The digitisation of services

The digitisation of services

Sep 1
What are the practical and pragmatic steps that governments could take to digitise services – to improve convenience now and to future proof service provisioning?  
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The Hon. Victor Dominello MP, New South Wales Minister for Customer Service
The Right Honorable Sir Bill English, Chair, Impact Lab and former Prime Minister of New Zealand
Dr Rob Grenfell, Director Health and Biosecurity, CSIRO
Sarah Kaur, Chief Strategy Officer, Portable

Event Overview

Demand for services continues to increase, community expectations driven by pandemic have changed and opportunity now exists to increase the role of digital technology in service delivery, drive efficiency and safeguard the sustainability of critical services. 

In advance of CEDA’s forthcoming report The Digitisation of Human Services, hear from those leading digitisation efforts, who understand how governments work and why change is important to our health, wellbeing and communities when they discuss: 
  • The practical and pragmatic steps that governments could take to digitise services; 
  • Those services that have already changed in light of COVID-19;
  • Long-term fiscal benefits of greater digitisation of service delivery;
  • The full range of services that would benefit from digitisation – health, mental health, disability, housing, income support and justice;
  • The public service capability and IT investment required to support digitisation;
  • The importance of equity and access - digital literacy, how to reduce Australia’s digital divide; and
  • Impediments to greater digital service delivery.
Livestream start times:
SA/NT: 11.30am
WA: 10.00am

Please note all livestream events will be recorded and registered participants will receive exclusive access to the recording following the event, ahead of the general public. Substitutions for the livestream can be made at any time. Please forward details to the event coordinator.


Meet the speakers

The Hon. Victor Dominello MP
New South Wales Minister for Customer Service

Victor has been appointed the inaugural Minister for Customer Service in New South Wales. The first of its kind in the country, this ministry aims to put the customer and citizen first in the design of all government services. Victor firmly believes that the adoption of data, digital innovation and technology is integral in modern policy design and delivery of public services.

The Right Honorable Sir Bill English
Chair, Impact Lab and former Prime Minister of New Zealand

Bill has served as New Zealand’s Minister of Finance, Deputy Prime Minister and Prime Minister. He retired from parliament in March 2018 after guiding the New Zealand economy through the global financial crisis. As Minister for Infrastructure he oversaw significant investment in digitalising government and improving customer experience of public services. His current roles include Non-executive Director at Wesfarmers and Chair of ImpactLab, which he co-founded to measure and compare the impact of philanthropic investment. 

Dr Rob Grenfell
Director Health and Biosecurity, CSIRO

A public health physician, Rob leads a portfolio covering nutrition, eHealth, medtech and diagnostics, and biosecurity. He has worked as the National Medical Director at BUPA Australia New Zealand, Senior Medical Advisor at the Department of Health Victoria, and was a member of the Health Advisory Committee of the National Health and Medical Research Council.

Sarah Kaur
Chief Strategy Officer, Portable

Sarah has led digital transformation and service design projects for Headspace Youth Mental Health, the Breast Cancer Network of Australia, Thomson Reuters Legal, and state and federal government agencies. She leads and develops Portable’s data science and AI design capability.

Supported by CEDA member

Major sponsor

Further sponsorship available:

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Public event advice – Coronavirus

At CEDA we are proud to regularly convene and engage speakers and audiences as an essential element of our efforts to broaden discussion and debate of the most important policy issues facing Australia. In doing so, our first priority is always the safety and wellbeing of our guests and staff.

CEDA is currently delivering a digital program of public events, podcasts and virtual Trustee roundtable discussions; hybrid events with both a livestream and audience in attendance; and face-face events, where there is member demand and they can be delivered in accordance with government health advice for a specific state.

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