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Psychology Colloquium: James Bates, Dave Trudinger, Selena Ledger and Eva Koromilas
May 24, 2024 @ 3:00 pm – 4:00 pm
Dr Dave Trudinger & Mr James Bates (NSW Department of Customer Service)Sludge: are there measurable psychological costs from administrative burden? A NSW and global perspective
Abstract
You’ve heard of nudges, but have you heard of sludge? The NSW Behavioural Insights Unit is leading the world on tackling sludge – the unnecessary and unjustified frictions that put a tax on citizen time and prevent equitable access to services. At this colloquium, we will present the NSW Sludge Audit Method – our approach to measuring and quantifying sludge which has now been adopted by the OECD. We will talk about how we developed and are expanding our method, and invite collaboration from academics on research opportunities to understand and measure the psychological costs of administrative burden.
Bios
Eva Koromilas – Eva Koromilas is a Manager in the NSW Behavioural Insights Unit with a background in behavioural economics. She leads the team’s sludge program of work which is aimed at measuring and reducing administrative burden and improving access to services. She has led the design and development of the NSW Sludge Audit Method and its application across NSW services.
Selena Ledger – Selena Ledger is a Senior Data Analyst in the NSW Behavioural Insights Unit with a background in psychology. She has specific skills in evaluation design and has contributed to the development of the NSW Sludge Audit Method as a tool to help practitioners measure sludge.
James Bates – James Bates is the Chief Data Officer and Executive Director of Customer, Data & Insights at the NSW Department of Customer Service. The NSW Department of Customer Service was formed in 2019 with a mission to put customers and community at the centre of government decision making and service delivery. James’ team supports that mission by using data, insights and evidence to improve community outcomes through more effective policy development, program design and service delivery. James has been with the NSW public sector for 15 years, working in a variety of implementation and policy roles.