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, many of whom live in remote or vulnerable circumstances, remains vital. His focus is on reinvesting efficiency gains from digital transformation into frontline services, ensuring accessibility and trust are preserved. All speakers underline that innovation and trust must coexist: cyber security, data safety, and ethical technology use are fundamental. Lucy observes a cultural shift in government towards embedding cyber resilience and modernisation into design from the outset, while Jonathon notes the need for updated legislation to enable new technologies such as AI and digital identity.

The panel emphasises capability building, collaboration, and reuse as key to sustaining transformation. As ADAPT research shows collaboration and trust underpin transformation, as government leaders emphasise breaking down silos, building sovereign capability, and using innovation to deliver secure, connected, citizen-centred services. Lucy calls for a coordinated approach to talent development across the Australian Public Service, warning against internal competition for scarce technical skills. She advocates for better sharing of resources, expertise, and systems to strengthen the whole ecosystem. Demonstrating value through genuine collaboration is what sustains partnerships across agencies. Innovation should remain a priority even in lean times—whether through small process improvements or strategic use of emerging technology—so that government can deliver secure, inclusive, and responsive services to all Australians.

Key takeaways:

• Continuous innovation drives efficiency: Leaders stress that limited budgets must not stall experimentation, scaling of successful ideas, and structured adoption of technologies such as AI.
• Trust and accessibility remain central: Services Australia’s 90% digital service rate is balanced by a strong focus on cyber security, data ethics, and inclusive design for vulnerable or remote citizens.
• Collaboration and capability building sustain transformation: This requires cross-agency talent development, shared systems, and partnerships to deliver secure, connected, and citizen-focused public services.