Improving delivery outcomes by designing culture with communities

I’m a woman of colour – a minority in a leadership space. How I lead and how I deliver is a process in itself, informed by experience. I will talk through some recommendations to deliver important public services from my perspective.

Some examples and thoughts I will cover:

• To do digital transformation in complex silo’d spaces you need internal cultures which allows communities to share, learn, and apply. To ‘Get help with care’ for example, a citizen will need to interact with 13 different departments. It’s important there’s some level of consistency in experience, time it takes to get help and how data is passed through those services.
• We all have baggage which defines how we show up. We need to embrace diversity, perspective and experience to shape how we reflect and design our services.
• We need to create safe spaces to experiment. Opening doors and creating conditions for people to do their best work.
• Distributing power motivates people. Empowering and giving ownership shapes how people work together.