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Digital Services and Customer Experience

Embedding a seamless experience across channels to connect & engage

The Secretary of the department put out a heartfelt statement and the department worked to address all the issues that the fire caused. More than that though, “from that incident came a real understanding of the need for empathy and for owning the issue.” It was also such a “profound experience” that it became the catalyst they needed “to change the way we think as an organisation.” From the response to that incident, they realised that DELWP needed to have three principles to live by: “be available; speak and listen; take action.” From these three principles came three engagement values …

Embedding a seamless experience across channels to connect & engage

General

Exploring technical and operational innovations impacting the world of forensic investigation

Exploring technical and operational innovations impacting the world The field of forensics is a very scientific and extremely detailed discipline. With the emergence of forensic technologies, this field is continuing to evolve, though technology is not the only reason why forensics is advancing. Dr Sarah Benson, the Chief Forensic Scientist and a 21-year veteran at the Australian Federal Police (AFP), says that what really sets the field of forensics apart these days is data. “The question for us is how can we do what we do better given the complex data environment that we currently operate in, whether or not …

Exploring technical and operational innovations impacting the world of forensic investigation

Australia

3 Aug 2021

Industry Trends

Public

Save Neboneid Hamoo

Digital Services and Customer Experience

Improving Citizen Life Event Journeys

The initiative was developed because for every one of the more than 315,000 births in Australia each year, a parent can have “up to 7 interactions with government agencies to register the birth and enrol the child in Medicare and Centrelink.” Not only does this result in “unnecessary duplication,” but it creates opportunities for mistakes, and thus “approximately 30% of birth registrations have errors requiring follow-up” by either government agencies, parents, or both. Part of the reason why there are so many interactions is because the current process requires parents to register with three separate agencies, even though they are …

Improving Citizen Life Event Journeys

Australia

30 Jul 2021

Industry Trends

Public

Save Neboneid Hamoo

Cyber Security and Risk Management

Embedding Security Rules and Controls to keep networks safe

In our connected world, when all industries are using technology and the internet for work as much as for communication and entertainment, it is important to ensure that the networks are safe and secure, and that the policy settings are appropriate. ““Securing our networks is about people, processes and technology. Our job is to protect the organisation from the world, but also to protect the world from our organisation. Last year we blocked over 190,000 viruses, and we also had to stop inquisitive students trying to penetrate our systems.”” Steve Woodhouse, Chief Information Security Officer, Department of Education (QLD) ““To …

Embedding Security Rules and Controls to keep networks safe

Australia

30 Jul 2021

Industry Trends

Public

Save Rosie Fea

General

Asset and Infrastructure Management

“The Victorian government aims to meet the infrastructure challenge with a revolutionary transformation of the way our projects operate and perform, through the implementation of a sound, practical and holistic approach to digitalisation.

Asset and Infrastructure Management

HR Trends for 2021

HR Trends for 2021

General

4 Ways to Improve Your Patient Experience

However, increasing evidence linking patient experience to improved outcomes as well as regulatory trends should provide a compelling case for improving patient experience. So what steps can your organisation take to improve its patient outcomes and experience? Improving the patient experience starts with engaging the community before they enter care. Including family members in the circle of care and proactively promoting preventive care can help catch disease early or avoid its onset. Sharing information through various outreach and educational programs can help patients and their families make more informed choices about their care. By increasing patient knowledge, both the patient …

4 Ways to Improve Your Patient Experience

IT Modernization and Cloud

APIs in the Public Sector

Public sector institutions largely exist to improve the lives of citizens, and Application Programming Interfaces (APIs) are a technology that can assist in achieving that goal. This paper follows the journeys of three public sector experts as they developed and use API tech to improve services and improve the lives of citizens. APIs can make things more integrated, can allow for the secure sharing of information across jurisdictions, can reduce duplication and operational costs, and ultimately, can improve government services and change lives. The lessons from these journeys can be applied across public sector institutions everywhere.

APIs in the Public Sector

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