Category: Australia Tech News

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Quick Read

• ANZx improves the backend system for customer interaction.
• Pega Customer Decision Hub (PegaCDH) implemented for personalized communications.
• Event-driven next-best actions optimize customer interactions.
• Achieved a 60% decrease in the duration of the next-best action lifecycle.
• Enabling business teams to develop and evaluate their own strategies.
• Implementing data mesh principles for distributed data management.

Introduction

In an effort to transform customer interaction, ANZx is upgrading the complexity of its backend system that supports the ANZ Plus digital-only service. This project seeks to provide customized and prompt communications by utilizing the features of the Pega customer decision hub (PegaCDH).

Pega Customer Decision Hub: The Intelligence Powering ANZ Plus

Karan Mehta, the Marketing Technology Lead at ANZx, disclosed at the PegaWorld Inspire 2024 conference that the bank had incorporated PegaCDH right from the start. Mehta clarified, “Our aim was for Pega to serve as the central intelligence, managing all customer touchpoints, with mobile being our main distribution channel.”

Event-Based Interactions to Improve Customer Experience

ANZx leverages real-time customer interactions and behaviors as prompts for communication. This strategy guarantees that customers’ first experiences with ANZ Plus are smooth. For example, if a welcome pack is not received, the deviation from anticipated communication is identified for corrective measures.

Next-Best Action Strategy

Communications that are driven by events focus on ‘next-best actions,’ a method designed to send the appropriate message at the most opportune moment through the best possible channel. Mehta notes that 47% of customers interact with at least one financial wellbeing next-best action, demonstrating successful customization of messages.

Empowering Business Teams

The next phase of ANZx’s development includes enabling business teams to develop their own next-best actions and access performance insights. By permitting these teams to contribute to the customer data model, known as the Customer Analytical Record (CAR), ANZx is promoting a more decentralized approach to data management and decision-making.

Implementing Data Mesh Principles

In accordance with data mesh principles, ANZx seeks to decentralize data management. Each domain within ANZ Plus will oversee its own data products, ensuring they are accessible throughout the organization. This approach allows business users and analysts to obtain insights tailored to their specific requirements.

Summary

ANZx is elevating customer engagement standards by leveraging PegaCDH technology and implementing data mesh principles. This approach not only customizes customer interactions but also enables internal teams to design and assess their strategies with greater efficiency.

Q: What are the objectives of ANZx with the improved backend engine?

A:

The objective of ANZx is to provide highly customized and timely communications to users of its ANZ Plus digital-only service, enhancing customer engagement and satisfaction.

Q: What is the operational mechanism of the Pega customer decision hub (PegaCDH) in this configuration?

A:

PegaCDH functions as the central intelligence, analyzing real-time customer interactions and behaviors to initiate appropriate communications and optimal subsequent actions.

What are ‘next-best actions’?

A:

Event-driven communications, known as next-best actions, are customized to deliver the appropriate message at the optimal moment through the most suitable channel, thereby improving customer experience and engagement.

How is ANZx shortening the duration of next-best actions’ lifecycle?

A:

By integrating steps such as templating and testing directly within PegaCDH instead of relying on external tools, ANZx has managed to cut the lifecycle duration of next-best actions by 60%.

Question: In what ways are business teams being given more power in this new framework?

A:

Business teams are being given the tools to devise their own optimal actions and view performance metrics by filling the customer analytical record (CAR) with pertinent data from various sources within the bank.

Q: What are the principles of a data mesh?

A:

The principles of a data mesh promote decentralized data management, where each domain is responsible for its own data products or datasets. This approach ensures these data assets are available throughout the organization, thereby preventing bottlenecks.

What advantages does data mesh provide to ANZ Plus?

A:

The data mesh configuration enables business users and analysts to access a variety of datasets throughout ANZ Plus, allowing them to create customized perspectives and obtain insights that are specific to their requirements.

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Insignia Financial Unveils New Cybersecurity Plan

Quick Read

• Insignia Financial embarks on a new chapter in cyber security investment.
• An ASX-listed superannuation fund is looking for a new head of cyber security.
• Allocated budget and operational framework for the new cybersecurity strategy.
• The existing cyber team is crucial in protecting assets.

Insignia Financial, a superannuation fund listed on the ASX, is making substantial progress in its cyber security initiatives by allocating resources to a thorough upgrade of technology and procedures. This ambitious action marks the onset of a renewed dedication to enhanced security and resilience within the company.

