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Cyber Security and Risk Management
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Digital Services and Customer Experience
Women in Leadership Spotlight Series: Marjorie A. Cadogan, Executive Deputy Commissioner, Office of Citywide Health Insurance Access, NYC Human Resources Administration
In short, I am a health insurance problem solver and educator. I lead a dedicated team in the NYC Human Resources Administration’s Office of Citywide Health Insurance Access to expand access to health insurance for New York City residents and small businesses. We achieve our mission in a variety of ways: by administering a Citywide outreach and enrollment assistance initiative known as NYC Health Insurance Link which uses city agency sites, activities and programs to insinuate health insurance outreach and education into New Yorkers’ routine interactions with city services; maintenance of a comprehensive website of health insurance guidance and materials; …
General
Workforce Mobility and Remote Service Management
One of their main operations is in food services. This critical to any hospital and thus they have “150 food service sites across NSW employing about 4,600 staff,” as well as “three food production units (FPUs)” that produce special and customised meals. All up, they “produce over 24 million meals per year.” Given the nature of the food processing environment, especially in hospitals, it is a “highly regulated” industry with many standards, guidelines and frameworks that need to be adhered to. “However, a lot of work needed to be done to ensure success. To start with, “we worked with BSI …
Cyber Security and Risk Management
Benefits of Cloud Security with Transport NSW
Across NSW Government there is a cloud strategy which “states that we must use public cloud first, as the default. We should only use the traditional data centres if it makes sense for our businesses or if we have no other alternative.” However, there are numerous ways to interpret this and there are a number of public cloud platforms. Before delving further, it is therefore important to understand these, and one way to do so is to think of them as “a cloud pizza model.” This was the model that “helped us to overcome and understand it at Transport NSW.” …
Data, Analytics and AI
Scaling and maturing automation to drive employee and student experience
The main focus of the automation was bots, software programs designed to perform repetitive tasks. But most of these bots “were on individual computers with no consistent coding.” There also wasn’t a lot of control around the bots, but the biggest problem was that there “was a lot of fear from staff around jobs,” specifically that automation could render some roles redundant. Overall, there were a lot of issues and misconceptions. The purpose of automation and RPA is to have “something that is scalable, easy to use and consistent amongst all environments.” Ultimately it is about reducing risks and errors, …
Digital Services and Customer Experience
Bots and the Future of Customer Experience
Before the pandemic, “it was our country’s fourth largest export industry.” To engage with potential or current students, in 2018 ENZ decided to develop a chat-bot, which is a simulation of a human conversation, using artificial intelligence (AI) features. This was “a relatively new communications channel,” meaning that “there isn’t an established formula or methodology for chat-bot implementations.” However, at the time the agency was in no rush, and Jamie Crump was studying a “Masters of Technological Futures and developed an approach for the chat-bot project.” ““Nobody wants to engage with something that is dull, slow and hard to navigate …
Workforce, Skills and Capability
Women in Leadership Spotlight Series: Colleen McManus HR Programs Manager & Executive Consultant, State of Arizona
Much of my public sector career has been spent in para-military agencies, so I became accustomed to environments that were largely comprised of males, particularly in the key leadership and decision-making roles. I learned that if I regarded and presented myself as a professional first and woman second, other people saw and treated me as a professional. When I moved into senior leadership, I had the opportunity to mentor other women and create development programs for all staff in these environments, which helped to bring more diversity and inclusion in leadership roles. Throughout my career, I have been immersed in …
General
Government Procurement: Creating social value through better business
Australia and New Zealand are well placed to delve into the heart of the new decade in a better position, in a business sense, than both countries were before. Encouraged by their customers and clients, businesses are now looking to act in new and exciting ways, leading to plenty of unrivalled opportunities. B Lab, a global not-for-profit organisation, was founded so that businesses could be used as a force for good, thus leading to greater prospects for local employment, local supply chains and procurement opportunities, and greater environmental impacts. Certified B Corporations (aka B Corps) under the auspices of B …
General
Data Analytics in Local Government
Local governments, like all public sector institutions, collect lots of data about their citizens. The intention is that the data will be used for good purposes to inform better decision-making, but that is not always the case. In fact, data can be used for nefarious purposes just as easily. This paper brings together three data experts from three local government jurisdictions – two from Australia and one from Canada. With a specific focus on improving the customer experience, each of them provides a perspective on how to manage data, how to work with it better by building technology around it, …
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