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Digital Services and Customer Experience

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 …

An Inclusive Design Approach to Government Services

General

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.

5 Ways to Reimagine Procurement in the New Normal

IT Modernization and Cloud

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 …

Sustainable IT Service Management (ITSM) for the Public Sector

General

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 …

Building Resiliency in an Increasingly Complex and Uncertain Environment

Australia

4 Jul 2021

Industry Trends

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Data, Analytics and AI

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 …

Leveraging data science to lead transformation in the public sector

General

How can we Change the Perception of Governance and Risk Management?

When someone says ‘governance’ or ‘compliance’ immediately our minds turn towards red tape, rules, regulations and bureaucracy. But that’s not necessarily the case. In fact, when integrated strategically, and supported by a culture of integrity corporate governance can help to mitigate risks, assure compliance and enable your department to achieve goals and drive improvements all while improving ethical standing in the eyes of citizens. Achieving this is often a complex process however that requires a reassessment and appraisal of current and future operating processes as well as a cultural transformation to help educate and bring the entire organisation on board. …

How can we Change the Perception of Governance and Risk Management?

Australia

17 Jun 2021

Industry Trends

Public

Save Neboneid Hamoo

General

Mitigating Cyber Security Risks in Local Government

"Implementing effective information controls and cyber training for staff should be at the forefront of cyber awareness for councils. This requires councils to establish appropriate systems to manage cyber security risk effectively, and to make better and more informed decisions.” Jacqueline Hiddlestone, IT Innovation Program Manager, Canterbury Bankstown City Council (NSW) “Councils need to establish a system to process, identify, analyse and treat cyber security risks seriously. If unaddressed, cyber risks could prevent councils from effectively achieving their strategic, operational and project objectives, as well as their statutory and community obligations.

Mitigating Cyber Security Risks in Local Government

New Zealand

11 Jun 2021

Industry Trends

Public

Save Neboneid Hamoo

Data, Analytics and AI

Business Intelligence & Data Warehousing for Government

One of the reasons for the creation of the new function and teams was because “we’ve got a legacy environment that is siloed, manual and a very people-intensive process.” The output of all the new functions will be “an Enterprise Data Hub that will deliver great outcomes” to both the agency and ultimately the Victorian community. All of this can only work because of the new architecture that is built around the hub to enable and empower it to “deliver incremental value.” WorkSafe Victoria has many disparate parts to its business and all of the parts need to work together …

Business Intelligence & Data Warehousing for Government

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