Create transformative innovation

Five ways to maintain innovation in public service

Innovation is at the heart of the Australian public’s vision for the future of government service delivery. We explore how the public sector can maintain its digital momentum.

While the Australian public is largely satisfied with the public sector’s online service delivery, they expect future innovation, according to Telstra’s Connected Government report.

Man using tablet in meeting

While the Australian public is largely satisfied with the public sector’s online service delivery, they expect future innovation, according to Telstra’s Connected Government report.

This report represents the culmination of more than 5 years of research into the role of technology and service delivery in shaping the public’s relationship with government institutions.

The public is expecting government to be ready, willing and able to embrace the opportunities posed by further digitising services - from banking to Medicare rebates and even education.

Government must collaborate with the private sector and academia to maintain the innovation momentum the Australian public has come to expect.

Here are five ways the Australian public are looking to the government to stay innovative.

Embrace failure

Australians are encouraging the public sector to further embrace experimentation and adopt the mindset of Silicon Valley’s disruptors. The report found that only 17% of Australians are against public servants experimenting, and even failing.  

The survey found strong support for a renewed government focus on adaptive, agile bureaucracy which will empower departments to utilise experimentation to improve customer experience.

Embrace safe sharing

While 79% of Australians are concerned about the security of their online data, more than six in ten trust the government to keep that data safe from hackers.

Confident in the government’s ability to safeguard their data, more than 60% of those surveyed agreed that government should automatically share their data in order to provide personalised services.

Most respondents indicated that the establishment of a ‘one-stop-shop’ for online service delivery was very important to them, powered by shared data. 

Embrace the savings

Greater access to online services isn’t just a matter of convenience for Australians, 70% of the public believes online services will ultimately save money and contribute to the budget bottom line.

This is reinforced by strong support for those everyday savings to be reinvested into solving the “more complex issues” facing service provision in modern Australia.

Embrace customer centricity

Despite rhetoric asserting that government is unable to ‘keep up’ with the public sector in today’s disruptive world, 65% of Australians agree that private and public service delivery are “about the same” overall.

However, the private sector does maintain an edge in communicating with its customers, as 30% of respondents believe corporates ‘understand their needs’ and ‘listen to their preferences’, while only about 15% believe the government does the same, demonstrating the need for new ways of communicating the intent behind the design. 

The government can also continue to speak directly to Australia’s youth by investing in mobile channels, where public sector organisations currently maintain nearly 100 applications at federal level.

Embrace open government

The Australian public isn’t looking to the government to accomplish all of this innovation on its own however, with 78% indicating they would relish the opportunity to participate in major policy development through online consultation.

Together with big data analytics insights derived from inter-departmental bodies such as the NSW Data Analytics Centre and public data repositories like data.gov.au, the Australian public anticipates collaboration being a cornerstone of future innovation. 

For government agencies and departments, the digital age is a catalyst for change – opening new pathways for delivering the services and citizen experiences of tomorrow, while building a more open and collaborative government for all. Download the full report.

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