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General

Delivering the Future Sustainable Smart City 2020

Cities around the world are constantly evolving and growing, and to continue to do this, many are looking at becoming smart cities – cities that are sustainable, adaptable and able to grow and evolve with the increases in their populations, and as technologies develop.
Delivering the Future Sustainable Smart City 2020
Australia 23 Oct 2020
Whitepapers & Reports
Public
Save Neboneid Hamoo Author avatar
General

Improving the Operational Efficiency of Your Council in 2020

Local government is the closest level of government to the people and therefore also needs to be the most innovative to keep up with citizen demands. The pandemic has changed expectations and has changed the speed at which councils innovate and adapt.
Improving the Operational Efficiency of Your Council in 2020
Australia 22 Oct 2020
Whitepapers & Reports
Public
Save Neboneid Hamoo Author avatar
IT Modernization and Cloud

Innovation in the Queensland Public Service

Innovation is important in any industry, including in the public sector. This was true before the pandemic, but has been further enhanced since the onset of COVID-19. The pandemic has provided challenges but also opportunities, and ones that the public sector should be embracing. Using new approaches from policy design to service delivery, new technologies, better use of data, all to improve the performance and responsiveness of the public sector is critical if we are to bounce back from the recent challenges we have all faced. This paper explores three interweaving perspectives from three jurisdictions about innovation, particularly in the …
Innovation in the Queensland Public Service
Australia 22 Oct 2020
Whitepapers & Reports
Public
Save Neboneid Hamoo Author avatar
Digital Services and Customer Experience

Customer Centric Contact Centres

Contact centres are staffed by people and are designed to answer the queries of people calling them. It is important that the people who run them consistently remember that people – both staff and customers – need to be at the centre of the operation. Public sector contact centres have changed and improved over the years, but recent catalysts like an examination of outdated measures, the pandemic and other crises have exacerbated the need for change, and thus contact centres have begun to innovate, change and improve. This paper incorporates three examples from different jurisdictions and follows their journeys as …
Customer Centric Contact Centres
Australia 22 Oct 2020
Whitepapers & Reports
Public
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General

Public Sector Supply Chains of Tomorrow 2020

Some supply chains can be volatile and many have been affected by both technology and COVID-19. In the public sector, where public funds are used for procurement, supply chains ought to be ethical and transparent and there are global and national standards for this. The industry began to modernise and adapt before the start of the pandemic, but COVID-19 provided opportunities and challenges to further adapt. For example, the global procurement of personal protective equipment (PPE) required a re-think of procurement processes and procedures. This paper incorporates the procurement expertise and experiences of two NSW public sector agencies and one …
Public Sector Supply Chains of Tomorrow 2020
Australia 29 Sep 2020
Whitepapers & Reports
Public
Save Neboneid Hamoo Author avatar
IT Modernization and Cloud

DevOps in the Public Sector 2020

Organisations continue to transform and use technology in innovative ways – one such way is through the use of DevOps, a term that stems from automating and integrating processes between Development and IT Operations. But it is a term that has multiple meanings because it is used and interpreted by different organisations in different ways. DevOps is essentially about breaking down the traditional silos between development and operations teams, including through the use of technology to make things simpler and more efficient. But even with this approach, products still need to be secure, compliant and easily adaptable. This paper incorporates …
DevOps in the Public Sector 2020
Australia 29 Sep 2020
Whitepapers & Reports
Public
Save Neboneid Hamoo Author avatar
General

Using Technology to Meet Your Customer Needs in 2020

Local governments are constantly innovating or order to better connect with their communities. Whilst this was true before the pandemic, COVID-19 has made them innovate in ways they never have before, using technology. All the councils saw the pandemic as a challenge but also an opportunity to better connect to their communities, and to continue this connection once the pandemic is over.
Using Technology to Meet Your Customer Needs in 2020
Australia 29 Sep 2020
Whitepapers & Reports
Public
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Digital Services and Customer Experience

Multi Channel Citizen Engagement in 2020

Our modern world means that governments and government agencies need to engage with their stakeholders in new and innovative ways, and in multiple ways to create true engagement. Such an approach needs to have customers at its centre, needs to engage with the right audience for the right purpose and it needs to use technology in the best possible way to achieve its outcomes.
Multi Channel Citizen Engagement in 2020
Australia 29 Sep 2020
Whitepapers & Reports
Public
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