Mission 5
Uplift digital capability in the public sector workforce.
Our goals
Emerging technologies such as Artificial Intelligence, robotics and advanced data analytics are evolving at a rapid pace. Generative AI could boost Australia's economy by up to $115 billion a year by 2030.⁶ To make the most of these new opportunities, we need to uplift the digital capability in the public sector workforce. To achieve this, we will improve access to training and upskilling opportunities.
Digital literacy is also key to the workforce understanding needs, shaping effective policy and improving the wellbeing of our communities.
We will attract the best talent by offering career development and fostering an innovative work culture, and support our diverse workforce by providing them with the right technology so they can do their best work. In addition, we’ll collaborate with industry and education providers to get our people digitally upskilled and job ready.
So that the NSW public sector is ready and able to embrace a digital workplace, we will:
5A: Develop digital skills and leadership in the public sector workforce
5B: Attract and retain talent by building an environment that supports digital innovation
5C: Adopt technology that supports our diverse workforce
5D: Support frontline workers with reliable and modern digital solutions
How we'll get there
5A: Develop digital skills and leadership in the public sector workforce
We will help our public sector workforce develop their digital skills and digital leadership capabilities. A workforce that is confident in how to use digital tools and systems is one that is more empowered to work effectively and identify opportunities for innovation. We’ll also ensure the services we deliver to the people of NSW are fit for purpose and meet the expectations of modern, digital service delivery.
Knowing how to understand data and use it wisely helps our workforce make better decisions. We will improve access to training, provide opportunities to upskill and reskill our staff, and support workforce mobility.
We’ll also support our senior executives to be effective leaders in a digital landscape given technology’s critical role in the 21st century.
48: Develop a plan to uplift digital skills and leadership in the public sector workforce
49: Create a roadmap and learning and development plan to support the public sector to establish a baseline of digital capability
- Equipping the NSW Government workforce with essential cyber security skills. Cyber Security NSW delivered a learning platform with over 600 courses in the Service Catalogue courses. This catalogue was developed and informed in collaboration with industry and academia with TAFE NSW and the Institute of Applied Technology Digital (IATD)
- Creating tools to support our workforce in their digital journeys, like the Digital Career Pathways tool. The tool helps identify digital capability, learning opportunities and provides tailored upskilling resources.
- Investing in digital education through free courses at the IATD and eHealth NSW Digital Academy. These tailored education opportunities help uplift the public sector workforce in a variety of areas such as Agile methodologies and human-centred design, as well as develop skills in Artificial Intelligence (AI), cloud computing, cyber security and big data.
- Expanding awareness and capability programs to all public sector employees through the NSW Digital Skills and Workforce Compact 2023-30.
- Leveraging leadership programs such as the NSW Leadership Academy to advance and develop talented public sector leaders through Executive Excellence programs, events and talent management strategies.
5B: Attract and retain talent by building an environment that supports digital innovation
We are committed to creating a workplace culture that supports digital ways of working. We will embrace best-practice technology to support our workforce, including digital tools, platforms and systems. Fostering a dynamic and innovative digital environment is key to attracting and retaining top talent.
We’ll adopt Agile methodologies, human-centred design and collaborative tools where appropriate and support our workforce by making data-driven decisions using analytics and insights.
As we create an exciting digital environment for our public sector workforce, we will stay vigilant about potential risks. We need adequate information, training and safeguards to manage cyber security, data privacy and ethical threats.
50: Explore the concept of a Centre for Excellence in digital capability
51: Develop a framework to ensure that all public sector leaders have baseline digital skills and understanding
- Embracing innovative ways to leverage digital, for example when AI joins the NSW Government's Social Media Team. The integration of generative AI tools to improve efficiency with content creation for social media, allowing social media staff to focus on more strategic work.
- Enabling agencies with modern tools and resources, such as the Digital Service Toolkit and the Accessibility and Inclusivity Toolkit. These toolkits give agencies a bank of design systems, standards, templates and manuals to create a more inclusive digital experience.
- Driving digital transformation with the Digital NSW Accelerator. The accelerator applies Agile methodology and design thinking practices to speed up digital product delivery.
