CeBIT Australia Blog

Making Sense of All the Data: Enterprise Search in Government

Information Management in today’s digital world is one of the greatest challenges for all levels of the Australian Government but can new indexing and relevance solutions be the key to unlocking government data and creating new opportunities for customer engagement?

Rapid technological change has created a complex chain of legacy systems within and across multiple government departments that have caused a fragmentation and proliferation of knowledge repositories. This makes it difficult for government employees to access the huge amount of information housed across disparate data sources and to analyse that information in a timely and meaningful way so that the end user can make informed decisions. The complexity of these systems often impedes public servants’ work flow, impacts public service delivery and increases government costs.

In addition, the government faces increasing pressures from digital citizens for more efficient, responsive, personalised technologies and “real-time” customer experiences that they have become accustomed to using when interacting with businesses. This includes providing a more seamless and personalized omni-channel experience, presenting relevant knowledge and experts to citizens via the right interface at the right time.

The challenge now lies in consolidating the mass of data within the government’s knowledge ecosystem and being able to drawn actionable insights by making sense of it within the relevant context.

Enter, Coveo. A revolutionary enterprise search solution that’s been described as “Google on steroids”. As Louis Têtu, Chairman and CEO of Coveo Solutions explains Coveo’s software has the ability to organise and deliver government information into actionable, on-demand knowledge for public servants and customers alike. Its interface is underpinned by a unified indexing engine that uses a broad set of data connectors to reach, consolidate and deliver all government information sources authorised for access, wherever they reside, with complete adherence to security constraints and business rules of the organisation. It acts like an ‘intranet of everything’ that collates information from databases, CRM’s, email, share points, cloud content and servers, making them instantly accessible from a single hub. This allows government organizations to embrace IT complexity while enabling knowledge workers to index and consolidate knowledge from these disparate data sources, enrich it with analytics and metadata and present within the context of the end user to drive actionable insight.

According to Louis, Coveo provides richer information access to government employees by allowing them to search information records across all internal and external repositories to which they are allowed access – even across ministries to gain quick insights into customers, projects and products in a context that is relevant to their personal queries or search terms. Louis explains that the contextual clues found in the data help to surmount information stove pipes and offers a 360 point of view without having to migrate legacy systems or interference with existing IT structures. For example, the Justice System has an abundance of information that is typically difficult to cypher through. However, with indexing technology electronic government records could be accessible to the authorised public, free on demand and catalogued according the context of their search. Coveo is changing the paradigm of knowledge management moving beyond quantifying information and taking it to the next step by being contextually relevant and delivering insight. Louis believes by engaging with the Coveo teams, including local Master Reseller Hyperinsight, governments have the opportunity to become more agile, efficient organisations, better able to serve the public through actionable insights, at a lower cost.

Indexing technology like Coveo helps to overcome the challenge the Australian Government faces in making sense of all its data and modernising public service delivery and customer engagement for the 21st century citizen.

International keynote Louis Têtu, Chairman & CEO, Coveo Solutions Inc will provide deeper insights into ‘Making Sense of All the Data: Enterprise Search in Government’ at GovInnovate from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

 Louis

 

 

The Digital Canberra Challenge: engaging citizens to provide better city solutions

The need to deliver faster, better, smarter and more efficient public services is pushing every level of the Australian government to look for new solutions to help create digital cities for the future.

Leading by example, the ACT Government is engaging some of the territory’s brightest minds to help develop innovative solutions to its public service delivery challenges through the Digital Canberra Challenge.

Managed by NICTA, the program asks ACT Government employees and the innovation community to identify opportunities to improve government services using digital means such as apps or websites.

Some recent challenges include delivering better access to hospital information by creating an online system to access information about hospital services, facilities and patients. Another example is creating a streamlined ID system using a smartcard-style chip to provide citizens with a single access point for all government services such as bus and library services including the ability to be expanded to other services at a national level.

Tony Henshaw, Chair of the Program Board for the Digital Canberra Challenge explains that this sort of collaborative model has benefits for both the government and community alike. According to Tony, the government is able to solve problems at a relatively low cost. In addition, innovators whose solutions are judged to be the best are financially rewarded and have the opportunity to develop their ideas into ‘proof-of-concept’ prototypes and, potentially, win new government clients if selected to implement their solution.

