How Technology Empowers Diversity, Inclusion, and Talent in Digital NSW

Developing Digital Skills and Leadership in the Public Sector Workforce

Laura Christie, Deputy Secretary, Digital NSW, Department of Customer Service
Narelle Underwood, Surveyor-General & Executive Director, Spatial Services, Department of Customer Service

1. Core and Evolving Digital Competencies are Essential
The New South Wales public sector requires a broad spectrum of digital skills ranging from foundational competencies in digital literacy to advanced technical expertise in areas such as service design, AI, cybersecurity, and cloud technologies. Continuous upskilling is critical to meet both citizen expectations and the dynamic technological landscape.

2. Diverse Approaches to Skills Development
Public sector agencies are fostering digital capabilities through tailored learning plans, micro-credentials, and collaborations with educational institutions. Programs like the Institute of Applied Technology offer flexible pathways to quickly address skills gaps while encouraging employees to combine on-the-job learning with formal education.

3. Leadership and Diversity as Catalysts for Progress
Leadership plays a pivotal role in championing digital transformation, with initiatives focused on enhancing executives’ understanding of technology's impact. Attracting a diverse and inclusive workforce ensures digital solutions reflect and meet the needs of all citizens, avoiding the "digital equivalent" of exclusionary design.

1. Establishing Strong Foundations
A clear vision, robust cybersecurity measures, and compliance frameworks are critical for supporting digital innovation. Premier's department used an Azure-based identity and hosting platform, "Sectorlink," to create secure access and scalability across agencies, enabling innovative tools like their AI chatbot, NaVi.

2. Partnerships and Experimentation
Collaboration with technology partners, such as Microsoft, and engaging specialised vendors helped accelerate the development of AI tools. Experimenting with various solution accelerators early in the process allowed the team to identify the most effective approaches while addressing gaps in their internal capabilities.

3. Scaling Innovation Across Agencies
By designing AI tools like NaVi to be reusable and scalable, the department encouraged cross-agency collaboration. Agencies can adapt the tool for their needs, fostering sector-wide innovation. Building a supportive culture and establishing platforms to share these innovations remain essential for further adoption.

Creating More Productive Users and Attracting Talent through Offering Choice between Mac and PC

Cooper Wearne, NSW Government Manager, Compnow

1. Productivity and Workforce Engagement
Offering employees the choice between Mac and PC enhances productivity and engagement, as 70% of employees prefer Macs when given the option. This choice can also attract and retain talent, particularly among a generation accustomed to using Apple devices in education and personal life.

2. Total Cost of Ownership (TCO) Advantage
Despite higher upfront costs, Macs demonstrate a lower TCO due to reduced IT support needs, enhanced security, higher residual value, and better energy efficiency. Studies, such as the Forrester Total Economic Impact Report, show Macs require fewer support tickets compared to PCs and retain 25-30% of their initial value after three years.

3. Seamless Integration and Lifecycle Management
Implementing a Mac platform requires strategic planning to ensure compatibility with existing Microsoft-centric environments. Using tools like Jamf and Apple Business Manager, devices can be integrated, managed, and deployed efficiently. With the right professional services and funding options from Apple, agencies can optimise operational workflows and create a modern, scalable IT ecosystem.

Ensuring that Our Technology Supports Our Diverse Workforce

Professor Asif Gill, Head of Discipline Software Engineering, UTS
Bianca Jordaan, Chief Digital and Information Officer, Department of Planning, Housing and Infrastructure
Rachel Maiden, Director, Accessibility NSW, Department of Customer Service
James Harkin, Senior Director, APAC, Lucid

1. Inclusive Design from the Start
Ensuring inclusivity requires embedding accessibility and adaptability into technology solutions from the outset. Human-centred design must go beyond user interfaces to encompass all aspects of the technology stack, ensuring that diverse needs—such as accessibility for disabilities and language barriers—are considered holistically.

2. Empowering Through Awareness and Training
Digital literacy and education are essential for equipping a diverse workforce to embrace evolving technologies like AI. Tailored training, continuous upskilling, and opportunities for hands-on experimentation help mitigate fear and foster confidence in using new tools.

3. Harnessing AI for Accessibility
AI offers transformative potential in making technology more inclusive, from enabling real-time translation and summarisation to supporting people with disabilities. However, ethical considerations and the mitigation of AI biases are critical to ensure these benefits are equitably distributed across a diverse user base.