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READ THE STRATEGY

DESIGNING OUR DIGITAL FUTURE

Digital innovation is changing our lives. Entire industries are using digital technologies to disrupt their traditional processes and create exceptional experiences.

Government is no different. In NSW, we are committed to using digital to put more power in the hands of citizens and deliver better services, when and where people need them.

Since 2012, the NSW Government has been building the foundation for a digital government. Now, we’re headed into a period of accelerated change.

We have a clear vision for the digital NSW of tomorrow. Here you can read about what this means for you.

THETRANSFORMATIONIMPERATIVE

The rapid pace of technological change, including the widespread adoption of digital technology, means that citizens’ expectations of government are growing.

Service NSW already provides over 800 customer services online. The NSW Government has made big strides in better using government data, building robust ICT networks and infrastructure, and driving greater value from our investment in technology.

DIGITAL.NSW - DESIGNING
OUR FUTURE

digital.nsw - designing our digital future is the NSW Government’s strategy to make government more connected, customer focused and outcomes driven.

The Strategy sets out three priorities for how we’ll approach the design and delivery of next-level, user-centric public services. It directly supports the Premier’s and State Priorities to improve year on year customer satisfaction and deliver 70% of all government transactions via digital channels, by 2019. The Strategy will also impact non-transactional services and policy design.

As a citizen of NSW, you can engage more in the design of policies and services that affect you.

You can expect a more efficient government that reduces costs for taxpayers. And you can look forward to services that are more streamlined and easier to use, saving you time and effort.

A truly digital government won’t happen overnight, but the journey has already begun. This Strategy will increase and focus our efforts to innovate and improve, to achieve the best outcomes for the people of NSW. We'll publish regular updates on the progress of Digital.nsw.

All NSW Government agencies will be involved in this transformation. Many are already on the journey. We look forward to showcasing some exemplar projects here in the coming weeks.

As a contributor to digital government, you can be part of the design and creation of a more agile public service – one where collaboration and innovation are not just encouraged, but expected. And where it’s easier to make our important work happen – like solving big problems and delivering a better quality of life.

A digital government means a more accessible government, with smarter platforms that make it easier for you to run your business, and to do business with us.

Behind the scenes, we will continue to develop more agile procurement processes, making them responsive, flexible and adaptable while ensuring a fair and competitive market.

We will continue to open up access to data and make it simpler to use.

And we will improve collaboration environments, enabling you to participate in problem-solving, to enable innovative, best-of-business solutions.

DIGITAL PRIORITIES

Three digital priorities underpin the transformation to digital government:

  1. Customer experience
  2. Data
  3. Digital on the inside

The priorities help to focus government's initiatives and guide investment decisions. Digital Standards are set for service delivery and policy creation under each priority.

DIGITAL PRIORITIES

CUSTOMER EXPERIENCE

Improving customer experience of government services

DATA

DIGITAL ON THE INSIDE

DIGITAL STANDARD

Digital by default

Government services are digital by default

Designed around user needs

Agencies design policies and services based on identified customer needs and digital capability

Integrated and seamless

Agencies collaborate across the sector to design seamless and integrated services, using common standards and platforms where appropriate

Accessible

Services are accessible and easy to use for all customers and provide for differing levels of digital literacy

DIGITAL PRIORITIES

CUSTOMER EXPERIENCE

DATA

Better policies, services and decisions enabled by data insights

DIGITAL ON THE INSIDE

DIGITAL STANDARD

Data-informed decision-making

All investment decisions, policies and service delivery models are informed by data insights

Open

Data is open, collected and shared in a digital format wherever possible. Agencies open their data in a format that can be readily used

Real time and spatial

Data is published in real time where possible. Visualisation and mapping tools ensure accessible and actionable insights from data

Data sharing

Legislative provisions for data sharing will be observed, as will protections around personal and health information

DIGITAL PRIORITIES

CUSTOMER EXPERIENCE

DATA

DIGITAL ON THE INSIDE

Streamlined and simplified government processes

DIGITAL STANDARD

User-centric

Government processes are designed around the needs of users, which can include internal stakeholders and employees, by applying Design Thinking and similar techniques

Streamlined processes

Business processes are streamlined across agencies and within clusters to eliminate duplication, and whole of government platforms are used to increase efficiency

Automated

Job tasks which are routine, repetitive, structured and rules-based are fully automated (where appropriate) to free up time for higher-value tasks

DIGITAL ENABLERS

Four key areas of work support
delivery of the priorities again,
with standards for delivery:

  1. Technology
  2. Cyber security
  3. Legislation
  4. Delivery capability

DIGITAL ENABLERS

TECHNOLOGY

Optimise technology spend to realise value for money

CYBER SECURITY

LEGISLATION

DELIVERY CAPABILITY

DIGITAL STANDARD

Value for money

Technology investments are optimised as a portfolio to deliver best value for NSW, on time and within budget

Integrated

Technology solutions are mobile and interoperable, supporting multi-channel access to a responsive NSW Government

Procurement partnerships

Agencies commit to partnering with industry to develop fit for purpose solutions, and leverage whole of government buying power

DIGITAL ENABLERS

TECHNOLOGY

CYBER SECURITY

Strengthen risk management and response by building a whole of government cyber security capability

LEGISLATION

DELIVERY CAPABILITY

DIGITAL STANDARD

Secure

Government systems are secure and resilient to evolving cyber incidents. Non-negotiable minimum security standards are applied across the sector

Integrated

Agencies coordinate and collaborate with other agencies and jurisdictions within a federated framework

Responsive

Strong and agile teams are embedded across the sector to ensure timely response to cyber threats and incidents. Agency capability is lifted through training and support

DIGITAL ENABLERS

TECHNOLOGY

CYBER SECURITY

LEGISLATION

Future legislation supports digital transformation

DELIVERY CAPABILITY

DIGITAL STANDARD

Easy to use

It is easy to find out what obligations apply under relevant legislation or regulation

Certainty

Legislation is simple to interpret and accessible to the public

Smart and flexible

New legislation, as well as reviews of existing legislation, considers emerging technology and new digital business models, and enables digital compliance methods

DIGITAL ENABLERS

TECHNOLOGY

CYBER SECURITY

LEGISLATION

DELIVERY CAPABILITY

Increase collaboration and agility across government

DIGITAL STANDARD

Agile

Policy is designed in an interdisciplinary way to inform services built by product teams, using iterative and customer-centric methods

Governance

Digital investments optimised as a portfolio across the whole of government. Agencies provide timely reporting on initiatives to customers, improving transparency and accountability, and assuring customers of our commitment to outcomes

Capability

Leaders value continuous personal development of employees and support new ways of working to maximise potential; data insights inform business decisions

MEASURINGPROGRESS

Progress towards digital government in NSW will be measured by a range of quantitative and qualitative measures, as well as drawing on a range of existing reporting mechanisms. More details will be available shortly.

The office of the GCIDO will provide biannual updates on progress to the Expenditure Review Committee.

REGISTER FORUPDATES

Stay up to date with progress on the Digital Government Strategy.

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