CeBIT Australia Blog

Transforming public service delivery in the nation’s capital

In the nation’s capital, public service delivery is being transformed to make it more convenient for citizens to connect and do business with the ACT government.

A raft of new service initiatives is being introduced after the government identified the need to keep up with the changing demands of its digitally savvy customers who expect public services to be more user-focused.

The government is now adopting a more holistic approach to the way it manages the integration of its services across the board.   David Colussi, Director of Service ACT for the ACT Government is responsible for leading that change.

At GovInnovate, David will share some of the service design and delivery challenges inherent in large organisations; such as policy/implementation gaps, business process complexity, and ICT interoperability.  He will also share the ACT’s approach to addressing these through deliberate service design and a shift away from departmental outputs toward joined up community outcomes.  The heart of this session will explore how the ACT has realised its strategic thinking in this space into a dedicated designed service approach identifying :

  • A principles based framework for service design to bridge policy/implementation gaps
  • Development of a holistic service map of the ‘total service offer’ of the ACT Government to enable the joining up of services
  • An adaptive and agile approach to implementation that is fit for purpose for departments

David will also share some of the success stories along the way.

David Colussi, Director of Service ACT for the ACT Government will provide deeper insights into ‘Public sector service design and joined up government’ at GovInnovate 2014 from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

Parliament House

Beyond Tax Time: managing change, transformation and service design within the ATO.

Lodging your tax return this financial year may seem like a pretty straight forward exercise. However behind-the-scenes, managing the tax administration system that services over 20 million tax payers annually is a far more complicated job.

With extensive experience in transformational change, Craig Fox, Assistant Commissioner of Organisational Change for the Australian Taxation Office (ATO) is responsible for managing multiple outsourced infrastructure providers including: Optus (telecommunications), Lockheed Martin (IT helpdesk and desktops), Hewlett Packard (main frame and data centre) and twenty five subsidiary companies that keep the Taxation Office running efficiently.

According to Craig Fox, the decision to outsource these services was motivated by three key drivers including:

1) Cost Optimisation – stronger return on investment (ROI);
2) Value proposition – becoming a leader in the field of innovation and expertise; and
3) Minimising the risk associated with managing large scale tax affairs.

Whilst this structure provides substantial operational benefits for the ATO, one of the major challenges of this model is managing how the various providers work alongside one another and with the Taxation Office to deliver optimum results for the Australian public.

To achieve this symbiosis, Craig has worked to create a culture where commercial imperatives and competitive tensions work to the ATO’s advantage and internal staff and external contractors are encouraged to develop strong working relationships and assessed through active performance management.

As a result, the ATO is able to focus its efforts on developing future services to meet the expectations of its clients such as creating more digital, social and mobile platforms to improve the way tax returns are lodged and processed.

Craig Fox, Assistant Commissioner of Organisational Change for the Australian Taxation Office will provide deeper insights into ‘Change Management, Transformation and Service Design’ at GovInnovate 2014 from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate or follow @Gov2Aus on Twitter. 

Australian Taxation Office

What is the Future of Government and Technology?

The Australian public service is facing a new frontier. Rapid advancements in technology is creating radical reform by forcing service delivery to become ‘digital by default’. However, with this shift comes new opportunities to transform citizen services and to streamline internal operations.

Bruce Thompson, Assistant Commissioner of Corporate Analytics at the Australian Taxation Office believes the future of technology in government lies in the accurate use of big data to improve current operating models. He says “the combination of data, new technology and sophisticated analytics offers a world of opportunity for positive transformation if we focus on the areas which provide the greatest value creation and translate that into real returns”. Bruce says “leveraging big data provides incredible opportunities to better inform policy settings, to improve services to citizens and to support more efficient service delivery. Integration of analytics into information streams allows us to automate decisions, to identify and respond to issues in real time and to predict needs and provide the right services at the right time to improve the client experience”. The ability to share information and integrate different information creates new insights, capabilities and opportunities. These can be as simple as understanding what is happening through the lens of location or through systems linking information that otherwise appeared to provide breakthrough insight.

