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Accelerating digital innovation in Government: Rahul Dutta, Department of Finance

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Audience: Intermediate – Advanced

About: Synopsis: How we built a community app cloud and helped businesses create and deliver digital services. How to sustain and grow a large scale, shared & modern digital platform for Government.

Speaker Bio: Rahul Dutta – Technology Head, OneGov

Rahul heads up technology for OneGov, which provides digital services to the Public and a large section of NSW Government. He directs technology strategy, software development and operational leadership to a highly committed technology team.

In the last 20 years, he has been involved technology strategy, architecture and leadership roles in Public Sector, Finance & Banking and Consumer Electronics businesses. He has worked in Australia and overseas, in large and small organisations, from technology start-ups to global multinationals, and holds a BE in Computer science.

OpenStack Australia Day - Sydney 2016
http://australiaday.openstack.org.au/sydney-2016/

Published in: Technology
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Accelerating digital innovation in Government: Rahul Dutta, Department of Finance

  1. 1. OneGov: Accelerating Digital Innovation in Government Rahul Dutta Technology Head - OneGov NSW Department of Finance, Services and Innovation
  2. 2. DAY 1: ORGANISED CHAOS
  3. 3. PROBLEMS WITH STATUS QUO PORTFOLIOS & CLUSTERS DEPARTMENTS & OFFICES SYSTEMS & PROCESES SERVICE CHANNELS INFORMATION • Strained budgets • Unmet goals & targets • Reputation issues • Siloed, fragmented & disjointed • Competition for scarce resources • Duplication of effort • Project failures & distractions • Inefficient & manual processes • Security, availability & performance issues • Difficult & expensive to change • High maintenance overhead • Interoperability is difficult • Data quality problems • Difficult to share information • Hard to get reports and analytics • Hard to deliver digital services • Staff knowledge, skills & training issues • Low service satisfaction • Hard to access information • Wait in line for service • Time wasted chasing up • Provide same information again and again • Can’t use modern digital channels – apps, mobile, web, social • Still using snail mail, letters, forms, plastic cards • Not sure if data is secure CUSTOMER
  4. 4. ROADMAP FOR CHANGE ANALYSE Analyse processes & data across clusters RE-ENGINEER Identify common themes, create new standard processes & data models CREATE Create & enhance new whole-of-government application cloud ON-BOARD Migrate business to new cloud EXECUTE Standardise service channels & deploy large scale digital • 40+ Line of business systems • As-Is processes • Customer records • Transaction data • Lodgement forms • Policy & legislation • Existing contracts • 3rd party Integrations • Reports & volumetrics • Licensing & Compliance • Grants • Social services & care • Campaigns, messaging and notifications • Penalties & infringements • Certification & accreditation • Payments & CRM • Partner management • Audit & Security • Hybrid IaaS cloud • Multi-tenant application • Common data model • Re-usable functionality • Configurable rules • Digital platform • Analytics engine • Extensible modules ITERATE & IMPROVE OPERATE – MANAGE – SUPPORT – GOVERN - ADVISE • 49 Business groups • Fit-gap analysis • Clean & migrate data • Process redesign • Change management & training • SaaS delivery • Project management • Help & support • 10m transactions pa • 200+ digital services for citizens • Omni Channel transaction • Mobile, apps, e-mail, sms • Partner / B2B Channels • API Integration • KPI & reporting • 24x7 available & secure
  5. 5. DAY 2: TODAY
  6. 6. PORTFOLIOS & CLUSTERS DEPARTMENTS & OFFICES SYSTEMS & PROCESES SERVICE CHANNELS INFORMATION • Cost savings ($100m+) • Delivering on policy goals • More frequent service announcements • Unified cross-silo view of cluster • Reduced costs due to economy of scale • Leveraging standard processes • 100% success in change projects • Automated & omni channel processes • High security, availability & performance • Quick, easy & agile change process • Zero maintenance overhead • Highly interoperable via open standards • Improved Customer data • Easy to share information via APIs • Sophisticated just-in-time analytics • 200+ Digital processes • Easy to use, reduced training needs • High customer satisfaction (98%) • Empowered and skilled staff • Quick, easy digital services • Reduced red tape • Time & money saved – no waiting in queues • Advise once, update in many places • Use apps, mobile, web • Increase usage of e-mail & sms • Increased security & privacy CUSTOMER THE RESULTS OneGov Mobile: APR 2016
  7. 7. • More customer centric services – tell us once • Single account to manage all activities • Mobile apps, devices, IoT • Digital licence / Wallet / ID • APIs, APIs, APIs – more partnership, more win-win! • Hyper agile – delivery business processes in the blink of an eye! • Big data, machine learning, real time analytics • Bots, AI and conversational interfaces • Innovation labs to test new processes / technology • Skunk works to disrupt those hard projects! IN THE WORKS / COMING SOON… Digital Licence Prototype: APR 2016
  8. 8. Thank you

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