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Transform Gov - the digital government podcast
The story behind public sector digital transformation
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69. From 3,000 to 18,000 applications — how the State rebuilt a system under pressure
40:41||Season 2, Ep. 69Two years and nine months.That’s how long people were waiting in the system — until everything had to change.What happens when a public service built for 3,000 applications a year suddenly faces over 18,000?That was the reality facing Ireland’s International Protection Office — a system under intense pressure, with growing backlogs, long delays, and real human consequences.In this episode of Transform Gov, Maeve Kneafsey speaks to Emer Mullins and Daniel Drennan, the team behind a transformation programme that didn’t just improve a service — it fundamentally redesigned it.From paper files that could stretch the length of a room…to fully digital workflows, online interviews, and real-time data dashboards…this is a story of what it actually takes to deliver change inside the public service — at scale, under pressure, and in real time.You’ll hear:What the system looked like before — and why it wasn’t sustainableHow they rebuilt processes before introducing technologyWhat changed for staff — and for applicantsHow decisions increased dramatically without simply adding more peopleWhat other public sector teams can learn from thisThis is not theory.This is real delivery.🎧 Listen now — and if it resonates, share it with someone working on transformation.Chapters00:00 — Welcome to Transform Gov 01:20 — What the International Protection Office actually does 02:30 — The surge: from 3,000 to 18,000 applications 04:44 — The “before”: paper, delays and pressure 06:44 — Waiting times: up to 2 years and 9 months 08:21 — The complexity: multiple agencies involved 10:07 — The tipping point — why change was unavoidable 11:25 — Where the transformation started 13:45 — Scaling up: staff, infrastructure and process 15:27 — From paper to digital — the reality on the ground 20:40 — Digitising 35,000+ case files 22:20 — Online interviews — what changed 25:49 — Time saved, faster decisions, real outcomes 27:30 — Preparing for new EU migration rules 29:39 — A fully digital applicant journey 32:38 — Data, dashboards and decision-making 34:59 — Lessons for other public sector teams 39:21 — What comes next
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68. What judges actually look for — straight from the head judge
21:31||Season 2, Ep. 68An insider's guide to a brilliant entry for the Ireland eGovernment AwardsMost teams think awards are about technology, scale, or budget.They’re not.On this episode of Transform Gov, we sit down with Declan Tuite, Head Judge of the Ireland eGovernment Awards, and Maeve Kneafsey, to break down what really separates winning entries from the rest.Why strong projects fall short.What judges are actually looking for.And how to turn your work into a clear, compelling entry.Because here’s the truth:The difference between winning and losing is often not the project —it’s how it’s explained.If you’re planning to enter the Ireland eGovernment Awards 2026, start here.Ready to enter? You can find step-by-step guides to entry on our website https://digitalgovawards.com/enter/resources/Chapters00:00 – Why this episode matters: helping you win00:30 – Entries now open: key dates and deadlines01:10 – Meet the head judge: Declan Tuite02:00 – The #1 mistake applicants make02:40 – It’s not the tech — it’s the story03:20 – What judges actually look for04:00 – Before and after: showing real impact04:40 – Proof, not promises: using stats and evidence05:30 – Who is the user? Why it matters06:10 – Avoid this: jargon and over-explaining06:50 – Innovation vs real-world results07:30 – Picking the right category (and why it matters)08:20 – Start early: why timing improves your entry09:00 – Using supporting documents and visuals09:40 – Writing clearly: answering the actual questions10:20 – What makes an entry stand out11:10 – Small projects can win (and do)12:00 – Step-by-step: how to enter online13:10 – Register, save, refine: how the system works14:00 – Entering multiple categories14:50 – What happens after you submit16:00 – Final advice from the head judge17:00 – Deadline reminder and key dates18:00 – Why you should enter (even if unsure)
67. Ireland is leaving €8 billion on the table — and this is why
