Last night saw me host what I hope will become an annual event - the AMBER Awards for e-services in Australia. It was a great night, with a strong turnout from the finance and travel sectors in particular. If you want to check out a complete list of winners, you can find them by clicking here. I've also pasted in the notes from my speech below. Hope to see you at the Awards next year ...
So what are the AMBER Awards? They are the Applications for the Broadband Economy Recognition Awards. Why do we have these awards? Because increasingly our lives are moving online. In just a decade online services have transformed our interaction with organisations such as banks, retailers and airlines.
It is now possible to go from booking a flight to getting on the plane without ever speaking to a human being – which with some airlines might be considered a very good thing indeed.
As e-services become more important in our lives it is worth recognising those parties who are showing leadership in service delivery and lighting the way for those who follow. For service providers, the AMBER Awards will become the benchmark in both scientific and technical achievement, and in customer service and satisfaction. It is truer than ever that competitors are only a click away – even in traditionally slow-churn sectors such as banking. A highly mobile customer base demands excellence not just in products and services but also in their delivery.
These expectations will only increase as the National Broadband Network moves from conjuncture to reality. And this marks another reason why the debut of the AMBER Awards is timely. With the NBN we have an opportunity to accelerate the transformation of the industries that are represented here, and then see that transformation applied across a wider range of industries in the years to come.
Of course this will mean more awards, but we can deal with that as the need arises.
Overarching this however there is also the possibility of fundamentally transforming the Australian economy. Our prime minister, Kevin Rudd, has already recognised this in a piece written for the Sydney Morning Herald, in which he noted that : “This digital revolution will arguably be the single greatest multiplier of productivity growth."
Furthermore, the development of online services can help to reposition Australia’s place in the world. Today services make up nearly 70 percent of the Australian economy, and employ 75 percent of us, but they contribute only a fraction of our export revenues behind minerals. For example, financial services represents around 7% of Australian GDP, they contribute only 1% of exports. At the same time, the market for financial services in the Asia-Pacific region is projected to grow from US$390 billion in 2004 to US$1.8 trillion by 2020. That’s a huge opportunity.
How does this tie back to the NBN? Because everywhere I turn now I’m hearing conversations about what the NBN might be used for? How can digital services evolve when you take away issues relating to connectivity and bandwidth? The NBN is providing a platform for not only how we can think about improving services for our own customers, but how we can take the expertise we have developed and export it into foreign markets. How can we unshackle our conventional thinking and innovate in ways that build both local GDP and export income.
It’s a huge challenge, but it is a necessary one if we are to wean ourselves off out dependency on primary resources and truly become the clever country.
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