Minister for Government Services Bill Shorten speaks at The Australian Financial Review Government Services Summit. Martin Ollman
By Luli Adeyemo, CMO, Tendertrace
Recently, I had the privilege of attending the Australian Financial Review Government Services Summit, where I witnessed a convergence of ideas, policies, and innovative strategies aimed at optimising and connecting digital public services.
The Australian Financial Review Government Services Summit was a visionary event, showcasing the progressive mindset of government leaders and their commitment to revolutionising public services. It is evident that collaboration, customer-centricity, and the strategic integration of technology hold the key to a more efficient, unified, and trusted public service delivery system.
Here are 7 key take homes from my experience:
Collaborating for the Greater Good
Ursula Brennan, National Leader, Public Sector and Public Policy, Deloitte Australia emphasised the importance of collaboration between the private and public sectors for the greater good. This cooperation can enhance service delivery, as evidenced in Estonia, where interactions between the two spheres have proven successful.
Customer-Centric Approach
The Hon Bill Shorten, Minister for Government Services, Minister for the National Disability Insurance Scheme, highlighted the shift towards consumer-driven, customer-centric government services. The completion of the myGov audit and its funding security signifies a commitment to better serving citizens through critical national infrastructure. The premise of “tell us once” and adherence to GDPR-like regulations underline the government’s dedication to ensuring data privacy and citizen trust.
Learning from Failures: Robo-Debt
The Robo-Debt Royal Commission report demonstrated the significant human, financial, and reputational costs associated with technology failures. To avoid such pitfalls, it is crucial to prioritise citizen-centered design and invest in our public sector workforce’s capabilities.
Harnessing the Power of Artificial Intelligence
The discussion around Artificial Intelligence (AI) revolved around debunking fears and embracing its potential. The Hon Jihad Dib, Minister for Customer Service and Digital Government NSW encouraged the involvement of citizens in the journey to minimize fear and increase trust. He stressed the need to put people at the center and ensure a personalised, inclusive approach to digital transformation.
Building a Trusted Digital Identity Framework
The establishment of a trusted digital identity framework was a recurring theme. Such a framework, with verifiable credentials, would enhance cybersecurity, streamline service delivery, and instill greater confidence in the public sector.
Collaboration and Regulatory Innovation
The panel discussions underscored the necessity of collaboration between states and the federal government to achieve seamless service delivery. Regulatory innovation and regulatory sandboxes emerged as tools to bridge the gap between emerging technology and effective regulation, while also fostering a pro-consumer and pro-competition environment.
Preparing for the AI Revolution
The session on getting ahead of AI highlighted the need for understanding AI’s characteristics and seeking expertise. While AI may transform job roles, it will also improve overall productivity across the public sector.
