Why you should attend
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- 1. Identify citizen-centric design thinking practices and promote human-based service implementation.
- 2. Overcome bureaucratic and organisational silos to spark impactful change.
- 3. Use predictive analytics and data to inform decisions and‘future proof’ programs and services.
- 4. Inspire practical methods of service implementation from lessons learnt during crisis response across the public sector.
- 5. Increase the agility of your workforce by capturing staff capabilities and utilising them in organisational restructures.
- 6. Articulate new operating rhythms to build a strong organisational narrative.
Efficient public service delivery is crucial in crisis. However, delivery is often impaired by disrupted supply chains, automation under pressure, displaced workforces and unprecedented demand. But crisis also presents vast opportunities for improvement. When bureaucracy is personalised and collaboration between agencies increase, citizen engagement and satisfaction grows – along with their confidence in government.
Despite its downfalls, the current global crisis can inspire operational excellence in the future of public service delivery. By innovating coordinated solutions, developing hard and soft infrastructure and undergoing targeted staff development, the public sector can ensure operational excellence in the aftermath of COVID-19.
Service Centric 2020 will use the current crisis to inspire greater resilience, efficiency and coordination of public service delivery across sectors. This one day virtual workshop will support attendees in their development of internal strategies to ensure external operations remain seamless and citizen centric. Attendees will learn how to capitalise on collaborative dialogues between customers and their providers across sectors. Together, we can rebuild the economy and restore trust in government services in the aftermath of crisis.
About the Facilitators
Grosvenor Public Sector Advisory has a clear mission; to collaborate with their clients to build a proud, passionate and purposeful public sector. Their diverse team of experts have worked both in and with all levels of government on projects spanning health, education, social services, technology, defence, consumer regulation and not for profit sectors.
Grosvenor are a friendly, engaging, experienced and clever group of people working together with their equally clever clients to solve problems and make a positive impact in the community. With more than two decades of experience across Australia’s major cities, they specialise in solving complex problems, designing human-centred service delivery models, crafting strategies for high-impact programs, interpreting big data through digital analytics, and building leading-edge future of work and team capability frameworks.
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Cherie Rae Manager Grosvenor Performance Group
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Adam O’Brien Associate Director Grosvenor Performance Group
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Kristy Hornby Senior Manager Grosvenor Performance Group
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Dana Cross Associate Director Grosvenor Performance Group
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Charitee Davies Associate Director Grosvenor Performance Group
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Mira Shennan Senior Manager Grosvenor Performance Group
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Sorcha McGee Manager Grosvenor Performance Group
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Georgina Roberts Senior Manager Grosvenor Performance Group
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Jessica Hanley Manager Grosvenor Performance Group
Agenda Overview
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Session 1- Pursuing genuine citizen-centric solutions through design thinking
In this session, participants will collaboratively define citizen-centric approaches and learn public sector design thinking practices and techniques. They will explore how to overcome existing organisational barriers in their agency, and surface practical ideas of how to implement citizen-centric design thinking in their unique context. In the process, attendees will explore a range of real-world case studies to identify challenges, benefits and methods of overcoming obstacles on the path to citizen-centric approaches.
Sharing knowledge, power and control in collaboration with customers to inform and evolve prototypes for service design
- Sharing knowledge, power and control in collaboration with customers to inform and evolve prototypes for service design
- Utilising design thinking to dismantle and evolve established cultures, mindsets, habits and practices
- Avoiding a ‘first me, then you’ mindset in solution design, and releasing the public sector’s expert identity
- Contemporising place-based initiatives to develop localised solutions.
Cherie Rae
Manager Grosvenor Performance Group Adam O’Brien
Associate Director Grosvenor Performance Group Kristy Hornby
Senior Manager Grosvenor Performance Group -
Session 2 - Utilising predictive analytics to improve service delivery and program outcomes
In this session, participants will explore Grosvenor’s five steps of predictive policy with a strong focus on policy development and data-informed strategic planning. It will also address how to use data to anticipate and plan for future needs, including ‘future-proofing’ programs and services. In the process, attendees will explore a range of real-world case studies to explore how predictive analytics can be implemented in their unique context.
- Exploring Grosvenor’s five-step approach to engaging in predictive policy, and learning how to use predictive and prescriptive analytics to anticipate challenges
- Learning to formulate policy and programs that are preventative rather than reactive
- Developing scenario modelling to better prepare for the unknown and avoid a saturation of data
- Exploring how process mining can help improve program and service delivery efficiency.
Dana Cross
Associate Director Grosvenor Performance Group Georgina Roberts
Senior Manager Grosvenor Performance Group Jessica Hanley
Manager Grosvenor Performance Group -
Session 3 - Surfacing and leveraging lessons from public sector crisis response
In this session, participants will explore how to establish authentic public sector agility through the lens of crisis response. They will take away several tools to help articulate new internal operating rhythms and build a story spine for their new organisational narrative. Through exploring case-studies of agile crisis response, this session will explore how organisations might capture team member capabilities and redistribute work to benefit the future of their agency.
- Acknowledging how COVID-19 has tested public sector program managers and service delivery agencies and inspired new ways of thinking
- Challenging long-held beliefs and practices that are no longer practical, and using the crisis response experience to instil a more agile and innovative culture across teams
- Exploring how newly developed capability, strengths and aptitudes might usefully continue the ‘binding narrative’ and develop methods of crisis management in the future
Charitee Davies
Associate Director Grosvenor Performance Group Mira Shennan
Senior Manager Grosvenor Performance Group Sorcha McGee
Manager Grosvenor Performance Group
