Where to now? Post pandemic government service delivery

Department of Human Services

Deputy Chief Executive Officer, Services Australia, Russell Egan

Recently, I was asked to share my advice at a Future Leaders Conference.

What lessons from 2020 did I have to give to the next generation?

Even with a career spanning more than 20 years across the private and public sectors, both here and abroad, nothing could have prepared me for the challenges of COVID-19.

Fortunately, we had been building the architecture at Services Australia that has ultimately seen us through one of the toughest times our community has ever experienced.

We’re certainly not out of it yet, but work we’ve done this year has rapidly accelerated where we were going. It’s ensured we’re able to support our customers, including 1.5 million new job seekers.

Past to present

Over the last few years, we’ve focussed more than ever on customer experience. Then 2020 came along and cemented the focus, front and centre.

We’ve shifted to taking on the entire perspective of the customer journey with us.

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