After 164 episodes, we bid farewell to Work with Purpose. Marking this special occasion, IPAA ACT CEO Kate Driver turns the microphone around on host David Pembroke, CEO of contentgroup, and one of the podcast’s first guests, IPAA National President Andrew Metcalfe AO.

On the final episode before its hiatus, David and Andrew look back at over 160 stories told on Work with Purpose – starting with unpacking the government’s COVID-19 response. Together, they reflect on a podcast born out of a desire to let leaders speak clearly and without interruption, helping build confidence and understanding during a national crisis.

David and Andrew explore what has changed since the podcast began, highlighting the rapid acceleration of technology, particularly artificial intelligence, alongside enduring themes such as relationships, integrity, trust and the craft of public service.

Looking forward, they predict that integrity will remain one of the most important conversations for the sector, especially in light of failures such as Robodebt. They also encourage young people to seek careers in the public sector, and for the sector to in invest in its emerging leaders.

To our listeners and guests – thank you for lending us your ears and your ideas over the past six years. It’s been a pleasure.

Shownotes

• Work with Purpose podcast archive | IPAA ACT
• Spirit of Service Awards | IPAA ACT
• Episode 81 – Rebuilding trust and integrity after Robodebt | contentgroup

Work with Purpose is created by contentgroup in association with IPAA ACT

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On the penultimate episode of Work with Purpose, Jaala Hinchcliffe, Secretary of the Department of Parliamentary Services, shines a light on the important, yet often unseen work of DPS, and discusses why integrity is not simply something people have or lack, but rather a skill that must be practised.

When you make a mistake at work, what is your first impulse? Do you trust your leaders to work it through with you?

On this episode, Jaala speaks with host David Pembroke, CEO of contentgroup, about how managing mistakes – your own and others’ – shapes integrity culture in organisations. She argues that good leadership means building culture deliberately, practising integrity, supporting people to admit and fix mistakes, and preparing institutions like DPS for the future while protecting their democratic purpose.

Jaala also explores how DPS supports parliament to function, and what it means to lead its highly diverse workforce, from art curation to research.

Key tips:

1.       Practise integrity before you need it. Talk through tricky scenarios with colleagues, build the habit of doing the right thing, and create space to raise concerns early.

2.      Own mistakes quickly and respond constructively. If something goes wrong, name it, fix it, and learn from it. For leaders, the integrity test is how they respond: “Thank you for telling me — let’s fix it” builds trust and prevents bigger problems.

3.       Build relationships and treat people well. The public service can feel large, but careers often reconnect people over many years. Be generous, form genuine connections, leave roles well, and ask for advice when you need it.

Shownotes

• Secretary Series: Jaala Hinchcliffe, Secretary of the Department of Parliamentary Services | IPAA ACT
• Department of Parliamentary Services

Work with Purpose is created by contentgroup in association with IPAA ACT

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Governments generate endless information, but so much of it goes unseen. So, how do we turn it into content people actually care about?

In this special crossover episode of Work with Purpose and GovComms, David Pembroke chats with Heather Lansdowne, a leader in transforming social media in government. As the social media manager at the Australian Bureau of Statistics, Heather and her team are turning heads in the government space, proving that data can be engaging, relatable, and even fun. She’s helped reshape how agencies communicate, bringing bold ideas and engaging content to the table. Her fresh approach connects with audiences in ways traditional comms never could.

From navigating government approvals to making stats go viral, Heather shares how agencies can rethink their content strategy. She talks about building trust with leadership, using humour to engage audiences, and why governments need to act more like digital publishers. Whether you're a social media pro or a government communicator looking to push boundaries, this episode is full of insights, strategies, and inspiration to help you create content that truly connects.

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What happens when senior leaders step out of meeting rooms and into frontline service environments?

In this episode of Work with Purpose, host Louise MacDonald, managing partner, at EY, Canberra speaks with Kirsty Kirk, director of Leadership Programs at Services Australia, and Ken Walker, National Manager, Emergency Response at Services Australia, about Services Australia’s Service Delivery Immersion Program.

The program gives SES leaders and policy partners firsthand insight into how decisions, systems and policies land for staff and customers. By spending time in service centres and call environments, leaders see the complexity of frontline work, the needs of vulnerable customers, and the opportunities to make services simpler and more effective.

Recognised through the IPAA ACT Spirit of Service Awards, the program has expanded across government and is helping build more empathetic, customer-centred leadership.

Key tips:

1.      Stay close to the people your work affects. Regularly step away from the desk to observe services, speak with communities, and see firsthand how policies and programs land in real life.

2.      Design and decide from the user’s perspective. Ask, “What does this feel like for the person on the receiving end?”. Aim for interactions that are simple, human, and seamless.

