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Pioneering Digital Investment in Government Services

Challenge

Australia's digital transformation demands clear prioritisation amidst a complex landscape of 1,000+ services.

The Australian Government faced a significant challenge in modernising its services to create a world-leading digital economy. An investment bottleneck involved a lack of integrated standards for identifying and prioritising which of the 1000s of federal services most urgently needed digital transformation. Without a clear roadmap, valuable investment risked being misdirected, impacting everyday Australians. 

Prototype: WofG Service Ecosystem

Approach

Prioritising Digital Services for Maximum Benefit

The goal was to create an all-encompassing Service Catalogue for the Whole-of-Government Digital and ICT Framework, improving government service investments. Working with varied stakeholders, I drove a redefinition of "service" in the context of user and business investment journey maps and blueprints.

My role encompassed:

  • Collaborating with various stakeholders to redefine the concept of "service" in the digital era.
  • Developing outcome measures for the Service Catalogue, guiding performance and funding decisions.
  • Creating a prototype for the WofG Service Ecosystem, using rapid test and learn methodologies.


    Government Services Ecosystem

    Outcomes

    Setting the Stage for Australia’s Future in Digital Governance

    The outcomes of this project were significant:

    • A comprehensive Service Catalogue, enhancing the effectiveness of government digital services.
    • A successful collaboration model, paving the way for the DTA to oversee digital and ICT investments.
    • A significant step towards achieving a top-three global ranking for digital governments by 2025.