digital.nsw virtual showcase 2020€¦ · meet in person this year, we will be bringing you a live...

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,


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


10.30am 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,


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


9.50am Government Case StudyMoving towards hybrid cloud, hyperscale and protected cloud services

Simon Geraghty, Executive Director, Government Technology Platforms, Department of Customer Service


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


11.35am Closing Remarks from Chair

TONY CHAPMANNSW Chief Cyber Security O"cer,

Executive Director | Cyber Security NSW,


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,


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


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


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


2.20pm Government Case StudyThe NSW Advanced Analytics Centre

Simon Herbert, Executive Director, Data, Insights and Innovation, Department of Customer Service


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


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,


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.

Proudly Supported by

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digital.nsw virtual showcase 2020€¦ · meet in person this year, we will be bringing you a live...

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