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INDUSTRY TRENDS
Understanding the Impact of Covid-19 on NZ Public Sector Procurement

Understanding the Impact of Covid-19 on NZ Public Sector Procurement

In procurement circles, people often “use the terms SRM and contract management interchangeably, but they are not the same thing.” Contract management is all about delivering the services or goods outlined in the contract. In many cases, this is procurement 101. SRM however is “about generating new value that goes beyond what’s written in a contract.” It is about performance and relationship management and “if we focus on that, then we will see value generated through continuous improvement and innovation over time.” This is particularly relevant now because, after events like “earthquakes, floods, security threats, and COVID-19, there is a …

Neboneid Hamoo General
11 Nov 2021
Flag of New Zealand
INDUSTRY TRENDS
Designing and embedding a seamless and innovative end-to-end service

Designing and embedding a seamless and innovative end-to-end service

At the recent Service Design and Delivery event, we heard from the Department of Health as they dive into how to connect the real world experience to policy making. In this article we explore: In the Department of Health, one example of the way policy has always been traditionally developed is in the field of mental health. Unlike other conditions, where it is usually quite clear if there is an issue – like a broken bone for instance – mental health conditions “are complex and they can be very different from person to person.” When developing policy, it is therefore …

Public Sector Network Digital Services and Customer Experience
5 Nov 2021
Flag of Australia
INDUSTRY TRENDS
State of Identity in a Post-Covid World

State of Identity in a Post-Covid World

Obviously the pandemic has been and continues to be “a period of profound geopolitical, technological and societal change.” As part of that though, it has also been a “truly a fantastic opportunity to build more digitally enabled services, but these solutions and approaches must come hand in glove with ensuring that innovation remains secure-by-design, with cyber security practices and methodologies embedded into the process.” More than that, cyber security has become “an organisational imperative” because there’s been a surge in internet traffic and activity which has led to criminals “seeking to strategically disrupt critical infrastructure and global supply chains to …

Milena Tsitovitch Cyber Security and Risk Management
5 Nov 2021
Flag of Australia
INDUSTRY TRENDS
Strategic Workforce Planning

Strategic Workforce Planning

At the recent Strategic Workforce Planning event, we heard from Jeanne Weissl, Director, Strategic Human Rights, BC Ministry of Children and Family Development as she dived into how to align your workforce with the future direction of your organization. A people plan, a people and culture plan or an HR plan are all part of the same thing. Yet some organizations claim that they “don’t have time for such a plan, or it’s too much work.” It is true that the process to create a plan can be lengthy, but it is equally true in almost all cases that not …

Teresa Anderson Workforce, Skills and Capability
2 Nov 2021
Flag of Canada
INDUSTRY TRENDS
The Future of Diversity, Equity and Inclusion in the Public Sector

The Future of Diversity, Equity and Inclusion in the Public Sector

At the recent Diversity and Inclusion event, we heard from Suelyn Knight, Manager, Equity, Inclusion, and Human Rights as she dived into how to bridge the diversity gap through allyship. These conversations may be a bit difficult or triggering for some people, but in order to truly advance the needle on these issues, within the Toronto Police Service, we are having these difficult conversations and we are showing up for our members. Hopefully that will also translate into our ability to recruit and retain members who are diverse, and who add to the very the fabric of our organization. To …

Lily Stokes Workforce, Skills and Capability
2 Nov 2021
Flag of Canada
INDUSTRY TRENDS
AI in the APS: Exploring Opportunity and Maturity

AI in the APS: Exploring Opportunity and Maturity

According to a report published by the CSIRO, the benefits of artificial intelligence (AI) in the APS and machine learning are estimate to be worth AU$22.17 trillion to the global economy by 2030. Additionally Data61, the CSIRO’s innovation hub, estimates that digital tech (including AI) will contribute an extra $315 billion in gross economic value to Australia over the next decade. Compelling applications of AI in the government space include those that identify tax-evasion patterns, sort through infrastructure data, improve decision-making for farmers and agribusiness, or sift through health and social-service data to prioritise cases for child welfare and support. …

Milena Tsitovitch Data, Analytics and AI
29 Oct 2021
Flag of Australia
INDUSTRY TRENDS
Creating and sustaining an engaged and caring workforce

Creating and sustaining an engaged and caring workforce

At the recent Improving Patient Outcomes and Experience event, we heard from Bernadette Kenny, General Manager, Primary Care Innovation and Development, WA Primary Health Alliance as she dived into how to create and sustain an engaged and caring workforce. In this article she explores: Both of these standards and concepts are about achieving high performing care, but since the Alliance was set up to work with GP clinics, “we were very curious at the beginning about what defined a high performing general practice.” Of the 10 building blocks as part of the model, “the first four are foundational to support …

Neboneid Hamoo General
22 Oct 2021
Flag of Australia
INDUSTRY TRENDS
Improving customer satisfaction across contact channels

Improving customer satisfaction across contact channels

In many ways, unlike much of the rest of the country, Western Australia has not suffered the effects of the pandemic in the same way. However, of all the government services that have been affected, it was largely the Department of Transport that was the most impacted. That might initially sound incongruous but being “a network of branches,” with a focus on transport infrastructure and logistics, the department has the “capability to scale up very quickly.” In fact, the WA Department of Transport has become the government’s go-to department “if there are any incidents.” As such, “overnight, our operations changed.” …

Paris Armstrong Digital Services and Customer Experience
19 Oct 2021
Flag of Australia

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