1. Partners in Technology Briefing
Friday 10 February 2023
Department of Communities, Housing and Digital Economy

2. Customer and Digital Group

4. Queensland Objectives
Customer & Government
Objectives
Foundational
Objectives
Value
Proposition
& Vision
Service Catalogue
& Operating Model
Our why
Our who
and what
Our license
to trade
Our mark on
the world
Customer & Digital Group
OKRs

5. Our Vision
CREATING.CONNECTING

6. Our Value Proposition

7. Who We Are
Queensland’s Digital Economy
Darrin Bond Dallas Stower Andrew Spina

8. Behind the Curtain

9. Our Service Catalogue

10. Queensland Objectives
Customer & Government
Objectives
Foundational
Objectives
Value
Proposition
& Vision
Service Catalogue
& Operating Model
Our why
Our who
and what
Our license
to trade
Our mark on
the world
Customer & Digital Group
OKRs

11. Service Innovation
and Improvement
Continuously innovate, experiment & adapt services to optimise for efficiency,
productivity, quality, engagement, satisfaction & alignment with best practice.
Customer Service
Excellence
Understand our customer needs intimately, deliver exceptional service always
and meet all agreed customer service targets.
Workforce Capacity,
Capability and Culture
Cultivate a highly capable workforce and great place to work with a positive
culture that provides challenge, opportunity, learning & career development.
QG Digital Uplift
Uplift the profile, standing, capability & governance of Digital in Queensland
Government & foster greater cross-Government alignment & collaboration.
Foundational

12. Digital Channels,
Platforms and
Products
Establish the products & capability to deliver market leading digital services &
omni-channel experience to customers.
Data Analytics and
Sharing
Enable whole-of-Government data sharing & analytics to deliver better policy
insights & outcomes.
Cyber Security
Strengthen & expand the Cyber Security capabilities & capacity of Government
to maintain pace with the rapidly changing threat landscape.
Foundational Digital
Policies and
Frameworks
Modernise Government’s digital strategy & governance environment through
delivery of critical, foundational policies & frameworks.
Core Customer and
Digital Program
Delivery
Modernise Government’s technology landscape through the delivery of
essential customer & digital programs and platforms.
Customer & Government

13. Business and
Community Digital
Enablement
Enable Queensland small businesses and communities to benefit from the
power of digital.
Digital Inclusion
Make Queensland a leader in digital inclusion and equity for marginalised,
excluded and disadvantaged groups.
Digital Skills
Increase the number of people in Queensland who have digital skills and are
digital-job-ready.
Digital Infrastructure
and Regional
Connectivity
Provide Queenslanders with greater access to affordable, reliable digital
connectivity across the state.
Digital First Nations
Partner with Queensland’s First Nations communities to harness the power of
digital to enable literacy, education, employment and self determination.
Queensland

14. What We’ve Been Up To

15. Last Year

16. CITEC - Community Recovery ICT Response

17. New CITEC Data Centre

18. SSQ won an impressive seven of the 12 awards at
Queensland’s Auscontact Awards and then went on to
win 5 awards nationally.
Service Excellence
Smart Service Queensland (Smart Service) recently attended the 2022 Auscontact
National Excellence Awards in Melbourne.
This year our Queensland State Winners progressed to compete at a national level,
and we are proud to announce we have 4 National Winners in the team at Smart
Service. Congratulations to:
• Elisa Bosel - 2022 Auscontact National Winner, Digital Champion
• Karen Willey - 2022 Auscontact National Winner, Operations Champion
• Maree Matthews - 2022 Auscontact National Winner, Contact Centre Manager
• Maree Matthews - 2022 Auscontact National Winner, Hero Award
As an organisation Smart Service was announced as the 2022 Auscontact National
Winner, Operations-People Capability category. This is an outstanding
accomplishment, and a win that belongs to our entire Smart Service team who turn
up every day for our customers and our community.

19. ROE Awards Winner – Service Excellence
Design team (Design & Capability, CDS)

20. QGEA Showcase

21. Identity
Broker
6.4M citizen
logins since
June 2021
Identity
Broker
3.6M employee
logins since July
2022
Connecting
Citizens
Connecting
Employees
Graph API
Build once; used
by many
Accessing and
Exchanging
Information
Customer flexibility to use
existing logins to access any
Queensland Government
service.
Improve agency information
accessibility and sharing and
allow for improved efficiencies and
cohesive, whole-of-government
service delivery.
Provide customers to engage with
government through a single sign-
on experience and move easily
between different services,
choosing how they share their
personal information.
Tell Us Once (TUO)

22. Digital ICT Graduate Program
• 2021 program coming to a close – majority of graduates have
secured permanent AO4/AO5 positions within government
• 2022 graduates completed first year with many already achieving
AO5 positions
• 2023 program recruitment underway – 23 new graduates already
commenced with the majority to start in March