In the future Bruce envisages the government’s substantial investment in technology will enable public servants to operate in real time, help tailor services so that citizens will be more empowered to self-serve and improve efficiency in the backend so the government can invest in customer facing roles.

Bruce Thompson, Assistant Commissioner of Corporate Analytics at the Australian Taxation Office will provide deeper insights into the future of technology in government from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

 Bruce Thompson, Assistant Commissioner of Corporate Analytics at the Australian Taxation Office


Bruce Thompson, Assistant Commissioner of Corporate Analytics at the Australian Taxation Office

CeMAT AUSTRALIA 2015: KEY TOPICS

CeMAT AUSTRALIA HAS ALL YOUR MATERIALS HANDLING, INTRALOGISTICS AND LOGISTICS SOLUTIONS IN ONE PLACE. 5-7 May 2015 Sydney Olympic Park.

cemat topics

Deutsche Messe announces CeMAT AUSTRALIA in Sydney (published in Warehousing and Logistics International, 2014)

Deutsche Messe AG is further expanding its international intralogistics portfolio with the launch of CeMAT AUSTRALIA, which will run parallel to CeBIT AUSTRALIA from 5 to 7 May 2015 at Sydney Olympic Park. “There are lots of synergies between these two fairs, because global intralogistics processes can only be controlled with the proper software. CeMAT AUSTRALIA and CeBIT AUSTRALIA complement each other perfectly and will benefit equally from the big interest in IT,” said Dr. Andreas Gruchow, member of the managing board at Deutsche Messe AG. CeBIT AUSTRALIA hosted 30,000 visitors in 2013.

Dr. Christoph Beumer, Chairman of the Beumer Group GmbH & Co. KG, welcomed the new CeMAT in Australia, stating, “Australia is an important market, above all for the transport of raw materials and the required bulk-cargo technology, but also for airport logistics, the mail order business and consumer goods transshipment. New ideas and technologies are therefore in demand. We have had a branch office there for years, and we are pleased with this further opportunity to meet customers. We see a growing market in Australia for our conveying, loading, pallet, packaging, sorting, and distribution technologies as well as our new bagging unit BEUMER fillpac.”
Companies exhibiting at CeMAT Australia will present the complete logistics value chain. According to Germany Trade & Invest, the business success of Australia’s logistics sector is closely tied to the economic condition of the mining industry, where coal transports are especially important. However, it is crucial that Australia expand its infrastructure in order to keep pace with the desired economic growth. Consequently, CeMAT AUSTRALIA’s supporting program will feature discussions about the quality of roadways, airports, harbors, and railways.
Australia already plays an important role for German providers of intralogistics products. According to the German Engineering Federation (VDMA), they exported to Australia goods valued at EUR 290 million between October 2012 and September 2013.
About CeMAT
CeMAT will run 19–23 May 2014 in Hannover, Germany. The world’s leading trade fair for intralogistics takes place every two years at the Hannover Exhibition Center. Due to CeMAT’s importance to the global intralogistics branch, five additional CeMAT events are now staged in the big growth markets: CeMAT RUSSIA (23–26 September 2014 in Moscow), CeMAT ASIA (27–30 October 2014 in Shanghai), CeMAT INDIA (10–13 December 2014 in Delhi), CeMAT AUSTRALIA (5–7 May 2015 in Sydney) and CeMAT SOUTH AMERICA (30 June–3 July 2015 in São Paulo, Brazil). Furthermore, Deutsche Messe organizes MATERIALS HANDLING EURASIA (19–22 March 2015 in Istanbul) and INTRALOGISTICA ITALIA (19–23 May 2015 in Milan).
warehousing conveyor belt pallets conveyor 3

Successful, ICT enabled, collaborative projects – a social sciences approach

You know you’ve got a problem when the U.S President Barack Obama is forced to publicly defend the implementation and roll out of the ‘Obama Care’ healthcare.gov website after it experienced serious glitches in 2013.

