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Streaming Live on 24th & 25th November
Beyond Digital
DIGITAL.NSW VIRTUALSHOWCASE 2020
Coming to you LIVE & ONLINE over two BIG days...
The Digital.NSW Showcase has grown to become the largest – and most important - meeting of government leaders. While we can’t meet in person this year, we will be bringing you a live streamed event experience over two big days that you won’t forget!
Almost three years ago, the NSW Digital Government Strategy set out a bold vision: services which are digital by default, co-designed with customers and put data at the heart of decision making.
This year our virtual program will focus on the “Beyond Digital” strategy, which reflects the reality that the biggest opportunities to improve customer service do not just better utilise technology, but go beyond: like adopting a whole-of-government view of service delivery, driving a culture of continuous improvement, or setting the strong security and privacy foundations to allow e!ective use of emerging technologies like Artificial Intelligence.
Virtual NSW Government is committed to building capability across the sector and investing for better customer outcomes.
COVID-19 and the bushfires have greatly a!ected NSW over the past several months, as we continue to rebuild our way of life, there comes great resilience, leadership, innovation and ingenuity. The Digital.NSW Virtual showcase will highlight the great work that has been done and continues to be done across our State, playing a major role in reacting to the COVID-19 pandemic, and how it is continuing in the recovery and reformation. Case studies and presentations will be adapted to look through a new lens this November.
We look forward to seeing you virtually!
Stream 3ICT & Digital Sourcing
The ICT & Digital Sourcing stream will look at how NSW government can bring a sound economic and strategic approach to develop e!ective levers and policy settings in government procurement. The stream will also look at the development and implementation of ICT procurement reform across government to achieve savings, e"ciencies and better value and to drive innovation for the NSW Government.
Agenda at a glanceJoin us for a virtual experience over two big days. Delegates will have the opportunity to attend the Plenary session on Day One (Tuesday 24th November), One AM Stream and One PM Stream on Day 2 (Wednesday 25th November).
Plenary
DAY ONE | TUESDAY, 24 NOVEMBER 2020 | 9AM - 12PM AEDT
DAY TWO | WEDNESDAY, 25 NOVEMBER 2020 | 9AM - 11.30AM AEDT DAY TWO | WEDNESDAY, 25 NOVEMBER 2020 | 1.30PM - 4PM AEDT
Stream 2Deliver Better Frontline Technology
Anything we invest in now, needs to be re-usable. That means utilising common sources of data and optimising our use of the cloud, platforms and software-as-a-service technologies and it means always providing secure and trusted digital platforms and ways of interacting with our services.
1. Building once and reuse common digital platforms, architecture and services across the NSW Government and public sector.
2. Working to improve connectivity to communities in regional NSW.
3. Modernising legacy solutions to support essential front-line services (e.g. police, transport, emergency service, health, education).
4. Exploring digital as an alternative to infrastructure. NSW Government Is committed to building capability across the sector and investing for better customer outcomes.
Stream 1Customer at the Centre
The future of government in NSW is one in which customers are at the centre of everything we do. It’s a future in which services are easy to use, trusted and accessed easily across multiple-channels of the customer’s choosing.
1. Making it easier for customers to access services
2. Making it easier to do business in NSW
3. Designing services based on customer journeys
4. Enhancing confidence in government services
Stream 4Engage the use of Data Insights
NSW aim to improve services by using insights and real time feedback from customers. By making customer-driven decisions, we can create services that directly meet customer needs. To do this, we need to build services by engaging with our customers into everything we do. Then we can make decisions with them, not for them. Sessions will include:
1. Ensuring our customers can meaningfully engage with us and contribute to decision-making.
2. Streamlining and simplify our message to customers.
3. Creating services and communications based on customer needs using data and behavioural insights.
4. Providing greater transparency to our customers.
The Strategy session will take a look at the challenges and opportunities faced by a range of agencies and departments across the NSW Government. It will provide attendees with insights into the current focus and future directions being taken to aid the recovery and restoration e!orts in our State.
Living the Customer CommitmentsThe Customer Commitments are our promise to customers.We have used customer research and input from sta! across the NSW Government to develop the Customer Commitments. The Commitments give a clear picture of what customers should expect when receiving government services.
We work with government agencies to embed these commitments into how the public service delivers services so that customers will feel a real di!erence in their day to day lives.
The Customer Commitments
Easy to engage.
Engage the community
Act with empathy.
Respect my time.
Explain what to expect
Resolve the situation.
