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Home Portfolio Community & Social Penny Webb-Smart: whole-of-government approach to service
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TAGS NSW government, service delivery, public services, Service design, citizen-centric services, Penny Webb-Smart
Service delivery is about people: the customer, and the community of workers government increasingly needs to deliver 21st century transactions. A senior executive in NSW talks service innovation.
What if public services were available and delivered where and when you needed them? What if some long-standing and complex public policy problems could be reduced or even solved? What if far fewer people “fell through the cracks” between health, education, welfare, and justice public services? What if public services could be customised to your individual needs?
While these questions are not necessarily new, what is new is that the digital economy provides new tools and methodologies that offer new answers to old questions. And to new and relevant questions like, “what if communities were able to design and deliver their own services?”.
The tools of the digital economy start with people, rather than technology, so services can be designed around user needs and underlying problems. The tools include:
Because the key to success is starting with citizens — understanding the real problem we are trying to solve and what else is happening in the citizen’s life around the service or problem — collaborating across agency boundaries is critical. Government agencies have long understood the answer to many issues crossing agency boundaries — think about a youth offender or a mentally ill elderly person in public housing to name just two of dozens of potential examples.
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Penny Webb-Smart is executive director of service reform at the NSW Department of Finance, Services and Innovation. She previously worked in the private sector as a consultant and in strategy at the Commonwealth Bank.
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