Featured Download

The ATO’s Digital Channel Strategy: Leveraging Effective Stakeholder Engagement to Enhance Digital Citizen Services

Managing expectations for both internal and external stakeholders is not only pivotal to the success of transforming digital services, but also ensures that they can continue to improve as future needs arise. Ahead of Digital Citizen Services, we chat to Claire O’Neill, Assistant Commissioner – Enterprise Work Management at the ATO about how they are leveraging their digital platform, whilst optimising other channels that also offer ease of access and how effective stakeholder engagement is the key to ensuring a successful transition to these changes.

Developing a Holistic Framework for Digital Services: Effectively Delivering First-Class Digital Customer Experiences across All Government Agencies

The NSW Department of Finance Services and Innovation (DFSI) has made a headstart to this initiative, launching the NSW Design System - a single source of truth for style guides, reusable components, and best practice digital design and delivery to help teams across the NSW Government deliver consistent, user-centric services.


Ahead of Digital Citizen Services 2019, we chat to Rachel Maiden, Director – Digital Transformation Team at DFSI about this revolutionary project is set to take NSW government digital services above and beyond, driving exemplary customer experiences. 

Optimising Online Access Capabilities: Successfully Implementing a Digital Identity Framework to Improve User Engagement

We caught up with Shane Gandy, Director of Identity Management at the NSW Department of Education (DoE) to find out more about their innovative new digital identity platform and how they’re working to ensure its optimal upkeep to maintain citizen trust, ahead of Digital Citizen Services 2019.