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Navigating Digital Government

8.00am Registration

8.45am Welcome by AIIA Master of Ceremonies Beverley Head Freelance Journalist

8.50am Opening Remarks John Paitaridis AIIA Chair

9.00am

Professor Genevieve Bell College of Engineering and Computer Science ANU SciencefictionauthorWilliamGibsononce famouslyremarkedthat“thefutureisalreadyhere, itisjustunevenlydistributed.”Itwasapointed thoughtbackin2003whenhefirstwrote,itremains

sonearlyfifteenyearslater.

Whatifthefutureweareworryingaboutwerealreadyhere,oratleastfarmoredistributedthanweimagine.Afterall,wehavebeentalkingabout“digital”forquitesometime,andnewtechnologieshavecontinuedtoemergeandolderoneshavematuredordisappearedandforhumans beings(ascitizens,consumers,culturalactorsandcommunities)manyofthesameconcerns,challengesandopportunitieshavepersisted.Somightweunpacktheideaofthe“digitaltransformation”?

Perhapsbylocatinginalongerhistoryoftechnological,marketand culturalwatershedsandbyregardingitasapossiblemomentfora structuredandpointedintervention.

• Doesthiscurrentdigitaltransformationrepresentafundamental restructuringoftechnology,marketsandculturalforces?• Whatareearlysuchmomentsandwhathappenedasaresultof them?• whatcanwelearnfromthathistoryandhowmightweapply thoselessonsnow?• Buildingsomething(new)forthepresent/future

TheFutureisAlreadyHere:makingsenseof“thedigitaltransformation”

Navigating Digital Government Howtechnologyistransforming

thecustomerexperience

9.35am

10.10am

Dan Bognar SeniorVicePresident, APACSolutionsEngineering,CloudSales,Industries andInnovationSalesforce

Thissessionwillprovideexamplesof,anddiscusshow technologiessuchasAI,machinelearning,virtualreality, semanticcomputingetcaredrasticallychangingthe

natureofthecustomerserviceexperience.

• Whatdothenewmodelslooklike?• Howisthecustomerexperiencechanging?• Whataretheimplicationsforcustomers,forserviceproviders, businessandforgovernment?

HowAI,MachineLearningandother‘DataSmart’TechnologiesareTransformingtheCustomerExperience

Morning Tea10.40am

Ed Husic MP, ShadowMinisterforEmploymentServices,WorkforceParticipationandFutureofWork. ShadowMinisterfortheDigitalEconomy

WiththePaceofTechnologyChange,What‘Experience’doCustomersExpectandHowRelevantandRealisticisitforGovernmenttoKeepPace?

Customersroutinelyexpectthesamelevelofservice irrespectiveofwhethertheyengagewiththeprivateor publicsector.Astechnologyincreasinglyfacilitatesnewwaysforgovernmentandcitizenstoconnect,howrealistic,evendesirable,isitforGovernmenttomeettheexpectationsofthemodernday customer?

• HowdoesGovernmentneedtopositionitselfintheuseof technologiessuchasAI,machinelearningetc?• Shouldtherebeamoretransparentbipartisancommitmentto governmentskeepingpacewiththenewservicedelivery technologiesandmodels?• Whatdoessuccesslooklikeintermsofeffectivegovernmentservice deliverynowandintothefuture?

Adi Kavaler, Global Vice President, Products & Strategy Application Delivery Management HewlettPackardEnterprise

Theimperativeforimprovedsoftwaredeliverymustbea clearROI–ideallyforboththecustomerandsoftware provider.

• WhatistheROIofnewsmart,datadrivensoftwaredev,text anddelivering?• Whatarethebetteroutcomestobeachieved?• Arethebenefitsexponentialcomparedtowhatisonoffernow?• Aretheyworththetrouble?

HowareTechnologiessuchasAI,MachineLearning, VirtualAssistants,NaturalLanguageProcessingReducingtheCostofSoftwareDevelopmentLifecycleCycle(SDLC),ImprovingbusinessesperformanceandDeliveringBetterOutcomesfortheirusers?

Withnewdigitaltechnologiespushingthebarriersintermsofautomation,theuseofdata,sophisticatedanalytics,cognitivecomputing,robo-adviceetc,whatdoesthecitizencentricparadigmofthefuturelooklikefor governmentservicedelivery?