- Promoting collaboration with industry and start-ups through the Transport Digital Accelerator. The digital accelerator brings together design thinking and Agile approaches to address complex customer needs in a fast and iterative way.
- Continuing to invest in trainees, apprentices, internships and graduate programs such as the University of Technology Sydney (UTS) Industry Degree Academy (IDeA), the eHealth NSW internship and the NSW Government Graduate program to provide hands-on experience. The 1000 NSW Public Sector Apprentices and Trainees Program will position the NSW Government as a leader in the employment of apprentices and trainees. These programs are a way to develop new talent and grow digital capability within the public sector.
5C: Adopt technology that supports our diverse workforce
As we embrace digital tools, platforms and services, we must make sure the technology we use supports our diverse workforce. Our diverse public sector is made up of almost one in five people whose first spoken language as a child that was not English, while 3.9% of the workforce are Aboriginal or Torres Strait Islander peoples and 2.6% report disability.⁷
Supporting diversity through digital requires that we ensure our technology includes everyone in the public sector. We want digital solutions and systems to be available and easy for the whole workforce to use – including in rural and regional areas – and to support the needs of our workforce, such as meeting accessibility requirements through screen readers.
We must keep our diverse workforce front of mind when buying digital products, including content, software systems and services.
Training should be offered to support team leaders to build an inclusive and diverse workforce. A diverse workforce who understand digital accessibility can deliver policy and services for a more inclusive society.
54: Embed accessibility and inclusion requirements into digital procurement policies and practices
- Promoting the NSW Government accessibility standards for ICT when procuring digital products to make sure digital products are accessible and inclusive for all users.
- Creating guidelines and learnings for agencies on how to use assistive technology, like understanding screen readers guidance.
- Uplifting capabilities through Accessibility NSW learning modules to commit to inclusivity and recognise the diverse ways in which people interact with technology.
- Using digital principles such as human-centred design to create policy that is reflective of the people it will impact. For example, the Multicultural Plan 2023-2025 includes and amplifies the voice of culturally and linguistically diverse (CALD) staff at the Department of Customer Service.
- Promoting public sector diversity through internship programs such as the NSW Government Aboriginal Internship Program, the NSW Government Disability Internship Program, the Australian Network on Disability's Stepping Into Internship Program, the UTS Industry Degree Academy (IDeA) and the eHealth NSW Internship Program. These programs increase the participation of women and people from diverse backgrounds in tech fields, including those with disability, underrepresented groups, and Aboriginal and Torres Strait Islander peoples and help to foster an inclusive digital workforce.
5D: Support frontline workers with reliable and modern digital solutions
Our frontline workers, including teachers, nurses, community caseworkers and first responders, provide the essential services that make NSW a great state to live in.
We’ll reduce administration by using modern and reliable systems which are easy to use, cyber secure and available when needed.
Human-centred design helps us address the challenges and needs of frontline workers in our digital solutions. This enables safer and more effective work environments, allowing workers to excel in their roles and maximise their positive impact on our communities.
52: Increase uptake of digital Working with Children Check to support frontline workers
- Employing cutting-edge virtual reality technology to prepare Transport NSW rail staff for emergency evacuations, ensuring a more secure and efficient public transportation system.
- Streamlining the Working with Children Check (WWCC) by using Artificial Intelligence to provide accurate ID verification online. This reduces application time from 70 minutes to 10 minutes on average, significantly assisting frontline workers who rely on WWCCs.
- Expanding our NSW Digital ID and NSW Digital Wallet capability to further automate and digitise identity verification and credential-checking processes. The Digital Identity and Verifiable Credentials (DIVC) program enables online processing and reduces the need for in-person visits and paperwork in Service NSW service centres. This in turn reduces the administrative burden on NSW public sector frontline teams, so they can focus on providing higher quality service to our communities.
Make digital services accessible, inclusive and connected for everyone in NSW
Use digital to improve service delivery, support the local economy and drive productivity
Underpin trust in government through reliable, stable digital services and sustainable Digital Infrastructure
Keep NSW safe and resilient during emergencies online and in-person