digital.nsw is aiming to catalogue all digital projects across NSW Government to better streamline and coordinate resources and investment.
Championed by the Innovation NSW team, the Customer Experience (CX) Pipeline will establish a catalogue of potential digital projects and opportunities. It will also help improve citizens' experience with government and streamline how government invests in, delivers and improves digital services.
Why do we need it?
When someone identifies a problem or opportunity to improve digital services for citizens, there is currently no central resource or place to register their idea. There is also a lack of transparency about what digital initiatives are underway within government, and no structured mechanism to enable digital professionals across government to share and collaborate on digital projects.
The proliferation of digital initiatives is encouraging especially while NSW Government is undergoing a digital transformation. However, through the CX pipeline we are identifying duplication, poor visibility, and missed opportunities to share expertise, collaborate and reuse common components and services.
What have we done so far?
Late last year, we engaged all NSW Government departments in a collaborative discussion about customer-facing digital projects. We wanted to understand how some key reusable components were being used across the system.
We identified 193 projects across 10 departments. Of those, 69 per cent of digital products were being developed in departments, leading to an inconsistent and disjointed citizen experience with NSW Government. A key learning for us was that there are many ways to improve the user experience that could be brought together, prioritised and invested in. What's needed is a way to collect, maintain and make these opportunities discoverable.
We have taken this early work and conducted initial user research to create a CX Pipeline prototype and service. This will be tested with users across NSW Government. We intend to make the opportunities pipeline publicly visible once it is established and operational.
What next?
Opportunities from the Department of Finance, Services and Innovation (DFSI) and partner agencies are being captured in the prototype for testing. Early categories of these opportunities include:
- reusable components
- integration or automation opportunities
- legislative barriers
- agency pain points.
The team is also investigating strategic opportunities for the CX Pipeline program to foster user engagement and to create a program of NSW Government department engagement across all agencies throughout the year. Opportunities will be considered for agency prioritisation, support services from DFSI and investment.
What does this mean?
The CX Pipeline will prioritise digital efforts across NSW and address changing user needs while reducing the cost of digital transformation. It will also create unprecedented transparency to enable innovation and collaboration across NSW.
The focus
Want to get involved?
If you would like to learn more about the CX Pipeline program, participate in user research and testing, or provide suggestions, please contact the CX Pipeline team: innovation@finance.nsw.gov.au.