3.      Treat frontline staff as partners, not endpoints. Involve the people who deliver services in shaping policy, programs and systems. Listen to their insights, act on what you hear, and keep feedback loops open.

4.      Lead with curiosity and empathy. Frontline immersion helps leaders better understand customer complexity, staff pressures, and the human impact of their decisions.

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In this episode of Work with Purpose, we discuss how a widening gap between external change and internal capability in the public sector is becoming a major threat to both public trust and effective government.

As governments navigate social media distortion, geopolitical instability, cognitive warfare and rapid advances in AI, many public institutions are still operating in rigid, slow-moving ways better suited to an earlier era.

Guest host Michelle Ainsworth, former ABC politics editor and Churchill Fellow, speaks with Sir Geoff Mulgan, Professor of Collective Intelligence, Public Policy and Social Innovation at University College London alongside IPAA National Secretary Samantha Palmer, about why trust in government now depends on more than competence alone.

Australia’s public service stands out internationally for its relative stability, integrity and institutional strength. Our panel discuss how Australia can use this advantage more ambitiously: to test new ideas, design better institutions and build models other democracies can learn from. The conversation explores how governments can respond to ethical failures more effectively, why public services need to become more transparent and conversational, and what it will take to avoid a new wave of AI-related public sector scandals.

Key tips

1. Trust is built through both competence and integrity. Public confidence depends not just on delivering results, but on being seen as honest, accountable, and guided by clear moral purpose.
2. Governments need to innovate more systematically. Public institutions cannot afford to remain rigid while technology and public expectations move quickly around them.
3. AI should be tested, staged, and governed carefully. Strong procurement, user testing, ethical oversight, and in-house capability are essential to avoid costly failures.

Work with Purpose is produced by contentgroup in partnership with IPAA ACT

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On this episode of Work with Purpose, the Hon Patrick Gorman, Assistant Minister for the Public Service, revisits performance, reform, and the future direction of the Australian Public Service.

 "It’s an incredibly patriotic thing to be a public servant", says Assistant Minister Gorman. At the same time, it requires consistent, positive frontline interactions as well as acting with integrity every day to ensure people continue to put their trust in the public service. So, what’s the minister’s vision for the future?

On this episode, host David Pembroke, CEO of contentgroup and Assistant Minister Gorman dive into growing culturally and linguistically diverse representation at senior levels of the APS, and unpack AI‑driven economic change, climate transition, energy security, misinformation, and more.

They also discuss the State of the Service Roadshow, and the importance of celebrating outstanding public sector initiatives, regional and remote service delivery, and engagement across the country through programs such as the Spirit of Service Awards.

Key tips

1. Competent service matters more than high‑level narratives or messaging. Remain consistent, and respectful in every interaction you have.

2. Capability uplift needs to continue, this includes more diversity and the senior level. Empower and encourage those with diverse backgrounds.

3. Use artificial intelligence and digital tools to improve productivity and services, in a secure and ethical way and with strong data governance to maintain public confidence.

Show Notes

Public Service Amendment Act 2024 | APS Reform

APS Employee Census 2025 | Australian Public Service Commission

State of the Service Roadshow: 2026 | Australian Public Service Commission

Spirit of Service Awards | IPAA ACT

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Host David Pembroke, CEO of contentgroup, speaks with APS CALD Champion Jim Betts, Secretary of the Department of Infrastructure, Transport, Regional Development, Communications and the Art, and Nu Nu Win, assistant secretary at the Department of the Treasury, about cultural diversity in the Australian Public Service and the work underway to create a more inclusive and representative senior leadership pipeline.

Together, they explore how to challenge assumptions and why the APS still has a long way to go in turning commitment into meaningful change. The episode highlights emerging initiatives across the APS, including sponsorship, stronger staff networks and clearer institutional signals to support fairness, inclusion and better outcomes for the community the APS serves.

Key tips:

• Start with evidence, then act on it. Strong data helps move the conversation beyond assumptions and shows where barriers are real and where action is needed most.
• Leadership signals shape outcomes. When leaders show a visible commitment to fostering inclusion, it positively influences who feels encouraged to apply, grow and see a future in the Australian public service.
• Inclusion happens in everyday decisions. Look closely at small moments where choices are made about who is invited in, supported, encouraged or sponsored. These actions can shape long-term career outcomes.
• The APS has an opportunity to lead. APS leaders have the unique ability to coordinate, act deliberately, and build a workforce that better reflects the community it serves.

