Designing Digital Government Services for Maximum Impact

23-25 November 2021 | Hotel Realm Canberra

 

During a pandemic, the volume and demand for government services have escalated. Organisations are under growing pressure to move away from face-to-face interaction into the online and mobile space while ensuring citizen services are secure, easy to access and adapt to a 24/7 environment. Federal, state, and local government agencies need a rethink about whether a “one-size-fits-all” digital services platform works and how to empower citizens to take ownership of their interaction with government services.

 

The DigitalGov Conference offers a practical guide to ensuring your service delivery program is robust, secure, easy-to-use, and supports the back-office technology platform, as the citizen needs evolve and change.

 

This event will take place via our virtual platform, which has the capacity for full networking, live Q&A, 1 to 1 meetings, contact sharing, notes plus much more. The sessions will also be recorded and then available for four weeks following the event should the attendees miss any sessions and wish to watch in their own time.

Key takeaways

Take a customer-first approach to service delivery

Design apps that are easy to access and navigate

Empower end-users to navigate online and mobile channels

Create a people-centric design

Build trust through improved security

Hear from 30+ digital government and cloud services leaders

Beth Killoran

Deputy CIO

U.S. General Services Administration

Simon Aitchison

A/Assistant Secretary, Identity and Biometrics Design and Delivery Branch

Department of Home Affairs

Courtney Winship

Chief of the Digital Services Division

US Citizenship and immigration (Washington DC)

Bettina Konti

Chief Digital Officer

ACT Government

Grant Sayer

Chief Technology Officer

Healthdirect Australia

Anett Numa

Digital Transformation Adviser, e-Estonia Briefing Centre

Government of Estonia

Andrew Liberale

Program Lead, Digital Transformation

NSW Department of Education

Regine Deleu

General Manager, Digital Architecture

Auckland Transport

Andrew Saunders

Board Director & Digital Strategy Advisor

Eastern Health (Victoria)

Mitra Bhar

Chief Information Officer

NSW Education Standards Authority

Eva Balan-Vnuk

Executive Director, Chief Information Officer, ICT and Digital Government

Department of the Premier and Cabinet, SA Government

Chris Fechner

Chief Customer & Digital Officer

Department of Communities, Housing and the Digital Economy (Qld)

Peter Ryan

Associate Director, Premier’s Implementation Unit

Department of Premier and Cabinet (NSW)

Paul Ashcroft

Enterprise Cloud Architect

Department of Infrastructure, Transport, Regional Development and Communications

David Wong

Chief Information Officer

National Library of Australia

Peter Buckmaster

Director of Digital Experience Design

NSW Department of Education

Brooke Knox

Director, Industry Engagement and Innovation Partnerships

Transport for NSW

Ania Karzek

Manager Strategy & Governance

City of Holdfast Bay (SA)

Jessica Hamilton

General Manager, Digital Innovation and Client Development

Australian Trade and Investment Commission

Samantha Gavel

Privacy Commissioner

NSW Government

Sharni Allen

Director, NSW Design System

digital.nsw, Department of Customer Service

Dr Carina Kemp

Director of eResearch

AARNET [Former CIO, Geoscience Australia]

Professor Michael Blumenstein FACS SMIEEE

Associate Dean (Research Strategy and Management), Faculty of Engineering and IT

University of Technology Sydney

Andrew Smailes

Branch Head

DAMA Canberra Branch

Chris Day

Director, APAC Sales Engineering

Denodo

Nathan Nogic

National Public Sector Manager for Business Applications

Microsoft

Mike Fuller

Director - Customer Success

Datacom

Dr Terry Sweeney

Chief Executive Officer

Digital Health CRC 

Dr Asif Gill, PHD

OGAF, CISM, Associate Professor, Director DigiSAS Research & Innovation Lab

UTS

Narelle Clark

Chief Executive Officer

Internet Association of Australia

Gemma Gerondis

General Manager - Software Engineering

Datacom

Mark Isles

Industry Analyst

Tech Research Asia

Agenda

  • Conference Day 1
  • Conference Day 2
  • Post Conference Workshops

8:00 AM 

Registration opens

8:45 AM 

Opening remarks from the Chair

Dr Carina Kemp
Director of eResearch
AARNET

DESIGNING DIGITAL SERVICES FOR MAXIMUM IMPACT 

9:00 AM 

Case Study | Customising applications that are critical to service delivery
• Designing digital services to reach citizens in real-time
• Engaging multiple stakeholders and jurisdictions through online and mobile channels
• Ensuring real-time service delivery across key hubs
• Future-proofing the technology as needs evolve and change

