5 minutes with Simon Geraghty, Executive Director, Government Technology Platforms
Can you tell us about your organisation and its purpose?
As a trusted central agency operating at a whole of government level, our focus is on core and common platforms. We design, develop and deliver customer centric digital solutions that makes interacting with NSW government effective, efficient, consistent and secure.
Weâre quite a large team of over 400 people that is structured by chapters of technical speciality, programs of work and platform support for our customers. This includes:
- Our Digital.NSW Accelerator DNA team specialises in designing customer centric products based on a human centred design approach.
- The Customer Payments team delivers whole-of-government payments solutions for a consistent and seamless payment experience for NSW Government customers.
- The Virtual Call Centre team is delivering cloud telephony services for Service NSW and other customers through the migration of multiple telephone platforms into a single, and scalable whole-of-government cloud platform.
- The Application Development team look after our Government Licensing System (GLS) and data and integration solutions for our customers and internal projects.
- The Digital Delivery team are involved with the development of a whole range of customer products, internal projects and consultancies. They also operate FuelCheck, Park'n Pay, Feedback Assist, API.NSW and the Public Register services for NSW Government.
- Our Tech Services team operate the Government Data Centres at Silverwater and Unanderra, Zone 3 Protected services panel, the Government Secure Network as well as delivering Infrastructure, DevOps, Security, Quality Assurance, support and release services.
- The Digital Product & Service Delivery team are developing a range of CRM customer products and managing Licence NSW steady state projects and the Executive and Digital Platform Ops teams provide a range of corporate support and information security services.
- Digital Platform Ops teams provide a range of partnerships, customer experience, commercial, corporate, information security and knowledge management (XM and KMS) services.
- Executive Support Office provides executive business operations, communication and change management services
We have two larger programs of work in place. In our Licensing Program, we're working to deliver a whole-of-government approach to licensing through digitising over 130+ licence schemes with 70+ different licence classes. Licence NSW is a core platform utilising Service NSW as the front door for digital applications, verifications, notifications and payment, assessments and back office and licenses.
Our Complaints, Compliance and Enforcement Program (CCE) has three main products they're delivering, including: Service NSW My Business Profile, which is enabling NSW businesses to proactively manage and transact with government about their compliance obligations, the Case Management System is a single management platform for regulators to manage complaints, compliance and enforcement actions and providing a Single View of Data solution enables regulations to have a single view of business, sites, risk ratings, compliance and industry sectors' information as a dashboard that interfaces with the case management platform.
The GTP team offers a broad range of high technical skills and capabilities, which plays an essential part in developing innovative and quality digital solutions for our customers. I'm constantly amazed at the incredible work that the team continues to deliver.
Who are your key customers?
GTP has a broad range of customers and stakeholders that we partner with. However, we mainly partner with NSW Government agencies and at times its cross many agencies. We also work with local and federal government and internally within DCS and Service NSW.
HazardWatch is a perfect example of cross agency partnering. While we initially partnered with SES to uplift their emergency management platform and connect to our HazardWatch website and app, we've also brought other NSW agencies and national stakeholders along this journey to ensure there is a national multi-hazard focus. The support for HazardWatch has been overwhelming, with many conversations occurring with potential new partners interested in sharing their data and onboarding.
What are the key strategic objectives of your branch?
What are you most proud of this year?
It's incredibly hard to pick just one, if I had to, it would be our ways of working. While our talented team members are spread throughout NSW, its fabulous to see how well our teams collaborate. Often our teams are cross-agency, working towards a shared vision and cross-functional, sharing a variety of skills, collaborating and using lean agile delivery to achieve customer outcomes. Our ways of working is based on putting the customer at the centre of everything we do, especially with designing customer solutions.
In our product discovery phase, we design our products and services on customer journeys. We take a human centred design approach based on research, evidence, behavioural insights and user feedback to understand the pain points and to uncover opportunities. We then define and validate the Alpha prototype solution developed before moving to a Beta build of an MVP. We continuously improve the product through iterative releases and scale to implementation and delivery. Our system build approach is focused on building relevant and reusable components that can be used over and over for rapid service delivery and better customer experiences. I'm extremely proud of our achievements to-date and I look forward to seeing our team's continuous improvements embedded to uplift our programs.
What are your headwinds?
The current challenge that we face when collaborating with our customers is transitioning them from traditional project methodologies to our new ways of working. That is, taking a partnership approach and focusing on lean agile product delivery. We also need to make sure that our customers have the capability and business readiness to be able to receive an MVP and delivery of continuous incremental improvements. Customers who are used to traditional ways, could struggle to keep up with the planned incremental delivery. We're starting to look at how we can further support these customers to help them on the agile journey and to envisage their future state. We also need to ensure that the project has identified the right business owner who will champion the business needs and requirements to ensure positive business engagement and adopt the overall change.
Most visited App?
With fuel prices continually on the rise, it's no surprise that our FuelCheck App is immensely popular. FuelCheck offers customers real-time pricing data for all fuel types supplied by over 24,000 service stations. The App has clocked over 2.1 million downloads and sees 21,000 daily visits, while the FuelCheck website averages another 15,000 visits daily. Customers have given FuelCheck a satisfaction rating of 93.2%, while the native apps have a 4.7-star rating at the app store.
Since FuelCheck's introduction it has delivered transparency and saved customers millions of dollars at the bowser due to having an oversight on pricing and encouraging competition in the marketplace. We estimate customers are saving anywhere between $800-$936 each year based on consumption. We've utilised machine learning and smart AI to improve the product based on real-time customer feedback to improve customer experience. FuelCheck's success in NSW has made other states take notice and have introduced similar solutions.
On weekends, I enjoy...
Playing farmer on my property in the Hunter Valley. We have 40 acres to play in and its where we raise our black Angus cattle. We also have a dog, rusty and lots of kangaroos and wombats. It's been extremely wet out in the paddocks lately with the recent rains and floods; it's certainly caused havoc with access to the property. I enjoy having the flexibility to be in the city when I need to be and returning when we can to enjoy peace and quiet.