As part of the new digital capability uplift project, the Public Service Commission are developing and testing a digital capability uplift program to strengthen the sector’s digital capabilities.
We know many of you already have great capability in this space, so to help build our uplift program, we’re asking for contributions of publicly available content that you would share with colleagues seeking to build these skills.
The digital capabilities
Working with a diverse group of stakeholders from across the sector, we have drafted the following digital capabilities:
- Customer at the centre
- Collaboration and agility
- Data, decisions & ethics
- Ideas to impact
- Enabling technology
- Digital leadership.
Customer at the centre
The first prototype of the program will focus on the ‘customer at the centre’ capability. This capability is about putting people ahead of processes and outcomes. It involves:
- Human-Centred design (HCD)
HCD describes a process or methodology with clear steps to ensure you are making decisions from the perspective of real people. - Customer research and community engagement
This skillset describes how to conduct and assess research through conversation and observation to consider a broader range of contextual influences. - Storytelling
Humans connect through stories. It’s how we make sense of information. By learning about storytelling structures and techniques, you will be able to engage and inspire others around your ideas. - Service and experience design
Learn how to take a holistic view of your customer or product user’s journey - assessing each touchpoint to ensure these interactions are positive, intuitive and economical. - Leading with customers at the centre
As a leader in this space, it is also imperative you manage the relationship with the citizens with whom you are engaging, ensuring expectations are managed and proper follow up is delivered in a timely manner.
Know some great customer focused content?
Share your content by submitting website links or uploading documents, along with a few words explaining why you think they are so effective.
We’re looking for videos, tool-kits, articles and infographics that have inspired and helped you, your teams, or your colleagues in the past. You can share as much or as little as you like – we’re grateful for all contributions!