Grant Sayer
Chief Technology Officer
Healthdirect Australia
This presentation showcases the digital platforms used for Australia’s national vaccine roll-out, and lessons learned in a fast-changing booking and service delivery environment.

9:30 AM 

International Case Study | Realising that digital transformation will never end but is always unfolding
• Mapping the integration between digital and cloud services
• Tracking the journey from a reluctant to eager cloud adopter
• Moving services to the cloud safely and securely
• Focusing on infrastructure improvement and shared services

Beth Killoran
Deputy CIO,
U.S. General Services Administration
*Virtual presentation

10:00 AM 

Case Study | Designing services with citizens at the forefront
• Why place customers first with your service delivery effort
• What it means to develop “human-centered” services
• How to improve the ease-of-use and navigation capabilities

Peter Buckmaster
Director of Digital Experience Design
NSW Department of Education

10:30 AM 

Morning Refreshments

11:00 AM 

Technology solutions | An old application running in the cloud is still an old application: #Rightcloud Conversations 
The cloud market has matured at all levels of government. End users are managing workloads in the cloud and some cases across multiple clouds. The primary focus is shifting key workloads to a more secure private or public cloud environment. This panel explores:

• Tackling the legacy and proprietary applications that are critical to delivering services
• Managing the challenge of modernising large-scale, custom applications
• Developing new functionality through faster release cycles and best-practice methodologies


Moderator:

Mike Fuller
Director – Customer Success
Datacom


Panellists:

Mark Isles
Industry Analyst
Tech Research Asia

Nathan Nogic
National Public Sector Manager for Business Applications
Microsoft

Gemma Gerondis
General Manager – Software Engineering
Datacom

BUILDING THE OUTREACH ACROSS MULTIPLE CHANNELS

11:30 AM 

Case Study | Quantifying the benefits of fully integrated services
• What does service delivery integration mean?
• How do you ensure the services reach all touchpoints?
• Which architectures are working and why?

Regine Deleu
General Manager, Digital Architecture
Auckland Transport (New Zealand)
*Virtual presentation

12:00 PM 

Case Study | Unlocking value through co-design with partners and users
•Strengthening your digital capability to deliver business outcomes
•Leveraging digital platforms to take products and services to market
• Delivering personalised services at scale

Jessica Hamilton
A/General Manager, Digital Innovation and Client Development
Austrade (Australian Government)

12:30 PM 

Enhancing the end-user experience from digital engagement
• Making digitalisation pivotal to a knowledge-sharing economy
• Digitalising collections as a service for citizens
• Building these services for future generations

David Wong
Chief Information Officer
National Library of Australia

1:00 PM 

Networking Luncheon

TAILORING SERVICES AROUND QUALITY DATA AND EASE OF ACCESS

2:00 PM 

Technological Solutions | Maximising the true potential of your data assets
Data Virtualisation is a logical data layer that virtually integrates all the data siloed across the disparate systems in an organisation, what-ever its format or structure. This presentation outlines how public sector organisations can leverage data virtualisation to:

• Create a sophisticated data service to easily share data within and across facilities in real-time
• Implement a centralised governance framework and roll out security and access control measures
• Integrate data spread across on-prem legacy systems and cloud systems to find the single “version of truth”
• Modernise the data infrastructure by taking a virtual approach to accessing, managing, and delivering data

Chris Day,
Director, APAC Sales Engineering, 
Denodo

2:30 PM 

Case Study | Ensuring your service delivery design offers a consistent look-and-feel
• Adapting your design architecture around citizens’ needs
• Improving the look-and-feel of access points into services
• Reducing the margin for error as users navigate services

Sharni Allen
Director, NSW Design System
Department of Customer Service

3:00 PM 

Interactive Roundtable Discussion

These interactive roundtables offer a “deep-dive” into technologies of choice that support digitised government services. Delegates can choose three topics to participate in rotating discussions.

