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Digital Services and Customer Experience

Improving customer satisfaction across contact channels

In many ways, unlike much of the rest of the country, Western Australia has not suffered the effects of the pandemic in the same way. However, of all the government services that have been affected, it was largely the Department of Transport that was the most impacted. That might initially sound incongruous but being “a network of branches,” with a focus on transport infrastructure and logistics, the department has the “capability to scale up very quickly.” In fact, the WA Department of Transport has become the government’s go-to department “if there are any incidents.” As such, “overnight, our operations changed.” …

Improving customer satisfaction across contact channels

Data, Analytics and AI

Understanding Big Data Capabilities in the Public Sector

Data analytics should be an easy sell having been on the radar of every CIO, CTO and CEO for years. By now the opportunities around Big Data are well documented, but with competing priorities, budget limitations, legacy systems, inconsistent data and growing concerns around security and privacy; many in the public sector have been slow to transform however, with a lack of understanding around big data capabilities leaving the public sector lagging. How then can data and technology leaders go about transforming culture, educating the wider organisation to the opportunities of big data, all while simultaneously securing c-suite support? Read …

Understanding Big Data Capabilities in the Public Sector

Australia

12 Oct 2021

Industry Trends

Public

Save Public Sector Network

Workforce, Skills and Capability

5 Minutes of Self Care at Your Desk

5 Minutes of Self Care at Your Desk

Investing in the right conversations for mental health

“We very much recognise that wellbeing is a personal responsibility, but as an organisation we also recognise that leaders have a role in creating an environment that enables healthy wellbeing.” Leonie Graham says that for them, ‘R U OK Day’ also sparked “a theme of keeping the conversation going. It wasn’t just a one-off training session or a Band-Aid solution.” It was about a continuous approach to supporting people in whatever way was necessary for them. As such, it was also very much “a two-way conversation.” “It is important to help your leaders understand that the value you’re going to …

Investing in the right conversations for mental health

General

Digital Healthcare Innovation: Trends Driving Digital Health Transformation in 2022 & Beyond

The COVID-19 pandemic is placing enormous strain on the global health care sector’s workforce, infrastructure, and supply chain, and exposing social inequities in health and care. COVID-19 is also accelerating change across the ecosystem and forcing public and private health systems to adapt and innovate in a short period. The Covid-19 pandemic has, and still is, placing enormous strain on the Australian healthcare sector. Everything from workforce to infrastructure, supply chains and access to care have had a spotlight shone on them in the last 20 months. While exerting strain and revealing how vulnerable the healthcare industry is, the pandemic …

Digital Healthcare Innovation: Trends Driving Digital Health Transformation in 2022 & Beyond

IT Modernization and Cloud

Government Innovator Spotlight Q&A: Karen S. Howard Internal Revenue Service Director of the Office of Online Services

What advice would you give to the younger generation of women pursuing a career in technology and more broadly within public service? What is one piece of advice you wish someone had shared with you when you were beginning your career?

Government Innovator Spotlight Q&A: Karen S. Howard Internal Revenue Service Director of the Office of Online Services

Data, Analytics and AI

Integrating and Stabilising Platforms to Leverage Future Data, Analytics & AI Capabilities

We want to support the innovation and co-creation of services and experiences for students by creating distinctive, equitable, accessible, culturally attuned and user-shaped experiences across the university. Director of Planning and Information, University of Auckland The second section, as stated earlier, is about using data for the benefit of students. This realisation crystallised during the height of COVID-19, when some students continued to engage with the campus, even whilst the majority of students and staff were at home. “We wanted to understand who was on campus, who wasn’t, and who needed extra support.” Prototypes for understanding student engagement “were rapidly …

Integrating and Stabilising Platforms to Leverage Future Data, Analytics & AI Capabilities

New Zealand

27 Sep 2021

Industry Trends

Public

Save Neboneid Hamoo

The process of developing a workforce plan

There are many ways to create a plan, or maybe more accurately, there are many elements that could be part of a plan. In case you missed it, last week we had an article on why workforce planning was so vital to a public organisation. “A gap analysis should then be conducted, which takes into account the current state and looks at where we actually want to be, or the desired state.” This is critical because it “shows what’s lacking.” And to overcome what’s lacking, “the next stage is consultation.” This is a more focused and narrow process than surveys …

The process of developing a workforce plan

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