Insights

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 …

State of Identity in a Post-Covid World

Obviously the pandemic has been and continues to be “a period of profound geopolitical, technological and societal change.” As part of that though, it has also been a “truly a fantastic opportunity to build more digitally enabled services, but these solutions and approaches must come hand in glove with ensuring that innovation remains secure-by-design, with cyber security practices and methodologies embedded into the process.” More than that, cyber security has become “an organisational imperative” because there’s been a surge in internet traffic and activity which has led to criminals “seeking to strategically disrupt critical infrastructure and global supply chains to …

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 …

AI in the APS: Exploring Opportunity and Maturity

According to a report published by the CSIRO, the benefits of artificial intelligence (AI) in the APS and machine learning are estimate to be worth AU$22.17 trillion to the global economy by 2030. Additionally Data61, the CSIRO’s innovation hub, estimates that digital tech (including AI) will contribute an extra $315 billion in gross economic value to Australia over the next decade. Compelling applications of AI in the government space include those that identify tax-evasion patterns, sort through infrastructure data, improve decision-making for farmers and agribusiness, or sift through health and social-service data to prioritise cases for child welfare and support. …

Creating and sustaining an engaged and caring workforce

At the recent Improving Patient Outcomes and Experience event, we heard from Bernadette Kenny, General Manager, Primary Care Innovation and Development, WA Primary Health Alliance as she dived into how to create and sustain an engaged and caring workforce. In this article she explores: Both of these standards and concepts are about achieving high performing care, but since the Alliance was set up to work with GP clinics, “we were very curious at the beginning about what defined a high performing general practice.” Of the 10 building blocks as part of the model, “the first four are foundational to support …

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.” …

Understanding Big Data Capabilities in the Public Sector

Data analytics should be an easy sell having been on the radar of every CIO, CTO and CEO for years. By now the opportunities around Big Data are well documented, but with competing priorities, budget limitations, legacy systems, inconsistent data and growing concerns around security and privacy; many in the public sector have been slow to transform however, with a lack of understanding around big data capabilities leaving the public sector lagging. How then can data and technology leaders go about transforming culture, educating the wider organisation to the opportunities of big data, all while simultaneously securing c-suite support? Read …

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