1. Future of cloud-based platforms and web hosting
2. Developments in big data, analytics, and forecasting
3. Outlook for digital identity management as a single, secure channel
4. Forecast for the internet-of-things and network integration
5. Bridging the digital divide with mobile apps
6. Tackling security and intrusions in cyber-space

4:00 PM 

Afternoon Refreshments

BUILDING THE DIGITAL FITNESS IN PARTNERSHIP BETWEEN GOVERNMENT, INDUSTRY, AND ACADEMIA 

4:30 PM 

Ensuring your digital data ecosystem adapts to needs
• Clarifying the parameters for an adaptive digital ecosystem
• Integrating complex infrastructure to deliver value
• Addressing the challenges facing government, industry, and academia

Dr Asif Gill, PhD
TOGAF, CISM, Associate Professor, Director
DigiSAS Research & Innovation Lab, UTS

5:00 PM 

Case Study | Digital transformation in government: are public policy imperatives and service efficiency incompatible?

• Managing the lure of ‘shiny objects’
• Building the digital services capability
• Respecting data ethics and making information exchange safe

Ania Karzek
Manager Strategy & Governance
City of Holdfast Bay (SA)

5:30 PM 

Closing remarks from chair

5:40 PM 

Networking cocktails

8:00 AM

Registration Opens

8:45 AM

Opening remarks from the chair

Narelle Clark
Chief Executive Officer
Internet Association of Australia

WHAT IT TAKES TO BE A DIGITALLY-SAVVY ORGANISATION

9:00 AM

Case Study | Quantifying the success rate of frontline services
• Managing records in an online environment
• Tackling the complexities of digitalised record-keeping
• Securing the information-exchange channels

Andrew Saunders
Board Director & Digital Strategy Advisor
Eastern Health (VIC)

9:30 AM

International Case Study | Empowering citizens and employees through data
• Enabling access to accurate, relevant, and timely data to better inform citizens and employees
• Fostering a data-centric organisational culture through data literacy
• Gaining better insights into operational processes that impact service delivery

Courtney A. Winship
Deputy Chief Data Officer
Office of the Chief Data Officer, US Citizenship and Immigration
*Virtual presentation

10:00 AM

Technology solutions
Presentation by Okta

10:30 AM

Panel Discussion |Has the mantra of “digital government” delivered tangible results?
• How do you quantify the success rate of your digital outreach?
• What is needed to successfully engage with citizens?
• Where are the obstacles and how should these be addressed?


Moderator:

Narelle Clark
Chief Executive Officer
Internet Association of Australia


Panellists:

Mitra Bhar
Chief Information Officer
NSW Education Standards Authority

Brooke Knox
Director, Industry Engagement and Innovation Partnerships
Transport for NSW

Peter Ryan
Associate Director, Premier’s Implementation Unit
Department of Premier and Cabinet (NSW)

11:00 AM

Morning Refreshments

11:30 AM

Case Study | Delivering services centred around citizen needs
• Placing communities at the centre of digital services
• Building the online and mobile interaction with citizens
• Mapping the success of “Digital Inclusion” programs

Bettina Konti, Chief Digital Officer, ACT Government

TACKLING THE PRIVACY AND SECURITY CONCERNS

12:00 PM

Building citizen trust around digital services
• Protecting citizen data in the digital space
• Clarifying government legislation and implications for privacy
• Ensuring citizens are aware of can exercise their privacy rights

Samantha Gavel
Privacy Commissioner
NSW Government

12:30 AM

Case Study | Overcoming barriers to virtual healthcare
• Developments in digital services and lessons learned
•Streamlining the access and ease of navigation
•Managing healthcare through innovation and engagement

