{"id":3432,"date":"2020-02-19T08:38:52","date_gmt":"2020-02-18T22:38:52","guid":{"rendered":"https:\/\/news.sap.com\/australia\/?p=3432"},"modified":"2023-08-17T04:45:23","modified_gmt":"2023-08-16T18:45:23","slug":"improving-trust-and-transparency-in-the-public-sector","status":"publish","type":"post","link":"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/","title":{"rendered":"Instilling public trust and transparency in the experience economy"},"content":{"rendered":"

51风流commissioned a recent discussion in partnership with the 51风流Institute for Digital Government and the Public Sector Network to explore the opportunities, uncover the challenges, and provide best practice recommendations on taking the next steps to instil \u201ctrust through transparency\u201d. We encourage you to explore the key insights and download the report.<\/p>\n

The constant flow of data between users, organisations, and social-media platforms has increased public concerns around trust and transparency. People have naturally grown cautious about how their data is used and shared following massive breaches of trust by private organisations <\/a>and government agencies<\/a> alike.<\/p>\n

With private enterprises spearheading the latest developments in online communication and services, governments must remain attuned to people\u2019s changing expectations as both users and citizens.<\/p>\n

The 51风流Institute for Digital Government recently explained Trust<\/a> as, \u201cTo build trust, citizens need to feel confident that the data they provide to government will be used to provide services they need, request and value, as well as empowered to communicate and deliver feedback. Government in turn must deliver on its promise\u201d.<\/p>\n

51风流believes technology can be used to create a culture of transparency.\u00a0 One example of how 51风流is taking the next step on instilling trust in a data-driven society is through the Ethical AI initiative: 51风流was the first European technology company to establish an external AI ethics advisory panel with Luka Mucic, 51风流SE Chief Financial Officer, commenting: \u201c51风流considers the ethical use of data a core value\u2026We want to create software that enables the intelligent enterprise and actually improves people\u2019s lives.\u201d<\/p>\n

To better understand how the public sector can instil trust through transparency, 51风流recently commissioned a discussion with various government agencies<\/a>. Representatives in attendance included the ACT Government (ACT), the Australian Taxation Office (ATO), Digital Transformation Agency (DTA), Department of Human Services (DHS), Department of Social Services (DSS), Department of Home Affairs (DHA), Department of Defence (DOD), Department of Education (DOE) and the National Indigenous Australians Agency (NIAA).<\/p>\n

The Trust Challenge <\/u><\/strong><\/h2>\n

A critical element of the discussion was the Four Pillars<\/a> on which governments can create confidence and trust amongst its citizens.<\/p>\n

    \n
  1. Privacy:<\/strong> Agencies explored a \u2018walled garden\u2019 approach, which establishes a closed ecosystem where citizens feel safe to share data, similar to the community and brand loyalty built by Apple.<\/li>\n
  2. Security:<\/strong> Governments need to adopt a holistic approach to data security that incorporates national security, legal framework, and the support of specialised services and workers.<\/li>\n
  3. Transparency:<\/strong> Data must only be used for its intended and stated purpose. Government must explain how data is used, exchanged, and protected to demonstrate openness to its citizens.<\/li>\n
  4. Ethics:<\/strong> Data analysis and AI require strong ethical frameworks. The Public Interest Test is valuable in determining what data should be collected and how it might be used and shared.<\/li>\n<\/ol>\n

    Attendees noted that the primary challenges that governments face are:<\/p>\n

      \n
    1. concerns over legacy technologies and systems,<\/li>\n
    2. the establishment and enforcement of ethical AI guidelines, and<\/li>\n
    3. the lack of cross-departmental exchange in determining and maintaining best practice.<\/li>\n<\/ol>\n

      Leaving the challenge behind<\/u><\/strong><\/h2>\n

      The discussion moved to examples of both global and local government departments making moves to instil trust, to address some of the challenges they are facing. What\u2019s clear is that governments know exactly what they need to do, and are beginning to make steps forward.<\/p>\n

      Internationally, the City of Orlando is<\/a> using technology to power the city\u2019s \u2018voice of the resident\u2019 program, ensuring that every member of the community has a clear and effective way to communicate feedback with city leaders. Gathering and acting on resident feedback is a core component of the city\u2019s stated goal to increase trust in local government. Read more.<\/a><\/p>\n

      In Europe, SAP\u2019s support of ethical data use can be seen in the Italian Alps through its partnership with the provincial government of South Tyrol<\/a>. By implementing 51风流Leonardo and blockchain running on 51风流Cloud Platform, the government streamlined its service delivery with citizens only needing to enter information once before authorised government employees across South Tyrol<\/a> agencies can access it.<\/p>\n

