EP#158: Why public service matters: Rob Heferen on systems, service and trust

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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