Show notes:

APS Culturally and Linguistically Diverse Employment Strategy and Action Plan | Australian Public Service Commission

Modelling Australian Public Service Careers | Tax and Transfer Policy Institute, Crawford School of Public Policy, ANU

Cross-agency diversity networks (including CALD CONNECT) | Australian Public Service Commission

APSC CALD Action Plan (2025–2028) | Australian Public Service Commission

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What does it take to lead with purpose in one of Australia’s most complex public institutions? In this episode of Work with Purpose, we hear from Rob Heferen, Commissioner of Taxation, about the responsibility of public servants to build trust, improve systems, and deliver better outcomes in complex, high pressure environments. 

Rob Heferen looks back on a career spanning tax policy, major reform and public sector leadership, from his early days in customs to leading the Australian Taxation Office.

With host David Pembroke, CEO of contentgroup, he shares what has shaped his approach to leadership and what sets public service apart: the opportunity to work for something bigger than yourself and improve outcomes for the public as a whole. 

Rob and David discuss the importance of developing expertise, communicating clearly, working collaboratively, and leading change carefully in environments shaped by complexity, risk and rapid technological change. 

Key tips: 

• Develop deep expertise quickly but always keep sight of the bigger picture. 
• Communicate clearly and avoid speaking in specialist jargon or code. 
• Be someone people want to work with: reliable, collaborative and trusted. 
• Stay grounded in the mission of public service and focus on better outcomes for the public. 
• In complex, high-risk environments, lead change carefully, but do not lose the confidence to think bigger and act bolder. 

Show notes: 

Australia’s Future Tax System Review | Australian Treasury

Australian Taxation Office 

ATO AI transparency statement | Australian Taxation Department

The Tyranny of Merit | Michael Sandel

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Medicare Urgent Care Clinics offer free, walk-in care for urgent but non-life-threatening health issues. In this episode, we explore how the Department of Health and Aged Care turned a good idea into a service that’s taking pressure off busy emergency departments across Australia.

Since opening in June 2023, Urgent Care Clinics have cared for over 2 million people and grown rapidly from an initial 50-clinic commitment to more than 90, with 137 expected by the end of 2025–26. It’s an impressive example of delivery at pace in the public sector, earning the Urgent Care Clinics team the 2025 Spirit of Service People’s Choice Award.

Led by Adam Nettheim, Chief Customer Officer at Commonwealth Superannuation Corporation, Sarah Sinclair, Assistant Secretary, Urgent Care Branch and Sarah El-Sabagh, Director, Urgent Care Policy and Evaluation from the Department of Health, Disability and Ageing, this episode unpacks the practical decisions and partnerships behind this scale-up, with lessons you can apply in any service or program. They dive into what it takes to stand up quickly, build confidence with partners and providers, and make access easier for communities.

*The People’s Choice Award is proudly sponsored by Commonwealth Superannuation Corporation.

Key Tips

1. Design around the user: build services to fit real lives, remove friction, make access simple, and focus on what people need in the moment.
2. Move at pace by partnering well: strong relationships across the system are the engine room of delivery.
3. Keep listening after launch: build feedback loops early so you can improve in real time, not “set and forget”.
4. Stay anchored to outcomes: success is a better experience for people and less pressure on frontline services.

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How does the government actually buy the things that keep Australia running, from everyday supplies to major infrastructure?

In this episode of Work with Purpose, host Kate Driver speaks with Richard Windeyer, former Head of the APS Procurement and Contract Management Profession, and Deputy Secretary of the Department of Finance, along with Andrew Marsden and Kim Hunter, partners at O’Connor Marsden, to unpack something that quietly shapes almost every part of Australian life: government procurement.

From paper clips to submarines, every ambulance, bridge, hospital, IT system, and research project has to be bought, managed, and justified. Together, our guests explore how more than $100 billion of taxpayer money each year is turned into public value, why integrity and transparency matter as much as price, and how both public servants and suppliers can navigate this space with confidence – especially in light of the recent changes to the Commonwealth Procurement Rules.

Key Tips

1. Start early: the most important procurement decisions happen at the beginning, when defining the problem, engaging the market, and designing the right approach.

2. Talk to the market and do it well: early, transparent engagement helps agencies understand what is possible and leads to better outcomes while maintaining strong probity.

3. Integrity and transparency make decisions defensible: managing conflicts of interest, documenting decisions clearly, and ensuring fairness are essential to maintaining public trust.

4. Procurement is everyone’s business: if you design, approve, or manage work involving suppliers, you play a role in how public money delivers public value.

Show Notes

• 2025 Commonwealth Procurement Rules | Department of Finance
• Australian Government Contract Management Guide | Department of Finance
• Procurement | Department of Finance
• Commonwealth Procurement and Contract Management Training Suite | Australian Public Service Academy

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