At Government Edge, senior tech leaders from the Digital Transformation Agency and Services Australia debated strategies for balancing innovation, trust, and accessibility in citizen services.

David Heacock, former Chief Digital Innovation Officer at DXC and Partner at BCG, Lucy Poole, General Manager of Strategy, Planning and Performance at the Digital Transformation Agency, and Jonathon Thorpe, Deputy CEO and Chief Customer Officer at Services Australia explored how government can deliver on rising citizen expectations amid tightening budgets.

Citizens increasingly expect seamless, digital-first services, but public sector agencies face significant resource and funding constraints.

Lucy warned that when funding is limited, the biggest risk is not inefficiency but stalled innovation.

She argued that efficiency is best achieved through continuous innovation, supported by strong leadership and an environment where experimentation is safe and encouraged.

Scaling successful ideas, she said, is essential, especially in emerging fields like artificial intelligence, where benefits come through sustained, structured implementation rather than isolated pilots.

Jonathon shared that 90% of Services Australia’s interactions are now digital, but maintaining quality for the remaining 10%, often citizens in remote or vulnerable communities, remains critical.

His focus is on reinvesting efficiency gains from digital transformation back into frontline services to ensure accessibility, inclusion, and trust.

Both speakers stressed that innovation and trust must coexist.

Cyber security, data protection, and ethical technology use underpin every digital initiative.

Lucy noted a cultural shift across government toward embedding cyber resilience and modernisation into design from the outset, while Jonathon pointed to the need for updated legislation to enable responsible adoption of new technologies like AI and digital identity.

The panel agreed that capability building, collaboration, and reuse are the cornerstones of sustainable transformation.

As ADAPT research highlights, collaboration and trust underpin modernisation, helping agencies break down silos, build sovereign capability, and deliver connected, citizen-centred services.

Lucy called for a coordinated approach to talent development across the Australian Public Service, warning that internal competition for scarce technical skills weakens the system as a whole.

She advocated for sharing resources, expertise, and systems to strengthen collective capability and sustain innovation even in lean times.

Whether through incremental process improvements or the strategic use of emerging technologies, the message was clear: governments must keep innovating to deliver secure, inclusive, and responsive services for all Australians.

 

Key takeaways:

  • Continuous innovation drives efficiency: Limited budgets should not halt experimentation. Scaling proven ideas and structured AI adoption deliver long-term value.
  • Trust and accessibility remain central: A 90% digital service rate is balanced by investment in security, ethics, and inclusive design for vulnerable and remote citizens.
  • Collaboration and capability building sustain transformation: Cross-agency talent programs, shared systems, and strong partnerships strengthen the public service ecosystem.
Contributors
Lucy Poole GM Strategy, Planning and Performance Division at the Digital Transformation Agency
Lucy leads the Strategy, Planning and Performance Division which focuses on providing whole-of-government strategic leadership to the development and implementation of digital... More

Lucy leads the Strategy, Planning and Performance Division which focuses on providing whole-of-government strategic leadership to the development and implementation of digital policies, the Australian Government Architecture, and the Data and Digital Government Strategy.

Lucy oversees the management of the government’s digital investment pipeline to ensure an integrated and coordinated approach to government’s investment in digital and ICT. A key priority for Lucy is driving the achievement of the Australian Government’s vision to implement world class digital capabilities to deliver outstanding outcomes for all.

Lucy also manages the Digital Transformation Agency’s development of policies, governance models, and assurance frameworks for the implementation and use of Generative Artificial Intelligence technologies across the Australian Public Service.

Prior to joining the Digital Transformation Agency, Lucy held senior executive roles at the Department of the Prime Minister and Cabinet and the Australian Public Service Commission where she led several transformation programs. Lucy has experience across a range of sectors including Australian federal and state governments, the private sector and the UK civil service.

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Jonathon Thorpe Deputy CEO & Chief Customer Officer at Services Australia
As Deputy CEO and Chief Customer Officer at Services Australia, I lead a group responsible for optimising, improving and transforming critical services... More

As Deputy CEO and Chief Customer Officer at Services Australia, I lead a group responsible for optimising, improving and transforming critical services to millions of Australians every day. I have over ten years of senior executive experience in driving technology-enabled business transformation, including digital identity, and strategy in the public sector.

My mission is to apply design, innovation, customer experience, and digital capabilities to transform government services and create positive outcomes for our customers. I have a strong background in agile leadership, digital delivery, and strategy. I am passionate about fostering a culture of collaboration, empowerment, and excellence within Services Australia and across government.

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David Heacock Former Chief Digital Innovation Officer, DXC & BCG Partner
David is a digital strategist and design leader known for delivering innovative, human-centred digital solutions across public and private sectors. With experience... More

David is a digital strategist and design leader known for delivering innovative, human-centred digital solutions across public and private sectors. With experience at DXC Technology, BCG, and various start-ups, he blends creativity with strategic thinking to drive transformation that is technically feasible, commercially viable, and deeply user-focused.

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modernisation leadership transformation