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Future of the Public Sector Workforce

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CPA International Public Sector Conference, The Workforce of the future
Rory outlines the shifting demographics of the Australian population and how these Public Sector services are innovated and delivered within an increasingly competitive Australian workforce landscape.

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Future of the Public Sector Workforce

  1. 1. The Public Sector Workforce of the Future Rory Gregg, Partner – Operational Advisory Grant Thornton Australia #cpa2013 @rory_gregg www.rorygregg.com
  2. 2. Agenda• The demographic challenge• Public sector priorities• What needs to be done• Questions© Grant Thornton International. All rights reserved.
  3. 3. Agenda• The demographic challenge• Public sector priorities• What needs to be done• Questions© Grant Thornton International. All rights reserved.
  4. 4. The Demographic ChallengeThe tyranny of distance© Grant Thornton International. All rights reserved. Source: Australian Bureau of Statistcs
  5. 5. The Demographic ChallengeWhere is Australia headed 35.5m people by 2056 64% live in capital cities today© Grant Thornton International. All rights reserved. Source: Australian Bureau Statistics, Population Projections 2006-2101.
  6. 6. The Demographic ChallengeWhat about Queensland? 23% Population growth 2001 to 2011 36.6Median age in QLD© Grant Thornton International. All rights reserved. Source: Australian Bureau Statistics, Population by Age and Sex, 2011.
  7. 7. The Demographic ChallengeWhat about Queensland? 13% are over 65 QLD Hotspots Bribie Island Sunshine coast Gold Coast© Grant Thornton International. All rights reserved. Source: Australian Bureau Statistics, Population by Age and Sex, 2011.
  8. 8. Agenda• The demographic challenge• Public sector priorities• What needs to be done• Questions© Grant Thornton International. All rights reserved.
  9. 9. Public Sector PrioritiesService Deliver – Product & Services – Workforce & Talent Leadership Productivity Performance Agility Service Workforce & Delivery Talent Innovation Innovation Consolidation Workforce Impact Self Service Customer Centricity Barriers Technology Data & Insights Product & Decentralisation Service Outsourcing Innovation© Grant Thornton International. All rights reserved.
  10. 10. Public Sector PrioritiesService Deliver & Product & Services Leadership Productivity Performance Agility Service Workforce & Delivery Talent Innovation Innovation Consolidation Workforce Impact Self Service Customer Centricity Barriers Technology Data & Insights Product & Decentralisation Service Outsourcing Innovation© Grant Thornton International. All rights reserved.
  11. 11. Public Sector Service DeliveryWhat do politicians expect? Consolidation Shared services models Standardisation Economies of scale Smaller workforce More for less© Grant Thornton International. All rights reserved.
  12. 12. Public Sector Service DeliveryWhat do the public ask for? Convenience Easy access to services Human help when they need it Resolve issues first time Source: NSW Government , Voice of Customer Research 2012© Grant Thornton International. All rights reserved.
  13. 13. Customer ServiceMajor trends in the private sector Self service Smartphones and Tablets E-commerce Multi-channel Kiosks Showrooming Image: Forbes© Grant Thornton International. All rights reserved.
  14. 14. Customer ServiceMajor trends in the private sector Breaking Down Barriers Concierge style services Personal account managers Building personal connections Future concept for retail banking – Deutsche Bank Retail Banking 2013 Commonwealth Bank, Deutsche Bank© Grant Thornton International. All rights reserved.
  15. 15. Impacts on Customer ServiceAvoiding the pitfalls Big Data Are you measuring the right things? Measurement costs? Impact on customers? Workflow changes? Will prices need to increase?© Grant Thornton International. All rights reserved.
  16. 16. Turning Data Insights into InnovationThe Big Data conceptual model Find the evidence "Product & Build a hypothesis Service Experiment with clients Innovation" Measure A huge structural leap for most workflows and organisations Continuous Iterative Change© Grant Thornton International. All rights reserved.
  17. 17. Public Sector PrioritiesProduct & Services & Workforce & Talent Leadership Productivity Performance Agility Service Workforce & Delivery Talent Innovation Innovation Consolidation Workforce Impact Self Service Customer Centricity Barriers Technology Data & Insights Product & Decentralisation Service Outsourcing Innovation© Grant Thornton International. All rights reserved.
