Planning better outcomes for the people of NSW – What government leaders of the future need to know about experience, service design and AI

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Those working in government are being asked to do more than deliver digital services. They are being challenged to create experiences that feel seamless, trusted, human, and responsive to rapidly changing citizen expectations.

This interactive masterclass explores how you can move from digital to exceptional by bringing together service design, AI, and emerging technologies to improve both citizen and workforce experience.

You'll hear what's really changing across government and industry, explore how leading organisations are responding, and examine practical examples of experience-led transformation in action. Through discussion and hands-on activities, you'll learn how technologies such as AI and automation can reduce complexity, strengthen trust, and improve service outcomes without losing the human connection at the heart of public service.

By the end of the session, you will be able to:

• Understand the key trends shaping government experience and service delivery
• Apply experience-led thinking to improve citizen and workforce outcomes
• Identify practical opportunities for AI and emerging technologies in your work
• Build more adaptable, trusted, and resilient services
• Lead citizen-centred transformation with greater confidence

You'll also strengthen highly sought-after leadership and innovation capabilities that are increasingly critical for career growth across the public sector, helping you position yourself as a forward-thinking and future-ready leader.

You'll leave with practical ideas and strategies you can apply immediately to improve services, build organisational resilience, and create better experiences for the communities you serve.

This event is sponsored by:

Facilitators

Kirsty Hunter
Managing Director, song service
Accenture Song

Kirsty is a senior leader at Accenture, driving excellence across Service Strategy, Design and Technology.

With a strong focus on service innovation and reinvention, Kirsty leads the SONG Service Practice – a cross-functional team of experts that designs scalable solutions through design, technology, AI and optimisation.

Bridging strategy, technology and execution is her passion – translating complex challenges into actionable outcomes through collaboration, insight, and technology enablement.

Mat Densten
Managing Director, Industry and Customer Growth Strategy Department
Accenture Song

Mathew has over 20 years' experience in market and social research holding senior positions at global research organisations including Kantar. Mathew joined Fiftyfive5 9 years ago where we founded the health and public service research capability, growing the capability into one of Australia's largest dedicated government research consultancies. In 2022, Accenture acquired Fiftyive5 integrating the broad research and consulting capability into Accenture's Health and Public Service offering. Mathew leads Accenture's proprietary Citizen Expectation Gap research, which measures the nexus between what citizens expect and what government delivers across 51 government interactions.

Over the course of this career, he has worked across several strategic government reforms for the Department of Health, Healthdirect Australia, Department of Industry, Department of Finance, Innovation and Science, NSW Department of Fair Trading, Reserve Bank of Australia and Department of Employment. He is passionate about leveraging insights to improve citizen experience particularly those who experience disadvantage.

How to register

Please note: All NSW Public Servants are entitled to complimentary Bronze Membership with IPAA NSW and are eligible for member rates. Find My Membership

Event Details

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