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Digital Services and Customer Experience

The Unattractive Customer

I recently participated in a panel discussion for Infrastructure Partnerships Australia on the topic of Infrastructure End Users. There was a strong premise that, as providers of infrastructure and services (Government or otherwise), we need to have a customer mindset about our users - in…
The Unattractive Customer
Australia 13 Oct 2019
Industry Trends
Public
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1 Year in... Here's what we've achieved.

Friday the 19th July may have seen like a regular day to you, but it was a special day for me as it marked a full year into my contract leading The City of Canterbury Bankstown in its journey to becoming an innovative Council and a leading smart city. Were the largest City in NSW and fourth largest in Australia, but were also the leanest Council in NSW, meaning were slightly more resource challenged than other cities. A caveat which, in my opinion makes our successes that much more impressive! So, may I present to you a select list (in …
1 Year in... Here's what we've achieved.
Australia 13 Oct 2019
Industry Trends
Public
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Digital Transformation

I believe it is time to drop the word DIGITAL and simply replace it with TRANSFORMATION. When our customers connect with us, they only care about their channel of preference and are only interested in achieving the outcome in the easiest way possible. Digital is one channel…
Digital Transformation
Australia 13 Oct 2019
Industry Trends
Public
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Holistic Transformation – achieve more with less

Transformation programs are changing the way local governments are serving their communities. Most public sector programs will face similar challenges such as organisational silos, legacy technology platforms, traditional operational models and legislation and the list goes on. Amidst th…
Holistic Transformation – achieve more with less
Australia 7 Oct 2019
Industry Trends
Public
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General

Shared Services 2.0

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 sharedfirst-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 …
Shared Services 2.0
Australia 1 Feb 2018
Industry Trends
Public
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General

The Role of Emerging Technology in Transforming the Policing Landscape

At the recent Future Policing event, we heard from Hilda Sirec, Commander, Australian Federal Police as she explores strengthening local networks to help solve crime and improve public safety. In this article she explores: Child sex abuse, particularly online, has become rampant. Part of the problem is that “offenders continuously adapt and diversify their methods.” The use of encryption and the dark web services “have been around for over a decade,” but what is new is the development of solutions that “enable anonymous communication, virtual private clouds, and virtual private networks.” These make access to things like the dark web …
The Role of Emerging Technology in Transforming the Policing Landscape
Australia 1 Feb 2018
Industry Trends
Public
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