Key Takeaways: NSW's Digital Future: Inclusive, Sustainable, Trusted

Introduction

Digital NSW 2024 showcased the state’s unparalleled leadership in driving digital transformation and inclusivity across government services. With an emphasis on accessibility, trust, collaboration, and innovation, this flagship event brought together thought leaders, industry experts, and public sector executives to share insights and strategies for navigating the evolving digital landscape.

From the Minister’s vision for a people-first digital strategy to practical solutions addressing the digital divide, the event provided a platform for actionable discussions and forward-thinking initiatives. Keynote speakers highlighted the opportunities and challenges posed by emerging technologies like artificial intelligence, the imperative of closing the digital adoption gap, and the critical need for trust and security in a world increasingly influenced by misinformation.

This page summarises the key takeaways from the event, focusing on the strategic priorities, innovative practices, and future-forward solutions that are shaping the digital transformation journey in New South Wales and beyond. Designed to inspire collaboration and action, these insights reflect the collective commitment to delivering more accessible, reliable, and impactful government services for all citizens.

Setting the Digital Vision for NSW

The Hon. Jihad Dib MP, Minister for Customer Service and Digital Government

1. Key Missions of the NSW Digital Strategy

• Inclusivity and Accessibility: Ensuring digital tools and services are accessible to all, including those with disabilities and diverse language needs. Initiatives like the digital wallet and improved digital ID aim to support equitable participation.
• Improving Productivity: Harnessing AI and agile digital investments to streamline government services, reduce administrative burdens, and boost economic outcomes for NSW.
• Trust and Transparency: Building trust through ethical AI use, robust cybersecurity, and transparent reporting on digital initiatives. Citizens are assured that their data is secure and systems are resilient.
• Safety and Resilience: Strengthening NSW’s emergency response systems with digital tools to support isolated communities and ensure communication remains active during crises.
• Workforce Digital Capability: Addressing the shortage of digital skills through partnerships with TAFE, schools, and industry, creating tailored pathways to upskill the workforce for emerging technologies.

2. Embracing Innovation and Collaboration

• Minister Dib emphasised a collaborative approach, calling on agencies, academia, and industry to co-develop solutions tailored to specific challenges.
• The introduction of "Test and Buy" Innovation Guidelines fosters partnerships by allowing tailored, incremental solutions to be tested and refined before full-scale adoption.

3. AI as a Strategic Enabler

• NSW leads the nation in AI governance, with the first AI framework now adapted to include generative AI. AI is being deployed to reduce administrative workloads, enhance planning processes, and support critical services like healthcare and environmental monitoring.

"It’s not about replacing humans; it’s about complementing their expertise."

Creating a virtuous circle of digital adoption, inclusion and trust

John Mackenney, Director Digital Strategy Group, Adobe

1. The Case for Inclusion and Accessibility

• Closing the Digital Interaction Gap: Currently, 79% of government interactions occur digitally, but with targeted investment, this figure could align with the 90% preference rate. Bridging this gap could unlock $12 billion in cost savings and free up 70 million assisted interactions for those with complex needs.
• Productivity Gains for Citizens and Government: Optimising digital services could save 800 million hours annually, equivalent to $19 billion in economic productivity.

2. Four Pillars of Effective Government Services

• Efficiency: Streamline citizen interactions through a single front door, multilingual content, and clear, accessible language.
• Reliability: Ensure fast, performant, and always-available platforms that meet user expectations.
• Security: Combat misinformation and cyber threats with resilient systems and trust markers for government content.
• Personalisation: Tailor services to individual needs, such as geo-targeted emergency information or simplified access for diverse communities.

3. Combatting Misinformation in a Changing Digital Landscape

• The rise of deep fakes and misinformation requires proactive measures like Adobe’s Content Authenticity Initiative, which marks trusted content with provenance metadata to ensure authenticity.

4. New Metrics for Digital Success

• Adobe’s Digital Government Index reveals plateauing progress nationwide but highlights NSW as a global leader in customer experience, accessibility, and site performance.
• Opportunities include improved findability of government content, consistency in design, and integration of digital identity to enhance user trust and engagement.

5. Harnessing AI as a Bridge

• AI has the potential to close the digital divide, enabling inclusive services while enhancing trust through ethical design and citizen-centric approaches. However, proactive investment in accessible channels is critical to avoid widening disparities.

NSW Secretaries' Panel

Graeme Head, Secretary, Department of Customer Service
Kiersten Fishburn, Secretary, Department of Planning, Housing and Infrastructure
Murat Dizdar, Secretary, NSW Department of Education
Susan Pearce AM, Secretary, NSW Health

1. Strategic Goals and Challenges Across Departments

• Education: Focusing on equity, excellence, and elevating the teaching profession, with an emphasis on addressing digital access disparities.
• Health: Prioritising prevention, patient experience, and sustainability, including a unified digital patient record.
• Planning: Tackling the housing crisis and transitioning to renewable energy, supported by AI-powered land management tools.

