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.

Legislation

Technology

Delivery capability

Cyber security

DIGITALENABLERS

Customer experience

Digital on the inside

Data

DIGITALPRIORITIES

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.

FOR CITIZENS FOR GOVERNMENT FOR INDUSTRY

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:

Customer experience
Data
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.

Customer experience

Digital on the inside

Data

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