Partners in Technology 15 March 2024
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PiT briefing at State Library of Queensland Chris McLaren - Queensland Government Chief Customer and Digital Officer Building a thriving Queensland digital economy Rob Champion - Queensland Government Chief Information Security Officer Cyber Security
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Partners in Technology 15 March 2024
- 1. PARTNERS IN TECHNOLOGY Queensland Government Customer and Digital Group Friday 15 March 2024 – State Library of Queensland
- 2. Building a thriving Queensland digital economy Chris McLaren | Queensland Government Chief Customer and Digital Officer
- 3. Queensland Government Customer and Digital Group • 1900 staff • 96 locations • whole-of-government services 24x7, every day to customers, communities and government. CREATING.CONNECTING 3
- 6. Digital inclusion Digital skills Digital infrastructure and regional connectivity Digital First Nations Digital inclusion Digital channels, platforms and products Cyber security Core customer and digital delivery Foundational digital policies and frameworks Data analytics and sharing artificial intelligence Service innovation and improvement Customer service excellence Queensland Government digital uplift Workforce capacity, capability and culture Foundational Digital economy Digital customer and government Objectives and priorities 6
- 7. Digital CUSTOMER Digital customer and platform approach Auscontact state and national excellence award winners New contact centre as a service Tell us once development complete 120M+ customer interactions through Smart Service Queensland 94% customer satisfaction 2023 Customer sentiment survey and dashboard Digital chat service. 7
- 8. Digital ECONOMY Additional $57M infrastructure secured - Regional Connectivity Program Round 3 Launched LGAQ, Queensland Government and Starlink partnership 2 First Nations digital service centres – Cherbourg and Palm Island Regional digital playbook Increasing device ownership to people with a disability and students across rural, remote and First Nations communities Reached over 307K+ digital career campaign 7700+ trained in digital skills Building Digital Equity for people with a disability. 8
- 9. Digital GOVERNMENT Data sharing framework Commonwealth digital identity engagement Single touch payroll Cyber Hazard Plan AI guidance, policy and capability Draft Fast AI Risk Assessment Framework. 9
- 10. Digital GOVERNMENT 90% customer satisfaction with CITEC 88% customer satisfaction with QSS services 100% customers consider CAA services value for money CUSTOMER SATISFACTION 10
- 11. Digital GOVERNMENT QChat is a virtual assistant for Queensland Government staff, developed by the QGCDG’s AI Unit Performs a range of tasks such as composing briefing notes, summarising official documents, brainstorming solutions, and developing or reviewing code, all in line with Queensland Government regulations and ethical standards. QChat 11
- 12. Digital GOVERNMENT DIGITAL WORKFORCE 176digital graduates 69work placements for neurodiverse and First Nations people 84Certificate 4 cyber security graduates GWN Major Project Award Premier’s Award finalists – First Nations Digital Business Centre QSS celebrates 20 years 12
- 13. Digital GOVERNMENT STOPPED 2.2B+ cyber security attack events and blocked 100% attempted denial of service attacks 621 QGRN services 2.6M information brokerage citizen transactions per year $23.4B vendor payments 2.1M+ pays delivered (QSS and CAA) 96% human-centred design training satisfaction 13
- 14. 2024 priorities
- 15. Digital CUSTOMER Most Queenslanders prefer the convenience of digital self-serve 73% of Queenslanders would prefer to transact online with Queensland Government for information searches, applications and payments. Online is viewed as easy, convenient and faster. Other less commonly mentioned benefits are avoiding queues and people interactions and better for carer responsibilities. 78% of businesses would prefer to transact online with Queensland Government for information, applications and payments. Online is preferred because it’s easy, convenient and faster. Other less common reasons are avoiding queues, no interaction with people and a digital record. Source: 2023 whole-of-government customer satisfaction survey. 71% want a single login for Queensland Government They want more joined-up, secure and simpler digital services. Ideas To improve Queensland Government services delivery (unprompted). #1 – better digital services ‘Access all in one app’ ‘Simplify online services’ ‘Streamline related services, so don’t have to chop and change around different apps or websites’ 15
- 16. Digital CUSTOMER Better digital services for Queenslanders that are trusted and easy to use 16
- 19. 19 Digital GOVERNMENT ERP Shared Services AI policy and enablement Target architecture Digital identity Data centre relocation New Digital Design System.
