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Technology & Transformation
3 reasons to focus on technology improvements in council
The digitisation of services is an inevitable part of council’s transformation. The strategic use of digital technologies can have a myriad of benefits that are not just limited to one department or service. Modern citizens expect their councils to be fluid with regards to how they provide a service. Just like with any other organisation, council customers expect to be able to access and interact with required services online, and on demand. For many customers – driven particularly by the younger generation as well as a global pandemic – the options of in- person, paper-based or even over-the-phone services are …
Technology & Transformation
How enterprise architecture can establish a framework for transformation in government
Governments in this era are facing demands for enhanced and better-quality citizen service delivery, making IT modernisation and digital transformation critical. In a world where agility and innovation are highly valued, enterprise architecture is a key element in this transformation. Enterprise architecture is the process by which organisations standardise and organise IT infrastructure to aligns with business goals. These strategies support digital transformation, IT growth and the modernisation of IT as a department. Essentially, enterprise architecture help organisations structure IT projects and policies to achieve desired business results, as well as stay on top of industry trends disruptions using architecture …
Health & Human Services
Australian Healthcare Snapshot: Remote and Telehealth Services
Virtual care offers an unparalleled opportunity to deliver real change addressing the challenges of healthcare over the next decade. It has the power to transform every health and social care sector and the way services are delivered. Telehealth also improves access to health services for people in rural and remote areas. While telemedicine promises to grow rapidly over the next decade and has clear benefits, it still poses some technical and practical problems for healthcare providers. To better understand where Australian healthcare professionals feel the future of telehealth lies, we surveyed the attendees at our recent Improving Remote and Telehealth …
Digital Government & CX
An Inclusive Design Approach to Government Services
To achieve that mission, the DTA employs “all kinds of different individuals,” not just technology experts. The purpose of having such variety is to “build simple, clear and fast public services, underpinned by transparency and respect. That is what builds public trust.” In total, there are about 350 staff at the agency, responsible for “designing services for all the citizens, taking into account all perspectives, which is really complex.” To have true digital engagement, organisations and agencies need to be in the right frame of mind. However, the DTA has found over the last few years that there are a …
Operational & Process Excellence
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.
Technology & Transformation
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 …
National Security & Public Safety
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 …
Data & Analytics
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 …
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