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How the public sector is transforming with technology

Following the release of Tech Trends 2024: An Australian Perspective, we look at how technology is shaping government and public services.

For several years, most government agencies have had digital transformation front of mind. Some are taking the lead, stirring intense debate on how they should manage and fund this transformation. Many others are only just beginning their journey, yet to find a clear and aligned path forward – not to mention the commitment to change. 

There’s no shortage of distractions to wade through. Technology is evolving, industries are changing, and hype swirls around the latest trends, sometimes leading to rapid response at the cost of true progress. Meanwhile, investment is softening amid global tensions, political repositioning and economic uncertainty, while the pressure to lower costs is rising rapidly.

Most organisations recognise the need to transform. But in this climate, few are rolling the dice on big ideas. Now more than ever, it’s about delivering results and return on investment. This shift emphasises pragmatism: less speculation on unproven technologies, more delivery in the here and the now.

In light of the six themes published in Tech Trends 2024: An Australian Perspective, government agencies have a range of opportunities – and numerous examples to draw from – to get results from emerging technology. 

Transport modelling and simulation

Transport agencies are at various stages of digitally transforming the way they monitor, manage and optimise transport networks through the use of digital twin simulation technology. The state of Victoria has been leading the charge through its use of digital twin technology to create a multi-modal model of state transport networks that is able to ingest real-time data from multiple sources to help respond to and manage both planned and unplanned disruptions across the network.

Spatial mapping 

The NSW Rural Fire Service (RFS) are implementing a new integrated, service-wide, in-field spatial mapping software solution that streamlines data collection in operational and non-operational settings. The platform will help the agency better understand current ground intelligence, support members in the field and keep communities safe.

Training simulations

The NSW Department of Education has created an augmented reality welding simulator, making it easier for students to approach new skills and gain certification. It’s also hoped to encourage more female students into what is traditionally a male-dominated industry.

Remote medical services 

Through the recently established Health Prototyping Centre, NSW Health is trialling augmented reality to deliver highly specialised medical services to remote areas, allowing specialists to guide local staff on diagnosis and testing.

Safe and Responsible AI

Earlier this year, the Australian Government released its Interim Response on “Safe and Responsible AI in Australia”. It emphasised an expectation that government should be an exemplar in its safe and responsible adoption and use of AI technologies.
The DTA has also released Interim Guidance on Government Use of Public Generative AI tools and is coordinating a trial to explore safe and responsible government use cases for Microsoft Copilot with over 50 APS agencies.

AI in Education

Recently, the NSW Department of Education is running a trial of a generative AI app called NSWEduChat. It behaves in a similar way to ChatGPT however it has been designed to work with students to solve their problems in a similar fashion to how a teacher could assist them as opposed to just providing the answer. It has also been modelled off the NSW curriculum and is also programmed to limit content to topics related to schooling education. NSWEduChat is a great example of AI being applied in government that both harnesses the power of the technology whilst also considering some of the broader risks of its use in how it has been implemented.

Driver registration and licensing

Australia’s transport sector is entering a complex future of evolving vehicle ownership, transport services and identity management. Combined with ageing legacy technology that can’t keep up, it’s a significant and potentially costly challenge – and today’s decisions could create major technology debt tomorrow. While other states weigh up their options, VicRoads has embarked on a joint venture path with the private sector and is currently in the process of modernising their legacy registration platform which will deliver a more flexible and sustainable platform into the future.

Centres of excellence

State governments are putting more funding towards centres of excellence for quantum computing, including Breakthrough Victoria, the Sydney Quantum Academy and Queensland’s Quantum and Advanced Technologies Strategy. Transport for NSW is also researching the technology potential across its network, while the Department of Defence has contracted Q-CTRL to build quantum sensors for its submarines. 

While these examples of technology innovation are delivering tangible impact in the public sector, leaders must be equally aware of other highly relevant forces shaping the future of government services. We explore these further in our Government Trends 2024 report which speaks to 10x government, where the interplay of technology, process, policy innovation, workforce, and regulatory changes could improve operations and service delivery by tenfold.

Download Tech Trends 2024: An Australian Perspective for a local view on the cutting-edge trends featured in our annual global report, including examples of these trends in action and actionable advice to help separate signal from noise. 

This article was co-authored by Damian Garnham, Mark Siddall and Jonathan Shotter