New Cyber Security Leadership

Insignia Financial is seeking a new head of cyber security strategy and governance as part of its forward-thinking approach. The chosen candidate will be responsible for designing the company’s cyber security framework, with the support of a dedicated budget and an approved operating model.

The job listing emphasizes this position as a chance for a new beginning, allowing the incoming leader to influence the future direction of cyber security at Insignia Financial.

Existing Cybersecurity Framework

Appointed as the general manager of cyber security in October, James Ng is currently spearheading the overall strategy. His leadership ensures that the cyber team plays a crucial role in protecting the organisation’s information assets and reducing cyber risks.

A New Beginning for Cyber Resilience

The newly appointed head of cyber security will play a crucial role in developing a strong framework that enhances resilience against cyber threats. This position involves not only upholding current standards but also advancing the company’s abilities to tackle future challenges.

The company’s proactive approach underscores its commitment to upholding the highest standards of security and safeguarding its members’ information and assets.

Summary

Insignia Financial’s commitment to a new wave of cybersecurity signifies a major advancement in boosting resilience and defense. By recruiting fresh leadership and designating specific resources, the firm is well-prepared to tackle and surmount upcoming cyber threats adeptly.

What is the primary objective of Insignia Financial’s newly implemented cyber strategy?

The primary objective is to enhance security and resilience by updating the organization’s technology and procedures.

Who is currently heading the cyber strategy at Insignia Financial?

James Ng, the general manager of cybersecurity, has been leading the overall strategy since October.

What kind of support will be available to the new head of cybersecurity?

A: The new leader will receive a specific budget and an authorized operating model, allowing them to establish a strong cybersecurity structure.

Why has Insignia Financial decided to invest in this new strategy?

The goal of the investment is to enhance resilience against cyber threats and to protect the organization’s information assets effectively.

Q: In what ways does this approach advantage the members of Insignia Financial?

By strengthening the security framework, the company guarantees improved safeguarding of members’ data and assets against possible cyber threats.

Where can an individual submit an application for the role of head of cyber security?

Interested candidates can apply via job portals like Seek by looking up CISO positions or visit TechBest for the latest information.

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Microsoft Resolves $20.9 Million Investigation Regarding California Worker Leave

Quick Read

• Microsoft agrees to a $14 million ($20.9 million) settlement regarding worker leave claims.
• Allegations comprised retaliatory actions against employees who took parental, disability, pregnancy, and family-care leave starting from 2017.
• The settlement requires approval from a state judge.
• Microsoft refutes any allegations of misconduct but agrees to implement policy revisions and provide training.
• The California Civil Rights Department has a track record of securing substantial settlements in comparable cases.

Historical Context of the Settlement

The California Civil Rights Department (CRD) has alleged that Microsoft has been penalizing its employees in California who have taken various types of leave, such as parental, disability, pregnancy, and family-care leave, since 2017. These employees, many of whom are women and individuals with disabilities, reportedly received lower performance-review scores, adversely affecting their salaries, promotions, and career progression.

Specifics of the Accusations

Based on the CRD filings in state court, Microsoft retaliated against employees by withholding raises, promotions, and stock awards. This practice had a disproportionate impact on women and disabled workers. The department’s investigation, which spanned several years, determined that these actions infringed upon worker rights.

Microsoft’s Response

Upon agreeing to the settlement, Microsoft denied any misconduct. A company representative asserted that Microsoft is dedicated to fostering an environment that encourages employees to take leave when necessary and provides flexibility and support for their professional and personal development.

Other Major Settlements

The CRD has obtained numerous notable settlements in recent years. These consist of:

• A $100 million agreement with the video game developer Riot Games in 2021.
• A settlement worth $54 million with Activision Blizzard that occurred last year.
• A $15 million settlement with Snap, the parent company of Snapchat, last month.

Impact on Workers

The number of workers who will benefit from the settlement is still uncertain. Microsoft has about 6,700 employees in California. The settlement is intended to offer direct assistance to affected workers and to prevent future instances of discrimination.

Commitments from Microsoft

Alongside the monetary settlement, Microsoft has committed to implementing a series of actions to guarantee adherence to non-discriminatory practices.

• Engaging an external consultant to assess corporate policies.
• Enabling employees to voice their grievances without apprehension of retribution.
• Offering training programs to managers and human resources staff.

Summary

Microsoft has agreed to pay a $20.9 million settlement to address accusations by the California Civil Rights Department that it discriminated against employees taking medical or family-care leave. While the tech company has denied any misconduct, it has pledged to implement policy changes and training to avoid future discrimination.

Q&A

What led to the inquiry into Microsoft’s actions?