Make it easy to access what I needMake it simple for me to understand
Listen to the community to understand our needsAsk us how we want services delivered
Show you understand my situationTreat my fairly and with respectProvide service in my time of need
Tell me what I need to know beforehandMinimise the need for me to repeat myselfMake what I need to do straightforward
Be clear about what steps are involvedContact me when I need to know somethingLet me know what the outcomes could be
Be accountable for your actionsBe clear in decision-makingReach an outcome
2019 Event Statistics
33 Speakers
60 Technology
1450 Attendees
71% rated the event
Top 5 attending organisations
Biggest barrier to achieving transformation goal
Overview
How delegates feel when they hear Digital.NSW
Tier of Government
Attendee Role
Investment Timeframe
Excellent - Great
Energised
Proud
Hopeful
Positive
Excited
2% Not-for-profit
7% Local4% Federal
83% State
1% Other
3% Education
27% Decision Maker
50% Influencer
23% Buyer
Partners
23% 0-6 monthsmonths
23% 6-12 months
31% 12-24 months
23% 24+ months
42%
10%
4% 4%
40%Digital tansformation journey status
Operational roll out
Not started
Initial strategy
Fully transformed
Business case
Department of Customer Service
Transport for NSW
Service NSW
Sydney Trains
Revenue NSW
1
2
3
4
5
Available technology, tools & platforms
Internal skills & capabilities
Accessing budget
Management support
Unrealistic expectations
User adoption
21%
11% 12%8%
13%
35%
9.00am Welcome to Country / PSN Opening
9.10am Chair Partner Opening
9.20am Secretary Address
Greg Wells, Deputy Secretary, Digital.NSW, Department of Customer Service
9.30am Keynote Address
Zoran Bolevich, Chief Executive, eHealth NSW & Chief Information O"cer, NSW Health
9.50am Diamond Partner Keynote
10.10am Reshaping the NSW public service to deliver innovation and enhanced customer service
Kathrina Lo, Commissioner, NSW Public Service Commission
10.30am Diamond Partner Keynote
10.50am Stretch Break - Proudly brought to you by our Bronze and SME partners
11.00am Ministerial Keynote Session
The Hon. Victor Dominello, Minister for Customer Service
11.15am Diamond Partner Session
11.35am Executive Panel DiscussionDeveloping capabilities for the future
Silver Partner Panellists:Emma Hogan, Secretary, Department of Customer ServiceElizabeth Ko!, Secretary, NSW Ministry of HealthRodd Staples, Secretary, Transport for NSW
12.05pm Closing Remarks
THE HON. VICTOR DOMINELLO
Minister for Customer Service
ELIZABETH KOFFSecretary,
Ministry of Health
RODD STAPLESSecretary,
Transport for NSW
ZORAN BOLEVICHChief Executive,
eHealth NSW & Chief Information O"cer,Ministry of Health
EMMA HOGANSecretary,
Department of Customer Service
GREG WELLSDeputy Secretary,
Digital.NSW, Department of
Customer Service
KATHRINA LOCommissioner,
NSW Public Service Commission
Agenda - Day One | Tuesday, 24 November 2020Plenary
Agenda - Day Two | Wednesday, 25 November 2020
9.00am Welcome to Chair (Gold Partner)
9.10am Government Case StudyEmbedding customer commitments and outcomes into the heart of your digital strategy
Damon Rees, Chief Executive O"cer, Service NSW
9.30am Platinum Partner Keynote
9.50am Government Case StudyDesigning services based on customer journeys
Felicity Cox, Executive Director Customer Experience Unit, Department of Customer Service
10.10am Platinum Partner Keynote
10.30am Government Case StudyTopic to be confirmed
Mark Howard, Executive Director ICT/Digital Investment and Assurance, Department of Customer Service
10.50am Stretch Break - Proudly brought to you by our SME partners
11.05am Executive Panel DiscussionDelivering Customer-Driven Digital Services
Silver Partner Panellists:Michael Woodhouse, Executive Director, Strategy, Reform and Support, Department of Communities and Justice
Amanda Ianna, Registrar at the NSW Registry of Births, Deaths & Marriages, Department of Customer Service
Questions from the audience with Silver Partner
11.35am Closing Remarks from Chair
MICHAEL WOODHOUSE
Executive Director, Strategy, Reform and Support, Department of Communities and
Justice
MARK HOWARDExecutive Director ICT/Digital Investment and
Assurance, Department of
Customer Service
DAMON REESChief Executive O"cer,
Service NSW
FELICITY COXExecutive Director,
Customer Experience Unit, Department of Customer Service
AMANDA IANNARegistrar at the NSW
Registry of Births, Deaths & Marriages,
Department of Customer Service
Stream One: Customer at the Centre
*Streams One & Two will run concurrently. Delegate have the opportunity to select one stream.
Agenda - Day Two | Wednesday, 25 November 2020
9.00am Welcome to Chair (Gold Partner)
9.10am Government Case StudySetting the strong security and privacy foundations for NSW Government
Tony Chapman, Chief Cyber Security O"cer, Department of Customer Service
9.30am Platinum Partner Keynote
9.50am Government Case StudyMoving towards hybrid cloud, hyperscale and protected cloud services
Simon Geraghty, Executive Director, Government Technology Platforms, Department of Customer Service
10.10am Platinum Partner Keynote
10.30am Government Case StudyImproving the Connectivity and Inclusivity of all NSW Citizens
Kylie De Courteney, Managing Director, NSW Telco Authority
10.50am Stretch Break - Proudly brought to you by our SME partners
11.05am Executive Panel DiscussionModernising legacy solutions to support essential front-line services
Silver Partner Panellists:Dave Glover, Chief Digital Information O"cer (CDIO), Department of Planning, Industry and Environment
Gordon Dunsford, Chief Information O"cer, NSW Police
Sandie Matthews, Chief Information O"cer, Department of Premier and Cabinet
Questions from the audience with Silver Partner
11.35am Closing Remarks from Chair
TONY CHAPMANNSW Chief Cyber Security O"cer,
Executive Director | Cyber Security NSW,
Department of Customer Service
GORDON DUNSFORD
Chief Information O"cer, NSW Police
SANDIE MATTHEWSChief Information
O"cer, Department of Premier and
Cabinet
KYLIE DE COURTENEY
Managing Director,NSW Telco Authority
SIMON GERAGHTYExecutive Director,
Government Technology Platforms,
Department of Customer Service
DAVE GLOVERChief Digital
Information O"cer (CDIO), Department of Planning, Industry
and Environment
Stream Two: Deliver Better Frontline Technology
*Streams One & Two will run concurrently. Delegate have the opportunity to select one stream.
