Digital Transformation Agenda

This agenda aims to drive transformation in government and make services simpler, clearer and faster.

The vision

Dealing with government will be simple and fast through any channel. Government will use its resources in the best way possible and will constantly monitor the performance of its services.

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What this agenda does

The Digital Transformation Agenda helps the Australian Government promote digital transformation and achieve its vision for government services.

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Transformation across government

Digitally transformed government services will be built around the needs of users, whether they are individuals, businesses, service providers or agencies.

Users will access these services through a seamless and easy-to-use front end. This will available through whichever channel they prefer to use and they will only have to tell us something once. They will not have to understand how government works to get a task done.

Behind the scenes, data will be exchanged and transactions will be processed with the least possible manual intervention, resulting in speedy results.

Common functions like taking payments and sending notifications will be delivered by the same scalable platforms no matter what agency is providing a service. This means services will be consistent and inexpensive to provide.

Where appropriate, government will rely on modular cloud services and application programming interfaces (APIs) to stand up and wind down services quickly as it responds to changing user demands.

Automation will free up staff to deal with the most complex and difficult cases.

Up-to-date, shareable and standardised data will enable continuous performance reporting. This will allow government to make services better and more accurate, and it will minimise the compliance burden.

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What does this mean?

People who use government services have different experiences based on how they interact with and use that service.

Under the Digital Transformation Agenda, government departments and agencies will deliver a range of initiatives that will provide benefits to all users and improve their digital experience.

Major initiatives include Single Touch Payroll, My Health Record, Health Payments, Trusted Digital Authentication and Verification, whole-of-government platforms, grants administration and streamlined online business registration service.

These initiatives will transform the experience of users in the following ways.

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For people, businesses and organisations

Life event personalisation

‘I can navigate content based on my life events with pre-qualification to take part in programs based on my circumstances.’

Push communications

‘I receive targeted communications about new programs or when moving to a new stage in my life.’

Discoverable, joined-up services

‘Services and transactions I use are increasingly joined up across agencies and tier of government, and I’m shown online what I need to know to use them.’

Multi-channel support

‘It is easy to interact with government across channels (for example, by phone or on a website) and I can access support as I need it.’

Pre-population

‘I can use a government identity to pre-fill online forms or remove the need for them entirely.’

Robust, safe and secure

‘The digital systems I interact with are robust and my information is safe and secure.’

Preferred channel enabled

‘I can use my preferred channels when dealing with government.’

Tell us once

‘When I update government about my information or circumstances, I can securely tell the whole of government, not just one agency.’

Third party service/data integration

‘I can use natural systems like smartphone applications and business software to transact with government.’

Open and extensible services

‘I can choose to use a government service directly or go to a third party provider who better meets my needs.’

Streamlined authentication

‘I can have a single identity with government, including a credential that I can use to transact securely. I can also seek authority to act on behalf of a business.’

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For public servants

Skills and technology

‘I have the right skills and technology to feel confident to do my job well.’

Streamline and automate manual processes

‘I spend more of my time helping those who need the most support.’

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For government

Efficient and trustworthy

‘I can deliver services more quickly for less cost and at lower risk.’

Transparent performance

‘There is increased policy/delivery flexibility and it is easier to measure and respond to the performance of government policy and service delivery.’

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For taxpayers

Effective

‘I am achieving higher rates of compliance.’

Value for money

‘I can see government delivering better services at lower cost.’

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An agenda to meet the vision

Achieving this vision will require a comprehensive Digital Transformation Agenda that is:

  • owned by all government agencies

  • coordinated and assisted by the Digital Transformation Agency (DTA)

  • focussed on changing the way government interacts with, and provides services to, users

  • aimed at driving reform of policies and processes that stand in the way of transformation

  • aligned with other whole-of-government reform agendas

The Digital Tranformation Strategy describes how we will deliver transformation, providing a unified point of reference for all strategies supporting the agenda.

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Key initiatives

These are some of the key initiatives that have progressed as part of the Digital Transformation Agenda so far:

  • An agenda for government digital transformation that envelops and brands initiatives to demonstrate real change to the community.

  • Sector/domain transformation plans (for example, individuals and businesses) owned by lead agency(s) that take ownership of the relationship with the sector (for example, Industry and ATO for businesses) that incorporate specific initiatives and agency transformation plans.

  • A whole-of-government ICT strategy that is co-designed with agencies and providers providing a clear vision of government ICT to help drive further automation of the back office and transform the broader ICT landscape in government.

  • Practical whole-of-government guidance to enable agencies to move towards this vision (for example, secure public cloud).

  • A strategic review of ICT procurement policy by the ICT Procurement Taskforce, which is led by the Department of Prime Minister and Cabinet.

  • Reusable digital platforms for common commodity services to facilitate digital transformation within agencies and improve the end user experience.

  • Increased transparency and coordination of the digital transformation agenda with built-in assurance for high-risk/high-impact projects and an increased focus on benefits realisation by the DTA’s Program Management Office.

  • Data and analytics initiatives to provide users and government with the information they need, support decision-making and improve services provided.

  • A tailored skills program for the public sector in order to build strong digital capabilities.

The whole-of-government transformation roadmap will also need to recognise and track significant transformation projects across government departments and agencies.

These will be identified through additional sector/domain transformation plans.

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Key performance indicators

Key performance indicators will be developed and made publicly available for initiatives that will deliver on the government’s Digital Transformation Agenda.

Whole-of-government indicators will also be developed. For example: delivery of services that comply with the Digital Service Standard, user satisfaction and service availability.

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Get in touch

If you have any questions you can get in touch with us at strategy@dta.gov.au