MasterCraft Series – The Courage to Listen: What Happens When Government Shares the Microphone
The Lived Experience Reference Group (LXRG) was established to ensure people with direct experience of government services can help shape how those services are designed and delivered. In this MasterCraft session*, we'll share the story of the LXRG, including why it was created, how we built it, and the lessons we've learned along the way.
We'll focus on the human side of the work: what happens when public servants move beyond consultation to build genuine relationships founded on trust, respect and shared purpose. Drawing on the experiences of both members and staff, we'll discuss the challenges, opportunities and unexpected insights that emerge when people feel safe to share their experiences openly.
We'll also explore where the LXRG is heading next and consider what its journey can teach us about embedding lived experience in decision-making across the public service. This session is ultimately about the power of listening and what becomes possible when people with lived experience are part of the conversation, not just the subject of it.
*Please note this event will be recorded. You can view this video and other MasterCraft Series events here.
Presenters
Wes Horton, Services Australia
Wes is a public sector leader with more than 25 years' experience improving how governments design and deliver services for people and communities. He has led complex reform programs, service delivery operations and major transformation initiatives across state and federal government, with a strong focus on achieving better outcomes for customers and government alike. With expertise spanning service design, operating model transformation and implementation, Wes is passionate about bridging the gap between policy intent and the needs of the Australian community. His work centres on creating services that are practical, responsive and grounded in what matters most to the people who rely on them. He combines strategic leadership with a commitment to delivery, helping organisations translate ideas into meaningful and lasting change.
Mark Batey, Services Australia
Mark has more than 20 years' experience delivering, designing and improving government services across the APS. Throughout his career, he has championed human-centred design approaches that ensure the needs of customers, staff and communities remain at the heart of decision-making. Mark has led and supported a range of major initiatives, from improving service experiences for vulnerable Australians, to helping shape the APS Vision for Service Excellence. He is particularly known for his ability to bring together diverse stakeholders, simplify complex issues, and create practical solutions. In 2025, Mark received a Services Australia Australia Day Achievement Award in recognition of his leadership, commitment to inclusive service design, and contributions to the agency's response to the Robodebt Royal Commission recommendations. Mark believes that great public services begin with listening. Much of his recent work has focused on helping Services Australia hear directly from the people most affected by government services, creating a pathway for lived experience, customer perspectives, and frontline insights to inform decisions.
Facilitator
Anthony Dusan, APSC
Participant benefits
- Gain practical insights into establishing and sustaining a lived experience forum, including building trust, supporting members to contribute safely, and maintaining engagement over time.
- Explore how lived experience can help organisations identify blind spots and make better-informed decisions.
- Reflect on the mindset needed to listen well, including humility, curiosity and the willingness to challenge assumptions.
- Understand the benefits and challenges of embedding lived experience in decision-making, drawing on real examples, lessons learned and what we would do differently.
Suitable for
All Staff.
Category and User level
This learning experience aligns with the Working in Government Craft at the Foundation level.
Price
Free of charge.