Beyond Digital, our new NSW Customer & Digital Strategy
"Digital government is no longer an end goal in itself, but a means to go further and deliver even better government services." - Hon. Victor Dominello MP, Minister for Customer Service
Technology is moving at a breakneck speed and has become ubiquitous in our lives. We are living in an age where our physical and digital experiences are merging. In today's transformative era, technology alone is not enough to deliver and add value to the people of NSW.
Digital is about leveraging technology for change. It is about re-thinking how we work, instead of jumping to solutions. It is about putting customer at the centre of everything we do. Too often the excitement of digital results in a focus on 'doing digital', diluting what should be the focus which is the customer outcome. Government as an institution, that is responsible for social, environmental and economic policy, is more susceptible to this, than the private sector where customer outcomes keep their business running. So what do we mean when we say beyond digital?
Beyond Digital is the strategy headline reminding us that the focus is on delivering outcomes for our customers. Within the strategy we provide our six customer commitments. These commitments are based on what you have told us, not what we think is best.
We use these commitments to ensure we are meeting the needs and expectations of our customers. Among other things it enables a consistent customer experiences, particularly when interaction with government falls across different government departments.
Beyond Digital is our response to current and emerging challenges and opportunities in government. Some of these are unique to NSW Government, which we will be discussing in upcoming blogs, so keep an eye out and stay tuned for future updates.
Hon. Victor Dominello MP, Minister for Customer Service, Emma Hogan and Greg Wells launched the new NSW Customer and Digital Strategy, Beyond Digital at Australian Computer Society on 28 Nov 2019.
The Beyond Digital Team
We are always open to feedback. Please get in touch with us at BeyondDigital@customerservice.nsw.gov.au