By digital, we do not simply mean websites, apps or code. It means being creative in our approach to solving problems.
It is about solving problems based on evidence of the problem as experienced by the users, rather than based on assumptions of those tasked with solving it.
It’s not about taking paper forms and putting them online or building apps or websites. It’s about boldly rethinking and re-designing the processes and interactions between citizens and government from the ground up, not the top down.
It’s not about updating to the latest technology for the sake of it. It’s about how NSW government can use technology to work in new ways and solve problems that we weren’t able to solve in the past. It's about technology that is modular, interoperable and agile.
To achieve this, we need to change our mindset, rethink our organisational culture, capabilities, and operating models. We need to rethink how we work as a government and how citizens interact with us.
A Digital Government is open, responsive to the needs of the people it serves, data driven, agile, and mindful in the services it offers its citizens. Services are smart, simple and seamless. They are designed around life events and user journeys. Real transformation looks at the end to end user journey and figures out how to improve the whole experience. This means also transforming how we do policy, legislation, regulation and all the functions of government to apply user centred co-design, systems thinking, network thinking, data driven insights & experimentation based approaches.
A Digital Government operates like a platform, offering up all the data, APIs and resources needed to work as part of an ecosystem, where other partners can work together with Government to provide the best services for citizens.
We model the way digital organisations could operate, through:
- the DNA Accelerator
- the Policy Lab
- the CX Pipeline
We advise agencies, through:
- digital.nsw platform
- providing advisory services to departments
- providing services (Spatial, GTP, DNA Lab, Policy Lab, etc)
- partnering with departments (DNA Lab, Policy Lab)
- providing a catalogue of opportunities (CX Pipeline)
We’re showing that:
- transformation is possible
- putting users’ needs first = better outcomes
- its important to hire or train people with digital skills
- this new way of working produces better outcomes and reduces risk
- working in the open, collaborating and using open data all help to accelerate transformation
Providing a clear strategic direction
We’re helping to define what good looks like, and how to get there.
We’re doing this by:
- Defining the vision that we are working towards
- Setting a standard that others can adopt
- Taking the time to understand what is happening across government, and helping to bridge any gaps
- Showing the value of looking at the full user journey
We’ll know we’re transforming when:
- we deliver measurable benefits for the people of NSW across the entire government system
- NSW government services are consistently smart, simple and seamless
- services are designed around user needs and accessed in a format most suitable to those needs (ie not digital only, services are also available face to face and on the phone)
- every time government builds something digital, it is shared and reused
- digital capability increases across the sector
The people of NSW increasingly expect a higher standard of experience with government services that matches their experience with private sector services.
Despite being a national leader in digital, we’re still working on building services that are digital by default. We’ve already made substantial changes to improve digital service delivery, but there is still a long way to go.
An important step on our journey, is coming to a shared understanding of what ‘digital government’ means.