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The NSW government’s digital plans require tailored solutions and not a “one-size-fits-all” approach, according to NSW Minister for Customer Service and Digital Government Jihad Dib.
During the state government’s Digital NSW 2024 event in Sydney on 27 November, Dib highlighted the need to foster collaboration between agencies and suppliers, ensuring solutions are fit for purpose and innovative.
“By working with industry and academia, we are finding solutions that are effective and forward-thinking,” he said. “These partnerships ensure that government services are continually improving, with collaboration driving progress.”
According to Dib, this leads into the essence of NSW government’s digital strategy, which is fundamentally about people.
“The strategy is built around five interconnected missions, which guide our work to deliver high-quality, accessible services for every citizen and industry in NSW,” he claimed.
While the role of government is to provide services to the people of the state is a straightforward goal, “executing it effectively is not as simple as it sounds”, Dib said.
According to the Minister, services must be inclusive and accessible to ensure they benefit everyone, especially those who face barriers, such as people with disabilities or those who speak different languages, as well as ensuring communication and mobilisation, even in remote communities, for safety and resilience.
Another important factor for the government is trust, which is crucial but difficult to earn, said Dib.
“By modernising legacy systems, ensuring transparency and protecting data, we are working to build confidence in both our systems and our commitment to the people we serve,” he said.
According to Dib, as technology evolves, strengthening cyber security and equipping the workforce with the necessary skills are critical priorities.
“This includes supporting businesses to improve their cyber hygiene and preparing for future challenges,” he said. “Each of these missions is interconnected. Success in one supports the others, driving a cohesive and effective digital strategy.”
The issues of trust and security also come into play when considering technology like AI, which Dib claimed “NSW has been a leader in this space, creating the first AI framework and ensuring it evolves responsibly”.
“AI complements human effort, automating mundane tasks so we can focus on higher-order thinking. Transparency and ethical use remain at the forefront, ensuring AI serves people responsibly,” he said
In order to meet all these touchpoints, Dib said the government’s strategy is a living framework, evolving with the needs of citizens and industries.
“By working together, government, industry and community, we can achieve something extraordinary,” he added.