Putting citizens at the heart of service transformation

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Each day, millions of Australian citizens engage with government agencies. Many of these interactions are effortless, while others consume significant time and energy.

As citizens, we have little choice other than to use the services that governments provide.

But we are also consumers, and in the commercial world, we can choose from service providers whose numbers have multiplied rapidly thanks to digital technologies. Those same technologies are also used to design and deliver services that get better and better each year. 

As a result, our expectations for service delivery have risen, with the seventh edition of Salesforce’s State of Marketing report finding 88 per cent of marketers in ANZ were changing their digital strategies in response to customers’ expectations.

These rising expectations also apply to interactions with government agencies, who now feel enormous pressure to lift service quality. We experience seamless digital journeys with banks, but with government agencies, the interactions rarely seem as smooth.

This doesn’t have to be the case. All the technologies that power commercial digital services are equally available to government agencies. However, all of the transformation of government services often requires leaps into the unknown using unfamiliar tools, and in some instances, the complete redesign of underlying processes. Meanwhile, public sector organisations tend to have a lower appetite for risk than their commercial counterparts, and the skills required to cross this chasm tend to be often found within commercial organisations.

However, with the right combination of vision, strategy and partners, there is no reason why the goal of digital transformation cannot be in reach of public sector agencies. Around the world today are numerous examples of agencies that have embraced innovative thinking to create brilliant outcomes for their citizens.

All that is needed is the will to try – and a little help.

Who is MTX?

MTX is helping Australian public sector departments and agencies across all three layers of government to transform by taking a community-driven, human-centric approach that puts citizens at the centre of all transformation activity.

It starts by considering the needs of the citizens and then works backwards to select proper strategies and technologies to bring solutions into being. MTX combines deep expertise in cloud, digital, and data technologies to quickly develop digital services that enhance experiences while reducing the costs and risks of transformation.

By capturing the learnings from each project, MTX can deliver repeatable processes and services rapidly. This method ensures that outcomes improve over time, and learnings gained in any one project can be easily transferred to projects anywhere in the world, for agencies of all sizes.

Citizens and agencies benefit from the fast deployment of advanced, data-driven, and proven digital services that meet the highest requirements for performance, reliability, and security. 

This approach enables MTX to bring the spirit of experimentation that is essential to creating effective digital services while reducing costs and mitigating the inevitable risks that arise during periods of change. Agencies can translate policy decisions into improved experiences that align with their broader strategic vision, and whose benefits can be easily measured.

Bringing proven success to Australia

MTX has leveraged its methods to deliver rapid and effective outcomes for a long list of public sector digital transformation projects around the world.

In the US its SafeVax scheduling system is now supporting the mass rollout of COVID-19 vaccines in more than ten states and major cities, including the city of New York, where SafeVax was deployed in just three weeks.

It has also developed an Integrated Child Care solution providing a single platform to help state agencies, child care providers, and early educators equip families and children to thrive. Five US states are now using the solution, which can be implemented either as a suite of applications or as a single tool.

And MTX’s experience in licencing, permits, and grants management has led to the creation of an easy-to-use and administer solution that is now in use across the US. The MTX license permits solution processes, reviews, and approves applications within an online portal configured to each organisation’s unique needs and providing improved engagement, shortened application submissions and approval times for citizens. Clients include the state of Iowa’s Commercial Feed and Fertilizer Bureau, where MTX transformed the agency from paper-based applications to a fully digital solution in just six weeks.

These and other capabilities are now being brought to Australia, which has become the launch-pad for MTX’s expansion through the Asia Pacific. MTX is recruiting across the country as it develops a regional services hub in Adelaide which will employ up to 500 people over the next five years to support an already lengthy list of engagements with Australian departments and agencies.

MTX is also investing in skills with a new training program to support high tech job creation in South Australia. The company has committed to delivering up to 150 training places focused on fundamental tech skills and certifications over the next year. MTX is building its own community presence, including partnering with the social enterprise Blaze Your Trail to support migrant job seekers to enter the technology workforce by providing trainees with real-world work experience and mentorship through working on technology implementation projects for not-for-profit organisations. 

Improving the lives of citizens globally

MTX was founded on the principle that technology can play a vital role in improving the lives of citizens anywhere in the world, and strives to ensure that every action it takes has a positive community benefit.

Its commitment to maintaining a deep understanding of the needs of citizens, combined with its ability to retain and productise learnings and deep technical expertise, means MTX can deliver effective citizen services quickly and safely.

In a world where speed, quality, and security are all standard requirements, MTX’s proven methods offer a rapid and reliable path to delivering the enhanced experiences that citizens today demand.

Find out more about MTX Group and how their products and services continue to generate positive community outcomes across government and a wide variety of other industries.