Premium Columnists Without a holistic architecture of service delivery, citizens miss out on coordinated and suitable responses to their particular welfare needs Wednesday September 4, 2019 By Verona Burgess Australian Capital Territory Amid the ongoing search for the holy grail of “local” service-delivery design, one of the very few certainties is the APS is nowhere near ready to… Read more
Service NSW first government agency to win Great Place to Work award Thursday August 29, 2019 By Shannon Jenkins New South Wales Service NSW has been named one of the top ten places to work in the country for its dedication to the community. It is the… Read more
Premium Columnists The APS needs to radically and quickly overhaul what 'service delivery' means to them. That should start with genuinely listening to their front-line people Friday August 2, 2019 By Verona Burgess Features Much of the APS needs to lose the attitude that policy is the apex of public administration and service delivery is done by lesser mortals,… Read more
Public sector CIOs deliver the straight talk on digital transformation challenges Thursday November 16, 2017 By The Mandarin People & Capability Forget buzzwords and hype around digital transformation in government. What counts is the frank, fearless and lived experiences of those now making the journey. Read more
NSW Treasury banking overhaul shakes Big Four to core Friday November 3, 2017 By Julian Bajkowski Features Treasurer Dominic Perrottet is making major banks and credit card schemes compete against Fintechs and disruptors for state business. Read more
What does it take for government to get customer service right? Wednesday September 27, 2017 By The Mandarin People & Capability 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… Read more
Energy bill rebates disconnected from outcomes: NSW auditor Wednesday September 20, 2017 By Julian Bajkowski Energy & Environment 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… Read more
'Naive optimism' driving uptake of one stop shops Monday August 7, 2017 By David Donaldson Features "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,… Read more
Strategy to capability? What it actually takes for agencies to execute (but they don’t tell you) Thursday August 3, 2017 By Julian Bajkowski Engagement 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… Read more
NSW Treasury snatches state customer service czar Mike Pratt as its new secretary Tuesday July 11, 2017 By Julian Bajkowski Career Matters 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… Read more
Real time government? NSW reveals new digital strategy Tuesday May 23, 2017 By Julian Bajkowski News When digital by default becomes the new normal for the public sector there’s only one thing left to do. Speed things up. Read more
What we call 'innovation' must become the norm: David Hazlehurst Tuesday May 2, 2017 By Stephen Easton Features 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… Read more
Where next for digital transformation in government? Wednesday December 7, 2016 By Alun Probert Features 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… Read more
Digital government report card: which states are leading? Wednesday July 20, 2016 By The Mandarin Features 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… Read more
Smart systems, smart policy solutions: the cognitive approach Wednesday July 20, 2016 By Tom Burton Communications & Technology 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… Read more
