EP#139: People-centred and inclusive: The APS Experience Design Principles

In this special NAIDOC Week edition of Work with Purpose, guest host Kate Driver, CEO of IPPA ACT, leads a powerful and heartfelt conversation celebrating the theme of NAIDOC Week 2025: The Next Generation – Strength, Vision, and Legacy.Kate is joined by two inspiring young First Nations leaders – Luke Stevens, a proud Gimuy Waluburra Yidinji and Kuku-Yalanji man working at the Department of Home Affairs, and Tianie Scott-Knight, a proud Yankunytjatjara, Pitjantjatjara, Anmatyerre, Kamilaroi and Wiradjuri woman and First Nations lead at the Department of Foreign Affairs and Trade.This episode is a tribute to the strength of First Nations peoples and a call to action for deeper understanding, curiosity, and reconciliation within the public sector and beyond.Key tips:Consider cultural identity and the importance of connection to Country when engaging with First Nations in the public sectorStorytelling, music, and art play an important role in shaping First Nations leadershipAllies can support First Nations by walking alongside them and genuinely listening to them. Hosted on Acast. See acast.com/privacy for more information.

In this episode of Work With Purpose, host David Pembroke sits down with Madelaine Magi-Prowse and Dr. Loren Willis from the Behavioural Economics Team of the Australian Government (BETA), Department of the Prime Minister and Cabinet, to explore how behavioural science is reshaping policymaking across the Australian Public Service.Take a behind-the-scenes look at BETA’s multidisciplinary approach – blending psychology, economics, data analysis, and policy expertise – to tackle complex challenges like financial regulation, health decisions, and social policy. This episode highlights the evolution of behavioural insights from simple interventions to sophisticated, evidence-based strategies that drive real-world impact.A standout case study features BETA’s partnership with the Organ and Tissue Authority, where a refreshed DonateLife campaign, including some behaviourally informed messaging, contributed to a 95% increase in organ donor registrations. The discussion also introduces the 4D Framework – Discover, Diagnose, Design and Deliver – a practical tool developed by BETA to help public servants apply behavioural insights in their daily work.Key tips:Tailor your approach using behavioural insights to match how people really behave.Use the 4D Framework to embed behavioural science into your team’s policy work.Back your messaging with evidence to build trust and boost public engagement.Tap into BETA’s online modules to grow your behavioural science skills.Whether you're new to behavioural science or looking to deepen your expertise, this episode offers actionable insights and inspiration to help you put people at the centre of policy.Show notesBehavioural Economics | BETA websiteThe 4Ds: A framework for managing behavioural insights projects | The BETA 4D Framework summaryBE up-skilled | Behavioural Economics | BETA’s Online learning coursesOnline Survey Software | Qualtrics Survey Solutions | The BETA Behavioural Discovery Tool4 Easy Ways to Apply EAST Framework to Behavioural Insights | BIT website   Hosted on Acast. See acast.com/privacy for more information.

On the fifth episode of our APS Reform in Action series, we hear from Laure Yassine and Lisa Jansen from Services Australia, and Carly Harrison from the Australian Public Service Commission, on the development of Services Australia's APS Experience Design Principles – and how you can apply them, even if you're not a design expert.These seven principles – simple, inclusive, tailored, connected, transparent, safe, and trustworthy – help the APS design and deliver people-centred, inclusive services across all channels. Developed through extensive consultation and research, they offer practical guidance for improving both policy and service delivery.Laure Yassine, acting national manager, Business and Customer Architecture Branch, Services Australia, Lisa Jansen, national manager, Digital Product Design Branch, Services Australia, and Carly Harrison, assistant director, Partnership and Engagement, APS Commission, join host David Pembroke, CEO of contentgroup, to explore how these principles are being embedded across the APS to improve outcomes for all Australians.Key tips:1.       Start with simplicity – clear communication and plain language make services more accessible for everyone2.       Focus on outcomes. You don't need to be a design expert to apply these principles effectively3.       Use the principles as a guide. They're a practical checklist to evaluate and improve services across government.Show notesAPS Experience Design Principles | agaGet in touch with the Design Experience Team at Services Australia Hosted on Acast. See acast.com/privacy for more information.

Our APS Reform in Action series returns with a deep dive into bringing stewardship to life in aged care across Australia’s regions.In response to the Aged Care Royal Commission, the Australian Government invested over $13 million to tackle local challenges and service gaps in aged care through a local network of Department of Health, Disability and Ageing staff. Today, the network has an office in each capital city around Australia and nine regional offices, representing the department ‘on the ground’ to support the implementation of aged care reforms.On this episode, host David Pembroke, CEO of contentgroup, is joined by Elsy Brammesan PSM, state manager, NSW/ACT branch and Rebecca McIlroy, acting state manager, WA/SA team at Department of Health, Disability and Ageing, to shine a light on the work of the local network as an extraordinary example of regional stewardship in practice. Together, they canvas the initial pilot project across 8 primary healthcare networks in Australia, and how it has changed aged care policy, service delivery, and local engagement.Key tipsTrust doesn’t grow overnight. Investing time upfront will get you better outcomes further down the roadIf you want to be a good steward, you need local knowledge – engage where it matters mostImplement weekly conversations and regular training with your staff about the challenges they face in embodying stewardship.\This series is delivered in partnership with the Australian Public Service Commission.Show notes$13 million to drive aged care innovation | Department of Health, Disability and AgeingLocal Network contacts | Department of Health, Disability and Ageing Hosted on Acast. See acast.com/privacy for more information.