On home soil, we witnessed a similar problem in 2010 when thousands of Queensland Health employees were under-paid or over-paid following the implementation of a new payroll system that’s thought to be costing taxpayers over 1 billion dollars.

Whilst technology plays a critical role in these scenarios, it’s not all to blame. Social sciences can tell us a lot about the interaction between human beings and technology which might flag early warning signs of some of the problems that arise in implementing new services.

It’s a field of socio-technology research that looks at how technology helps to form a sense of identity and how that identity can impact the culture of a workforce. We are becoming more and more “entangled” with technology. Look no further than the ubiquitous smart-phone to see how, in a highly connected digital world we’ve come to accept mobile phones as an extension of ourselves. We have a relationship with our phones which are ever present in our lives. Similarly, if a new computer system is rolled out at work we are expected to develop a relationship with that system in order to do our jobs. However, the presence of technology in our organisational structures can be viewed from different perspectives. It can polarise employees who approach ICT projects from either a business or IT or bureaucratic point-of-view as well as employees who aren’t technologically inclined. These varying perspectives might make or break the successful implementation of a system.

Starting from our social relationship with technology is a relatively new approach to government ICT implementation that Mick Chisnall, Executive Director of the Government Information Office with the ACT Government, is researching at the Institute for Government and Policy Analysis (IGPA), University of Canberra. His doctoral research, in part, looks at what the social sciences tell us about implementing technology services, and how this might lessen the chances of problems and increase the chances of success while highlighting the importance of governments’ willingness  to tackle the social as well as technology problems.

Mick Chisnall, Executive Director, Government Information Office, ACT Government will present ‘’Successful, ICT enabled, collaborative projects – a social sciences approach’ at GovInnovate 2014 from 25-27 November, National Convention Centre, Canberra. For more information or to register: http://www.cebit.com.au/govinnovate

Mick Chisnall, Executive Director, Government Information Office, ACT Government Information Office

Mick Chisnall, Executive Director, Government Information Office, ACT Government Information Office

 

Australian Local Government 2.0 – Reinventing Public Service Delivery

Australian Local Government is about to experience a shake-up. Rapid advancements in technology has empowered a new breed of digital citizen who is driving a demand for local authorities to interact with us all across multiple channels in order to improve public service delivery through innovation.

In fact, tax-payer’s expectations are so great they’re now forcing Local Government to consider how to completely reinvent themselves as service providers – creating cheaper, better and more customer focussed solutions.

Whilst transforming the public sector through the use of digital design and process is still in it’s infancy in Australia, Dom Campbell, Founder of FutureGov (UK) says “the time is now for local authorities to recognise that change can, and must happen through elegantly designed technology in order to improve citizen engagement and provide better public services in the future”.

In his opinion “there’s no reason why Government services shouldn’t aim to be the envy of Silicon Valley” in their approach to designing innovative new service delivery methods.

It’s that sort of driving ambition, that’s seen Dom Campbell become a highly respected digital government specialist and social innovator whose proven that it’s possible for new media and social strategies to transform public service delivery within social welfare, child protection, childhood intervention, mental health and elderly care in the UK. A recent example is his social welfare service ‘Casserole’ a community food sharing network that’s designed to tackle social isolation and loneliness. Casserole uses an online interface to connect neighbours with spare portions of food to people in their community who need a good home cooked meal. It demonstrates how Local Government can use smart digital design to drive internal organisational change and create real human engagement at all levels of the community. The program has been so successful in London, Dom has now been engaged to replicate this service in Melbourne, to be launched later this year.