The Digital Canberra Challenge is not only successful in engaging government staff and citizens to transform public service delivery in the nation’s capital, it uses a model that is becoming popular internationally in countries like Denmark, Great Britain and other parts of Europe. A model that could potentially be emulated in other cities in Australia.

Tony Henshaw, Chair of the Program Board for Digital Canberra Challenge will provide deeper insights into ‘Developing a Digital Engagement Strategy for The ACT’ at GovInnovate from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

Tony Henshaw

Why taking a human-centred approach to public service transformation matters…

In the race to provide more efficient and effective business processes, one the most important factors that’s often overlooked when it comes to improving complex government systems is the human experience of its end users.

Nina Terrey is Design Director and Partner of ThinkPlace, a strategic design consultancy that’s committed to transforming government systems that deliver public value. She has extensive experience working with multiple government agencies and public sector organisations in Australia and New Zealand and is a strong advocate for employing a human-centred design approach when it comes to transforming traditional government work practices to more contemporary models.

ThinkPlaces’ approach starts with the end user. By developing an understanding of the customers’ current experience the ThinkPlace team is able to map the DNA of where technology intersects with people throughout the work process and identify where sensitive touch points or challenges arise. This involves conducting service-user consultation through one-on-one interviews and observing customers engaging in government process in their natural environment. For example, ThinkPlace recently worked with the Department of Health to identify where drop-offs occurred in a health e-service process. By adopting an ‘outside-in’ perspective the ThinkPlace team used a combination of diary entries, film and photography to monitor the actions of real customers. Through this method they were able to gain an understanding of the range of people trying to access the service and provide deep analysis of the sorts of challenges they were experiencing. The ThinkPlace team discovered that a significant barrier to accessing the e-service was created by having thirty screens throughout the transaction process. This made the exercise far more complicated than necessarily and deterred people from completing the process in full.

Once the problem was identified, a number of customers, Department of Health staff, technologists and project sponsors were invited to form a ‘Core Design Team’. Internal staff were briefed on some of the issues raised by customers and were able to help provide an internal perspective on front and back end government service operations, regulation and compliance. Technologists were able to help find solutions to these problems from a technical perspective and identify opportunities for innovation. Project sponsors were also instrumental in acting as the voice of intent to keep the project focused on the desired outcome. This co-design approach draws on the expert knowledge and insight of the people operating both within and outside the system and helps to identify better ways to improve work flow and business efficiency. It also has a positive psychological influence on all users by providing people with a sense of ownership, which is important in facilitating change within a work environment. As a result of the human-centred co-design approach used to reduce the number of screens within the Department of Health’s e-services process, the useability of the system was improved and completion of the transactional process has doubled.

Nina’s tips for employing a human-centred co-design approach include:

  1. Be very clear who is ultimately benefitting from the project so you can ensure that their needs and expectations are met.
  2. Encourage dialogues or workshops where the end users, internal staff, technologists and project sponsors work together to find solutions.
  3. Keep the intent of the project in focus and build some assurance of the positive changes with those affected by the transformational process.

Darren Menachemson, Principal of ThinkPlace will provide deeper insights into ‘Community Centred Design Thinking for Service Innovation’ at GovInnovate from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

DarrenThinkPlace

Civic Hacking, Open Data and the Future of Government Innovation

Global citizens are seeing the exciting new trend of ‘civic hacking’ emerge as governments at all levels are now realising the potential of releasing open source data into the hands of their citizens to help improve public service delivery.

It’s a win-win for public servants and the general public alike.

Ordinary citizens are now able to take raw government data from multiple departments and develop elegantly designed online interfaces to streamline business processes making them more efficient and user-friendly.

The government also benefits from tapping into innovative, entrepreneurial thinking and creative problem solving aimed at improving their front and back end service functionality. It’s an opportunity to draw on the collective intelligence of their customers and to help government agencies meet the increasing demand for digital engagement and real-time response.

With increased participation in events like GovHack Australia, Mark Headd, Technical Evangelist for Accela Inc. (U.S) believes there is an increasing recognition from the Australian Government of the important role civic hacking can play in transforming public service delivery. Mark says “governments realise they don’t have all the answers and don’t necessarily have the resources to sift through their collections of data. They are committed to providing the best public services for the community and understand that a collaborative approach with their customers is an effective way of meeting their needs”. According to Mark, the willingness of governments to provide access to open data sets is a sign of things to come. He predicts improvements in technology such as the establishment of ‘civic clouds’ will make it even easier to access data from across departments and agencies and make it possible for technologists to build tools on top of this useful information.” Governments will progressively do more to encourage public engagement as civilians continue to discover better ways of doing things.

