Roadmap of service improvements for business - list

The DTA has collaborated with a range of agencies across the Australian Government to roadmap experience improvements that businesses can expect over time. Taking a user-centred approach, we’ve identified 6 user journeys related to owning a business, and mapped the experience improvements to 1 or more of these journeys.

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Roadmap themes

We’ve grouped the services and projects in this roadmap into 3 themes. These themes come from the vision of the digital transformation agenda.

Personalised information and advice

Service developments in this group are delivering:

  • personalisation of life events
  • access to preferred channels
  • push communications

Simplified, streamlined and joined-up services

This group is focussed on connecting and joining up services and exploring the use of 3rd party integrations to streamline service experiences.

Simplified identity for my business interactions with government

Changes and improvements in this group are focussed around:

  • robust, safe and secure services
  • streamlined and simple authentication
  • updating personal details with government once only
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Benefits to user journeys

Each project lists one or more of the following user journeys:

  • Starting: starting my business
  • Running: running my business
  • Growing: growing my business
  • Employing: employing people
  • Exporting: exporting goods or services
  • Closing: closing my business
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User experience improvements

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Online assistance (through the business.gov.au website) is available to my business any time of day or night

Delivery goal

We will pilot the use of virtual assistance (as currently seen with Alex on the ATO and IP Australia websites) across business.gov.au, as an additional support channel to webchat, phone and email

Planned delivery

Quarter 4, 2017

Theme

Personalised information and advice

User journeys benefitted

Starting, Employing, Running, Exporting, Growing, Closing

Initiative

National Business Simplification Initiative – Virtual Assistant – business.gov.au

Owner

Department of Industry, Innovation and Science

As a small business (under 19 employees) I have a more streamlined experience when managing my super obligations

Delivery goal

We will support the use of whole-of-government digital credentials to enable employers to meet their super obligations when interacting with the Australian Taxation Office

Planned delivery

Quarter 1, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Running, Growing, Closing

Initiative

Small business superannuation clearing house

Owner

Australian Taxation Office

I can access all relevant federal information on how to start a business in one place online via business.gov.au

Delivery goal

We will continue to consolidate information related to businesses from all levels of government into business.gov.au and structure it so that it is easy to find and access from the one place

Planned delivery

Quarter 2, 2018

Theme

Personalised information and advice

User journeys benefitted

Starting

Initiative

National Business Simplification Initiative

Owner

Department of Industry, Innovation and Science

If I report all of my employee tax and super obligations through Single Touch Payroll enabled software and services, I will no longer have to provide payment summaries or payment summary annual reports

Delivery goal

We will reduce the administrative overhead associated with issuing (or reissuing) annual payment summaries to employees by using information already provided to the Australian Taxation Office

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Employing, Running

Initiative

Single touch payroll

Owner

Australian Taxation Office

New employees will be able to provide my business with tax and super details via different digital channels

Delivery goal

We will investigate how we can streamline the process for capturing and verifying new employee details so it’s easier to comply with tax and super obligations

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Employing

Initiative

Single touch payroll

Owner

Australian Taxation Office

I can choose to use a third-party service to register my business that may further tailor or improve my registration experience

Delivery goal

We will provide the ability for software and service developers to automatically call our key digital services, so that you can choose whether you explicitly access our government online services or your system software does it for you as part of your normal work

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Starting

Initiative

National Business Simplification Initiative – Business

Owner

Department of Industry, Innovation and Science

I can reliably access online services to support my business when interacting with the Australian Taxation Office

Delivery goal

We are investigating new and improved digital services needed to enhance business to Australian Taxation Office interactions

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Employing, Running, Growing

Initiative

Improving digital services

Owner

Australian Taxation Office

As a business owner, I can seamlessly manage my business information with the Australian Taxation Office by using my business management software or other business systems

Delivery goal

We will increase the number of digital services that can be incorporated into business management software or other business systems. Business access to these services via their software will streamline interactions and reduce the administrative burden for managing business information with the Australian Taxation Office

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Employing, Running, Growing, Closing

Owner

Australian Taxation Office

My employees can view their tax and super information online giving them confidence that I am doing the right thing

Delivery goal

We will make available an individual’s employer reported tax and super information

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Employing, Running

Initiative

Single touch payroll

Owner

Australian Taxation Office

I can access all relevant federal information on how to grow my business by employing someone in one place online via business.gov.au

Delivery goal

We will tailor the content and assistance information related to employing someone in your business through business.gov.au, understanding what you have already told us about your business, e.g. industry sector, location, size, business life-stage, previous assistance programs, etc.