23. Digital Professional Workforce Plan

24. Building Digital Equity in Queensland

25. Cyber Security

26. Queensland Digital Infrastructure Plan (QDIP)

27. First Nations Digital Audit

28. Digital First Nations – Graduate Program

29. Digital First Nations

30. Going from a Supplier to a Partner
• Align to our vision, value proposition service catalogue and objectives
• Lean-in (seriously): Inclusion, First Nations, Skills, Innovation
• Don’t sell. Listen, understand, challenge, solve.
• Treat us like one customer, don’t “divide and conquer”
• Tell us what we can be doing better
• Show us what you are doing to help us do better
• Do what you say you will do, do it with excellence
• Talk straight, tell it like it is.

31. Partners in Technology Briefing:
Implementing the 22-26 Department
of Education Digital Strategy
Michael O’Leary
Assistant Director-General & CIO

32. Digital Strategy 2022 - 2026 - YouTube

37. Additional Operational Activities
• Media Hosting review
• eSports investigation
• ITSM Review
• Digital Adoption Platform trial
• Computers for Teachers annual purchase
• Devices for Disadvantages Students investigation
• Project Board Maturity
• Scoping Capability
• OnePortal Modernisation
• Review of Web Platforms
• Application Modernisation
• ISMS Maturity
• Enterprise Data Platform POC
• Virtual Assistants
• Managed Security Service
• Redesign and modernisation of Production and
development environments
• School ICT Infrastructure Refresh
• Managed Internet and Content Filtering
• Next Generation WiFi
• CIAM
• MFA

38. Where does Industry fit?
• Products
• Services
• Capability
• Capacity
• Advisory
• Implementation

39. Michael O’Leary
Assistant Director-General & Chief Information Officer
Department of Education
michael.oleary@qed.qld.gov.au

40. Department of Tourism, Innovation and Sport
Department of Tourism, Innovation and Sport
Partners In Technology
Lea Diffey, Deputy Director-General,
Innovation

41. Department of Tourism, Innovation and Sport
Critical Ingredients
• Collaboration – strong networks & active connections across
the system
• Culture – story telling/promoting, reputation
• Infrastructure – high speed internet, hubs and precincts,
equipment/facilities
• Growth support – accelerators, networks, professional
services, events, training
• Money – early stage (angel, challenges); venture capital,
private equity, crowd funding, social bonds, banks
• Talent – smart and creative people, CEOs, wannabes
• Skills – entrepreneurial, mentors, students, business
management
• Market access – exports, corporate purchasing, procurement
• Ideas – R&D, innovating companies, open data, hackathons,
diversity
• Regulation settings

42. Department of Tourism, Innovation and Sport
Innovation for a Future Economy
• Investment – for companies to start, stay and grow in Queensland
• Research and development collaboration – focusing on commercialisation and
industry collaboration
• Being a part of a global economy – for talent and new industries
• Harnessing innovators to solve community, industry and government challenges
• Infrastructure – the digital and precincts/places and the support to maximise their use
• Being connected and inclusive – for females, Indigenous and regional innovators.

43. Department of Tourism, Innovation and Sport
• Cherbourg
• Queensland XR HUB
• State of Innovation Report
• Venture Capital Funds

44. Department of Tourism, Innovation and Sport
Qld Chief Entrepreneur
Julia Spicer, Queensland’s Chief
Entrepreneur Focus Areas
• Regional
• Equitable access to the innovation ecosystem
• Sustainable and resilient innovation
ecosystem
• Building a culture of innovation and success
locally and globally
• Accelerating Queensland’s unique natural
capital market

45. Department of Tourism, Innovation and Sport
Get involved
• Innovation for a Future Economy | Advance Queensland | Queensland
Government
• New Cherbourg Service Centre opens creating jobs in remote
Indigenous community | Advance Queensland | Queensland
Government
• Deadly innovation | Department of Tourism, Innovation and Sport
(dtis.qld.gov.au)
• Queensland XR Hub (qldxrhub.com)
• https://www.dtis.qld.gov.au/innovation/queensland-state-of-innovation-
report-2021
• https://www.qic.com.au/bqbif
• https://www.chiefentrepreneur.qld.gov.au/
• https://advance.qld.gov.au/precinct

46. Department of Tourism, Innovation and Sport
Lea Diffey, Deputy Director-General, Innovation
Email: lea.diffey@dtis.qld.gov.au
Telephone: 07 3515 0740
LinkedIn: https://www.linkedin.com/in/lea-diffey-76ab5839/

47. Partners in Technology Briefing
Thank you for coming – see you next time!
Department of Communities, Housing and Digital Economy