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
ATO AI Transparency Statement | Australian Taxation Department
The Tyranny of Merit | Michael Sandel
GUEST
Rob Heferen
Australia’s 13th Commissioner of Taxation
Rob Heferen was appointed as the 13th Commissioner of Taxation on 1 March 2024.
He has had a long career in the Australian Public Service, beginning in 1989 as a graduate at the Australian Customs Service. Over 35 years, he’s accumulated diverse experience across policy development and program delivery in a range of portfolios.
Heferen has represented Australia in international forums including the United Nations, International Energy Agency and Organisation for Economic Co-operation and Development.
TRANSCRIPT
Download the transcript here.