The exponential growth curve – learning as we go
Working with different teams within the Department of Finance, Services and Innovation (DFSI) has been an eye-opener as well as a confirmation of the benefits of customer and human-centred design. Starting our secondment in the ICT Better Regulation Division, we were the only two customer experience (CX) designers among the six-running projects. Having access to so many projects not only amplified our knowledge of the design thinking principles but challenged us to explore new territories in the both discovery phase and the delivery phase of the projects.
DNA Lab
Next was the DNA Lab. We likened the DNA Lab to Silicon Valley. They’ve got a start-up mentality with a motto of ‘fail fast and learn fast’. Everyone walks in with open minds, collaboration is in the air and citizen benefits are at the heart of their projects. Sitting within government, the DNA Lab is creating ripples of change in how we work and provide services, gradually paving the way for a more connected digital government. Under the direction of Pia Andrews, the DNA Lab is pushing for an open government, something which is inspiring to be a part of as a service designer.
What we’ve learned from both groups:
- A culture of trust, openness and collaboration inspires creativity.
- There is great capability within government; we need to lean on one another for skills and information when they are needed.
- Partnerships with non-government organisations bring great value to the customer.
- Being curious, open, empathetic, supportive and generous makes all the difference.
- Embracing change and celebrating success are crucial.
- Great things happen outside of your comfort zone.
- Research is valuable for implementing and delivering better solutions.
Our role at Revenue NSW is to provide better service to customers by understanding them, their needs and expectations, and we’ll continue to do that armed with learnings from teams we’ve worked at DFSI.
With a gamut of projects under our belts like the Digital Design System, My Community project, Parking Signs and the Senior Card Research project, we consider ourselves change agents and hope our experience opens more doors for cross-agency relationships.
Thanks to our secondment, we have a strong vision of an open government that can co-design, co-create and co-deliver better services and products.
Are you ready to be courageous and step out of your comfort zone? A secondment might just be what you need. If you have any questions, please feel free to send us an email: Akansha.bhatia@revenue.nsw.gov.au or Linda.Auyeung@reveneu.nsw.gov.au.