This week was sadly my last week with the NSW Government, Department of Customer Service, formerly the Department of Finance, Services and Innovation. I am sad to be leaving such an exciting place at such an exciting time, but after 12 months of commuting from Canberra to Sydney. The hardest part of working in the NSW Government has been, by far, the commute. I have been leaving my little family every week for 3, 4 or 5 days, and although we have explored possibilities to move, my family and I have to continue living in Canberra for the time being. It has got to the point where my almost 4 year old has asked me to choose her over work, a heart breaking scenario as many will understand.
I wanted to publicly thank everyone I worked with, particularly my amazing teams who have put their heart, soul and minds to the task of making exceptional public services in an exceptional public sector. I am really proud of the two Branches I had the privilege and delight to lead, and I know whatever comes next, that those 160 or so individuals will continue to do great things wherever they go.
I remain delighted and amazed at the unique opportunity in NSW Government to lead the way for truly innovative, holistic and user centred approaches to government. The commitment and leadership from William Murphy, Glenn King, Greg Wells, Damon Rees, Emma Hogan, Tim Reardon, Annette O’Callaghan, Michael Coutts-Trotter (and many others across the NSW Government senior executive) genuinely to my mind, has created the best conditions anywhere in Australia (and likely the world!) to make great and positive change in the public service.
I want to take a moment to also directly thank Martin Hoffman, Glenn, Greg, William, Amanda Ianna and all those who have supported me in the roles, as well as everyone from my two Branches over that 12 months for their support, belief and commitment. It has been a genuine privilege and delight to be a part of this exceptional department, and to see the incredible work across our Branches.
I have only been in the NSW Government for 12 months, and in that time was the ED for Digital Government Policy and Innovation for 9 months, and then ED Data, Insights and Transformation for a further 3 months.
In just 9 months, the Digital Government Policy and Innovation team achieved a lot in the NSW Government digital space, including:
- Australia’s first Policy Lab (bringing agile test driven and user centred design methods into a traditional policy team),
- the Digital Government Policy Landscape (mapping all digital gov policies for agencies) including IoT & a roadmap for an AI Ethics Framework and AI Strategy,
- the NSW Government Digital Design Standard and a strong community of practice to contribute and collaborate,
- evolution of the Digital NSW Accelerator (DNA) to include delivery capabilities,
- the School Online Enrolment system,
- an operational and cross government Life Journeys Program (and subsequent life journey based navigators),
- a world leading Rules as Code exemplars and early exploration of developing human and machine readable legislation from scratch(Better Rules),
- establishment of a digital talent pool for NSW Gov,
- great improvements to data.nsw and whole of government data policy and the Information Management Framework,
- capability uplift across the NSW public sector including the Data Champions network and digital champions,
- a prototype whole of government CX Pipeline,
- the Innovation NSW team were recognised as one of Apolitical’s 100+ teams teaching government the skills of the future with a range of Innovation NSW projects including several Pitch to Pilot events, Future Economy breakfast series,
- and the improvements to engagement/support we provided across whole of government.
For the last 3 months I was lucky to lead the newly formed and very exciting Data, Insights and Transformation Branch, which included the Data Analytics Centre, the Behavioural Insights Unit, and a new Transformation function to explore how we could design a modern public service fit for the 21st century. In only 3 months we
- established a strong team culture, developed a clear cohesive work program, strategic objectives and service offerings,
- chaired the ethics board for behavioural insights projects, which was a great experience, and
- were seeing new interest, leads and engagement from agencies who wanted to engage with the Data Analytics Centre, Behavioural Insights Unit or our new Transformation function.
It was wonderful to work with such a fantastic group of people and I learned a lot, including from the incredible leadership team and my boss, William Murphy, who shared the following kind words about my leaving:
As a passionate advocate for digital and transformative approaches to deliver great public services, Pia has also been working steadily to deliver on whole-of-government approaches such as Government as a Platform, service analytics and our newly formed Transformation agenda to reimagine government.
Her unique and effective blend of systems thinking, technical creativity and vision will ensure the next stage in her career will be just as rewarding as her time with Customer Service has been.
Pia has made the difficult decision to leave Customer Service to spend more time with her Canberra-based family.
The great work Pia and her teams have done over the last twelve months has without a doubt set up the NSW digital and customer transformation agenda for success.
I want to thank her for the commitment and drive she has shown in her work with the NSW Government, and wish her well with her future endeavours. I’m confident her focus on building exceptional teams, her vision for NSW digital transformation and the relationships she has built across the sector will continue.
For my part, I’m not sure what will come next, but I’m going to have a holiday first to rest, and probably spend October simply writing down all my big ideas and doing some work on rules as code before I look for the next adventure.