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.
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.
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
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.
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.