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