On today’s episode of Work with Purpose, Danielle Wood, Chair of the Productivity Commission, reflects on how the Commission’s role has evolved—from her early days as a graduate to leading its national reform agenda.As Australia faces slower growth and rising complexity, how can public policy adapt to deliver long-term productivity and social progress?Danielle joins host David Pembroke, CEO of contentgroup, to discuss how the commission continues to provide rigorous, independent advice in the public interest while expanding its focus to the care economy, First Nations policy, and Closing the Gap. She also explores the challenges of lifting productivity in the service sector, the slower impact of new technologies, the importance of diversity in economic leadership, and how to deliver frank advice that drives long-term reform.Key tips:Embed Closing the Gap priorities into your policy and program design to help drive meaningful, long-term changeChampion diversity in economics to ensure a broader range of perspectives and better policy outcomesValue independent advice as a cornerstone of good governance, even when it challenges the status quo.Show notesQuarterly productivity bulletin – March 2025 | Productivity CommissionClosing the Gap Review | Productivity Commission Hosted on Acast. See acast.com/privacy for more information.

On this episode of Work with Purpose, Sean Innis, author of ‘Of(f) Course Minister’, talks about the principle of responsible government – how it has evolved, drifted and, at times, been corrupted.As the dust settles from the 2025 Australian Federal Election, we take a deep dive into the ins and outs of the relationships between public servants, ministers, and parliament. These relationships may be complex, but at their core, they should be rooted in the principle of responsible government. But what does that actually mean?This time, guest host Kate Driver, CEO of IPAA ACT, talks with Sean Innis about the shifts and changes of public administration and Australia’s parliamentary system based on his new book ‘Of(f) Course Minister’. They discuss how transparency, accountability, and responsible government continue to underpin the work of public servants but also face their fair share of challenges. This includes how the two major parties interpret the public service’s role, the balance between personal and institutional relationships, and the tension between short-term fixes and long-term solutions.Key tips:To build rapport with a minister, watch others and learn from one anotherIf you work with ministers, listen closely to see if there is more opportunity to slow things down and focus on more long-term and deep thinking over quick fixesPrioritise continuity of the public service and how it builds relationships with stakeholders and customers, and drives knowledge and understanding.Show notesOf(f) Course Minister | BooktopiaNorthcote-Trevelyan Report | CivilServant.org.auRoyal Commission on Australian Government Administration: report | Analysis & Policy Observatory Hosted on Acast. See acast.com/privacy for more information.

On this episode, Michelle Steele from the Paul Ramsay Foundation talks us through community engagement from a philanthropic and public sector perspective, highlighting the value of listening instead of coming with solutions.When governments engage with communities, it’s usually about a specific program or policy – but what if the first goal was to genuinely listen to the community’s broader needs?On this episode of Work with Purpose, led by host David Pembroke, CEO of contentgroup, Michelle Steele, Chief First Nations Officer at the Paul Ramsey Foundation, draws on her experience working in the public service and philanthropy to explore what the sectors can learn from each other. Michelle also uncovers the power imbalance between funders and communities, and why positive dissent can be crucial to having genuine conversations and slowing down when it’s most needed.Key tips:The philanthropic sector can derisk and scale ideas – make sure to learn from their case studiesFrank and fearless advice applies in community engagement, too. When you engage, make sure you’re open and allow others to be open as wellWhen you try to build consensus, pausing and slowing down isn’t always a bad thing. Make sure you stop to listen. Show notes:First Nations targeted grant round | Paul Ramsay Foundation Hosted on Acast. See acast.com/privacy for more information.

On today’s episode of Work with Purpose, Andrew Walter from the Department of the Department of the Prime Minister and Cabinet and Professor Anne Tiernan from the McKinnon Institute for Political Leadership unpack the caretaker conventions.The Australian federal election campaign is well underway – this means the Australian Public Service is now in caretaker mode. But what does this mean for the day-to-day work of public servants?Host David Pembroke, CEO of contentgroup, speaks with Andrew Walter, first assistant secretary of the Government Division at PM&C, and Anne Tiernan head of research and Professor of Political Leadership at the McKinnon Institute for Political Leadership, walk us through the basics, and talk about how to navigate political and administrative pitfalls. They also clarify when caretaker mode starts and ends, and how you can handle requests for information from ministers.Key tips:Get in touch your portfolio agency’s caretaker team if you have questions on caretaker conventionsIf you’ve never been through caretaker, familiarise yourself with the guidance and speak to team members who have experienced it beforeIf a minister asks for factual information during caretaker period, you can provide it. However, be careful if it’s not the type of information you ordinarily provide, requires significant resources, or is likely to be used for campaign purposes. When in doubt, seek advice.Show notes:Guidance on caretaker conventions | Department of the Prime Minister & CabinetCaretaker Conventions in Australasia | Jennifer Menzies & Anne Tiernan | ANU PressCaretaker conventions | APS Academy 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.ShownotesValedictory: Ray Griggs AO CSC | IPAA ACT Hosted on Acast. See acast.com/privacy for more information.

Trigger warning: themes of mental health/sexual assaultRobin 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 tips:Develop 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.ShownotesGrit n Grace CollectivePublic 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.