Dr Terry Sweeney, CMG
Chief Executive Officer
Digital Health CRC

1:00 PM

Networking Luncheon

2:00 PM

Case Study | Using the right building blocks to engage with citizens
• Improving your website presence
• Simplifying the online services
• Offering spaces for interaction and collaboration

• Using the right data to stay informed

Eva Balan-Vnuk
Executive Director, Chief Information Officer, ICT and Digital Government
Department of the Premier and Cabinet (SA)
*Virtual presentation

2:30 PM

Case Study Presentation 

Mitra Bhar
Chief Information Officer
NSW Education Standards Authority

3:00 PM

Case Study | Assessing digital technologies for anywhere, anytime services
• Enhancing the customer experience through digital and mobile channels
• Forecasting developments in online or mobile services
• Investing in intuitive platforms to engage with citizens

Chris Fechner
Chief Customer and Digital Officer
Department of Communities, Housing and the Digital Economy (Queensland)
*Virtual presentation

3:30 PM

Afternoon Refreshments

4:00 PM

The next evolution of digital technologies
• Outlook for data science and advanced analytics
• The future of artificial intelligence (AI)
• Embracing automation in the age of AI

Professor Michael Blumenstein
Associate Dean (Research Strategy and Management), Faculty of Engineering and IT
University of Technology Sydney

4:30 PM

Case Study | Building your digital maturity action plan
• Leveraging your current strengths and platforms
• Future-proofing services across a complex ecosystem
• Focusing on flexibility and innovation

Andrew Liberale
Program Lead, Digital Transformation
NSW Department of Education

5:00 PM

Closing remarks from Chair

9:00 AM – 12:00 PM

Workshop A | Enterprise data management is the backbone of digital government

• Developing specific, achievable business outcomes from enterprise data management
• Recognising the value and abundance of data
• Choosing the right tools to leverage the use of data

To succeed in digital transformation, organisations need to build three high-level, interrelated data management competencies. These competencies are essential to an organisation seeking to differentiate and succeed with data. The three competencies are:

Know the business – how to build a data strategy supporting data governance and progressive delivery of business outcomes
Know the data – recognising the variety and abundance of data within today’s organisations and the importance of capturing and communicate data knowledge
Know the tools – ability to leverage technology to optimise the impact, performance and productivity of teams working with data relative to the effort invested


Attend this workshop and gain an understanding of:
• The three competencies and skills required
• How to manage the dependencies and relationship between all three competencies
• The skills and approaches needed to support the development of the competencies


Andrew Smailes

Branch Head
DAMA Canberra Branch

12:00 PM

Networking Luncheon

1:00 PM – 4:00 PM

Workshop B | Supporting digital transformation in the public sector
Recognising excellence in the delivery of public services is high on the agenda for government. This roadmap recognises current and future public sector leaders. Digital innovation makes interacting with government easier for citizens and the workforce. This workshop offers a practical guide to innovation and design, the potential to improve systems or service delivery, and building collaboration, customer focus and stakeholder management, and leadership.

The workshop will be in two parts. Firstly, this interactive seminar discusses research findings from the NSW Premier’s Awards in Digital Excellence. This is followed by a hands-on involvement to analyse and share experiences amongst the participants.


Key Learnings:

• Embrace the digital transformation and citizen engagement journey
• Track the key milestones and challenges to being digitally-savvy
• Explore the policy and technology parameters for digital services
• Navigate the changing priorities as needs evolve and change
• Deep dive into the practical tools needed for digital governance

 

Location

Hotel Realm

18 National Circuit,

Canberra ACT 2600

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Early bird discount

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Team discount 

Register 3-4 delegates and receive an additional 10% DISCOUNT off the current price
Register 5-7 delegates and receive an additional 15% DISCOUNT off the current price
Register 8 or more delegates and receive an additional 20% DISCOUNT off the current price

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Get in touch with us
Email: spex@akolade.co
Phone: +612 9247 6000

Contact Us

+61 02 9247 6000

Venue

Hotel Realm Canberra, Australia

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#DigitalGovConference2021