- 20. 20 Expand First Nations Digital Service Centre Network Complete delivery of Digital Professional Workforce Action Plan RegTech solution Digital Inclusion strategic plan Digital Inclusion hub Queensland Digital Infrastructure Plan Digital ECONOMY
- 21. 21 Digital ECONOMY First Nations Digital Careers Program growth Complete LEO implementation in First Nations communities Expanded Queensland digital connectivity initiatives ICT Category Plan
- 22. 22 PARTNER with us • Support our vision and priorities • Lean in: Inclusion, First Nations, skills, innovation • Don’t sell. Listen, understand, challenge, solve • Treat us like one customer, don’t ‘divide and conquer’ • Tell us what we can be doing better • Show us what you are doing to help us do better • Do what you say you will do, do it with excellence • Talk straight, tell it like it is.
- 24. Cyber Security Rob Champion Qld Government Chief Information Security Officer Partners in Technology 15 March 2024
- 26. Priorities 26 Planning for significant cyber incidents https://www.disaster.qld.gov.au/
- 29. Howcanyouhelp? 29 Expect to be a target Develop and test your incident response plan Uplift Cyber Hygiene Yours and your customers’ Implement the Essential 8 Invest in skills & resources Report incidents Help build a picture of the threat environment
- 30. Thank you You can find me at: cybersecurityunit@qld.gov.au
- 31. Q&A Panel Partners in Technology Briefing Thank you for coming – see you next time!
Editor's Notes
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- The changing cyber threat environment Continues to deteriorate Speed, Scale & Impact of malicious cyber activity is increasing Fastest changing risk organisations face / ready to deal a cyber crisis. Cyber crime BEC Ransomware -> Hack & leak Range of high profile cyber incidents Nation States LOTL – Volt Typhoon Espionage Prepositioning for destructive attack 5-Eyes collaboration Issues Motivated Groups Supporters of various causes Climate debate Wars Law Enforcement & disruption AFP / QPS Lockbit, Medibank hacker Shifts in stakeholder expectations Privacy – mandatory Critical Infrastructure / SOCI Collaboration & disclosure Ransomware reporting QUAD / AUKUS Ukraine & Gaza conflicts / spillover and targeting risks 2032 Olympics Economic model Failure to build and maintain trust
- Planning for significant cyber incidents National and State Arrangements Cyber Specific Hazard Plan under State Disaster Management Arrangements Annual WoG Cyber Exercises 120 attendees (Oct 2023) - Sky Scriber planning commencing for later this year Federal Govt Critical Infrastructure Exercise Program Cyber Defence Centre / IR Panel Arrangements Embedded in the CDC Prepare and conduct IR QGIF Continue strong partnership with ASD & Home Affairs States & territories Local & State Elections March 16 (Tomorrow) October 26
- WoG Cyber Program $73.5 over 4 years Technical controls continuing to be enhanced Focus on leveraging the M365 investments CTI Attack surface & vulnerability Security testing and Exercising capability CSU Program $73.5M Uplift Depts, Stat Bodies & LGAs - GOCs Roll out core services to wider range of Govt bodies. Deliver XXX Services to YYY agencies IS18 Review ISO/IEC 27001:2022 Scope of ISMS Incorporating governance of OT/IOT – not just ICT Supply Chain Security Both Technology & General suppliers Will be working with other jurisdictions to consistent approach Re-envisioning assurance – move from annual to continuous Essential 8 Maturity Continuous assessment – lowering the effort through automation
- Build skills & capability Not just technical skills / also Executives Partnerships with AICD & TAFE TAFE CERT IV – **** 158 ***** Graduates to date AICD Boards Role in Cyber – **** 100 ***** Graduates to date AI & Automation is a risk and an opportunity - for both sides. Sophisticated attacks and responses. Ability to scale and enhance our workforce
- Expect to be a target - Plan & exercise - Not just technical, also client engagement, procurement, operations, legal, HR, finance Adopt a shared risk view Understand your posture & sensitivities uplift cyber hygiene - yourself and your customers - Invest in skills & capability – lift your own supply chain Foster collaboration with peers & partners - Share best practices and lessons learned Report to the ACSC to minimise harm – Join the ACSC Partnership program - Your incident is someone else’s threat intelligence - QG will expect our suppliers to act in best interest of all stakeholders – not just shareholders.