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General
IT Modernization and Cloud
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General
Using technology to increase resilience and coordinate response in times of crisis
At the recent Emergency Management Innovation event, we heard from Trevor Jones, Assistant Secretary, Department of Prime Minister and Cabinet and Joe Buffone, Director-General, Emergency Management Australia, Department of Home Affairs as they discuss developing standards and technologies to enable collaborative emergency response. In this article they explore: The framework is the primary mechanism by which all Commonwealth agencies work collectively to deliver a national effort in support of a particular jurisdiction that has an operational responsibility in dealing with the crisis at hand - Trevor Jones, Assistant Secretary, Department of Prime Minister and Cabinet In other words, whilst the …
Digital Services and Customer Experience
Driving service excellence in state government through digital transformation
The first two decades of the current century have seen enormous technological changes in almost every field. Digital technology continues to have a disruptive impact on businesses and the economy, and it is not an exaggeration to say that any organisation or sector that doesn’t keep up with the pace of digital transformation will be left behind. Digitisation however is not only about the use of technology. It is about being able to work seamlessly in the digital age. At a state level, the process to digitise is often more complicated because there is not an equivalent transformation agency in …
General
Modernising & Maturing Australian Corporate Shared Services
The agency itself was created in 2012 through a merger of other organisations, but by 2019, the founding CEO had resigned and things started to feel stale. “Often with a new CEO comes a bit of change,” and one of the first things that the new CEO implemented “was the first-ever employment engagement survey.” This also led to a new 10-year strategy, which was “endorsed by the board in March 2020.” Separate from that, other changes happened in the sector and across government at around the same time, and just before COVID-19 became the focus of everyone’s attention, it was …
General
Scaling, Digitising & Maturing NZ Public Sector Shared Services
The goal of any business, particularly a large-scale operation, is to be as efficient as possible, delivering the best possible services whilst expending the least number of resources, thereby maximising profit. For large institutions with long histories, changing behaviours and becoming more efficient is often particularly difficult. But not impossible. However, like every organisation of significant size, there are constant roadblocks. The finance team, in particular, they are constantly involved in “firefighting, managing our backlogs, solving problems, and coaching our people to be more efficient, though there’s never enough time to actually develop our people.” The goal of course is …
General
Enhancing Interoperability and Management Operations through ICT
Enhancing Interoperability and Management Operations through ICT
General
Understanding the Impact of Covid-19 on NZ Public Sector Procurement
In procurement circles, people often “use the terms SRM and contract management interchangeably, but they are not the same thing.” Contract management is all about delivering the services or goods outlined in the contract. In many cases, this is procurement 101. SRM however is “about generating new value that goes beyond what’s written in a contract.” It is about performance and relationship management and “if we focus on that, then we will see value generated through continuous improvement and innovation over time.” This is particularly relevant now because, after events like “earthquakes, floods, security threats, and COVID-19, there is a …
Data, Analytics and AI
The Automation Change Management Puzzle
Automation, in the many forms it comes in – machine learning, robotic process automation, artificial intelligence – is on track to make a bigger impact on business and society than any previous technology. With the ability to make connections, see relationships and react faster and more efficiently we’re on the cusp of something huge. Ultimately automation at any level isn’t a technological journey – technology is easy, you just turn it on – automation is a psychological journey, one that goes hand in hand with a change management journey, with the brutal truth being that it doesn’t matter how much …
Digital Services and Customer Experience
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 …
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