The following is a personal interpretation of the conversations held at the Digital.NSW Showcase. It may not accurately reflect the full views or intentions of the speakers.
Last week’s Digital.NSW Showcase event brought together leaders across public and private sectors to explore the evolving role of digital in government. From data sharing to citizen experience, it was a day packed with ideas that challenged us to think more boldly, more inclusively, and more empathetically about how we serve people.
As someone who works with government data day-to-day, I walked away with a head full of insights and a heart a little more committed to the mission.
Giving identity back to citizens
The conversation around Digital ID was a standout. As Victor Dominello reminded us, decentralising identity isn’t just a tech project, it’s a democratic one. It’s about returning control to citizens, building trust and creating secure, seamless experiences across services.
“Digital ID isn’t just a function of government, it’s a function of democracy.”
Minister Victor Dominello
NSW is leading the country on this front, closely followed by the ACT and other jurisdictions are watching. But it’s not about being first; it’s about doing it right. That means designing with accessibility and equity at the core.
Building inclusive government
The foundational pillars for truly inclusive digital government came through loud and clear:
- Data and insights to understand communities and tailor services.
- Content collaboration across agencies to ensure clear, consistent messaging.
- End-to-end journey thinking, so services feel seamless—not stitched together.
It’s not enough for each agency to have a view. We need to create content once and deliver it everywhere, reducing noise and increasing clarity. Canada, NSW and the CDC were cited as doing this well through the use of personalisation, consolidation, and persona-driven content to meet people where they are.
Connectivity and care in regional NSW
One of the most sobering reflections came from regional leaders: some LGAs have been declared disaster zones more than ten times in the last three years. Digital equity here means more than just apps, it’s connectivity, inclusion and resilience.
The NSW Telco Authority’s whole-of-government strategy, along with efforts by Regional NSW, highlight that social and economic inclusion is only possible when the infrastructure is in place. One tower, one provider isn’t good enough.
Data that works for people
If there was a single thread running through every session, it was this: data must create value for people.
Real-time data? It’s tempting, but we were reminded to pause and ask: is it worth the cost? Near-time data is often enough, especially if it means making better, faster decisions.
Augmented intelligence (not automation for automation’s sake) was another key theme. Humans must always remain in charge. That means reviewing, questioning and overriding the outputs of automated systems, when necessary.
The NSW AI Advisory Committee is setting the benchmark here. If it’s high risk, it goes to them. If it’s not, they can still vet your approach. The focus is on augmented, not artificial intelligence.
Sharing data like it matters because it does
One of my biggest takeaways came from the discussion on data sharing. We were reminded that citizens often don’t care who owns the data: they just want better outcomes.
Imma Chippendale captured it perfectly: data sharing is the new rail gauge problem. The system wasn’t built to connect and yet, floods don’t stop at borders and neither should services.
We need inter-governmental agreements for data sharing by default, when it’s safe and legal. Local governments are closest to citizens and must be part of the solution. So must Aboriginal communities, who are leading conversations around data sovereignty and trust-based sharing.
Communicating data like it’s human
There’s no point having the best analysis in the world if no one understands it. People don’t want a spreadsheet, they want answers.
From plain-English storytelling to interactive visualisations like COVID heatmaps, the focus needs to be on accessibility. Open data by default is a noble goal, but it’s only useful if people know how to use it. That includes citizen data scientists and everyday residents alike.
Digital with purpose
As Greg Wells from Digital.NSW said, digital isn’t just about tools anymore. It’s about how we meet the outcomes that matter: sustainability, emergency management and support for vulnerable people.
From Digital ID to state-wide connectivity strategies, web 3.0, and the Digital Restart Fund, NSW is pushing the frontier—but doing so with care.
Emma Hogan said it best: “Getting data is no longer the challenge – it’s what we do with it that counts.”
And Georgina Harrisson reminded us why this matters at all: “Why wouldn’t you want to do this?”, where ‘this’ is working in government.
My final reflections
As I left the event, one thing was clear: the public service has the vision and we have the people. What we need now is the grit to bring it all together across systems, across borders and across digital divides.
For every step forward in tech, let’s take two steps forward in care.
Let’s wrap government around the citizen.
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