Wanted: a public sector leader to build and run Victoria's new data centre, the Victorian Centre for Data Insights.
The Mandarin is now moving into its third year of publishing, and we're immensely proud to have you invest your time with us. However, government isn'
Government agencies around Australia are standing up to support the campaign to end violence against women today for White Ribbon Day.
ALL THINGS P: The federal government wants to know which open data would be most useful to business, researc
If policymakers are involved in commissioning and support research, how will they know they're getting bang for buck? What’s the best way to measure
We recently moved our readers to a new system. You may need to reset your password here to login.
Not a member ? Join here for free.
Forgot your password?
Home Features ‘We’ve got people in call centres, almost none of the data is used’
Text size :
TAGS analytic software, call centres, customer service, Digital transformation, Digital Transformation Office, Helen Dickinson, Management, Technology/Internet
There are no quick wins when it comes to improving public services — technology solutions often fail when the organisational and cultural change is lacking. But the private sector has shown that when data is used well and non-CIO executives become champions, it creates a better customer experience and increased productivity.
While there are “pockets of excellence” within the public sector when it comes to using data to improve customer experience, there is a lot to be learned from the private sector in the way it has done the necessary organisational reform required to back up technology change, says IBM’s Murray Bruce.
“People look for the quick wins,” he told The Mandarin, “but some of the things you need to do, they’ll never be quick. When you walk into the room and switch on the light, you know it’s going to come on. You’re relying on it every time you use it. They’re the things users don’t see, but if you don’t get those utility capabilities right, you’re never going to realise an agile front end.”
A common problem is implementing a technological solution on its own as a fix to a complex service problem, resulting in a flashy new IT system built over poor processes and/or poor data, argues Bruce, who is Director, Public Sector Asia Pacific, Japan and China at IBM’s Analytics Group.
Receive unlimited access, get all the latest public sector news and features, plus The Juice, our daily news update sent direct to your inbox.
The Mandarin is where Australia's public sector leaders discuss their work and the issues faced within modern bureaucracy. Join today to discover the latest in public administration thinking and news from our dedicated reporters, current and former agency heads and senior executives.
David Donaldson is a journalist at The Mandarin based in Melbourne. He's previously written for The Guardian and Crikey and holds a masters in international relations.
Read Related Content