The Department of Housing and Public Works’ Queensland Government Customer and Digital Group has developed a round-up of all things digital in the Public Service — served as Digital on Toast.
In a statement, the Group asked whether buzz words such as digital capability, digital literacy, digital platforms and so on actually meant anything to the average worker — even though they were important for the way Government delivered its work.
“Digital is more than technology, it’s the broader environment that we work in, the culture and mind set, and the way we do things as well as the mode in which we deliver,” the Group said
“So, when we talk about digital transformation it’s basically the process of using technologies to create new — or enable existing — business processes, services and customer experiences to meet changing needs in an online environment.”
It said that whether people worked in education, health, policy, corporate services or any Agency across the Public Service, digital transformation was reinventing service programs and policy by redesigning what was done with citizens at the centre.
“It also means we deliver these things in a transparent way, online, so people can access them anywhere, anytime,” it said.
“Think how you would effortlessly whip out your smartphone to do some banking or check social media,” the Group said.
“We want customers to feel the same way when they access Government services online.”
The Group said the good news was that there was a large part of Government already working in these ways.
It said digital brought numerous benefits, including faster and more regular development of new products and services; a more creative and innovative culture; and increased flexibility and adaptability.
It also meant better decision-making resulting from data, analytics and customer insights.
“This is all about cultural shifts and being open to change and innovation. For many people, being digital is second nature,” the Group said.
