EP#158: Why public service matters: Rob Heferen on systems, service and trust

What does it take to lead with purpose in one of Australia’s most complex public institutions? In this episode of Work with Purpose, we hear from Rob Heferen, Commissioner of Taxation, about the responsibility of public servants to build trust, improve systems, and deliver better outcomes in complex, high pressure environments.  Rob Heferen looks back on a career spanning tax policy, major reform and public sector leadership, from his early days in customs to leading the Australian Taxation Office.In this conversation with host David Pembroke, CEO of contentgroup, he shares what has shaped his approach to leadership and what sets public service apart: the opportunity to work for something bigger than yourself and improve outcomes for the public as a whole. Rob and David discuss the importance of developing expertise, communicating clearly, working collaboratively, and leading change carefully in environments shaped by complexity, risk and rapid technological change.  Key tips: Develop deep expertise quickly but always keep sight of the bigger picture. Communicate clearly and avoid speaking in specialist jargon or code. Be someone people want to work with: reliable, collaborative and trusted. Stay grounded in the mission of public service and focus on better outcomes for the public. In complex, high-risk environments, lead change carefully, but do not lose the confidence to think bigger and act bolder.  Show notes: Australia’s Future Tax System Review | Australian TreasuryAustralian Taxation Office  ATO AI transparency statement | Australian Taxation DepartmentThe Tyranny of Merit | Michael Sandel Hosted on Acast. See acast.com/privacy for more information.

Medicare Urgent Care Clinics offer free, walk-in care for urgent but non-life-threatening health issues. In this episode, we explore how the Department of Health and Aged Care turned a good idea into a service that’s taking pressure off busy emergency departments across Australia.Since opening in June 2023, Urgent Care Clinics have cared for over 2 million people and grown rapidly from an initial 50-clinic commitment to more than 90, with 137 expected by the end of 2025–26. It’s an impressive example of delivery at pace in the public sector, earning the Urgent Care Clinics team the 2025 Spirit of Service People’s Choice Award.Led by Adam Nettheim, Chief Customer Officer at Commonwealth Superannuation Corporation, Sarah Sinclair, Assistant Secretary, Urgent Care Branch and Sarah El-Sabagh, Director, Urgent Care Policy and Evaluation from the Department of Health, Disability and Ageing, this episode unpacks the practical decisions and partnerships behind this scale-up, with lessons you can apply in any service or program. They dive into what it takes to stand up quickly, build confidence with partners and providers, and make access easier for communities.*The People’s Choice Award is proudly sponsored by Commonwealth Superannuation Corporation.Key TipsDesign around the user: build services to fit real lives, remove friction, make access simple, and focus on what people need in the moment.Move at pace by partnering well: strong relationships across the system are the engine room of delivery.Keep listening after launch: build feedback loops early so you can improve in real time, not “set and forget”.Stay anchored to outcomes: success is a better experience for people and less pressure on frontline services. Hosted on Acast. See acast.com/privacy for more information.

How does the government actually buy the things that keep Australia running, from everyday supplies to major infrastructure?In this episode of Work with Purpose, host Kate Driver speaks with Richard Windeyer, former Head of the APS Procurement and Contract Management Profession, and Deputy Secretary of the Department of Finance, along with Andrew Marsden and Kim Hunter, partners at O’Connor Marsden, to unpack something that quietly shapes almost every part of Australian life: government procurement.From paper clips to submarines, every ambulance, bridge, hospital, IT system, and research project has to be bought, managed, and justified. Together, our guests explore how more than $100 billion of taxpayer money each year is turned into public value, why integrity and transparency matter as much as price, and how both public servants and suppliers can navigate this space with confidence – especially in light of the recent changes to the Commonwealth Procurement Rules.Key Tips1. Start early: the most important procurement decisions happen at the beginning, when defining the problem, engaging the market, and designing the right approach.2. Talk to the market and do it well: early, transparent engagement helps agencies understand what is possible and leads to better outcomes while maintaining strong probity.3. Integrity and transparency make decisions defensible: managing conflicts of interest, documenting decisions clearly, and ensuring fairness are essential to maintaining public trust.4. Procurement is everyone’s business: if you design, approve, or manage work involving suppliers, you play a role in how public money delivers public value.Show Notes2025 Commonwealth Procurement Rules | Department of FinanceAustralian Government Contract Management Guide | Department of FinanceProcurement | Department of FinanceCommonwealth Procurement and Contract Management Training Suite | Australian Public Service Academy Hosted on Acast. See acast.com/privacy for more information.