So what’s the key to the success of this program? According to Dom it lies in the co-design approach he used to create it. He believes “it’s not just about fixing the plumbing, it’s about working with policy-makers to understand the customer’s journey and being creative in demonstrating what change looks like and how that supports a business and policy case with cheaper, better and more customer-focused outcomes”. In designing the program, Dom created a team of no more than six to eight change specialists who were tasked with delivering the program within six months. The shorter turn-around time was specifically set by Dom because he feels “governments can no longer afford to be about big budgets and long implementation”, they simply can’t afford to delay the changes that need to occur in order to improve service delivery. Dom explains that “for the longest time, digital has been in the corner but is now seen to be the ‘Trojan Horse’ for service transformation. The policy agenda in Australian is now shifting with growing recognition of the power of digital design and processes in re-designing government services for digital citizen engagement.

Dom Campbell’s three tips for improving public service delivery through innovation are:

  1. Think design first, digital second.
  2. Engage at a policy level, rather than simply a fun digital level.
  3. Work in small teams over short periods.

Dom-Campbell

Dom Campbell, Founder of FutureGov (UK) is one of the International Keynote speakers at GovInnovate 2014. He will provide deeper insights into transformative public service design and delivery from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

 

To view more articles:  http://www.cebit.com.au/category/cebit-news

 

A How To Guide: Transforming Australia’s Public Service Design and Delivery ‘101’.

There’s no question Australia’s public service needs to undergo a significant transformation if government wants to ensure they can meet the expectations of customers in the future.

However, an unprecedented rate of technological change is posing tough challenges for modern government. All three tiers are now expected to interact with customers across multiple channels whilst delivering the same quality service expected from the private sector, with significantly tighter budgetary constraints.

But according to Justin Barrie and Mel Edwards, Co-Principals of Design Managers Australia (DMA) transforming our public sector systems doesn’t have to be a seismic shift. With over 10 years’ experience providing strategic and operational design advice within the government setting, they’re experts in navigating the complexities of public service delivery and developing customer-centric service and technology solutions that focus on internal capabilities, quality service provision and business objectives.

Since 2003, DMA has worked with clients in the fields of taxation, policing, scientific research, water management, human services, health, sports, industry development and local government. They believe smaller steps in first understanding the service environment; then identifying who is being serviced and how they are moving through the system is far more effective in achieving long-term sustainable transformational change. According to DMA, working collaboratively with staff throughout this process is often the most revelatory phase because it paints a picture of how efficiently the system is working from the back-end to the front and provides an understanding of customer experience. With this knowledge, DMA is then able to adopt a co-design approach in setting high quality outcomes for service delivery and determining which elements require an overhaul.

DMA’s three takeaway lessons from their experience working to improve service delivery in the public sector over the past decade are:

1. It’s critical for public service to design services on what they NEED not necessarily what they want.

2. Good design of service delivery isn’t just what the customer sees –it includes everything right up to the back-end with the people who write the code.

3. The best services are invisible to the user – they occur naturally as people go about their ways.

Justin Barrie and Mel Edwards, Co-Principals of Design Managers Australia (DMA) will provide deeper insights into transformative public service design and delivery at GovInnovate 2014. 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

Justin Barrie, Founder and Co-Principal of Design Managers Australia (DMA)

Justin Barrie, Founder and Co-Principal of Design Managers Australia (DMA)

Mel Edwards, Co-Principal of Design Managers Australia (DMA)

Mel Edwards, Co-Principal of Design Managers Australia (DMA)

$1 million reasons why you should exhibit at CeBIT 2015

Mathspace

 

If exposure to over 30 thousand visitors within a dedicated StartUP showfloor isn’t enough to convince you of the benefits of exhibiting at CeBIT Australia, what about the opportunity to pitch your business directly to investors?

In 2014, CeBIT Australia helped launch the career of Pitchfest Winner Mohamad Jebara whose profile since winning the event has helped him to attract over $1 million dollars of investment in his company Mathspace and has paved the way for expanding his business into the United States.

Similarly, 2013 Pitchfest winner Ingogo raised over $1 million dollars directly from the event and 2012 winner Ollo mobile shares a similar success story.

If you want to secure investment in your business, exhibit at CeBIT Australia in 2015 and experience the rewards of coming face-to-face with investors, fellow entrepreneurs, policy makers, visitors and tech innovators by participating in CeBIT’s Pitchfest.

