Whitepaper commissioned by Oracle
Driving service excellence in state government through digital transformation

SUMMARY: The global pandemic that impacted Australia in March 2020 changed the lives and interactions of most citizens, as well as the priorities of government. COVID-19 is leading to long-term lifestyle change in population demographics as people work remotely and move to regional areas. This is driving a need to be agile and adapt to changing needs for services across the community. For many agencies, it was the catalyst they needed to transform their operations, particularly in line with the health orders mandating remote work. The challenge now, as vaccines are rolled out and the country begins to think about life after the devastation of COVID-19, is how to continue the digital transformation process, and what it will take to keep up the momentum.

B Corp Whitepaper
Creating social value through better business: Increasing procurement from Certified B Corporations

SUMMARY: Australia and New Zealand are well placed to delve into the heart of the new decade in a better position, in a business sense, than both countries were before. Encouraged by their customers and clients, businesses are now looking to act in new and exciting ways, leading to plenty of unrivalled opportunities. 

B Lab, a global not-for-profit organisation, was founded so that businesses could be used as a force for good, thus leading to greater prospects for local employment, local supply chains and procurement opportunities, and greater environmental impacts. Certified B Corporations (aka B Corps) are businesses that meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose.

Whitepaper commissioned by Freshworks
How to Improve Digital Service Delivery for Citizens and Employees

SUMMARY: In many seen and unseen ways, the world is constantly changing. Consumers the world over expect their government agencies to keep up with the technologies, applications and processes that they have become so accustomed to in other settings. Whilst the public sector often lags behind, the pandemic has somewhat turned this on its head. As a result, all customers and employees now have an expectation of digital service excellence that is far beyond the expectations of just a few years ago. If the pandemic and specifically the vaccine rollouts have taught us anything, it is that until the weakest and poorest of us are looked after, we are all still vulnerable. Now is the time to continue the momentum that was started as a result of the pandemic, and to ensure that superior digital services are delivered to everyone.

PSN Summary Report
Digitisation in the public sector: a focus on the customer experience

SUMMARY: This report provides insight into the customer experience (CX) from a diverse range of practitioners from a number of Australian government agencies. With a focus on digitisation, CX maturity and the unique challenges faced across the government space, this is an expose on the relevant issues in customer experience and the process of digitisation from across the country.

National Indigenous Employment in LocalGovernment Position Paper

SUMMARY: The Position Paper provides a suite of key elements and a continuum of actions for local government authorities to consider in developing their approach to increasing the employment of Indigenous people in their workforce. It is targeted to assist Councillors and the senior management of local government to work with their local Indigenous communities to develop policies and processes to increase the potential for their workforce needs to be met through the recruitment and employment of Indigenous people and in their retention and development as valued employees. 

Future-Proofing Local Government: National Workforce Strategy 2013–2020

SUMMARY: This Strategy is designed to futureproof the challenges faced by local government, and to move the sector towards a more sustainable workforce through retention, attraction and development to 2020 and beyond. Local governments are often significant local employers and require a diverse workforce that encompasses a wide range of occupations. In many rural and remote communities, local governments are the primary economic drivers and the only levels of government delivering essential social and community services. Without effective local governments, local economies and communities struggle to operate, especially in regional Australia. In addition, as the functions of local government increase and expand, workforce capacity, capability and innovation become even more critical.

Mature Age Workforce Resource 2015: A framework of recommendations for the management and retention of mature talent in local government

SUMMARY: The Mature Age Workforce Resource is designed as a guide for Australian councils to proactively support the implementation of a corporate framework, policy and set of aligned, recommended actions towards the engagement, support and retention of older workers. It is intended to reflect global best practices in managing an age-diverse workforce, with particular emphasis on the older workforce. The Resource has been designed to provide guidance to progress mature age initiatives in a planned and structured way through the inclusion of key policy development actions and performance indicators to proactively address the changing composition of the workforce.

Community Chef: A Case Study in Local Government Innovation

SUMMARY: The Community Chef project has been widely acclaimed as an outstanding example of local government collaboration and resource sharing. Participating councils from metropolitan Melbourne and regional Victoria were able to look beyond the short-term to develop a long-term, shared, quality service response that meets the greater community need, and provides a social dividend as well. 

The goal of this case study is to showcase the Community Chef project and service model.It describes the Community Chef project through all its phases, as well as the lessons learnt along the way.