Innovation Survey Summary 2020

On 5 March 2020 Public Sector Network delivered the WA Government Innovation Showcase in Perth in conjunction with the WA Government. An online survey, open to all attendees, was conducted in association with the event. The survey asked a number of questions about innovation strategies, as well as views on the subject by individual respondents. The survey was answered by 115 attendees, roughly one-third of the total, and included both qualitative and quantitative questions.