Anywhere Working Perspectives

1. Anywhere Working Perspectives Alan Dormer | Research Leader November 2013 Digital productivity and services flagship

2. Digital Productivity and Services Flagship • CSIRO’s 10th Flagship • A $4B research initiative • Approx 150 staff

3. Flagship goal develop & deliver more efficient & innovative services create more than $4B p.a. in added value for the Australian economy Grow productivity in Australia through frontier services innovation improve people’s health, wellbeing & prosperity unlock the value of broadband communications

4. Why do we need this Flagship? • To tackle a national priority: productivity • Services sector represents approx 80% of Australia’s GDP

5. Digital Productivity & Services Flagship • Help business and government deliver new, faster, better services: • Efficiently and effectively • Doing old things in new ways • Doing new things in completely new ways

6. About the Government and Commercial Services Theme Goal: Transforming the productivity of Australia’s government and commercial services by delivering innovative and insight, better decisions and data, creating net benefit of more than $1.4B per annum.

7. What we do • Evidence based policy and decision support • Service delivery transformation • Customer centric services

8. Capabilities Research Interests Capabilities and Research Design of Experiment Statistical Analysis Modelling Social Science Economics Behavioural Science Measuring Innovation Urban Liveability Quality of Life Productivity Measurement Anywhere Working

9. The Business Case for AW • Productivity • Efficiency • Participation • Work/life balance • Urban congestion

10. Challenges • Type of work: type of worker • Isolation • Not being noticed • Management anxiety • Innovation/problem solving

11. Anywhere Working RECENT STUDY: 13% productivity gain 22% cost reduction

12. What’s Stopping Us • Business Case • How much? How soon? How sure? • Priority • ROI & absolute gain • Competing initiatives • Management quality • Bandwidth/Mindshare • Imagination Presentation title | Presenter name

13. Australian Management Presentation title | Presenter name

14. Individual Motivation • Lifestyle • Flexibility • Inertia • Value of time • Opportunity cost • Conformity

15. Measuring Quality of Life Education and skills Employability Accommodation security Personal security Quality of life = Mental health Physical health Personal relationships Social inclusion Socially cohesion

16. Digital Strategy Teleworking—by 2020, Australia will have doubled its level of telework to at least 12 per cent of Australian employees.

17. Coalition Policy • The (12%) goal is misleading and irrelevant: • The alleged starting point of 6 per cent is seven years old. It dates from the 2006 ABS Time Use Survey (no longer collected). • The only ABS survey of telework was in 2001 for the NSW Government and showed 8 per cent of employees used telework. 29 Transport NSW also estimated 8 per cent teleworking in 2009. 30 • According to the US Bureau of Labor Statistics, 23 per cent of US workers worked from home at least part of the time in 2013. 31 • Most informal estimates suggest the 2020 objective for Australia has been reached – this should be confirmed by survey data. 29 ABS 1373.1, Oct 2001: http://www.abs.gov.au/ausstats/abs@.nsf/mf/1373.1 30 See: http://www.atrf.info/papers/2011/2011_Corpuz.pdf 31 See United State Bureau of Labor Statistics, Available: http://www.bls.gov/news.release/atus.nr0.htm

18. Big Data and Beyond • Analytics • Who? How many? • Psychology • Why? • Behavioural Science • Strategies to promote change

19. Dept Human Services (DHS) Alliance Major objective to support Service Delivery Reform

20. Centrelink Service Delivery Reform • “…making customers' dealings with government simpler and more efficient, using modern technologies to trip out unnecessary contracts and providing easier pathways to services”* • “...streamline services and reduce red tape - for example, making improvements to the website so that customers have more options to carry out their business online”* • *CentrelinkAnnual Report

21. DHS Alliance • More Effective Interventions • Customers needs analysis • Measuring outcomes • Treatment response modelling • Reduce Cost of Routine Customer Interactions • Tailored information delivery • Self help in on-line communities • Improve communications • Migrate more transactions to website Reduce cost of routine customer interaction More staff available making more effective interventions Better outcomes and lower staff costs Greater productivity through Task reduction Better outcomes Service Delivery Reform $1.4Bn investment $200M annual savings

22. Future Service Delivery • Connected staff • Connected customers • Distributed teams • Focus on outcomes

23. Future Service Delivery

24. NGB Impact • ACBI – Australian Centre for BroadBand Innovation • Impact Evaluation Project • Benefits to society • Benefits to economy • Research • Consumer survey • SME’s • Expert panel • Economic analysis

25. The Future The information age could shift literally millions of jobs out of the factories and offices, into which the Industrial Revolution had swept them, right back to where they came from originally: the home Alvin Toffler, The Third Wave (1980) Presentation title | Presenter name | Page 25

26. The Future Millions of journeymen knowledge workers, working from home or with their customers, bidding for work over the Internet with organisations all over the world. It is easy to imagine how this intense level of competition will drive relentless, rapid innovation, out of sheer necessity and natural selection For example: Freelancer.com.au Presentation title | Presenter name | Page 26

27. AnyWhere Working Potential • Benefits • productivity and work/life balance • Challenges • management • Externalities

28. Thank you Alan DormerGovernment and Commercial Services Theme eAlan.Dormer@csiro.au Digital productivity and services flagship