• Istheendofhumanpoweredsupportuponus?• What’stheobjective–Efficiency?Quality?Convenient?• Dopeopleortechnologydoitbetter?Doesitmatter?• Whatarethepotentialequityissuesifthisisthecaseandareweat riskofafutureofpremiumversusbasicservicedelivery?

Panel:TheCustomerPerspective

11.00am

11.30am

12.00pm

Nerida O’LoughlinInterim New Chief Executive OfficerDigital Transformation Agency

AsAI,MachineLearning,Robo–advice,SemanticComputingetcbecomeincreasinglysophisticated,thenatureofhowservicesareaccessedanddeliveredissubjecttoexponentialchange.

The‘onesizefitsall’modelisincreasinglyoutdated.

• Whatdoesthismeanforthedesignofgovernmentservicedelivery?• HowdoesthecurrentDigitalTransformationAgendaaccommodate theforthesenew(andother)technologydevelopments?

ArtificialIntelligence,MachineLearning,CognitiveIntelligence,RoboticsandQuantumComputing:TheNewWorldCustomerExperience

Digital technology and the implications of customer service expectations on Government policy and service delivery

Expertsfromtheprivateandpublicsectorwillexaminethecurrentandfuturepolicyimplicationsofemergingdigitaltechnologiesthatareincreasinglyautomated,basedonsophisticateddataandalgorithmsanddonotrequireanyhumanintervention.

ModeratorRob FitzpatrickChief Executive Officer AIIA

S T R E A M AResponding to the digital expectations of customers: Managing the internal challenges of innovation, risk and governance Thesesessionsincludeexpertsfromthe privateandpublicsector.Theywill considertheinternalchallengesof implementingandoperatingdigital services:implicationsintermsofrisk mitigationandmanagement,governanceframeworks,accountabilitiesand encouragingandmanagingongoing innovation cycles.ModeratorTerri Anderson, Venafi

S T R E A M B

1.30pmGetting it Really Right: How the National Disability Agency is leveraging technology to empower people with disabilities• What have been the challenges?• What are the lessons learnt to date? • What are the policy implications of using

technology in this context?• What are the broader implications for

government service delivery?

Louise Glanville, Deputy CEO for Governance and Stakeholder Relations, National Disability Insurance Agency

1.30pmWhy Data, Analytics, AI and Machine Learning now need to have board level attentionDatanowdriveseverythingandwill continuetodosoasorganisationsseektoobtaingreaterinsightsusingadvancedanalyticstechniquessuchasAIand machinelearning.The2016AIIADataandAnalyticsSurveyshinesthelightonwhatAustralianorganisationsaredoinginternallywithdata,wherethey’redoingwell,wherethey’restrugglingandofferssome

Moderator: Rob Makin Group Manager, Data Centre GroupLenovoAustraliaandNewZealandDan Bognar Senior Vice President, APAC Solutions Engineering, Cloud Sales, Industries and Innovation, SalesforceAdi Kavaler Global Vice President, Products and Strategy Application Delivery Management,HewlettPackardEnterprisePeter Alexander First Assistant Secretary Projects, Procurement and Assurance, Digital Transformation AgencyGary Sterrenberg Chief Information Officer,DepartmentofHumanServices

Lunch12.30pm

2.00pmDriving human progress with artificial intelligence systems Ascomputingsystemsbecomemorepowerful,therealityofartificialintelligenceisfastapproaching.Tohelpcustomerswiththisreality,DellEMCDellEMChasdevelopedanopenstandard,andscalableartificialintelligencearchitecturethathasbeenacceleratinginnovationforhundredsofourclientsaroundtheworld.Thistalkwillshareinsightstothejourneythatmanyofourclientsembarkedon,thechallengesthattheyfaced,andtheoutcomestheyhaveachievedwithartificialintelligence.

Andrew Underwood, High-performance Computing LeaderDellEMC

2.30pmPanel: A Policy Perspective • Whatpolicyrelatedissuesdoesthe applicationofnewtechnologies suchasAI,machinelearning, cognitiveanalytics,naturallanguage processingetcinthecustomer

S T R E A M A

suggestionsastohowpublicand organisationscanworktogethertoensurethatdata-driveninnovationcanbe implementedtoenableAustralia’s continuedeconomicgrowth.