Trigger warning: themes of mental health/sexual assault.Robin Edmonds from the Department of Infrastructure, Transport, Regional Development, Communication and the Arts and Joey Ballantyne of Grit n Grace Collective talk about neurodiversity, developing a strong sense of self, and supporting people to learn and work in a way that helps them thrive.When Joey Ballantyne, founder of Grit n Grace Collective, speaks about breaking the survive/burnout cycle, and her late autism diagnosis, it comes from the heart. Driven by her own experience, she started her own neuro-affirming professional development program, built to empower atypical women in the workplace.In this special Work with Purpose conversation, Joey and guest host Robin Edmonds, co-chair and co-founder of the Australian Public Sector Neurodiversity Community of Practice and assistant director, Media Reform at the Department of Infrastructure, Transport, Regional Development, Communication and the Arts, shed light on the experiences of neurodivergent women in the workplace, and the specific challenges they face. They also talk about ways to get to know yourself, and how managers can build inclusive team cultures that benefit everyone.Key TipsDevelop a strong sense of self and what you need in a work environment to succeedAs a leader, give agency to your staff to show you how the work best. For example, ask people how they want to receive feedbackBe clear about meeting purposes, take notes, and give people time to process.Show NotesGrit n Grace Collective Public Sector Neurodiversity Community of Practice | Australian Public Service Commission2024 APS Census | Australian Public Service Commission Hosted on Acast. See acast.com/privacy for more information.

On this episode of Work with Purpose, we hear from Ray Griggs AO CSC about what working in the navy has taught him about taking and giving feedback, and why difficult conversations are part and parcel of becoming a better leader.Ray Griggs AO CSC looks back at a long and distinguished career in the public sector – from Australia’s Defence Force to most recently the Department of Social Services. Along the way, he navigated many difficult conversations, had his views contested, and at times, had to manage failure. In this conversation with host David Pembroke, CEO of contentgroup, he tells us how these challenges contribute to growing as a leader – and as a human.They also discuss managing large-scale change in complex environments, why you should always do your own fact-checking, and how solutions through new technologies need to be co-designed with Australia’s communities.Key tips:How you respond to people’s views and ideas is crucial. Respond the way you’d like your own leaders to respond to you.Never neglect doing your own fact checking. Once you launch into the process, your credibility can be at risk.Work out how real a timeline is. Sometimes we impose unrealistic timelines on ourselves. Hosted on Acast. See acast.com/privacy for more information.

In this landmark episode of Work with Purpose, host David Pembroke sits down with Her Excellency the Honourable Ms Sam Mostyn AC, Australia’s 28th Governor-General, for a deeply personal and wide-ranging conversation recorded at Government House.Marking one year and one day since her appointment, the Governor-General reflects on her journey from suburban Canberra to one of the nation’s highest offices. She shares insights into her upbringing, career, and the values that guide her leadership – care, kindness, and respect.Listeners will gain a rare glimpse into the evolving role of civic institutions, the importance of inclusive public service, and the power of storytelling in shaping national identity. From her early volunteerism to her work in law, sport, climate, and social justice, the Governor-General’s story is one of curiosity, courage, and commitment to community.In this episode, you’ll hear about her path to Governor-General, why care, kindness, and respect are central to her vision for modern leadership and public service, and how her diverse career shaped a holistic view of Australia’s institutions and the people who power them.This episode is a must-listen for anyone who cares about Australia’s future, the role of public service, and the values that bind us together.Key tipsChampion civics education. Help build a more informed and engaged society by promoting understanding of Australia’s democratic systems and institutionsCollaborate across sectors. Break down silos between public, private, and community sectors to foster innovation and shared purposeLead with compassion. Embed care and kindness into everyday decision-making – whether in policy, leadership, or community engagement. Hosted on Acast. See acast.com/privacy for more information.

Have you ever considered what it takes to design public services that keep pace with technology while staying genuinely human-centred?In this episode of Work with Purpose, IP Australia Deputy Director-General Margaret Tregurtha joins Wendy Cohen, Deputy CEO of IPAA, to explore how modern public institutions can foster innovation, build trust and deliver services that meet evolving community needs.Listeners will gain a clear understanding of how intellectual property underpins Australia’s economic and cultural wellbeing, why recognising and protecting First Nations knowledge is essential to a fair and modern IP system, and what responsible adoption of emerging technologies like AI really looks like in practice.The conversation also highlights the mindsets and capabilities needed to drive meaningful change inside government, from embedding transparency and inclusion to creating cultures that support curiosity and continuous improvement. It offers a practical and grounded look at what it takes to build public services that are trusted, adaptive and ready for the future.Key TakeawaysHuman centred design is essential for modern public services.True transformation happens when services are built around people's real needs and expectations, not just new technology.Protecting First Nations knowledge strengthens Australia's innovation system.Recognising and safeguarding Indigenous Cultural and Intellectual Property is vital for fairness, cultural resilience and a modern IP framework.Responsible innovation depends on clear governance and a culture of curiosity.Emerging technologies like AI deliver public value only when supported by strong risk frameworks, purposeful leadership and teams empowered to learn and experiment. Hosted on Acast. See acast.com/privacy for more information.