A:

The California Civil Rights Department initiated an investigation into Microsoft’s practices after receiving reports that employees who took different types of leave were being unjustly penalized regarding raises, promotions, and performance evaluations.

Q: What was the number of employees impacted by these practices?

A:

The precise number of employees impacted is uncertain; however, Microsoft has approximately 6,700 employees in California. The settlement seeks to offer assistance to all affected workers.

Q: What measures is Microsoft implementing to ensure adherence in the future?

A:

Microsoft has committed to bringing in an independent consultant to assess its policies, enabling employees to voice complaints without concern of retaliation, and offering training to managers and HR staff.

Q: Has Microsoft acknowledged any misconduct?

A:

Microsoft has denied any misconduct in this issue. The company asserted that it disagrees with the accusations but is dedicated to supporting its employees.

Q: Have other companies encountered similar accusations?

A:

Certainly! Here’s the reworded text:

Indeed, organizations such as Riot Games, Activision Blizzard, and Snap Inc., the parent company of Snapchat, have encountered comparable accusations and have negotiated substantial settlements with the California Civil Rights Department in the past few years.

What responsibilities does the independent consultant have?

A:

The freelance consultant will verify that Microsoft’s guidelines are fair to employees taking leave and will assist in making required adjustments to foster an inclusive workplace.

Q: How will this settlement influence Microsoft’s general policies for employees?

A:

This agreement is expected to result in stricter supervision and modifications to Microsoft’s employment policies, with the goal of fostering a fairer workplace where taking leave does not lead to unjust punishments.

Queensland Requires Risk Assessments for AI and Automated Decision-Making Systems

Quick Read

• Queensland will require risk assessments for AI and automated decision-making (ADM) in public sector initiatives.
• Evaluations conducted internally and examinations by external parties will be necessary.
• The AI governance policy and its accompanying AI risk assessment framework are in the final stages of development.
• Possible implementation of the ISO42001 AI Management System Standard.
• Current frameworks, such as the ICT Investment Review, will be incorporated into the new policy.
• QGCDG currently assists departments with the planning and implementation of AI projects.
• Examples of AI initiatives include employing drones in farming and the QChat conversational agent.

Implementation of Compulsory Risk Assessments

The Queensland government plans to implement compulsory internal assessments and external evaluations for public sector projects that utilize artificial intelligence (AI) and automated decision-making (ADM). The objective of this initiative is to identify and manage the unique risks linked to these technologies.

Formation of AI Regulation Strategy

As stated by Chris McLaren, who holds the position of Queensland’s Chief Customer and Digital Officer, the Queensland Government Customer and Digital Group (QGCDG) is nearing completion of an AI governance policy. This policy is accompanied by an AI risk assessment framework that aims to direct the implementation of AI within multiple government sectors.

Adopting Industry Standards

The QGCDG is also considering the implementation of the ISO42001 AI Management System Standard along with other relevant industry standards. This would facilitate the identification and management of AI risks throughout their lifecycle within the Queensland government.

National Framework Agreement

All the ministers responsible for data and digital matters from the federal and state territories recently concurred on a national framework that advises, but does not require, assurance scoring and controls for government projects. This framework highlights the importance of internal evaluations and external reviews, dependent on financial and risk criteria.

Existing Implementations in Additional States

New South Wales (NSW) and Western Australia (WA) are presently the sole states that have implemented these types of systems. NSW’s system pertains exclusively to projects incorporating AI, while WA’s encompasses both AI and ADM projects.

Range of the New Framework

Although QGCDG’s framework is currently in its finalization stage, it is set to encompass both AI and ADM in extensive projects. This new policy will be incorporated into existing mandatory systems like the ICT Investment Review and the portfolio, program, and project assurance framework.

Continuous Assistance for AI Initiatives

Even though new frameworks have been introduced, QGCDG has been assisting departments in the planning and implementation of AI projects. The existing assurance process considers risk factors associated with AI and ADM. When needed, risks are addressed with the Digital Economy Leaders Sub-Group, responsible for overseeing digital investments.

Examples of Ongoing AI Initiatives

One significant initiative features the Department of Agriculture and Fisheries utilizing drones with classification algorithms to detect weeds in sugarcane fields. Another instance is QChat, a supportive chatbot implemented in multiple departments to enhance customer facilitation, regulatory technology, productivity, and cybersecurity.

Future Assurance Measures

All artificial intelligence initiatives under the Queensland government are presently documented with the QGCDG. They use an assurance profiling instrument to decide if just an internal evaluation is sufficient or if an extra external review is needed. The upcoming policy will establish the assurance check requirements for forthcoming projects.