Roger Kermode, Chair AIIA Data AnalyticsSpecialInterestGroup

2.00pmDriving citizen confidence in AI technologies• Whatneedstobedoneto drivecustomerconfidenceinnew, smartdigitaltechnologies?

Joana Valente, AdvisoryOceaniaDigitalGovernmentLeader

2.30pmPanel: Internal and Risk Perspective• Istherea‘disconnect’between whatcustomersexpectandwhat canbedelivered‘riskfree’?• Isdigitaltechnologychangingthe

S T R E A M B

Maryanne Diamond, General Manager of Community Linkages and Engagement, National Disability Insurance Agency

serviceenvironmentraise?• Arethesenewand/ordifferentto currentconsiderations?• Towhatextentisitnecessaryfor policy frameworks to be more agile inrespondingtotheapplication ofnewdigitaltechnologies?Howis thisachieved?

Leif Hanlen Business Development and PreSales Technical, Data61

Tania ChurchillSenior Data Scientist, AUSTRAC

Andrew Underwood, High-performance Computing LeaderDellEMC

conceptofrisk?• Whatarethetrade-offs?• What‘protections’,ifanyare needed?

Rajesh Govindan, Head of Finance, Aust & NZ, AMP Capital

Rohan Baxter, Senior Director of Data Science, ATO

Optus

Ric ClarkeDirector, Emerging Data & Methods MethodologyTransformationBranch MethodologyDivision,AustralianBureauofStatistics

Afternoon Tea3.00pm 3.30pm GovernmentServiceDelivery:BeyondAlandMachine

Learning Mr Aki Ohashi Director of Business Development PaloAltoResearchCentre(PARC)

Recently,itseemsthewholeworldhasstartedusing ArtificialIntelligence(AI)foreverythingfrommaking purchasingrecommendationsonlineandsettingthe temperatureonyourthermometer,tocontrolling

machinesinfactoriesanddrivingtrucks.

Buttheinabilityforthesesystemstoexplain“why”thedecisionsand recommendationswheremadecancauseconfusion,uncertainty,andlossoftrust.ProminentfolkssuchasBillGates,ElonMusk,andStephenHawkinghavesoundedthewarningonrelyingtoomuchontheseopaquesystems.AlthoughmanythingsneedtobedonetoensurethesafetyandincreasetransparencyofAI,anewareaofresearchcalledExplainableAI(XAI)maybepartofthesolution.

Thissessionwillbringtogetherspeakersandpanellistsfromthedayto examinetheextenttowhichemergingtechnologieswillchangethe currentgovernmentservicedeliveryparadigm.• Inaworldwherethepaceoftechnologyanditsinfluenceand impactonhowservicesareaccessedanddeliveredisconstantly changing,whatisthefutureroleofGovernmentinservicedelivery?• Willitbethesame?Change?Disappear?• Whatmightfuturegovernmentservicedeliverylooklike?

ModeratorDr Jack R Dan National General Manager, GovernmentTelstra

Ian Wong Partner, IBM Global Business ServicesDigitalStrategyLeadPartner,A/NZ

Pia WaughGovernment as a Platform Specialist

Mr Aki OhashiDirector of Business Development PaloAltoResearchCentre(PARC)

Panel:Technology,customerexpectationsandgovernmentasaplatform:challengingtheconventionalroleofgovernmentservicedelivery.

ClosingRemarks: Rob FitzpatrickAIIA CEO

NetworkingandDrinks Frank RichmondFounder and Executive Director, Cirrus Networks

4.00pm

4.30pm

4.45pm

XAIaimstobuildAIthatcandescribewhyacertainrecommendationwasmade,leadingtosystemsthatareeasiertounderstand,trust,and ultimatelytoworkwith.Thereareseverallargeresearcheffortsbeing undertakenbyorganizationssuchastheDefenceAdvancedResearchProjectsAgency(DARPA)oftheUSDepartmentofDefence,aswellasthePaloAltoResearchCenter(PARC).

AkiOhashiwilldescribewhyXAImaybeneeded,thecurrentactivitieswithinthisnascentfield,andthepotentialimpactsandimplicationsongovernmentandindustry.

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