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Innovation key to the future of service delivery



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Innovation key to the future of service delivery

Senator the Hon Jan McLucas Minister for Human Services

7 June 2013

For the first time, leading Australians with expertise in the diverse fields of welfare, health and digital technology have been brought together to explore and guide the future of service delivery for the Australian Government.

Minister for Human Services, Senator Jan McLucas today opened the first meeting of the Department of Human Services' Council on Strategy and Innovation, calling on council members to draw on their knowledge and expertise to improve service delivery for Australians.

"The Department's mission is to ensure Australians get the service they need, when they need it. The role of this council is to provide practical advice to assist the Department to develop strategies to drive that mission," Senator McLucas said.

"I look forward to the council members, who have wide-ranging expertise sharing their ideas and knowledge about the delivery of government services."

"The needs of the Australian population are growing and shifting and as a result, governments' service models need to respond more flexibly to their changing expectations," Senator McLucas said.

"Technology plays a major part in those changes and already the Department has invested in self service technology including our four Express Plus apps which have already enabled millions of transactions.

"In fact, the Department of Human Services won the 2013 Overall 'Award for Excellence in eGovernment' and 'Excellence in Service Delivery' prize at the annual CeBit technology conference in Sydney last week.

"To better meet the needs of today's Australians, we have co-located offices, provided a range of self service options, including the recently launched MyGov, and developed outreach programs to offer more intensive assistance to those most in need.

"With the help of this council, we want to see more people have access to our services in the way that best suits them; we want to draw on the collective knowledge of this council to provide strategic advice on service delivery in order to meet the expectations of Australians into the future."

Members of the Department of Human Services' Council on Strategy and Innovation

Name Position

Dr Cassandra Goldie Chief Executive Officer Australian Council of Social Services

Ms Maree O'Halloran President National Welfare Rights Network

Dr Steve Hambleton President Australian Medical Association

Ms Carol Bennett Chief Executive Officer Consumers Health Forum

Mr Frank Quinlan Chief Executive Officer Mental Health Council

Ms Anna Buduls Australian Social Inclusion Board member

Dr John Falzon

Chief Executive Officer St Vincent De Paul

Ms Nadine Flood National Secretary Community and Public Sector Union

Ms Catriona Larritt General Manager Australia Post - Post Digital

Mr Oliver Weidlich Director Mobile Experience

Mr Martin Stewart-Weeks

Director, Global Public Sector Practice, Internet Business Solutions Group CISCO

Mr Gerd Schenkel Executive Director Telstra Digital

Dr Nicholas Gruen Australian Centre for Social Innovation and Online Opinion

Professor John Alford Australian and New Zealand School of Government, University of Melbourne

Professor Adam Graycar Centre for Public Innovation

Australian National University

Dr David Williams

Group Executive Information Sciences, Commonwealth Scientific and Industrial Research Organisation (CSIRO)

Mr Pino Migliorino Chair Federation of Ethnic Communities' Councils of Australia

Ms Lesley Hall Chief Executive Officer