Finding the right industry partners in the government sphere is no easy feat. They need to bring internal knowledge on how departments intertwine and collaborate, and they need to work as individualised experts in their field. Industry partners must also have a deep understanding of the unique challenges that come only within the public sector as well as respect for the inherent people-first attitude across all government levels.

These pivotal – and essential – traits in an industry partner often come only from taking a walk inside the shoes of those leading our local, state, and federal teams. Gallagher Bassett’s Government Industry Specialist and go-to guru on the public sector, Emma Hosking, has walked many a mile in the shoes of her now government clients.

From her rich background working within government, she heads up our dedicated team of government specialists, supporting governments of all shapes and sizes across Australia to co-design, develop, implement and manage solutions that focus on building a new era of person-centered workplace insurance and support.

Whether it’s workers’ compensation, general insurance, emergency services support, or health and well-being schemes, Emma says the new era for successful governing is increasingly underpinned by adopting this people-first approach.

We sat down with Emma to understand her secrets to success in finding solutions to meet the varied needs of governments and their employees.

1. What is your key to success?

My background working within government departments has undoubtedly set me up for success working on the other side, as a partner. Having this insight provides me with the opportunity to really understand and appreciate the unique challenges, risks priorities, and needs of each of our government clients. Partnering this understanding of the government environment with my appreciation for people-first approaches from the employee side, our team takes the time to understand what success looks like for each different department.

2. What are the most rewarding and most challenging parts of your role at Gallagher Bassett?

Funny enough, the most rewarding and challenging aspects of my job are likely one and the same. No two days are ever the same when it comes to working with government agencies and departments, and this is what I love most about the job.

Each new government team brings a challenge to think differently and find the perfect program or scheme to meet their specific needs. Whether it’s understanding regional, cultural, technological, and/or operational challenges, agility is the key.

We have had to overcome unique hurdles and develop innovative solutions to encompass exactly what each government agency needs. Though almost always a challenge, once we find that silver bullet solution, it’s a rewarding feeling to see these come to life and make a real difference for our clients.

3. What are the biggest trends you foresee for government agencies in the coming year?

I expect we will see government agencies continue to develop more efficient and effective approaches using technology and data, necessarily balanced with customer experience intelligence to improve outcomes and return on investment.

Off the back of COVID-19, we’ll also no doubt continue to see the prioritisation and renewed focus on employee health and well-being grow, with government workforces realising the essential value in prevention services to support their teams.

4. What is the biggest challenge governments will face in the coming year?

Like so many other industries, emerging out of and rebuilding after COVID-19 will no doubt be the biggest immediate challenge for governments – big and small. The role governments have had to play has changed a lot in the past two years as has the impact on their schemes and workforces.

Coming out of this, governments will be facing financial sustainability challenges and entering an era of continued uncertainty around how to best support their own workforce and communities. This is where we will start to see a greater focus on putting people first to ensure the right people remain on board as we step into this new phase.

5. Why do you think insurance plays an important role for governments?

Insurance is vital for any team to comfortably progress in the future, mitigate risk, retain talent and reduce operating costs, and we’ve undoubtedly seen the value of this increase in recent years. But, as no two risks or teams are the same, the way insurances and support programs are implemented must always be tailored to the environment – and the team – you’re operating in.

Emma commenced her career with ReturnToWork South Australia in 1993. Emma joined Gallagher Bassett in 2013 as GB’s Scheme Account Manager, South Australia, helping to lead GB’s successful South Australian start-up. Since then Emma has been involved in many large government transition projects, including leading the development of GB’s award-winning Northern Territory operation, as well as helping to establish GB’s government operations for Comcare, Norfolk Island, icare NSW, and the Tasmanian DPFEM. Emma was a keynote speaker at the 2021 PIEF Conference where she shared her experience and examined the importance of personalisation in contemporary government insurance schemes.