2. Digital Enablement as a Critical Priority

• Departments are leveraging technology to improve access and streamline processes, including virtual healthcare links and a fully digitised planning portal.
• Key challenges include upgrading legacy systems, ensuring equitable digital access, and improving cybersecurity resilience.

3. Focus on Innovation and Adaptability

• Emphasis on using AI thoughtfully to enhance outcomes without replacing human expertise.
• Collaboration across departments ensures digital initiatives align with strategic goals and community needs.

What AI Was Meant to Be: Empowering Public Service with Data, Insights, and Actions

Maeva Zamora, Fed Government Solution Engineer, Salesforce
Troy Sellers, Principal Enterprise Architect, Salesforce

1. AI as a Service for Public Sector

• Salesforce’s Agent Force platform simplifies AI adoption with scalable, ethical, and accessible solutions, removing the need for agencies to develop complex in-house systems.

2. Enhanced Citizen Engagement and Accessibility

• AI-powered tools enable personalised, multilingual citizen interactions, making government services more inclusive and accessible.

3. Trust and Ethics at the Forefront

• Trusted AI principles, audit logs, and the "Einstein Trust Layer" ensure data security and prevent misuse, fostering ethical innovation in public service.

Digital, the Road Ahead

Greg Italiano, Government Chief Information Officer, Department of Premier and Cabinet, WA
Greg Wells, CEO, Service NSW
Chris Gondek, Solutions Engineering Manager, NetApp

1. Key Challenges for Digital Transformation

• Interoperability: Developing platforms and digital credentials that work across jurisdictions to provide consistent citizen experiences.
• Legacy Systems: Outdated systems hinder adaptability, requiring strategic investments and a shift to consumption-based models like cloud services.
• Cyber Resilience: A holistic approach addressing people, processes, and tools is critical to managing risks and safeguarding data.

2. Future-Proofing Digital Investments

• Modular, scalable solutions enable quick reconfiguration for changing needs.
• Intelligent data infrastructure supports efficiency and environmental sustainability.

3. Opportunities for Innovation and Collaboration

• Building trust with stakeholders to secure investment in digital initiatives.
• Verifiable credentials and standards for digital identity enhance security and streamline processes.

Technology as a Strategic Enabler: Enhancing Critical Services

Sussan Lam, Director, Architecture Advisory, Public Sector and Defence, SAP
Paul Marriott, President, SAP
John Hardwick, Executive Director, Asset Management Branch, Transport for NSW
Mario Zullo, Director - IT Corporate Portfolio, Fire and Rescue NSW

1. Driving Value and Outcomes

• Technology improves service delivery, as seen with SAP solutions for emergency services and integrated systems for transport asset management.
• Data integration enables informed, real-time decision-making across diverse service areas.

2. Future Potential with AI and Integration

• AI enhances productivity and predicts outcomes, with examples in emergency resource management and transport asset optimisation.
• Integration platforms break down siloes and streamline operations across agencies.

3. Focus on Productivity, Sustainability, and Resilience

• Agencies align digital initiatives with productivity gains, sustainability goals, and resilience in critical services.

How Can We Better Support the Digital Upskilling of Our Communities?

Suzie Matthews, Executive Director, Skills & Pathways, Department of Education
Kerryn Meredith-Sotiris, Executive Director, Education and Skills, TAFE NSW

1. Collaborative Efforts to Bridge the Digital Skills Gap

• Initiatives like the Digital Skills and Workforce Compact address the projected shortfall of 85,000 digital workers by 2030.
• Partnerships with industry leaders enable hands-on exposure to digital careers, particularly for regional and Aboriginal communities.

2. Targeted Programs for Diverse Groups

• Programs like TAFE's foundation skills for mature learners and IT traineeships ensure inclusivity.
• "I Entrepreneur" embeds critical thinking and teamwork skills in school curricula.

3. Adapting to Technological Change

• Flexible micro-credentials and tailored learning pathways keep training relevant for emerging technologies like AI and cybersecurity.

NSW's Key Priorities for the Next 12 Months

Laura Christie, Deputy Secretary, Digital NSW, Department of Customer Service

1. Trust as a Cornerstone of Digital Government

• 73% of citizens trust NSW government services—a benchmark to build upon by ensuring accessibility, simplicity, and ethical data use.

2. Focus Areas for the Future of Digital NSW

• Inclusion: Ensuring accessibility for all citizens, including those with disabilities or low digital literacy.
• Sustainability: Reducing legacy debt through shared infrastructure and reusable platforms.
• Trust: Embedding governance and accountability frameworks across digital investments.

3. Harnessing Emerging Technologies and Cybersecurity

• NSW leads in AI governance with its updated AI assessment framework addressing generative AI risks.
• Over 190,000 staff trained in cybersecurity to safeguard sensitive data like health and justice records.

Concluding Call-to-Action

These sessions underscored the importance of cross-department collaboration, ethical technology adoption, and citizen-centred digital initiatives. Public sector leaders must remain adaptable, curious, and aligned in their efforts to leverage emerging technologies for a more inclusive, sustainable, and resilient future.