In this special International Men’s Day episode, Work with Purpose host David Pembroke, Founder and CEO of contentgroup, brings together two senior public sector leaders to explore what male role modelling looks like in practice, not in theory.Deputy Secretary David Mackay (Regions, Cities and Territories, Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts) and Michael Pohl (National Manager for Smart Centres across Regional NSW and the ACT at Services Australia) share candid reflections on leadership, identity, caregiving, cultural background, and the real pressures of balancing demanding roles with busy family lives.Listeners will hear lived experience, practical behaviours, First Nations perspectives, and personal stories that illuminate the difference male leaders can make in shaping respectful, healthy public sector workplaces.Key TipsPeople remember how leaders make them feel: small moments of validation or dismissal shape workplace culture more powerfully than formal feedbackLead with questions, not answers: curiosity and humility help unlock team insight, build trust, and create stronger decisionsNormalise shared caregiving: taking parental leave and protecting family time strengthens leaders and helps shift outdated gender normsBe honest about the chaos: vulnerability creates psychological safety and helps teams feel understood and supported Show Notes Coro Canberra (David Mackay’s choir)Hartley Cycle Challenge (Michael’s charity ride) Hosted on Acast. See acast.com/privacy for more information.

In this special International Men’s Day episode, Work with Purpose host David Pembroke, Founder and CEO of contentgroup, brings together two senior public sector leaders to explore what male role modelling looks like in practice, not in theory.Deputy Secretary David Mackay (Regions, Cities and Territories, Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts) and Michael Pohl (National Manager for Smart Centres across Regional NSW and the ACT at Services Australia) share candid reflections on leadership, identity, caregiving, cultural background, and the real pressures of balancing demanding roles with busy family lives.Listeners will hear lived experience, practical behaviours, First Nations perspectives, and personal stories that illuminate the difference male leaders can make in shaping respectful, healthy public sector workplaces.Key TipsPeople remember how leaders make them feel: small moments of validation or dismissal shape workplace culture more powerfully than formal feedbackLead with questions, not answers: curiosity and humility help unlock team insight, build trust, and create stronger decisionsNormalise shared caregiving: taking parental leave and protecting family time strengthens leaders and helps shift outdated gender normsBe honest about the chaos: vulnerability creates psychological safety and helps teams feel understood and supported Show Notes Coro Canberra (David Mackay’s choir)Hartley Cycle Challenge (Michael’s charity ride) Hosted on Acast. See acast.com/privacy for more information.

Have you ever wondered how political leaders decide which issues make it to the top of the agenda?In this episode of Work with Purpose, host David Pembroke speaks with Professor Liam Smith and Dr Connor Wynn from Behaviour Works Australia to explore how politicians make high-stakes decisions under pressure and what the public sector can learn from the process.Drawing on extensive behavioural research, Smith and Wynn reveal how political leaders rely on heuristics, or mental shortcuts, to navigate complexity, limited time and competing demands. They explain how community sentiment, emotion, political capital and timing influence which policies rise to prominence, and how these forces shape outcomes across government.Listeners will learn how understanding the psychology of decision making can help them engage more effectively with ministers, anticipate shifting priorities and design advice that resonates. This is an engaging conversation about influence, timing and the human side of leadership in government, offering practical guidance for anyone working in or alongside the Australian Public Service.Key tips:Use the “wait and see” principle. Recognise when an issue is gaining traction and be ready to act when political and community momentum align.Seize the moment. Identify windows of opportunity created by events, media attention or public pressure, and present advice when decision makers are most receptive.Think like your audience. Understand how leaders and communities perceive an issue, and frame advice using real-world perspectives and public sentiment, not just technical evidence.Show notes:Behaviour Works Australia – behavioural science research and case studies: behaviourworksaustralia.orgHow the political elite make decisions - Wynn - 2025 - Australian Journal of Public Administration - Wiley Online Library Hosted on Acast. See acast.com/privacy for more information.