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 foundations for a digital government. Our vision is to transform life in NSW by designing policies and services that are smart, simple and seamless.

The Strategy sets out three priorities for how we’ll approach the design and delivery of next-level, user-centric public policy and services.

Customer Experience 

We are committing to improving how customers experience government services, including non-transactional services and public policy. The people, businesses and organisations of NSW are at the heart of our service offerings. Digital transformation means recognising the user is at the centre of our business and designing solutions that put the user first.

There are four digital standards to ensure we deliver on our promise to improve customer experience. Services must be: digital by default, designed around user needs, integrated and seamless, and accessible.

Data

The NSW Government is committed to designing policies, services and all strategic decisions around data insights where possible. We are committed to developing robust data management practices, maintaining digital and accessible datasets, and sharing government-held datasets for collaborative use.

There are four digital standards underpinning the use and management of data in digital government: data-informed decision-making, open, real-time and spatial, and observing data sharing provisions.

Digital on the Inside

Becoming digital on the inside means transforming our internal processes to realise efficiencies across the entire NSW Government. Government processes can be complex and daunting for users and we are committed to changing that. We are working toward joined-up, efficient and streamlined public services, which means improving our internal processes.

There are three digital standards we are working toward to becoming digital on the inside: user centric, streamlined processes, and automated where appropriate.

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