David Heacock, Digital Health Senior Advisor at Department of Health and Aged Care, discusses aspects of innovation and digitisation in government organisations in this community interview.

Organisational culture is critical in driving digital innovation and achieving positive outcomes. David highlights that successful digital innovation is not solely about technology or processes but requires a culture that fosters psychological safety, autonomy in decision-making, and honest leadership throughout the hierarchy.

We should measure value through data and outcomes. Using the example of Service NSW, David points out that government agencies should prioritise delivering value to citizens, abandoning ineffective processes and quickly pivoting when necessary. Moreover, maintaining open and transparent communication with the public and the media is crucial in building trust.

He acknowledges the challenges of balancing the public’s demand for outcomes with the government’s risk-averse culture. Government employees need to feel safe while taking innovative risks. Integration across various aspects of the business to achieve meaningful outcomes is crucial.

David notes that there is growing interest in using AI in the public service but there are also concerns about safety. He stresses the importance of putting safeguards in place, including guardrails, visibility into AI decision-making, tuning mechanisms, and feedback loops to ensure responsible and safe use of AI technologies.

There is a delicate balance between data sharing and privacy concerns in government. Achieving interoperability and effective data sharing is essential for improving public services.

 

Key Takeaways:

  • Prioritise outcomes over processes in the public sector. Service NSW is a prime example of successful innovation driven by a focus on measuring value through data, embracing outcomes, and maintaining transparent communication with the media.
  • Whether using a centralised or distributed innovation model, it is crucial to have a broad mandate that allows innovation to extend across various facets of the organisation, focusing on achieving outcomes rather than limiting innovation to specific areas like user interfaces or APIs. This involves collaboration across multiple aspects, including policy, legislation, processes, workforce, technology, and customer interactions.
  • There is a growing demand for improved data sharing among government agencies and the integration of services, treating the government as a unified entity rather than separate entities. Achieving interoperability is a significant challenge, particularly in healthcare, but successful examples like the 21st Century Cures Act in the US, which mandated interoperability standards and APIs, have revolutionised patient data sharing, and Australia aims to follow a similar path.
Contributors
Byron Connolly Head of Programs & Value Engagement at ADAPT
Byron Connolly is a highly experienced technology and business journalist, editor, corporate writer, and event producer, and ADAPT’s Head of Programs and... More

Byron Connolly is a highly experienced technology and business journalist, editor, corporate writer, and event producer, and ADAPT’s Head of Programs and Value Engagement.

Prior to joining Adapt, he was the editor-in-chief at CIO Australia and associate editor at CSO Australia. He also created and led the well-known CIO50 awards program in Australia and The CIO Show podcast.

As the Head of Programs, Byron creates valuable insights for ADAPT’s community of senior technology and business professionals, helping them reach their organisational and professional goals. With over 25 years of experience, he has a passion for uncovering stories about the careers and personal philosophies of Australia’s top technology and digital executives.

When he is not working, Byron enjoys hot yoga, swimming, running, and spending time with his family.

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David Heacock Chief Digital Innovation Officer, Federal Government and Lead Partner for Digital Transformation Centre Growth, APAC at DXC Technology
Digital innovator. Transformation leader. Outside-the-square thinker. David specialises in design leadership, strategic design, service design, user experience architecture, product leadership and digital... More

Digital innovator. Transformation leader. Outside-the-square thinker. David specialises in design leadership, strategic design, service design, user experience architecture, product leadership and digital transformation for start-ups, large programs and complex enterprises in public and private sectors.

David is building a new digital innovation capability for DXC Technology – the DTC Vision. His team is responsible for delivering cutting-edge digital innovation to DXC’s clients by designing digital solutions at the intersection of technical feasibility, business viability and human desirability. DTC Vision delivers intense and energetic co-designed, co-invested engagements to shape our client’s digital product visions. DTC Vision supports clients to take fresh perspectives on technology problems by bringing a strategic lens to future investments and showcasing the best available technology and approaches from DXC and partners.

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