Australia’s Dept. of Defense Monique Hamilton on putting transactional functions in the hand of the user on any device, anywhere

Monique Hamilton, first assistant secretary of service delivery for Australia’s Department of Defense, explores where she’s seen defense agencies improve the user experience in delivering citizen services. “In Australia, we’ve had a focus on a user-centered approach to design and delivery digital services for quite some time, but the pandemic fast-tracked our response in that regard,” she says. Hamilton explains how her agency has gone live that puts the basic administrative and transactional functions in the hand of the user on any device, anywhere.