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Simpler, clearer, faster government
Presentation for Thoughtworks
by Paul Shetler, CEO, Digital Transformation Office
Thursday 10 March 2016
@paul_shetler | @AusDTO
Over any four week period, more than 1 in 8 Australians
aged 14 and over will look up government information
and services online.1
55% of them face a problem while using online
government services.2
Small business owners are the most likely to have
accessed a government website in the last four weeks,
followed by job-seekers, parents and workers.1
1. Roy Morgan Single Source (Australia), April 2010 - March 2015;
2. Boston Consulting Group, 2014, 2014 Digital Government Survey – Australia Fact-base
324.4m transactions with government each year
are via traditional channels.
Face-to-face interactions cost $16.90 per transaction
(42x), postal $12.79 (32x) and telephone $6.60 (16x).
Halving these over the next 10 years would deliver
net benefits of $20.5 billion.
That’s 1.3% of annual Gross Domestic Product,
or $2,000 per household.
Deloitte Access Economics 2015 ‘Digital transformation of government’ report commissioned by Adobe
People don’t want to ‘engage’
with government agencies
People just want to
get stuff done
What we do
is not inherently ‘big’
or complex
People don’t have a
‘mental model’ of what
government wants them to do
They worry, make mistakes, and
pay people to deal with
government for them
“If you can afford it, pay an expert to deal with the
government. It’ll bury you and distract you from
your own business”
Retired businessman
We must do better
Service design is the solution
Technology is the enabler
11
There are 1524 government
websites (that we know of … )
Our vision for GOV.AU
Research tells us this approach will
work
“This would take out a huge amount of call centre enquiries.
There’s less chance I’ll need to call or visit a service centre.
And less need for an immigration agent,
which is a very good thing.”
Small business owner
We’re asking agencies to do
three things they’ve never
done before
17
Start with user needs
18
Deliver the smallest
improvement they can -
quickly.
And then iterate wildly.
19
Build services in an agile
way with multidisciplinary
teams
20
Insert full size image here and Select: Arrange / Order / Send to back
22
Delivery Hubs
23
Delivery Hubs
Join us!
dto.gov.au
24

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Simpler, Clearer, Faster Government Services

  • 1. Simpler, clearer, faster government Presentation for Thoughtworks by Paul Shetler, CEO, Digital Transformation Office Thursday 10 March 2016 @paul_shetler | @AusDTO
  • 2. Over any four week period, more than 1 in 8 Australians aged 14 and over will look up government information and services online.1 55% of them face a problem while using online government services.2 Small business owners are the most likely to have accessed a government website in the last four weeks, followed by job-seekers, parents and workers.1 1. Roy Morgan Single Source (Australia), April 2010 - March 2015; 2. Boston Consulting Group, 2014, 2014 Digital Government Survey – Australia Fact-base
  • 3. 324.4m transactions with government each year are via traditional channels. Face-to-face interactions cost $16.90 per transaction (42x), postal $12.79 (32x) and telephone $6.60 (16x). Halving these over the next 10 years would deliver net benefits of $20.5 billion. That’s 1.3% of annual Gross Domestic Product, or $2,000 per household. Deloitte Access Economics 2015 ‘Digital transformation of government’ report commissioned by Adobe
  • 4. People don’t want to ‘engage’ with government agencies
  • 5. People just want to get stuff done
  • 6. What we do is not inherently ‘big’ or complex
  • 7. People don’t have a ‘mental model’ of what government wants them to do
  • 8. They worry, make mistakes, and pay people to deal with government for them
  • 9. “If you can afford it, pay an expert to deal with the government. It’ll bury you and distract you from your own business” Retired businessman
  • 10. We must do better
  • 11. Service design is the solution Technology is the enabler 11
  • 12. There are 1524 government websites (that we know of … )
  • 13. Our vision for GOV.AU
  • 14.
  • 15. Research tells us this approach will work
  • 16. “This would take out a huge amount of call centre enquiries. There’s less chance I’ll need to call or visit a service centre. And less need for an immigration agent, which is a very good thing.” Small business owner
  • 17. We’re asking agencies to do three things they’ve never done before 17
  • 18. Start with user needs 18
  • 19. Deliver the smallest improvement they can - quickly. And then iterate wildly. 19
  • 20. Build services in an agile way with multidisciplinary teams 20
  • 21. Insert full size image here and Select: Arrange / Order / Send to back
  • 22. 22