Partner Content What does it take for government to get customer service right? by The Mandarin | 0 comments Measuring service outcomes, improving frontline delivery and mastering and designing truly digital and multi-channel customer strategies are now all firmly in the mix for agencies seeking to lift their game. Now, a new public sector summit puts these approaches to the test.
Energy bill rebates disconnected from outcomes: NSW auditor by Julian Bajkowski | 0 comments The efficacy of handing out energy bill subsidies to households in need is again under the spotlight. Many rebate schemes “do not have measurable objectives or outcome measures", according to a new report from the NSW Audit Office.
‘Naive optimism’ driving uptake of one stop shops by David Donaldson | 1 comment "Administrative fashion" is influencing the spread of the one stop shop model, argues an ANZSOG review paper. Although service integration can be a public good, they're no cheaper and create significant disruption.
Partner Content Strategy to capability? What it actually takes for agencies to execute (but they don’t tell you) by Julian Bajkowski | 0 comments There’s a deluge of motherhood statements and relatively hollow mantras for getting agencies and services in government to ‘transform’. What really counts is having a purpose, a plan and a platform to deliver new capability.
NSW Treasury snatches state customer service czar Mike Pratt as its new secretary by Julian Bajkowski | 0 comments The Treasury head role with the Western world's most envied surplus will go to the state's Customer Service Commissioner, continuing the trend of taxing bank executive ranks for key public sector jobs.
Real time government? NSW reveals new digital strategy by Julian Bajkowski | 0 comments When digital by default becomes the new normal for the public sector there’s only one thing left to do. Speed things up.
What we call ‘innovation’ must become the norm: David Hazlehurst by Stephen Easton | 0 comments APS leaders have been pushing innovation for the past decade, as the term has become more clearly defined through a specific set of skills and methodologies. David Hazlehurst argues these must become second nature to public servants, before the enthusiasm wanes.
Where next for digital transformation in government? by Alun Probert | 2 comments Paul Shetler gave Canberra a kick-start to embrace not just digital but the 'customer-first' approach. After Shetler, the DTA will move from outside disrupter to inside supporter, but with vision could still be powerfully transformative.
Partner Content Digital government report card: which states are leading? by Intermedium | 0 comments NSW has led the way in a customer-led digital revolution inside government agencies. But other states are now snapping at their heels, competing and learning from each other.
Smart systems, smart policy solutions: the cognitive approach by Tom Burton | 0 comments FEATURE: From false fire alarms to litter to life-and-death health diagnosis, data analytics combined with cognitive systems are delivering better policy outcomes. But leadership inside government is the key.
Digital identity: see what citizens do, not what they say by David Donaldson | 0 comments Asking citizens about privacy is not a reliable indicator of how they act, argues the DTO's head of identity, ahead of the launch of a new federated identity system. And why making people a number is a bad idea.
Tom Burton: why we need a robust digital trust system now by Tom Burton | 0 comments ANALYSIS: Having an agreed digital identity system government and business can use is critical if Australians are to enjoy the benefits of intelligent digital services. The Mandarin canvasses the options.
Tom Burton: Service NSW v auditor war misses the digital point by Tom Burton | 0 comments OPINION: The dispute between the NSW Audit Office and Service NSW risks missing the much bigger benefits that come from large-scale digitalisation. Accountability is important, but so is innovation.
Service NSW stands by benefits for customers, disputes Audit Office by Mike Pratt & Rachna Gandhi | 0 comments The benefits of Service NSW are coming, the state's customer service commissioner insists. Responding to an audit critical of overblown and unprovable benefit claims, he says the process is still in the early stages.
Audit takes the shine off Service NSW project by Stephen Easton | 0 comments Overly optimistic business cases for NSW's new one-stop shop haven't produced the promised benefits ... yet. While the concept is valid, it appears nobody knows whose role it is to monitor overall savings.
