From retail to technology, many organizations in the private sector have mastered how to serve their customers in an engaging and meaningful way – shaping citizens’ expectations. In the public sector, jurisdictions around the globe still struggle with legacy systems and service bottlenecks that ultimately hinder the citizen experience. To fundamentally transform governments need to better harness the power of technology to deliver superior value and become a truly digital government. By having the ability to rethink every aspect of their organization, governments can also break down internal silos; maximizing collaboration and information sharing, continuous process improvement and well-defined service performance KPI’s.
In a discussion about digital transformations, Nadir Hirji, PwC Canada’s Digital Services Lead, will highlight key digital trends and drivers, and how Canada’s presence compares to their global counterparts in the public sector. Joined by Susan Wilkins, Digital Government Lead and Senior Director with the Office of the Chief Information Officer at the Government of Newfoundland and Labrador, they will share the journey of her organization’s rapid transformation, driven by a design thinking approach. Susan and Nadir will offer key insights on how they accelerated digital transformation using agile and human centered design. Nadir and Susan will conclude the discussion by sharing how this digital first approach is changing how the Government of Newfoundland will deliver services to citizens.