What does it take to build a truly digital public sector? Paul James, Chief Executive of the Department of Internal Affairs, New Zealand, offered a compelling answer in his keynote at Government Innovation Week Aotearoa 2025.
Paul challenged the notion of digital as an “add-on” and urged leaders to treat digital as everyone’s responsibility. From designing services to shaping policy, every public servant and leader must adopt a digital mindset — thinking about how technology can improve trust, inclusion, and the citizen experience at every level.
He highlighted that New Zealand faces a complex landscape of public challenges, resource constraints, and evolving citizen expectations. In response, agencies are increasingly choosing to engage digitally and harness AI, ensuring innovation aligns with national priorities such as economic growth, improved service delivery, and the ethical use of technology.
Drawing on global best practices, Paul demonstrated how New Zealand can deliver seamless, citizen-centred services while embedding digital identity, secure interactions, and sustainable investment as foundations for a resilient and future-ready public sector. His message was clear: embracing digital isn’t just a technical challenge — it’s a leadership imperative that will define the public service of tomorrow.
Key Takeaways:
Modernising Government Services: Create frictionless, citizen-first experiences by learning from global leaders.
Strengthening Digital Identity: Ensure secure, inclusive, and trusted interactions.
Sustainable Investment: Build long-term impact through continued digital transformation.
Embedding Local Values: Align innovation with Aotearoa’s principles of trust, inclusion, and community.
Digital is Everyone’s Responsibility: Leaders and staff alike must embed a digital lens into every decision.
Looking ahead? Discover what’s coming at Government Innovation Week New Zealand 2026— the agenda for 12 May 2026 is now live.
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