1.30pm Welcome to Chair (Gold Partner)
1.40pm Government Case StudyICT / Digital sourcing reforms and digital procurement transformation
Mark Lenzner, ICT / Digital Sourcing, Department of Customer Service
2.00pm Platinum Partner Keynote
2.20pm Government Case StudyProcurement Analytics
Brad Kane, Manager Procurement Analytics, NSW Department of Planning, Industry & Environment
2.40pm Platinum Partner Keynote
3.00pm Stretch Break - Proudly brought to you by our SME partners
3.15pm Government Case StudyICT Services Commissioning
Andrew Pedrazzini, Health Grade Enterprise Network, eHealth NSW
3.35pm Executive Panel DiscussionLessons Learnt from Procurements response to COVID-19
Silver Partner Panellists:Sue Woodall, Executive Director, NSW Procurement; NSW Chief Procurement O"cer, NSW Treasury
Daniel Hunter, Deputy Secretary, Finance and Asset Management and Chief Financial O"cer, NSW Ministry of Health
Phil Gardner, Deputy Secretary, Commercial Group, NSW Treasury
Questions from the audience with Silver Partner
4.05pm Closing Remarks from Chair
BRAD KANEManagement Procurement
Analytics, NSW Department of
Planning, Industry and Environment
MARK LENZNERExecutive Director,
ICT/Digital Sourcing,Department of
Customer Service
SUE WOODALLExecutive Director, NSW Procurement,
& NSW Chief Procurement O"cer,
NSW Treasury
DANIEL HUNTERDeputy Secretary, Finance and Asset Management and
Chief Financial O"cer, NSW Ministry
of Health
PHIL GARDNERDeputy Secretary,
Commercial Group, NSW Treasury
ANDREW PEDRAZZINIHealth Grade
Enterprise Network,eHealth NSW
Agenda - Day Two | Wednesday, 25 November 2020Stream Three: ICT & Digital Sourcing
*Streams Three & Four will run concurrently. Delegate have the opportunity to select one stream.
1.30pm Welcome to Chair (Gold Partner)
1.40pm Government Case StudyTopic to be confirmed
Ian Oppermann, Chief Data Scientist, Department of Customer Service
2.00pm Platinum Partner Keynote
2.20pm Government Case StudyThe NSW Advanced Analytics Centre
Simon Herbert, Executive Director, Data, Insights and Innovation, Department of Customer Service
2.40pm Platinum Partner Keynote
3.00pm Stretch Break - Proudly brought to you by our SME partners
3.15pm Government Case Study: Building a Digital Twin
Bruce Thompson, Executive Director, Spacial Services, Department of Customer Service
3.35pm Executive Panel DiscussionThe Future of AI in Government
Silver Partner Panellists:Kate Harrington, Acting Assistant Commissioner, Performance and Analytics Division, NSW Public Service Commission
Fang Chen, Executive Director Data Science, University of Technology Sydney (UTS) & Executive Director, UTS Data Science Institute
Hugh Durrant-Whyte, NSW Chief Scientist and Engineer, Department of Planning, Industry and Environment
Jessica Stewart, Executive Director, FACS Insights, Analysis and Research, Department of Communities & Justice
Questions from the audience with Silver Partner
4.05pm Closing Remarks from Chair
HUGH DURRANT-WHYTENSW Chief Scientist
and EngineerDepartment of
Planning, Industry and Environment
SIMON HERBERTExecutive Director, Data, Insights and
Innovation,Department of
Customer Service
BRUCE THOMPSONExecutive Director, Spacial Services,Department of
Customer Service
FANG CHENExecutive Director Data
Science,University of
Technology Sydney (UTS) & Executive Director, UTS Data Science Institute
IAN OPPERMANNChief Data Scientist,
Department of Customer Service
KATE HARRINGTONActing Assistant Commissioner,
Performance & Analytics Division, NSW Public Service Commission
JESSICA STEWARTExecutive Director, FACS
Insights, Analysis and Research
Department of Communties & Justice
Agenda - Day Two | Wednesday, 25 November 2020Stream Four: Engage the use of Data Insights
*Streams Three & Four will run concurrently. Delegate have the opportunity to select one stream.
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