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Media Release: A Fresh Approach to Government Service Delivery in Regional NSW


As our regional communities continue to adapt to the changes upon us, the UNE SMART Region Incubator (UNE SRI) has partnered with the Exchange Dubbo and the Sydney School of Entrepreneurship (SSE) to support NSW Government in delivering customer-centred solutions for regional communities.

From July until September, up to 350 regional NSW Public Service employees will join a series of fast-paced virtual workshops in human-centred design. This work is being coordinated by the NSW Department of Primary Industries Global Ag-Tech Ecosystem (GATE) with support from the NSW Public Service Commission.

Human-centred design is a creative approach to problem-solving that inspires innovation to develop useable, viable solutions that people want to use.

With remote working continuing for many people, this program is being delivered via Zoom and invites employees from across NSW government agencies to explore and learn to take a user-centred approach to service design and delivery.

‘We are excited to facilitate these discussions for regional government employees who are designing services and experiences differently for NSW regional communities,’ said Director of the UNE SRI, Lou Conway.

‘The NSW Public Service is in the best possible position to deliver benefits to customers and capitalise on the opportunity for growth in regional NSW’. Participants in this program will learn how to apply human-centred design in their own projects to deliver positive services to the people of regional NSW.

UNE is working with two of Australia’s leading voices driving regional innovation, Jillian Kilby and Emily Chang. Jillian Kilby is an engineer and founder of The Exchange in Dubbo who approaches life and work optimistically, with the logical thinking of a civil engineer and an altruistic passion for change. Emily Chang is experienced in bringing the right mix of knowledge and action to the process. At the SSE, she coaches teams throughout Australia in their quest to pursue the best pathways to create impact.

NSW Government employees based in regional locations can register for the program by contacting Hugh Taylor at the UNE SRI on or visiting