New South Wales’ public sector faces a complex challenge: delivering various services while societal needs change, financial pressures increase, and inter-agency cooperation demands careful negotiation. Service NSW serves as the central hub for state government services and transactions, tackling this challenge directly. The organisation must manage costs while ensuring effective service delivery, from licence renewals to supporting programmes for the cost of living. Leaders must prioritise demand while maintaining operational efficiency.
Public Spectrum recently caught up with Andrew Spiegelman, Head of Data & Analytics at Service NSW, to discuss his efforts to improve the agency’s data-informed approach. He drives data science, analytics, machine learning, and artificial intelligence initiatives to boost operational efficiency and improve public service delivery. He provides decision-makers with timely, actionable information, enabling the agency to address customer needs effectively.
Spiegelman tackles issues that extend well beyond conventional data management practices. He discusses how the public sector evolves in response to artificial intelligence, balancing its advantages and potential challenges. He addresses how government employees work to dispel ongoing myths about their skills and emphasises the importance of forming the right alliances over mere technical expertise when leaders strive to achieve significant outcomes.
1. What inspired you to pursue a leadership role in the public sector?
I’ve always preferred delivering benefits directly to society—preferably at no cost to the person, where possible. I began as a fellow in the US Veterans Health Administration. While I later left the private sector, I picked a company that worked exclusively with American healthcare organisations (the Advisory Board Company), so they still had a service connection. I then joined ERPi, a consulting firm that allowed me to work with the US Veterans Benefits Administration; thus, I was in a private sector role that still served public interests. In 2020, my family and I moved to Sydney, where my first job was in FinTech, but two years later I returned to public service with Service NSW. Working directly for the people has always felt right to me.
2. What has been your most significant learning experience in your career?
I gradually evolved from “doing work as presented to me” to “doing work in a way most useful to the organisation.” That is, I learned that technical/technological prowess alone didn’t get projects “done” or productionised. I learned that I had to shepherd my work through relevant people and offices before it became valuable. And I learned that getting such projects “done” is what matters most to organisations and is what gives you the reputation to do bigger things and make bigger impacts.
3. What keeps you motivated during tough times?
Reflecting on the achievements of the American public service, such as the moon landing, and the Australian public service, such as Medicare, I am reminded that the government is empowered to make significant strides. Even though it’s often a lot of work, we deliver things to society that no one else can. As a small, personal example, I helped start several data teams within Service NSW Digital Services – and these teams have helped us deliver better service to more people; I remember that accomplishment when trouble arises – and I remember that I can get things done.
4. What is the biggest misconception about working in the public sector today?
Like Americans, Australians often think government workers are less smart, less hardworking, and less motivated than private sector people. I know from my experience working for the NSW public service and Service NSW in particular that this is completely wrong. My coworkers, and my larger network in the agency, are excellent; my private sector colleagues often had fancier pedigrees but were not necessarily more capable or competent.
5. What do you think is the hardest challenge facing the Australian public sector?
Like any government office, our goals evolve, just as the needs of society evolve over time. We need to remain nimble enough to meet the needs of our customers and prioritise our work accordingly. At any one time we could be delivering dozens of services, balancing our fiscal responsibilities with effective cost management and negotiating effective strategies through inter-agency collaboration. It’s important we can prioritise these demands effectively to deliver what the customer needs, when they need it.
6. What emerging public sector technology or trends do you believe will have the most significant impact in the future?
Just like in the private sector, adapting to the new AI reality is an almost significant technological trend. New technologies bring new benefits AND create new problems. We’ll do our best to exploit AI’s benefits and minimise its dangers.
7. What advice would you give to emerging leaders in the Australian public sector?
What matters is getting things done. And the way you get things done is by aligning the right people in your area of influence. First, choose your passion and what’s best for society, but then prioritise the work so you can build the most efficient and effective coalitions.
8. Tell us about your role or organisation.
Service NSW is the front door for NSW state government services and transactions. We’re a one-stop shop for getting licences, accessing cost of living support, registering a birth, paying fines and many other programmes. I’m responsible for making the organisation more data-informed; I make it possible for actionable information to reach decision-makers as easily as possible.
9. What’s the best way for our readers to reach you?
https://www.linkedin.com/in/andrew-spiegelman/
10. How can people connect with you? Please share your social media handles.
https://www.linkedin.com/in/andrew-spiegelman/
Justin Lavadia is a content producer and editor at Public Spectrum with a diverse writing background spanning various niches and formats. With a wealth of experience, he brings clarity and concise communication to digital content. His expertise lies in crafting engaging content and delivering impactful narratives that resonate with readers.
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