Explore how co-design and putting the customer at the centre paves the way for more equitable outcomes.
Is this event right for you?
The Making a Difference series showcases the work of public servants like you – delivering exceptional outcomes in their teams and making a difference to the people of New South Wales.
In this unprecedented time of pandemics, natural disasters, and a host of other challenges for the sector, this series has been designed to inspire and celebrate the great impact that public servants like you have on our state, no matter your level or specialisation.
What will you gain?
The case studies featured in this series have been recommended by your public sector leaders as examples of innovation and excellence in customer-centric service delivery.
This session takes a closer look at three examples of collaboration and co-design in driving positive outcomes.
From aboriginal procurement to guardianship to serving customers affected by natural disasters, this session will explore putting the customer at the centre of the way we design service delivery, and how open communication and collaboration with customers and stakeholders paves the way for more equitable outcomes.
Case studies featured:
NSW Department of Customer Service - Hardship Support Program
Sanja Galic, Executive Director, Fines & Debt, Revenue NSW will discuss the Hardship Support Program at Revenue NSW which aims to divert those most vulnerable and disadvantaged from the fines’ lifecycle. She will highlight the success of a car restraint diversion trial that has not only benefited our customer’s cost of living but has saved lives. It is this innovative and empathic approach that is the foundation of generational change in the NSW fines space and has authorities around the world paying attention.
NSW Treasury - Aboriginal Procurement
The amendments to the revised Aboriginal Procurement Policy were co-designed with the Aboriginal community, government and industry stakeholders. The policy amendments have generated greater cluster performance with government exceeding its policy targets of spend and contracts with Aboriginal businesses in the last financial year and reporting indicates strong performance against current year targets.
NSW Department of Enterprise, Investment and Trade - 24-Hour Economy Strategy
NSW is one of the first government jurisdictions in the world to establish a 24-Hour Economy Strategy. Michael Rodrigues, NSW 24-Hour Economy Commissioner (Department of Enterprise, Investment and Trade), will discuss the Strategy’s ambition to transform Greater Sydney into a 24-hour economy that is vibrant, diverse, inclusive and safe. He will highlight how, in the wake of lockout laws and COVID-19 lockdowns, the Office has worked in new and innovative ways across NSW Government and the business and creative sectors to awaken hubs of activity, culture and entertainment, and to support the sectors most affected by the pandemic through a strategy for growth.
Sanja Galic - Executive Director, Fines & Debt Revenue NSW
Sanja Galic - Full bio
Sanja Galic was appointed Revenue NSW Executive Director, Fines & Debt in March 2021.
Sanja brings over 25 years’ experience in leading organisations through transformation and change, having delivered key projects in both the government and the private sector. She is also a Certified Practicing Accountant. Her responsibilities include the administration of fines and the resolution of tax, fines and other debts owed to the NSW Government.
Sanja’s was recently recognised with being awarded a finalist in the NSW Premier Awards for Public Servant of the Year, for her leadership style and delivery capability working through several NSW Government emergency responses.
In addition to her operational responsibilities, Sanja sponsors many transformation projects including support for citizens experiencing acute financial hardship, one stop digital online solutions and fairer fines for NSW customers.
Her work supporting and delivering the Hardship Program aimed at breaking the cycle of disadvantage resulted in being awarded the 2021 DCS Secretary Award and 2021 Premier’s Award. Sanja’s compassionate leadership approach is embedded in her workplace culture and is reflected in programs and service delivery for the citizens of NSW.
Emma Cooper - Acting Director, Policy with NSW Procurement, Treasury NSW
Emma Cooper - Full bio
Emma Cooper is the Acting Director, Policy with NSW Procurement. Her team is responsible for the NSW Government Procurement Policy Framework and developing whole-of-government procurement policies that deliver economic, social and environmental outcomes for NSW communities.
Emma has more than 15 years’ experience as a procurement specialist focusing on program delivery, policy and governance including sector-wide procurement reform and benefits programs. She has a particular interest in finding ways to leverage procurement to create social and environmental impact and generate inclusive economic growth.
Michael Rodrigues - 24 Hour Economy Commissioner, NSW Department of Enterprise, Investment and Trade
Michael Rodrigues - Full bio
Michael launched the Time Out brand in Australia under license in 2007 and in his time at the helm grew the audience across print, digital and social channels to in excess of 1,000,000 Australians monthly. In recent years and prompted by the challenges facing Sydney's night time economy he launched and chaired the Night Time Industries Association which was instrumental in lifting the lockout laws, and shaping the State of NSW's 24 Hour Economy Strategy.
In February 2021 Michael was announced as the NSW's inaugural 24 Hour Economy Commissioner, a role he commenced on 29 March 2021.
Fun Fact: Mike worked as a trainee civil engineer for Leighton Contractors on the Homebush Bay Rail Link in the lead up to the 2000 Games.
Allan Mills - Partner, Consulting, Deloitte
Allan Mills - Full bio
Allan’s background spans telco, media and Government from the UK to Australia.
He leads Deloitte’s awesome teams supporting NSW Government & Universities and committed to the State’s economic transition of NSW to a low carbon future.
Working at the intersect of Industry and Government he has been able to work in areas of regional development, environment, energy, regulatory reform and machinery of Government changes.
He has worked as CFO for social services enterprise is the deputy chair for Deloitte’s reconciliation action plan and an advisory board member of Welcoming Cities which is a not for profit helping migrants make a quicker economic and social impact in community.
Typically, case studies like these are only shared internally within their cluster, if at all. This is your opportunity to hear how other areas of the sector approach the challenges in their work and how you can apply their learnings in your own service delivery.
During the session, you will also have the opportunity to ask your questions and share your perspectives with the community via the chat.
How to register
Please use this registration page to register for Making a Difference: Co-design and collaboration only.
If you would like to register for all four events in this series, please use the package page here.
If you are a NSW public sector employee, you are eligible for Affiliate membership free of charge. Join IPAA today.
A link to the event will be sent to those who have registered the day before the event.
11:00AM – 12:00PM (AEST/AEDT)
Tuesday 23 August 2022
Virtual event via Microsoft Teams
Members - Free
Be at your best, for NSW.
Register now to secure your spot.