The future of the ServiceWA app will be considered as part of a new whole-of-government service delivery business case in Western Australia being prepared by Deloitte. The ServiceWA Future State Business Case would “review a range of unified service delivery models” including the ServiceWA app, a spokesperson for the state’s Department of Finance said. The…
Victoria will centralise government service delivery under a single department, with the government set to further leverage its investment in Service Victoria’s underpinning digital platform. Premier Daniel Andrew revealed plans for the Department of Government Services — the state’s new “home” for state government services — while unveiling his new-look ministry on Monday. He said…
State governments have recognised the importance of bolstering digital strategies in their recent budget announcements, with millions of dollars invested into various initiatives for the coming year.
During budget speeches, the NSW government announced further investment in a Single Digital Patient Record system and WA set forth plans to implement single digital identities, showing that both governments are committed to addressing citizen needs head on.
The Victorian budget also noted significant investment towards their proposed single digital presence platform earlier this year.
These plans are a clear response to people’s increased expectations for more accessible, responsive, transparent and secure digital government services. And the onset of the global health and economic crisis has reinvigorated the role of digital services in everyday life.
Citizens have greater expectation of government digital services
People from all backgrounds and abilities are moving to online services, whether by necessity or choice. In fact, 80 per cent of the 1,500 Australian residents we recently surveyed used digital government services last year.
These same respondents, however, are calling for digital improvements – such as pre-filled form technology and greater availability of medical data to healthcare professionals.
A keen appetite for a single digital identity similarly shone through to streamline and simplify how we all engage with these services, as did a desire for more controls over how personal information is shared across government agencies.
The digital investment announced by state governments so far this year is a welcome step towards transforming government services. But to achieve this goal, there are some key considerations to consider for a successful strategy implementation.
Reinvigorate foundations
Starting from scratch isn’t always possible, or necessary. With the right approach, many existing systems can be reimagined and transformed for an online future, rather than replaced.
Assessing whether systems can be digitised to agile and scalable cloud platforms, which can result in real time insights and policy updates, is an important first step.
Policy agility is key
Policy evolution directly impacts people’s livelihoods, so implementing legislated changes through technology can understandably become complex and time-consuming.
Taking an agile, modular approach to policy change can accelerate implementation and better assess the impact of each change. It also can drive greater collaboration and sharing between departments, agencies and partners.
Unbiased data forges trust
Unbiased, non-sensitive citizen data is a strategic asset which governments can use to make evidence-based decisions that in turn improve people’s livelihoods. When this data is securely shared across government platforms, it can optimise citizen experience, help governments form a single view of a person and their needs, improve efficiencies and reduce expenditure.
But a privacy-first approach to citizen data is key – in fact over a third of respondents in our research cited privacy, trust, and security as critical to their use of these online services.
In relation to sharing personal information, over fifty per cent of the respondents said they are comfortable doing so, but only if they know how it will be used and stored, emphasising the need for better disclosure.
Humanise digital services
Putting citizens at the core of every digital service – right from the design stage – is crucial. Stepping into citizens’ shoes to view their needs and challenges is so important.
This may include deep research, prioritising citizen feedback and integrating HX (Human Experience) design in evolving services.
Half of the people we surveyed want digital experiences to feel ‘human’ and show ‘empathy’. Combining Customer Experience, User Experience and Employee Experience techniques – with a layer of creative thinking – can achieve better overall HX.
Leave no one behind
Considering diverse abilities and needs of communities is essential to optimising the future of digital government services.
We know that digital disadvantage coincides with other forms of social and economic barriers, meaning those who need support the most often face the greatest risk of being left behind on the digital journey.
In fact, close to 90 per cent of people we surveyed believe governments need to better service those with a disability.
By integrating inclusivity into platform design, such as considering whether technology is compatible with assistive technology, or if content is accessible in other languages, means governments can avoid building new barriers for people of various abilities and backgrounds.
Optimise the innovation ecosystem
An evolution as widespread as a digital government can’t happen in silo. Continuing to foster collaboration between the public sector, private entities, not-for-profit organisations, and the academic world rewards governments and their constituents with fresher ideas, more robust approaches, and strategies.
When approached properly, enhancing digital services can provide governments with more access to unbiased data, enable greater agility to rapidly adopt policy changes and make government interaction seamless.
That is ultimately what citizens want – an engaging, open and reliable way to use digital government services, wherever and whenever they need.
Allen Koehn is Associate Vice-President and General Manager of Public Sector at Infosys.
This article was prepared by Infosys in partnership with InnovationAus.com.
The Victorian government will invest $180 million in digital service delivery and $51 million to improve cybersecurity in the public sector as part of the 2021-22 state budget.
Treasurer Tim Pallas handed down the budget on Thursday afternoon, with a significant focus on uplifting the delivery of digital government services and improving the government’s cybersecurity.
A total of $180 million will be invested in digital services as part of the budget, including $70 million for Service Victoria to bring more services online, such as grant applications and business licencing approvals.
Victorian Treasurer Tim Pallas
“Our relationship with the digital world has never been more important, and the pandemic and bushfires showed us just how important our online offering is,” government services minister Danny Pearson said.
“We’re streamlining our online services, cutting red tape and investing in technology so Victorians spend less time navigating the system and more time on the things that really matter. With these investments, we’ll relieve businesses and industries of their paperwork and burden, allowing them to focus on their recovery.”
The state government will invest $25 million in the next two financial years each on enhancing customer experience with government digital services in Victoria.
Data will also be a major focus of the Victorian government, with $7.1 million going towards the state’s Open Data Program, which will provide better access to data for individuals and businesses “so they can make informed decisions and partner with government in developing community-based solutions to public policy challenges”.
The state government also launched a new Cyber Safe Victoria 2021+ plus strategy with $51 million in funding over the next four years. The strategy will focus on improving cybersecurity in government departments and agencies, and growing jobs in cybersecurity.
It will see improvements to government cybersecurity controls and in the early detection of cyber risks, along with the deployment of “world-class technology and software tools” on public sector networks to defend against malicious software and to provide for targeted reporting.
A further $8.5 million has been provided for Parliamentary cybersecurity upgrades, which will include systems testing, training and awareness programs.
After significant recent cyber-attacks, more funding has been allocated to strengthen cybersecurity in Victoria’s public health sector and Ambulance Victoria. This will include “next generation anti-virus protections”, a Security Operations Centre and a recovery service in the event of a successful cyber attack.
Nearly $30 million has been set aside over two years to manage and consolidate a range of government websites to deliver consistent user experience as part of a single digital presence initiative.
The Victorian Information Commissioner has received a funding boost to help it complete its legislative duties, with a $600,000 top-up in 2021-22, followed by $400,000 and $300,000 in the following years.
On the back of releasing its response to the on-demand economy inquiry last week, the Victorian government has allocated $5.1 million in 2021-22 for the establishment of a team to implement the recommendations, including common standards and a new support service or agency for gig economy workers.
A new Ready for Growth service will also provide high-growth potential businesses such as startups with masterclasses and personalised coaching, including in advanced digital engagement and innovation.