Summary

The Queensland government is on the verge of introducing compulsory risk assessments for AI and ADM in public sector initiatives. The goal of this measure is to guarantee that risks are properly assessed and managed. Supported continuously by QGCDG, various departments have started incorporating AI into diverse applications, such as agriculture and customer service. The upcoming policy will offer an organized framework for future technology implementations, aligning with national standards and improving oversight.

What is the primary goal of Queensland’s newly implemented policy regarding AI and ADM?

The primary goal is to assess and reduce risks linked to AI and ADM in public sector initiatives by requiring both internal evaluations and external audits.

What criteria could Queensland establish for governing AI-related risks?

Queensland is considering implementing the ISO42001 AI Management System Standard in addition to other pertinent industry standards.

Which states have already adopted comparable systems?

New South Wales (NSW) and Western Australia (WA) have implemented comparable systems. NSW concentrates exclusively on AI initiatives, whereas WA encompasses both AI and ADM initiatives.

How will the new policy be incorporated into the current frameworks?

The new AI risk assessment framework is set to be integrated into current mandatory systems such as the ICT Investment Review and the portfolio, program, and project assurance framework.

Could you give some examples of ongoing AI projects in Queensland?

Illustrations encompass the Department of Agriculture and Fisheries utilizing drones to identify weeds in sugarcane plantations and the QChat chatbot employed across multiple customer service scenarios.

What current support does QGCDG offer for AI projects?

QGCDG assists departments by providing expert consultants in data and artificial intelligence to assess and minimize risks during the planning and implementation of AI projects.

What will the upcoming policy outline concerning assurance checks moving forward?

The upcoming policy will detail the degree of assurance checks required for governmental AI and ADM initiatives moving forward.

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Australia collaborates with AWS for $2 billion classified cloud services.

Quick Read

• The government of Australia has entered into a $2 billion agreement with AWS for highly classified cloud services.
• The ‘TS Cloud’ will boost Australia’s cybersecurity capabilities and strengthen the resilience of Defence communications networks.
• AWS will collaborate with Australian enterprises to design and construct the TS Cloud.
• The TS Cloud is an element of the larger REDSPICE program designed to enhance Australia’s cyber security.
• The project’s goal is to enhance interoperability and cooperation with international intelligence allies, particularly the United States.

The Importance of the TS Cloud

The Australian government is making a significant investment in the ‘TS Cloud’ to enhance its cyber capabilities. This cloud infrastructure, which will cost a minimum of $2 billion over the next ten years, is vital for the defence and intelligence agencies of the country. Prime Minister Anthony Albanese and Deputy Prime Minister and Defence Minister Richard Marles have emphasized that this project will enable the swift and scalable hosting, sharing, and analysis of Australia’s highly classified data.

Advanced Technologies Integration

The TS Cloud will utilize top-tier technologies such as artificial intelligence (AI) and machine learning (ML) to improve the analytical capabilities of Australia’s defence and intelligence sectors. By integrating these advanced technologies, the government seeks to maintain a competitive edge in cybersecurity and intelligence operations.

Enhancing Defence Communications

One of the primary advantages of the TS Cloud is its capacity to bolster the resilience of Defence’s communication networks. This improvement will guarantee more robust and secure communication channels within Australia’s defence system, ultimately enhancing national security.

Strengthening International Collaborations

The TS Cloud is anticipated to enhance interoperability and foster deeper collaboration with international allies, particularly the United States. This supports Australia’s strategic goals of fortifying alliances and improving collective security measures in an ever more intricate global landscape.

The Function of AWS in Developing the TS Cloud

AWS was selected for this project because of its substantial expertise in classified cloud services and its well-established presence in Australia. The company plans to partner with Australian businesses to design and construct the TS Cloud; however, specific details regarding this collaboration have not yet been revealed.

Assistance from the Australian Signals Directorate and ONI

Rachel Noble, the Director-General of the Australian Signals Directorate, has highlighted the importance of the TS Cloud as a critical element of the REDSPICE program. This program is a $10 billion effort designed to bolster Australia’s cyber security in the coming decade. Andrew Shearer, the Director-General of the Office of National Intelligence (ONI), also endorses the TS Cloud, acknowledging its ability to enhance integration and cooperation among intelligence agencies.

AWS’s Commitment

Dave Levy, the Vice President of AWS’s Worldwide Public Sector, conveyed his excitement regarding the collaboration with the Australian government. He emphasized AWS’s objective to deliver innovative, efficient, and impactful cloud services to strengthen Australia’s national defense capabilities.

