Public Sector Workforce of the Future
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The Public Sector Workforce of the Future Rory Gregg, Partner – Operational Advisory Grant Thornton Australia @rory_gregg www.rorygregg.com
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Process redesign & organisational change – driving efficiency while retaining customers in the line of sight
Transcript of Public Sector Workforce of the Future
The Public Sector Workforce of the Future
Rory Gregg, Partner – Operational AdvisoryGrant Thornton Australia
@rory_gregg www.rorygregg.com
© Grant Thornton International. All rights reserved.
Setting the SceneChallenges facing Australian Public Sector
Agency /Service
Agency / Services Centric
Service
Service
Service
Service
Service Service
Service
Customer Centric
MOBILITY
TECH
SOCIAL MEDIA
TAXREVENUE
DEMOGRAPHIC
?
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Agenda
• The demographic challenge• Public sector priorities• Case Study• Questions
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The Demographic ChallengeThe tyranny of distance
Source: Australian Bureau of Statistcs
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The Demographic ChallengeWhere is Australia headed
Source: Australian Bureau Statistics, Population Projections 2006-2101.
35.5mpeople by 2056
64%live in capital cities
today
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Public Sector Service DeliveryWhat do politicians expect?
Consolidation
Shared services modelsStandardisation
Economies of scaleSmaller workforce
More for less
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Public Sector Service DeliveryWhat do the public ask for?
Convenience
Easy access to servicesHuman help when they need it
Resolve issues first time
Source: NSW Government , Voice of Customer Research 2012
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Customer ServiceMajor trends in the private sector
Self service
Smartphones and TabletsE-commerceMulti-channel
KiosksShowrooming
Image: Forbes
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Delivering Services to Regional AreasImpacts and Opportunities
High speedInternet
Reduced travelRapid access to expertise
Multi-channel deliveryDifferent skill mix on ground
Decentralised models become much more efficient
Distance learning and telemedicine
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Experiment with clients
Turning Data Insights into Innovation The Big Data conceptual model
Build a hypothesis
Find the evidence
Measure
A huge structural leap for most workflows and organisations
Continuous Iterative Change
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Impacts on Customer ServiceAvoiding the pitfalls
Big Data
Are you measuring the right things?Measurement costs?
Impact on customers?Workflow changes?
Will prices need to increase?
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Public Sector WorkforceIssues for leaders
RetentionCareer Paths
TrainingFlexibility
Location of operationsProductivity
Wages are just one component ofproductivity
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@rory_gregg www.rorygregg.com
Rory GreggPartner – Operational Advisory
T +61 2 8297 2531E [email protected]
Q&A
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Acknowledgements
“Australian Key Innovation Indicators Data Card“, Australian Department of Industry and Innovation (Nov 2012).
QLD Office of Economic and Statistical Research, 2011. Maps of QLD employment by industry.
Sydney Morning Herald, Reed Construction Collapse, 2012
News Ltd, Hastie Group collapse impacted Gold Coast Hospital, 2012
Australian Bureau Statistics, Population by Age and Sex, 2011.
