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Public Sector Network's Insights
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Why customer experience in Local Government starts with a focus on employee experience
Local councils are largely customer-facing organisations and thus they know that they need to provide a good customer experience. However, they are also often large, bureaucratic organisations with legacy infrastructure and resources, and sometimes with employees who are not appropriately skilled for their roles. Research suggests that there is a link between the experience employees have while at work and how they treat their customers. To further explore this link, surveys and interviews were conducted with councils across the country. The interviews, surveys and other research also highlighted that to make real change, councils should focus on culture, communication and …
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Digital Architecture & ePlanning for Smart Cities
The NSW spatial digital twin is a new product, but the concept of a digital twin is not new. In fact, “there are literally thousands of digital twins or digital models of pretty much everything that exists in our built and natural environment.” The purpose of the one in NSW is “to utilise spatial information positioning technologies to position information and digital models in their real-world location.” In other words, it is designed to “integrate otherwise isolated individual models into their real-world locations.” We are all moving down a digitally data driven society, and without having a spatial digital twin …
IT Modernization and Cloud
5 ways cloud can improve government innovation
At its core, innovation is what fuels change. It is discovery that enables government to do more with less, advance economic and national security, and transform public service. Cloud innovation allows government agencies the opportunity to deliver on their mission objectives and achieve a positive citizen response. Here are five ways cloud can enhance government innovation and create a better outcome for all involved. In recent years, technology has enabled government agencies to generate vast amount of data that can be used in many ways. The amount of data being generated and stored has increased significantly – how do departments …
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Process Excellence and RPA in Local Government
All large organisations, and public sector institutions in particular, generally have complicated, bureaucratic processes, developed over time. Some of these require a lot of repetitive employee input, whilst others were simply developed in a different age – before the digital age – and would benefit from an upgrade. These upgrades can take many forms, from Robotic Process Automation (RPA), to just a simple improvement or advancement in processes. At Knox, “business improvement was really about making sure that we are able to justify our decision-making and make sure it is in the best interests of the community.” In many ways, …
General
5 Minutes with TfNSW on The State of Public Sector Corporate Services
We recently sat down with Trudi Mares, Executive Director, Transport Shared Services at Transport for NSW to get her thoughts on some of the biggest challenges, trends and priorities impacting public sector corporate services. Check out our 5 minute interview below to hear more from Trudi about TfNSW’ corporate service transformation journey and how they’re leveraging omni-channel technologies to streamline processes and deliver better citizen experiences.
Workforce, Skills and Capability
6 reasons to invest in Talent Management
Digital Services and Customer Experience
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…
IT Modernization and Cloud
How DevOps and DevSecOps help government agencies achieve their goals
The rapid shift to remote work saw plenty of unexpected benefits; from higher meeting attendance to greater trust and flexibility, there have been plenty of positives. However, at the same time, the telework infrastructure has exposed several weaknesses. Whether it’s an increase in cyberattack risk to traffic overload, there are plenty of challenges facing government agencies today. DevOps and DevSecOps may be the key to solving some of these challenges for government agencies. Both of these focus on creating new solutions for complex software development processes within an agile framework. While it is not a fixed methodology, automation and a …
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