The Public Sector in a Digital Era

Oct 17
Author:Eileen Cai
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Organisations and businesses are constantly on the lookout for ways to improve the efficiency of day to day operations and the quality of their products to customers. Digital transformation is leading the way in the government sector to meet the rising expectations of customers.

The Department of Immigration and Border Protection (DIBP) for example, is making business processes more efficient through the use of technology, impacting on both workforce culture and accountabilities. From data analytics, passport processing and increasing automation, the DIBP have implemented digital transformation to fulfil the demands of growing travel and trade numbers.

As stated by Randall Brugeaud, Department Chief Information Officer, the aim was to create  “ a connected, automated environment, supported by a more mobile, multi-disciplinary workforce” (The Mandarin, 2017). The DIBP has worked with technology on projects to enable automated border clearance for example, using contactless technologies and facial recognition to eliminate the need for passengers to interact with any other infrastructure or persons.

The most difficult part of the digital transformation process is cultural change in terms of strategies to keep staff motivated, explaining what they need to do and also collecting their feedback to create the necessary adjustments. The use of contactless technology for instance has impacted custom officers who are used to doing face to face passport checks as part of their job.

To find out more on how to meet the demands of digital era, attend our upcoming Transforming Public Sector Customer Service Conference in Sydney. Book now and pay by 10th November 2017 to save !


Submitted by Eileen Cai

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