Digital transformation agenda


It will be simple and fast to get things done with government, through any channel. Government resources will be deployed with agility and performance better measured.

Whole-of-government transformation vision

The government’s vision for digital transformation starts with user needs. Users include individuals, businesses and their representatives, service providers and agencies.

At the front, there is a layer of services that make it easy for users to get things done with government, through whichever channels they need.

Behind the user-facing services, there’s a highly automated back office that eliminates almost all manual processing and case management, which in turn means there are no unnecessarily bespoke systems. This frees up qualified staff to deal with complex and difficult challenges.

Supporting the services and back office are digital platforms providing highly commoditised functions, like taking payments and providing notifications. These platforms are highly-scalable, providing simple, common, non-business-specific services. They are ultimately disposable, accessed via a simple government API to access the underlying infrastructure, commercially provided and able to be switched out as needed.

All of these layers are underpinned by a strong foundation of well-structured data. This will make it possible to have real-time performance reporting, allowing government to measure and continuously improve services and enhance regulatory and compliance activities.

Changes to existing policy and legislation that blocks change will underpin the success of the transformation.

Diagram showing the whole of government transformation vision

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.

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 (e.g. phone, 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’

  • 3rd 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’

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’

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’

For taxpayers

  • Effective

    ‘I am achieving higher rates of compliance’

  • Value for money

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

The Digital Transformation Agenda

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;
  • 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; and
  • aligned with other whole-of-government (WofG) reform agendas.

The Digital Transformation Agenda will evolve over time as impediments are removed, strategies are delivered and benefits realised. Key initiatives included in the Digital Transformation Agenda to be delivered by mid-2018 follow.

  • An agenda for government digital transformation that envelops and brands initiatives to demonstrate real change to the community.
  • Sector/domain transformation plans (e.g. individuals, businesses, intelligence etc.) owned by lead agency(s) that take ownership of the relationship with the sector (e.g. Industry and ATO for businesses) that incorporate specific initiatives and agency transformation plans
  • A WofG 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 WofG guidance to enable agencies to move towards this vision (e.g. secure public cloud).
  • A strategic review of ICT procurement policy by the PM&C-led ICT Procurement Taskforce.
  • 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 WofG 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.

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.

Government Digital Transformation Roadmap

Consistent with our commitment in this roadmap, we’ve delivered consolidated sector/domain transformation plans. These plans have been developed as roadmaps for businesses and individuals and describe changes to user experiences over time.

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Read the full text version of this roadmap.