The public sector in Australia and New Zealand (ANZ) is increasingly turning to advanced technologies to enhance service delivery and meet the rising expectations of its citizens. Governments in both countries face the dual challenge of managing the legacy systems while integrating new technologies such as cloud computing, AI and IoT to improve efficiency and accessibility.
The AWS Summit Sydney provided a perfect backdrop for discussions on the latest in technology and innovation. The HCLTech Trends and Insights team got an opportunity to speak with Chris Tucker, Vice President, Public Sector at HCLTech, who shared his insights on the evolving landscape of public sector technology in the ANZ region.
Tucker began by addressing the unique challenges faced by the public sector in the aftermath of the COVID-19 pandemic. "Post COVID, every government has borrowed money to get through it. So, they're running out of money, they've got legacy systems that need to be fixed and maintained," he explained. This financial strain is pushing the sector to "sweat the assets, do more with less and give a better answer for the customers," a trend particularly noticeable in the New South Wales Government, according to him.
But those challenges persist and will continue until budgetary constraints are addressed. “It's imperative for organizations to streamline their IT infrastructure and transition to next-generation technologies. By leveraging these technologies, they can enhance the customer experience and foster innovation collaboratively," he added.
Collaborative approaches to innovation
Collaboration for innovation within the public sector is critically important yet navigating through government procurement frameworks introduces considerable complexity. These frameworks, essential for ensuring transparency and accountability in the use of taxpayer funds, often come with stringent requirements that can impede swift innovation.
Tucker highlights this complexity, noting, "It’s not like a corporation who has their own funds or their shareholders' funds; these are our taxes going towards our benefits." Despite these challenges, strategic partnerships and collaborations, like those between HCLTech and AWS, demonstrate how public sector organizations can effectively leverage next-generation technologies.
He further stressed that such collaborations aim to bring significant improvements, making public services "better, faster, cheaper," and more aligned with modern technologies. These partnerships are crucial in realizing the potential of innovation to transform public sector operations while adhering to the rigorous demands of government procurement processes.
The impact of GenAI and emerging technologies
The conversation shifted towards the role of generative AI and other emerging technologies like augmented reality (AR) in transforming the public sector. Tucker expressed optimism about generative AI's potential to alleviate skill shortages across various markets, not just in the public sector.
"Generative AI allows some of the redeployment of those IT skills into more productive skills," he stated. However, he cautioned that its deployment needs to be outcome-focused rather than technology-led, as some pilot projects have shown.
Addressing the role of innovation in building resilience, he emphasized its importance in staying ahead of potential threats, including cyber threats. "If you’re constantly innovating, you’re constantly shutting down those opportunities," he said, suggesting that innovation is not only about enhancing legacy systems but also about ensuring new systems are more secure and resilient.
The discussions underscore the significant challenges but also highlight the vast opportunities for innovation within the public sector. As entities in the ANZ region continue to adapt and evolve, leveraging advanced technologies will be key to overcoming existing barriers and setting the stage for a more efficient and effective future.