Don’t miss your chance to become Australia’s next StartUp success story.

For more information visit www.cebit.com.au

GovInnovate 2014: Enterprise Mobility Solution reaps rewards for The Treasury

Operating in today’s tight fiscal conditions, one of the greatest challenges for government is how to meet their public service commitment while essentially doing more for less.

That’s why as one of the country’s central policy agencies, The Treasury, is taking a progressive lead by adopting an enterprise mobility solution that’s transforming their public service delivery.

Now more than a quarter of their workforce have the ability to connect remotely to a virtualised desktop via their mobile device, providing them with 24/7 access to secure business information that’s housed in The Treasury’s private enterprise cloud.

According to Peter Alexander, Chief Information Officer for The Treasury “the decision to become a flexible and productive workplace and moving to a mobile service to support that is a no brainer. It’s about changing how people work. We’ve adopted the mantra: work is what you do, not where you are”.

By enabling a flexible workforce, The Treasury is creating opportunities for innovation, collaboration, business continuity and is exponentially boosting their productivity. They’ve become an exemplary model for the entire public sector in how to take a medium sized central agency and create an agile workforce capable of performing their service delivery role more efficiently and effectively in real-time.

Peter Alexander, Chief Information Officer for The Treasury will present at the GovInnovate 2014 forum, 25- 27 November, National Convention Centre, Canberra. For more information visit cebit.com.au/gov

CeMAT Australia to launch in 2015 (Hoist Magazine) published 29 May 2014

Deutsche Messe AG has revealed that it is once again expanding its international intralogistics portfolio by launching CeMAT Australia in May 2015.
The event will run parallel to CeBIT Australia from 5 to 7 May 2015 and will be held at the Sydney Olympic Park.

Dr. Andreas Gruchow, member of the managing board at Deutsche Messe AG said: “There are lots of synergies between these two fairs, because global intralogistics processes can only be controlled with the proper software.”CeMAT Australia and CeBIT Australia complement each other perfectly and will benefit equally from the big interest in IT.

Dr. Christoph Beumer, Chairman of the Beumer Group added: “Australia is an important market, above all for the transport of raw materials and the required bulk-cargo technology, but also for airport logistics, the mail order business and consumer goods transshipment. “New ideas and technologies are therefore in demand. We have had a branch office there for years, and we are pleased with this further opportunity to meet customers.

For more information on CeMAT Australia 5-7 May 2015, Sydney Olympic Park visit: http://cemat.com.au/

CeMat Australia announced for 2015 (Forklift action) published Thursday, 15 May 2014 ( #667 ) – Sydney, New South Wales, Australia

CeMAT, the world’s leading trade fair for intralogistics, will be launched in Sydney from 5-7 May 2015.

The event will run parallel to software show, CeBIT, which hosted 30,000 visitors in 2013.

Both international and local exhibitors are expected to take part, representing the complete logistics value chain.

Global intralogistics specialist Beumer Group has welcomed the move. Chairman Christoph Beumer says Australia is an important market, above all for the transport of raw materials and the required bulk-cargo technology, but also for airport logistics, the mail order business and consumer goods trans-shipment.

“New ideas and technologies are therefore in demand. We have had a branch office there for years, and we are pleased with this further opportunity to meet customers.”

On the local front, Rob Hammond, CEO of Clark Equipment, tells Forkliftaction.com News he is pleased about the upcoming launch of the show in Australia.

“Clark supports CeMAT shows around the world and looks forward to supporting CeMAT in Australia.”

He says the show will give the industry the opportunity to showcase innovation and new products. “It’s a great opportunity for the Australian logistics sector to stay up to date with international technology and trends, combined with what the Aussies can do.”

He believes the timing for this show may be right as Australian companies are looking for productivity and innovative ideas to gain a competitive edge.

He adds that Clark looks forward to showing its equipment at the show.

