Australian Government Department

Customer
Digital Transformation

Challenge

To develop, in partnership with Sevenseas Creative, digital solutions to improve cultural competence in the servicing of Indigenous job seekers by jobactive providers.

Insight

Since the research was exploratory, a qualitative approach was utilised. This enabled the research team to unpack the concept of cultural appropriateness; which fed into the development of the digital tool and recommended strategies.

The research covered five locations across Australia.

Across all locations a total of 18 focus groups were conducted with Indigenous job seekers and recently employed Indigenous people who were previously registered with a jobactive provider (within the last 12 months). A further 24 in-depth interviews (IDIs) were conducted with jobactive providers, Aboriginal Employment Service agencies and Vocational Training agencies.

Action

  • The key deliverable was a working prototype of a digital tool, designed to be used by jobactive case managers in their dealings with Aboriginal and Torres Strait Islander job seekers.
  • As well as guiding jobactive providers through the touchpoints of service delivery, the digital tool stores and provides links to background information and context; as well as relevant local contacts (which can be updated).
  • In short, the project leveraged technology to provide digital solutions to routine tasks in the government sector. A similar tool could be developed for use in a wide range of communication settings, with diverse stakeholders.

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