25:37||Season 2, Ep. 67In Part 2 of this Transform Gov conversation, Marie Wallace (Accenture) moves beyond the concept of digital identity — and explains what it actually means in practice for service delivery, cost, and efficiency.The headline figure? Up to €8 billion in economic impact for Ireland.But the real story is where that value comes from:removing manual verification from serviceseliminating repeated onboarding across organisationsreducing friction across life eventsand integrating identity directly into business processesFrom passports to healthcare to supply chains, this is a look at how identity sits at the centre of service transformation.And why fixing it could change everything.Get the full report The Identity Economy https://forms.office.com/r/fqCBsvQRv3Chapters00:00 Bringing digital identity into real-world impact01:18 €8bn — where the number comes from01:56 Manual verification — the hidden problem02:46 Repeating data across services03:06 Life events — why services don’t connect04:53 Personalised services explained05:47 Data control and AI at the edge08:46 Fraud, deepfakes and verification12:01 Where the biggest gains are (health, pensions, services)13:38 Ireland’s opportunity and readiness15:48 What governments must do next18:04 What could derail progress21:28 What changes over the next 3–5 years
66. Why you keep filling out the same forms — and why it’s about to end
21:40||Season 2, Ep. 66Digital identity is often talked about — but rarely understood in practical terms.In this episode of Transform Gov, Maeve Kneafsey speaks with Marie Wallace, Managing Director and Global Lead for Digital Identities at Accenture, about what is broken in how we prove who we are today — and what is changing.From repeatedly filling out forms to sharing far more personal data than necessary, Marie explains why current identity systems are no longer fit for purpose — and how digital wallets and selective data sharing could transform how citizens access services.This conversation focuses on:Why identity systems are fragmented and inefficientHow digital wallets give citizens more control over their dataWhat “selective sharing” actually looks like in practiceHow trust is changing in a digital worldThe risks if identity systems are implemented badlyIn Part 2 we explore the economic impact and what this means for Ireland.Chapters00:00 Introduction to digital identity and control of data01:12 What digital identity actually means (and why it’s broken)02:14 Why sharing too much data is a problem03:02 Marie’s background in AI and data privacy04:07 Why centralised data creates risk06:18 AI, deepfakes and the growing identity challenge07:50 Designing better identity into public services09:11 Why identity isn’t reusable today10:02 Public concern around biometrics and data11:09 Breaking down silos between public and private services12:27 The real problem: forms, friction and delays13:26 What governments need to build (trust + wallets)14:57 Trust frameworks and verification explained16:27 EU regulation and what happens next17:47 Who owns identity in this model19:13 Efficiency and cost impact (part 2)
65. What if the biggest risk facing the public service right now… is not using AI at all?
32:11||Season 2, Ep. 65In this episode of Transform Gov, Maeve Kneafsey sits down with Malcolm Byrne TD, Chair of the Oireachtas Committee on Artificial Intelligence, to unpack what has actually changed — and why the pace of change is now the real issue.From courts using AI for real-time translation… to Revenue analysing thousands of tax codes… to the uncomfortable truth that other countries are already moving faster — this is not a future conversation. It’s happening now.And the question is simple: are we ready?
64. How smart public services are winning back users — with one simple design shift
36:36||Season 2, Ep. 64COVID changed how people engage with online services — permanently.The organisations that adapted are now seeing better engagement, better access, better outcomes.The rest are still catching up.In this episode of Transform Gov, Maeve Kneafsey speaks with Aoife Prendergast of Technological University of the Shannon (TUS), whose team won the Universal Design category at the Ireland eGovernment Awards 2025.What they discovered is something every CIO, digital leader, and public service provider needs to hear:People have changed.Since COVID, expectations have shifted:always-on bite-sized easy to useMost services haven’t caught up.Aoife’s team did.They spotted the gap, redesigned using Universal Design, boosted engagement — and unlocked new funding and global collaboration.This isn’t compliance.It’s whether your service gets used at all.Key Topics Universal Design in public servicesDigital transformation in higher educationPublic sector accessibility strategyCitizen engagement post-COVIDService design and UX in governmentInclusive digital services IrelandeGovernment Awards IrelandTUS (Technological University of the Shannon)Accessibility vs usability
63. The system that was failing vulnerable children — and the fix that changed everything
34:46||Season 2, Ep. 63This is not a tech story.This is a human story.Before this system existed, vulnerable children could wait weeks for access to childcare — stuck in a maze of emails, forms, and approvals.Now? Minutes.On this episode of Transform Gov, Maeve Kneafsey speaks with Ruth Shortall (POBAL) and Ciarán Madden (Department of Children) about the system that:Cut waiting times from 3 weeks to minutesConnected multiple agencies into one seamless flowRemoved friction for frontline workers under pressureAnd quietly transformed outcomes for families at critical momentsThis is what real digital transformation looks like.Not flashy.Not theoretical.But life-changing.