AI is no longer just the domain of leading-edge innovators. Even historically conservative Australian organisations are investing in technologies such as robotic process automation and machine learning to transform experiences. In a recent job listing for a data lab general manager, for example, Australia Post declared that its mission was to build an “AI-enabled’ postal service.
Over the next decade, we can expect Australian government agencies to focus on providing citizen services that match the convenience and flexibility of digital consumer experiences. This perspective was championed by Victor Dominello MP, state minister for customer experience and digital government in New South Wales, at ServiceNow’s recent Knowledge 2022 conference in Sydney.
The state’s Department of Customer Service is one of many government departments offering employees a single front door for IT, HR, payroll, and finance services as part of an effort to reimagine the way its people work. By automating manual tasks and improving outdated and clunky processes, the department aims to streamline EX, so employees can spend more time improving outcomes for citizens.
Until recently, outdated systems at the Australian federal Department of Industry, Science, Energy, and Resources, made it difficult and time-consuming for employees to make simple requests, says Steve Stirling, general manager of ICT operations. Even worse, the task of sorting and acting on requests involved sending countless emails to the relevant teams. It was slow, repetitive work.
Introducing a single, unified system has allowed requests to be automatically sorted, categorised, and assigned to the right people. “We have improved our automation and streamlined a range of administrative tasks, allowing employees to do more important work” says Stirling.
Digital transformation is only successful if it provides a better experience than before—and the only way to know that is by getting good feedback, explained Minister Dominello at ServiceNow’s recent Knowledge 2022 conference in Sydney.
“Traditionally, governments just didn’t want to know what people think—but you can’t elevate the citizen experience unless you understand it,” says Minister Dominello. “Now we’re actively inviting and providing easy channels to capture feedback—we really want to hear. It’s a massive culture shift.”