Comparison with Initiatives in the US

In the United States, several providers, such as AWS, are developing a comparable top-secret cloud infrastructure. This initiative came after an initial project, which was exclusively granted to Microsoft, was reconsidered. This scenario highlights the worldwide shift towards utilizing cloud technology to bolster national security.

Summary

The Australian government has entered into a $2 billion agreement with AWS to provide top-secret cloud services, aiming to significantly boost national security capabilities. This initiative, known as the TS Cloud, will incorporate advanced technologies such as AI and ML, enhance the resilience of Defence communications, and promote increased collaboration with international allies. Backed by major Australian intelligence agencies, this effort is part of a broader strategy to strengthen cyber security through the REDSPICE program.

Frequently Asked Questions

What is the objective of the TS Cloud?

A:

The TS Cloud is designed to host, share, and analyze Australia’s most sensitive data quickly and at scale, utilizing advanced technologies like AI and ML to improve national defense capabilities.

Q: What will the price of the TS Cloud be?

A:

The TS Cloud is projected to cost a minimum of $2 billion over the next ten years.

What part will Australian companies have in this project?

A:

AWS intends to collaborate with Australian businesses in the design and construction of the TS Cloud; however, the specific details of their participation have not been clarified yet.

What role does the TS Cloud play in Australia’s comprehensive cyber security plan?

A:

The TS Cloud is an element of the REDSPICE program, a $10 billion initiative designed to enhance Australia’s cybersecurity capabilities over the upcoming ten years.

Q: In what ways will the TS Cloud improve global partnerships?

A:

The TS Cloud will enhance interoperability and foster stronger collaboration with international intelligence allies, especially the United States.

Q: What were the reasons for selecting AWS for this project?

A:

AWS was chosen because of its significant expertise in handling classified cloud services and its strong presence in Australia.

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Australian Government Launches myGov Passkeys: 20,000 Users in the First Week

Introduction of Passkeys

At the end of last year, Minister for Government Services Bill Shorten announced plans to introduce passkeys for myGov, intending to eliminate the use of conventional username-password credentials that are frequently exploited by phishers. This new feature was officially rolled out at the close of the past month.

What is the Mechanism Behind Passkeys?

On the user’s end, passkeys utilize the biometric functions of the user’s device or necessitate a PIN or screen swipe pattern. Alternatively, passkeys may be a physical USB device that is either plugged into or kept near the device being used to log into myGov.

Global Expertise in Digital Solutions

Shorten highlighted that myGov “is one of the pioneering digital government services globally to adopt passkeys.” He expressed pride in myGov’s leading role in improving security for Australian government services.

Improved Protection Against Fraudsters

“Shorten stated that utilizing a passkey and disabling the myGov password sign-in option increases the difficulty for scammers to breach accounts using stolen usernames and passwords. After creating a passkey, users can sign into myGov in the same manner they unlock their devices, which may include methods such as fingerprint or facial recognition, a PIN, or a swipe pattern.”

Quick Uptake by Users

In just a few days after passkeys became available on myGov, more than 20,000 Australians had already set up a passkey for their myGov accounts. This rapid uptake reflects a clear user preference for improved security measures.

Summary

The Australian government’s launch of passkeys for myGov accounts has experienced swift adoption, with more than 20,000 users embracing the new system within a week. This cutting-edge strategy boosts security by substituting traditional passwords with biometric or PIN-based verification, thereby making it harder for scammers to access accounts.

Q&A Section

Question: Can you explain what a passkey is?

A:

A passkey provides a secure way to log in by using biometric data (like fingerprints or facial recognition) or a PIN instead of the conventional username and password approach.

What prompted the Australian government to implement passkeys for myGov?

A:

The government implemented passkeys to improve security and minimize the threat of phishing attacks on username-password credentials.

Q: What steps should I follow to set up a passkey for my myGov account?

A:

You can generate a passkey by adhering to the guidelines provided on the myGov website and configuring either biometric authentication or a PIN on your device.

Q: Are passkeys more secure compared to conventional passwords?

A:

Yes, passkeys are typically more secure as they depend on distinctive biometric information or hardware tokens, which substantially increases the difficulty for fraudsters to obtain unauthorized access.

Is it still possible to use my password to access myGov?

A:

Although you can continue using your password, it is advisable to disable password sign-in options for better security.

Q: Which devices are compatible with passkeys?

A:

Many contemporary smartphones, tablets, and computers equipped with biometric features or USB ports for hardware tokens are compatible with passkeys.