What Impact Will the Digital Transformation Office Have on Public Sector Service Delivery?

Jul 15
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The Digital Transformation Office has been launched, UK digital specialist Paul Shetler has been appointed as its CEO and a full update of Australia.gov.au has been set as one of its first tasks, but what will the work of the DTO mean for those working in public sector service delivery?

The establishment of the DTO was announced earlier this year and is intended to drive delivery of government services digitally from start to finish, making them easier to find and easier to use.  The predicted cost of its creation in the 2015-2016 budget was $95 million as part of an overall $255 million Digital Transformation Agenda.

The Office says it will “operate more like a start up than a traditional government agency” and will work to:

  • Provide leadership on whole-of-government service delivery
  • Develop and implement user-centred whole-of-government service delivery platforms
  • Design and govern the implementation and enhancement of whole-of-government service delivery platforms
  • Co-ordinate the funding of whole-of-government service delivery platforms
  • Provide advice to the Minister on implementing new government service delivery proposals

Consistency for those already engaged in digital processes

While some government departments have already made significant advances in digitising their customer-facing services, others have fallen behind and there is little consistency from one to the next. Those already on track for digital services have been assured their progress will not be slowed by the DTO, but that they will see involvement in ensuring users are the focus of all redesigns. Minister for Communications, Malcolm Turnbull’s website states:

“The DTO has not been established to simply tell agencies what to do, but to work collaboratively with agencies and to provide them with deep expertise as agencies transition to digital… The DTO will not say ‘no’ without providing an alternative or working with agencies to develop an alternative.”

Digital disruption is changing the way we interact in all aspects of our lives. Customers are now accustomed to dealing with everything from banking to grocery shopping online – whether on a PC, tablet or smartphone – and have come to expect the same seamless digital experience from government.

How do you feel about the DTO’s objectives? Will you welcome their input or are you wary of their involvement?

The next Enhancing Public Sector Customer Service conference takes place in Melbourne in February 2017. Attend to develop strategies for measuring and meeting changing customer expectations. 

PS Customer Service 2017

Submitted by Jessica Farrelly

Jessica Farrelly

Jessica is part of the marketing team at Criterion, specialising in content and social media. Originally from Ireland, she’s an avid traveller and moved to Sydney after a year spent living out of a backpack in Asia.

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