Mark Headd, Technical Evangelist, Accela Inc. (US) will provide deeper insights into ‘Civic Hacking, Open Data and the Future of Government Innovation’ at GovInnovate from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

Mark Headd Photo 1

‘e-Diplomacy: a case to strengthen Australia’s social and digital engagement’

How would you rate the Australian Government’s use of social media to digitally engage with its citizens? How prominent are our online voices in this democratic society?

Following Edward Snowden’s revelations about the wayward intelligence gathering and surveillance of the United States National Security Agency (NSA), there’s been a level of cynicism about the governments’ use of social media and other digital platforms to conduct e-Diplomacy. There’s an element of distrust amongst some online advocates who claim the governments are using social channels to espouse party propaganda as opposed to creating a two-way dialogue with their constituents that’s creating a considerable missed opportunity for public engagement.

Whilst the Australian Government hasn’t fully yet embraced the power of social media for public consultation, this isn’t the case elsewhere. ABC Radio National’s Antony Funnell explains that prior to the global financial crisis social and digital public engagement was a high priority for the Obama Administration. U.S Senator Hilary Clinton was central to the establishment of the American ‘Office of e-Diplomacy’ which develops and manages a range of platforms that equips State Department employees with innovative tools for collaboration and connects citizens with information aimed at sharing knowledge and strengthening public policy.

The use of social and digital tools to solicit engagement from the American public has also been effective during natural disasters and emergency situations where citizens have had the ability to communicate directly with government officials to give them a better sense of where aid shipments and assistance is needed most. By listening to people on the ground the U.S government has been able to respond immediately in real-time and improve health and security outcomes for its citizens.

So with positive results in the United States, why is Australia slow to include social media as part of their community engagement strategy? According to Antony Funnell the Federal Government opts to use social media at a basic level because of the cost of human capital and the difficulty in calculating the return on investment of social and digital engagement. Public servants need to be able to measure tangible outcomes in order to be transparent and accountable and it’s hard to determine the value of collaboration and engagement.

However, the government can’t ignore the potential of social as an avenue for public engagement. Increasingly citizens expect to be able to provide feedback and have a dialogue with government agencies as part of the democratic process. It is essential that Australian Government reassess their current digital strategies to make them participatory for members of the public.

Antony Funnell, ABC Journalist for Radio National will provide deeper insights into ‘e-Diplomacy: Improving Digital Engagement of ‘non-state’ Players for International Policy’ at GovInnovate from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

Antony Funnell

 

 

GovInnovate 2014: ‘Improving Access to Everything: National Archives of Australia Perspective’

One hundred years since the beginning of World War I, it’s amazing to think that with the click of a mouse Australians are able to access the complete digitised service records of their ancestors.

The National Archives Australia serves an important role in today’s digital economy. They’re not only responsible for preserving our cultural heritage but for contributing to Australia’s intellectual property. By capturing the records of government as digital assets they are improving public access to information, strengthening transparency and enabling analysis and evidence- based decisions to make better decisions for the future.

In fact, Australia is setting the international standard when to digital information management. David Fricker, Director-General of the National Archives Australia has just been elected to the prestigious role of President of the International Council on Archives (ICA) after gaining critical acclaim for his work managing the transition of around two hundred government agencies to digital records management.

David’s work includes creating continuity across record keeping throughout the public service by establishing a policy program focused on short term action for long term gains. By encouraging public servants to create and catalogue information in a standardised way using metadata, the Archives is building a valuable archive of government information that will be discoverable and reusable well into the future. From a preservation and historical perspective, David also oversees the sensitive digitisation of analogue and antiquated digital records, ensuring that they too are catalogued in a standardised, searchable way preserving their content and context. In time the combination of digital record keeping and preservation will enable new discoveries to be made, exploiting official data to help Australia progress into the future. A vitally important function for Australia as the information economy continues to expand globally.

David Fricker, Director General of the National Archives Australia will provide deeper insights into ‘Improving Access to Everything: National Archives of Australia Perspective’ at GovInnovate 2014 from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate

David Fricker

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

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