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Beyond the Bureaucracy: Delivering a Secure and User-Centric Future for NSW

Wednesday, 12 August | 8.15am - 12:00 pm
Google’s Sydney Headquarters
1 Darling Island Road Pyrmont NSW 2009 Australia

A grounded workshop for building connected government in the AI era

Executive Summary

NSW Government Innovation Week 2026 will lay out the blueprint for government operations along with the policy, the governance, the procurement, and the culture required to navigate the AI era. 

The Opportunity Ahead: As public servants, your ultimate stakeholder isn’t the process - it’s citizens, users, and communities. While the industry debates internal operating models and technology, the public are left wondering when government services will catch up? They want simple, fast, secure, and accessible support, that revolves around the human experience.

 This is a working session for NSW Government leaders focused on the practical delivery of Government 3.0: Connected Government.

 Through a 3-hour co-design format, Google Cloud leaders and NSW Government attendees will test fresh, practical perspectives on improving human experiences while working within the realities of existing systems, governance and architecture. Across integrated panel, roundtable, and workshop discussions, the focus will be on the practical delivery questions behind Connected Government: how agencies can securely break down departmental silos, build trust through skills and governance frameworks, and deliver proactive, intuitive services that put the community and government employees first.

Speaker Panel & Facilitators

Hear directly from NSW Government leaders and Google innovators who are actively reshaping public services. Drawing on frontline experience in service delivery, digital transformation and AI innovation, the panel will discuss how NSW can simplify interactions, build public trust and create seamless, secure experiences that put the community at the centre of government.

Natalie P

Natalie Piucco

APAC Chief Technologist & AI GTM Lead (Applied AI)
Google

 
Jeroan B

Jeroen Bolluijt

AI & Innovation Advisor | Government Fellow

Future Government Institute
AmithShetty (1) (1)

Amith Shetty

Clinical Director | System Sustainability and Performance    
NSW Ministry of Health

Government Fellow
Future Government Institute

Ilro_Headshot_2018_2-1

Ilro Lee

Director Data, Intelligence & Analytics
Building Commission NSW | Department of Customer Service

Government Fellow
Future Government Institute
 
Robert Sibo

Robert Sibo

Head of AI/ML Customer Engineering ANZ
Google
Becky Tyler

Becky Tyler

Strategic Pursuits and AI GTM - Public Sector
Google
Ben thurgood

Benjamin Thurgood

Customer Engineering Manager Public Sector and New Zealand
Google
Nerissa Penfold-1

Nerissa Penfold

AI Adoption and Transformation Lead
Google
charlie-hamer

Charlie Hamer
Chief Strategy Officer & Co-Founder
Future Government Institute

Government Executive Registration

Complimentary

You will leave with:

  • Access to the full 3-hour roundtable on user-centric government service delivery with Google experts and NSW leaders.
  • Live demonstrations of Google AI and integration solutions addressing real NSW public service challenges 
  • Participate in panel discussions and co-design workshops focused on data interoperability, AI integration into user and employee experiences, and building community trust.

 The 3-Hour Roundtable Blueprint 

The Why: The importance of putting the human experience at the centre of your decision making

  • PSN Innovation weeks will spur lots of debate and interest, now we must refocus on building a department ecosystem that supports user's expectations and what they expect from modern government. In opening remarks, The Future Government Institute will present its independent FGX benchmark of all 37 NSW agencies: where the state genuinely sits on the Gov 3.0 journey and how to shift it.
  • Following this, we'll bring together government leaders for a panel discussion exploring how we can collectively design for the human experience. The conversation will examine the friction people continue to face when accessing government services and what truly intuitive, user-centred government should look like in practice.

The How: Government Innovation and The Art of the Possible

Live walkthroughs of what an AI-backed transformation looks like in production:

  •  The Intuitive Front Door: Show how AI can support the human experience by showcasing examples of how this technology can streamline interactions within Australian government ecosystems today.  
  •  Invisible Integration: Show how AI-enabled data solutions safely connect a user's data across separate departments, teams and agencies in real-time. 
  • The Orchestration Layer: Learn how AI can be the electricity behind the complex and messy architecture that exists across Government today by providing Government Staff with a platform to monitor agents, access information across all your applications and support through frontier capabilities.  
The Uplift: Building Employee Skills and Trust when it comes to AI Adoption
  • This session focuses on building trust, adoption and new skills within departments to prepare for a future with AI.  This interactive discussion covers how to launch your AI strategies through a culture of repeated decisions, clear adoption and skills planning, highlighting critical success factors.

Event Partner

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