Delivering on the Citizen Services Gap with Constricted Resources

The panel, including David Heacock, Former Chief Digital Innovation Officer, DXC & BCG Partner, Lucy Poole, GM Strategy, Planning and Performance Division at the Digital Transformation Agency and Jonathon Thorpe, Deputy CEO & Chief Customer Officer at Services Australia explores how government can meet rising citizen expectations despite tightening budgets. Citizens increasingly demand seamless, digital-first services, yet public sector agencies face significant resource constraints. Lucy stresses that when funding is limited, the greatest risk is that innovation stalls. She argues that efficiency is best achieved through continuous innovation, supported by strong leadership and a safe environment for experimentation. This highlights the importance of scaling successful ideas and fostering systems that balance experimentation with delivery, particularly in areas such as artificial intelligence, where the benefits emerge through sustained, structured effort.

Jonathon adds that while 90% of Services Australia’s interactions are now digital, maintaining quality for the remaining 10% of citizens,…