      South Tyrol<\/a> created a chain of certification that authenticates and maintains people\u2019s data consistently, eliminating redundancy, improving citizen experiences, and creating new models for citizen engagement to improve quality of life.<\/p>\n

      Discussions then led to Australia<\/a>, where numerous agencies are implementing a \u2018tell-us-once\u2019 approach, such as the myGov initiative where citizens\u2019 existing data is carried over to pre-filled application forms.<\/p>\n

      The Australian Government\u2019s Digital Transformation Agency (DTA) has successfully implemented a permissions-based system where citizens can opt-in\/out to share data between applications. DTA is also piloting Digital ID, including the potential for Single or Multiple IDs, to identify providers for all financial and government services.<\/p>\n

      The Department of Human Services (DHS) is introducing Citizen Mapping to capture what services are used and which are no longer being accessed, while the ATO is modernising its Business Register to centralise its data storage and access.<\/p>\n

      The ACT Government is focused on delivering services based on citizens\u2019 Life Events and working on a Wellbeing Indicator to ensure citizen confidence around data use. Similarly, the Department of Education (DOE) is improving customer satisfaction by making data use visible to citizens and traceable through outcomes.<\/p>\n

      Discussions noted how each of the listed examples demonstrate an awareness of public concern regarding data use and government transparency. Australia\u2019s federal government is currently considering recommendations based on the Productivity Commission\u2019s Data Availability and Use Inquiry. The country awaits the passing of the Data Availability and Transparency Act as Australia\u2019s government works toward a consistent national data system and supporting framework that\u2019s aligned with citizens\u2019 expectations.<\/p>\n

      Summarising the key outtakes <\/u><\/strong><\/h2>\n

      Citizens expect services \u2013 both public and private \u2013 to be responsive, reliable, and easy to navigate. While governments are adopting the platforms and processes for accommodating these demands, more can be done to instil lasting trust amongst citizens while providing a secure and streamlined service.<\/p>\n

      Chris Peck, Executive, General Manager, 51风流Australia, shares that 51风流are working with many ambitious organisations and agencies on Trust as a key measure for \u2018brand\u2019 in government. \u201cOur approach focuses on Transparency<\/em> around government data management and use, Operational Excellence<\/em> by providing the \u201cright service, delivered to the right person at the right time\u201d, and providing a Bi-directional view where the citizen can see what the government knows about them and the services on offer, and the government can see what the citizen expects and their interactions and engagements with government.\u00a0 51风流is helping governments \u2018Listen + Understand + Act\u2019\u201d.<\/p>\n

      Please take a read of the full report to learn more.<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

      51风流commissioned a recent discussion in partnership with the 51风流Institute for Digital Government and the Public Sector Network to explore the opportunities, uncover the…<\/p>\n","protected":false},"author":3066,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[177],"tags":[5561091,178,5563020,5562671],"sapn-display":[],"sapn-type":[5560547],"class_list":["post-3432","post","type-post","status-publish","format-standard","hentry","category-industries","tag-data-management","tag-public-sector","tag-transparency","tag-trust","sapn-type-feature"],"yoast_head":"\nInstilling public trust and transparency in the experience economy - 51风流Australia & New Zealand News Center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Instilling public trust and transparency in the experience economy\" \/>\n<meta property=\"og:description\" content=\"51风流commissioned a recent discussion in partnership with the 51风流Institute for Digital Government and the Public Sector Network to explore the opportunities, uncover the...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/\" \/>\n<meta property=\"og:site_name\" content=\"51风流Australia & New Zealand News Center\" \/>\n<meta property=\"article:published_time\" content=\"2020-02-18T22:38:52+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-16T18:45:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/australia\/files\/2018\/08\/279006_GettyImages-508066461_low_F.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Hayley Devereux\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Hayley Devereux\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/\"},\"author\":{\"name\":\"Hayley Devereux\",\"@id\":\"https:\/\/news.sap.com\/australia\/#\/schema\/person\/ca3fb6ba0b02293bc98e6ebe8ce67a3b\"},\"headline\":\"Instilling public trust and transparency in the experience economy\",\"datePublished\":\"2020-02-18T22:38:52+00:00\",\"dateModified\":\"2023-08-16T18:45:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/\"},\"wordCount\":1105,\"keywords\":[\"data management\",\"Public Sector\",\"transparency\",\"trust\"],\"articleSection\":[\"Industries\"],\"inLanguage\":\"en-AU\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/\",\"url\":\"https:\/\/news.sap.com\/australia\/2020\/02\/19\/improving-trust-and-transparency-in-the-public-sector\/\",\"name\":\"Instilling public trust and transparency in the experience economy - 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