MasterCraft Series – Putting people and business first

This session will take a practical look at what steps public servants and agencies can take to support the implementation of the second APS Reform Priority “An APS that puts people and business at the centre of policy and services”.  It is widely accepted that achieving this priority will improve the way Australians interact with government, lead to better policies and services, and build public trust.  

However, enabling people-centred processes makes specific, and often conflicting, demands on APS staff and agencies that must be taken into account if they are to succeed. This session will look at these in depth, drawing on the experience of panellists who have delivered significant programs and identifying some key principles that can be applied more broadly. 


Profile picture of Garth Britton

Dr Garth Britton is Professor of Practice at QUT’s Graduate School of Business, based in its Canberra offices.  Garth’s work at QUT focusses on the design and delivery of innovative, custom-designed programs for the public sector that create real-world impact for the organisation and growth for participants. Garth has extensive private sector international senior leadership experience. His academic work has focussed on organisational change and culture, as well as co-design and social innovation. Garth maintains an active research program in public management, with a particular focus on how to better connect researchers and practitioners for improved outcomes.  


Profile picture of Pamela Kinnear

Dr Pamela Kinnear is Professor of Practice at QUT’s Graduate School of Business, based in its Canberra offices.  Pamela has a lifelong interest in the theory and practice of public policy, with a career that spans senior roles in Australian Government agencies, non-government organisations, research institutes, universities and think tanks. At QUT Pamela designs, teaches and facilitates programs that support the professional growth and capability of public policy professionals.  She is also a professional facilitator and public policy consultant, specialising in innovative, research-informed methods to assist organisations and teams as they prepare for and implement complex policy issues, and embark on transformational change.


Profile picture of David Hazlehurst

David Hazlehurst is leading the team supporting the Review of the National Disability Insurance Scheme within the Department of the Prime Minister and Cabinet. Prior to joining the department, David led the secretariat for the myGov User Audit to design the future of myGov as a gateway for government services.  He has held Deputy Secretary positions in the Department of Agriculture, Water and the Environment, Austrade and the Department of Industry, Innovation and Science.  

David’s experience spans policy development, research and analysis, and service delivery. He has held senior positions in the Prime Minister’s department, the Treasury and across a range of economic and social policy portfolios. He also drove initial implementation of the Australian Government’s digital transformation agenda and was appointed interim CEO of the Digital Transformation Office. David holds a Bachelors Degree in Economics and Law (Hons), and a Masters of Public Policy from the Australian National University. He is a member of the Council of the Institute of Public Administration (ACT Division).

Other Panellists to be announced.

Participant benefits

  • Learn steps public servants and agencies can take to support the implementation of services.
  • Hear how practitioners and academics put people and business at the centre of their service delivery. 

Suitable for

APS 1 – SES Band 3

Craft and User level

This workshop aligns with Implementation and Services at the Foundation level.

Additional Information

To enrol in this session you will need a valid APSLearn profile. 

Steps on how to create an APSlearn profile or to view FAQs can be found here.

If you have moved Departments or you have multiple APSLearn profiles, you can request to merge your profiles here

2 hour Face-to-Screen session. 11:00AM - 12:00PM (AEST)
Event type
Australia wide
$0 per attendee
40 seats