Is government keeping pace with the private sector in how it how it interacts — and transacts — with citizens?

The shift to a self-service model in government transactions — and the seamless digital service expectations of citizens — is forcing a wholesale redesign of processes across government at all levels. Investment and innovation in customer-centric solutions is required, alongside tough conversations on privacy protection and systems security.

Emmanuel Alfieris is the Commonwealth Bank’s executive director of government, health, education and social infrastructure. In this video conversation he discusses the challenges for agency leaders with The Mandarin publisher Tom Burton.