  18. 18. Workforce ImpactsSignificant organisational change Continuous Change KPIs Training Instability Engagement More or less autonomy? Amazon has stable logistics processes Innovation occurs mostly via website© Grant Thornton International. All rights reserved.
  19. 19. Customer Centricity - Regional AreasImpacts and Opportunities High speed Internet Reduced travel Rapid access to expertise Multi-channel delivery Different skill mix on ground Decentralised models become much more efficient Distance learning and telemedicine© Grant Thornton International. All rights reserved.
  20. 20. Economic Impact of Service ChangesPublic sector jobs critical to regional economies 8% 13%or more are over 65 workforce QLD Hotspots Bribie Island Industry = Sunshine coast Public admin or safety Gold Coast© Grant Thornton International. All rights reserved. Source: QLD Office of Economic and Statistical Research, 2011.
  21. 21. Economic Impact of Service ChangesPublic sector jobs critical to regional economies 13% 7% or more are over 65 workforce QLD Hotspots Bribie Island = education Industry Sunshine coast Gold Coast© Grant Thornton International. All rights reserved. Source: QLD Office of Economic and Statistical Research, 2011.
  22. 22. Private Sector DeliveryOpportunities and threats Outsourcing Flexibility Economies of scale Scope uncertainty Cost measurement and management Risk management Supplier default/insolvency Source: Sydney Morning Herald, Reed Construction Hastie Group collapse impacted Gold Source: News Ltd, Collapse impacted NSW Transport, 2012 Coast Hospital, 2012© Grant Thornton International. All rights reserved.
  23. 23. Public Sector PrioritiesService Deliver & Workforce & Talent Leadership Productivity Performance Agility Service Workforce & Delivery Talent Innovation Innovation Consolidation Workforce Impact Self Service Customer Centricity Barriers Technology Data & Insights Product & Decentralisation Service Outsourcing Innovation© Grant Thornton International. All rights reserved.
  24. 24. Public Sector WorkforceFuture workforce priorities Strengthening public sector leadership Addressing declining productivity Wages are just one component of the Performance productivity challenge management priorities Investing in building an agile and engaged workforce© Grant Thornton International. All rights reserved.
  25. 25. Public Sector WorkforceStrengthening Public Sector Leadership • Leadership Behaviours • Remuneration Flexibility • Developing Leaders© Grant Thornton International. All rights reserved.
  26. 26. Public Sector WorkforceAddressing declining productivity Address workforce mobility and agility to unlock productivity gains Foster innovation and collaboration across Agencies to fill productivity gaps What gets measured gets managed© Grant Thornton International. All rights reserved.
  27. 27. Public Sector WorkforcePerformance management priorities Engage employees through regular formal and informal feedback processes Empower leaders with tools that differentiate performance and rewards© Grant Thornton International. All rights reserved.
  28. 28. Public Sector WorkforceBuilding an agile and engaged workforce Increase flexibility of systems to allow development of agile workforce Engage employees through regular formal and informal feedback processes Strengthen the links between agency succession planning and individual career planning© Grant Thornton International. All rights reserved.
  29. 29. Agenda• The demographic challenge• Public sector priorities• What needs to be done• Questions© Grant Thornton International. All rights reserved.
  30. 30. What needs to be done Investing in leadership, frameworks to reward and foster desired leadership behaviours Strengthen performance management Review the rigid job classification and grading scheme to allow for greater workforce agility© Grant Thornton International. All rights reserved.
  31. 31. Q&A Rory Gregg Partner – Operational Advisory T +61 2 8297 2531 E rory.gregg@au.gt.com #cpa2013 @rory_gregg www.rorygregg.com© Grant Thornton International. All rights reserved.
  32. 32. Acknowledgements“Australian Key Innovation Indicators Data Card“, Australian Department of Industry and Innovation (Nov 2012).QLD Office of Economic and Statistical Research, 2011. Maps of QLD employment by industry.Sydney Morning Herald, Reed Construction Collapse, 2012News Ltd, Hastie Group collapse impacted Gold Coast Hospital, 2012Australian Bureau Statistics, Population by Age and Sex, 2011.© Grant Thornton International. All rights reserved.

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