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Digital Services and Customer Experience

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.

12 Jul 2021

Whitepapers & Reports

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5 Ways to Reimagine Procurement in the New Normal

Covid has been the architect of much change, and it has most definitely altered the face of procurement forever. As a result of Covid-19 supply chains the world over have suffered a real shock. For the public sector, the fragility of supply chain and procurement initiatives, and our growing dependence upon global supply has exposed weaknesses in long-standing ways of working. Now, as we prepare for the post-COVID world, supply chain and procurement professionals across the APS are taking the lessons learned from the last 18 months and are looking for new ways to work smarter, better, and more efficiently.

5 New IoT Applications in 2021

Over the past decade, Australian cities have begun using IoT to improve infrastructure, traffic congestion, low carbon living and environmental management. Although these are fantastic use cases for IoT, smarter and more innovative applications are now being developed. The IoT-enabled hardhat comes with a sweatband sensor array that measures the heart rate and the temperature of the wearer. Additionally, it’s fitted with an accelerometer for orientation and shock, and contains a global positioning system (GPS) device to track employee location. The data collected through IoT technology is delivering positive health and safety outcomes for construction workers, alerting supervisors if they …

General

Speaker Spotlight: Dr Tobias Feakin, Ambassador for Cyber Affairs and Critical Technology

Our priorities in 2021 include engagement on standards, critical technology supply chains and ensuring states understand their obligations to act responsibly in cyberspace. Ultimately, we face a future where our values are not upheld or respected by technology, and our prosperity, security and social cohesion is at risk if we don’t take action now. Our international engagement must continue to advocate for a cyberspace and technology that is in our interest, and that of our likeminded liberal democratic partners. However, the hardening of networks alone is not enough to protect Australia’s national security interests. This is why the Australian Government, …

7 Jul 2021

Interviews

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IT Modernization and Cloud

Sustainable IT Service Management (ITSM) for the Public Sector

Government departments and organisations are ideally about providing services to citizens. Obviously, they are mostly about implementing the work of the government, but if that can be achieved in a way that benefits the citizens too, then that is the ultimate aim. To achieve the dual goals, Revenue NSW began the “Assured Revenue program, which has three goals:” The program is designed to “remove friction across the system” and began in September 2020. Since then, Revenue NSW has “conducted 54 interviews and 13 workshops with individual and business customers across NSW, other part of Australia and even overseas,” including with …

General

Building Resiliency in an Increasingly Complex and Uncertain Environment

This is particularly important for a department like TMR, which has responsibility across the vastness of the whole state. TMR looks after “over 33,000 km of state-controlled roads,” including bridges, as well as all “bus, rail, ferry and tram services.” It employs over 9,600 people, has about 100 offices or locations across the state, including “90 customer service centres.” It’s a big and complex department that is referred to internally as “an ecosystem rather than just a department.” Disaster management is part of the mandate, and in 2020, TMR spent “nearly $87 million on natural disaster recovery and repairs,” much …

4 Jul 2021

Industry Trends

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Data, Analytics and AI

Leveraging data science to lead transformation in the public sector

While many of these issues are unlikely to go away, one way of combatting some of the negative effects is by using open data, which as long as there is access to the internet, is “data that’s available to anyone, anywhere, anytime.” It is generally data that is “collected by or on behalf of government,” but is done so with “people’s privacy, sovereignty and security” protected and in mind. In many ways, “the open data ecosystem is like a public library, which is the original open data service.” Libraries have a range of products “in different formats, with a huge …

Workforce, Skills and Capability

How SafeWork SA went from surviving to thriving with the help of The Oranges Toolkit

In 2017 when Martyn Campbell became Executive Director of SafeWork SA, the government agency responsible for workplace health and safety regulation and enforcement in South Australia, it was experiencing significant challenges both internally and externally. Martyn needed to lead a cultural change program across the organisation that caused major upheaval and uncertainty. To effectively enable change adoption amongst the established workforce, he recognised the need to build resilience, trust, and create psychological safety. He chose to engage the services of The Oranges Toolkit to build mental and emotional agility through its wellbeing workshop program and credits the unique program as …

25 Jun 2021

Whitepapers & Reports

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