Steve Takacs, executive vice president and COO at Toyota Material Handling Australia (TMHA), says a CeMAT show in Australia is important to allow Australian-based companies to view what is on offer from local suppliers of materials handling equipment.

He says a sector of the company’s customers regularly attends CeMAT Germany, and having a local show would be very good for the wider operators of materials handling equipment. “However, many will still travel to CeMAT Germany as it’s the largest materials handling fair in the world.”

He adds that TMHA may support an Australian CeMAT and on a large scale.

CEO of Adaptalift Hyster, Andrew Satterley, tells Forkliftaction.com News that he would be keen to exhibit equipment at the first show in Australia. “These are big shows overseas and I’m interested to see if the main players embrace it here.”

Australia already plays an important role for German providers of intralogistics products. According to the German Engineering Federation (VDMA), they exported to Australia goods valued at EUR290 million between October 2012 and September 2013.

CeMAT, held this year from 19–23 May 2014, takes place every two years at the Hannover Exhibition Center in Germany. Five additional CeMAT events are now staged :in Russia (23–26 September 2014 in Moscow), Asia (27–30 October 2014 in Shanghai), India (10–13 December 2014 in Delhi), Australia (5–7 May 2015 in Sydney) and South America (30 June–3 July 2015 in São Paulo, Brazil).

For more information on CeMAT Australia 5-7 May 2015, Sydney Olympic Park visit: http://cemat.com.au/

Hall 13 Panoramic View

[MEDIA] Is an opt-out myGov the new Australia Card? | ITNews

Australian Information Commissioner John McMillan has warned the Government it should prepare to have the ‘Australia Card’ debate all over again if it plans to go ahead with a recommendation to make the myGov web portal opt-out rather than an elective process.

READ MORE

[MEDIA] Australian Government abandons CIO role | ITNews

The federal government will no longer have a chief information officer after opting not to replace the position following former CIO Glenn Archer’s recent departure.

READ MORE

[MEDIA] Billion-dollar ISIS replacement “like peeling an onion” | ITNews

Department of Human Services CIO Gary Sterrenberg has opted for an incremental approach to the mammoth task of replacing the agency’s 30 year-old ISIS payments platform.

READ MORE

[MEDIA] CeBIT 2014: 10 Top Tips for boosting Cloud innovation | ARN

CeBIT’s Cloud Conference panel – Cloud as an enabler of innovation – saw a variety of experts discussing the best way to innovate within Cloud implementations.

As part of the CeBIT 2014 Cloud Conference, Damian Cronan, CTO at Streamco, Andrew Wiles, CIO Vodafone, Matt Chamley, head of infrastructure at Woolworth’s and Alex Nemeth Di Bikal from AWS, all shared their thoughts on how to best innovate with Cloud implementations. Here are 10 of their best tips.

READ MORE

[MEDIA] Check the privacy of mobile apps: NSW privacy commissioner | TechWorld

Australians are been urged to check the privacy policy of smartphone apps before they download and discover their personal information is being “skimmed off” by third parties, urged New South Wales privacy commissioner Doctor Elizabeth Coombs.

READ MORE

[MEDIA] The perils of analysing unstructured data | CIO.com.au

With more organisations looking beyond structured data to get a bigger picture or solve more pieces to the puzzle, harnessing unstructured data is becoming a top focus area in driving business value. However, nothing good is easy.

READ MORE

[MEDIA] Christchurch law firm adopts VDI after earthquake | ComputerWorld

After catastrophic earthquakes in Christchurch toppled its New Zealand office, law firm Duncan Cotterill decided to implement desktop virtualization to provide stronger disaster resilience

READ MORE

[MEDIA] CeBIT 2014: Cloud means zero downtime acceptable: NAB | Business Insider Australia

Transitioning legacy systems to the Cloud is never easy, but the advantages outweigh the risks, says National Australia Bank’s GM of enterprise delivery, Thor Essman, who is overseeing the company’s infrastructure transition.

READ MORE