2016 government vacancies

2016 government vacancies

i think with all the riches australia does have, it does have a lot of the challenges of the rest of the world with the remote and rural as a classic thing, the sheer geographic coverage, the time zones, the islands, all of that creates enormous challenge for us in terms of providing a servicing model that doesn't create a digital divide, that allows all citizens to have equal access to the services and have the same type of expertise applied

regardless of where you are in the geography. i was thinking about the remote, regional, indigenous, the disadvantage... you know, it's all of that that we have to answer to to be able to connect. so the equity of access regardless of a person's location or their own abilities encompasses everything. and so that's why i think there is a particular role for government. what i'm seeing is a move towards more of an omnichannel environment.

government servicing by its nature will always be multichannel in its nature. but what we are seeing is the move or the push of the entry point to the source of origin which is really at the life event. they expect that interaction to be done there and they also expect it to be real time with a real-time response to the inquiry. it is government's role and responsibility to provide services to everybody

even though it may be cheaper to do it one way or better from an efficiency standpoint to do it another way. so i do think that we do have the responsibility regardless of how fast technology is going and disruptive as it is to make sure that we are omnichannel, that we do have the brick-and-mortar solutions, that we do provide the online solutions and we are preparing for what's coming with augmented reality and all of those newer technologies that we love to talk about.

everybody has the right to be served. so that means we need to think innovatively about that experience and in the context of the particular citizen. but i think there are three building blocks perhaps to government moving towards, again, a digital government or a different kind of service model. and i think the first is - and we touched on it - really is kind of a community delivery model. is it using omnichannels?

is it using social media, as an example, to do that? the second is the platform and the change that actually has to happen. government will never have enough time, money, people to do everything that it needs to do. so what it needs to figure out is what services do we provide, what services don't we provide and how do we allow others to build the value on top of the platform that we provide? and then last, really, is that business model

and, again, technology, open innovation, open entrepreneurship and there are just a myriad of tools now available to government that can be used to really understand a different business model for government away from kind of the traditional way of thinking. it's a really important discussion about moving away from this concept of government servicing to citizen-outcome services. it's not just about the geographical distances

that people are challenged with. it's about the access to technology itself.


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2016 government vacancies