Planned delivery

Quarter 3, 2018

Theme

Personalised information and advice

User journeys benefitted

Employing

Initiative

National Business Simplification Initiative – Business

Owner

Department of Industry, Innovation and Science

I can cheaply and easily access government ICT contracts that are designed for smaller businesses

Delivery goal

We will take the online digital marketplace from beta to live, making it easier for smaller businesses to compete for the government’s $6 billion a year spend on information and communications technology (ICT) products and services

Planned delivery

Quarter 3, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Running, Growing

Initiative

Digital Marketplace

Owner

Digital Transformation Agency

In the process of registering my business, I can identify relevant licences and permits across all levels of government

Delivery goal

We will enhance the business registration service to display licencing obligations across all levels of government at the point of registration.  The licencing obligations will be refined based on information entered during the registration process

Planned delivery

Quarter 3, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Starting

Initiative

ABLIS Next-Gen

Owner

Department of Industry, Innovation and Science

I can check that my proposed trade mark and web domain are not in use when registering my business.

Delivery goal

We will expand the online business registration services to include the ability to check the trade mark database and web domain name registers to assist you to select a business name that is most appropriate for your business

Planned delivery

Quarter 3, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Starting

Initiative

Business Registration service

Owner

Department of Industry, Innovation and Science

My business receives targeted communications about grants and programs that may be applicable to my business

Delivery goal

We will explore whether enabling you to opt-in to receive information about new assistance programs, events, and other information, based on what you have told us about your business and future interests will provide benefits and better opportunities for your businesses and the economy

Planned delivery

Quarter 3, 2018

Theme

Personalised information and advice

User journeys benefitted

Employing, Running, Exporting, Growing

Initiative

National Business Simplification Initiative – Tailored “pro-active” communications – business.gov.au

Owner

Department of Industry, Innovation and Science

I can set up and manage my business authorisations and relationships in one place

Delivery goal

We are investigating how a business (via an authorised representative) can authorise an individual to act on its behalf to transact with government services across channels

Planned delivery

Quarter 1, 2019

Theme

Simplified identity for my business interactions with government

User journeys benefitted

Starting, Employing, Running, Growing

Initiative

Relationship and Authorisation Manager

Owner

Australian Taxation Office

I can access my business grant applications, progress and reporting in one place

Delivery goal

We will continue to add more grants and programs to the online Business Grants Hub, so that you will have one point to access new and existing business grants provided by government

Planned delivery

Quarter 2, 2019

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Employing, Running, Exporting, Growing

Initiative

Business grants hub

Owner

Department of Industry, Innovation and Science

I only need to prove my identity to government once, using it for future transactions as agencies on-board

Delivery goal

We will create a single system to allow people with Australian issued identity representing Australian businesses to prove their identity online, once, for government and use that identity for future transactions with government as agencies on-board

Planned delivery

Quarter 3, 2019

Theme

Simplified identity for my business interactions with government

User journeys benefitted

Starting, Employing, Running, Exporting, Growing, Closing

Initiative

Digital identity

Owner

Digital Transformation Agency

I can access all relevant federal information on how to grow my business through exporting in one place online via business.gov.au

Delivery goal

We will tailor the content and assistance information related to growing your business through business.gov.au, understanding what you have already told us about your business, e.g. industry sector, location, size, business life-stage, previous assistance programs, etc

Planned delivery

Quarter 3, 2019

Theme

Personalised information and advice

User journeys benefitted

Growing

Initiative

National Business Simplification Initiative – Business

Owner

Department of Industry, Innovation and Science

My business receives targeted communications about programs when moving to a new business stage

Delivery goal

We will explore whether businesses would benefit from being informed of assistance when information provided by the business indicates it may be eligible for different or new programs

Planned delivery

Quarter 3, 2019

Theme

Personalised information and advice

User journeys benefitted

Employing, Exporting, Growing

Initiative

National Business Simplification Initiative – Tailored “pro-active” communications – business.gov.au

Owner

Department of Industry, Innovation and Science

My business may be pre-qualified to take part in programs based on my circumstances

Delivery goal

Based on the information you have provided to government, we will be able to pre-qualify you for government programs and notify you of any opportunities that may apply to your business

Planned delivery

Quarter 4, 2019

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Employing, Running, Exporting, Growing

Initiative

Business grants hub

Owner

Department of Industry, Innovation and Science

When I register my business online I can also register for licences specific to my business location and activity

Delivery goal

We will investigate using the information you provide to register your business to also register for other licences that may be applicable for your business and its location.

Planned delivery

Quarter 4, 2019

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Starting

Initiative

National Business Simplification Initiative – Business

Owner

Department of Industry, Innovation and Science

I will be able to lodge my trade-related information once, in a standardised form, through a single online entry point or via my business software (natural systems)

Delivery goal

We will investigate consolidating the various forms and processes you need to use for importing or exporting goods and services into a single online “window” that can be accessed online or via your software (natural systems)

Planned delivery

Quarter 4, 2020

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Running, Exporting

Initiative

Single Window for Trade

Owner

Department of Home Affairs

Get in touch

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