Government Digital

Transformation

Purpose driving Change

Joana Valente
June 2018
Hello!
Policy and
Service
Delivery

Retail,
Banking,
Government EY
Digital
Government
Lead
Joana Valente
What is it we are changing?

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Digital government is: transformed service delivery and policy design

Digital
Combining citizen preferences
for digital interactions,
technology advances and data
Technology Increased insights to transform service
advances appetite for Data delivery and policy design.
Reduced cost to digital More and more
provision high-end interaction data, leading to
computational greater insights
capability means Australia digitally
proliferation connected

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Digital Government transformation….

Harnessing emerging
capabilities... Policy
Design ...powered by a
different citizen
...improving the and a different
effectiveness of the marketplace…
entire policy design Service
and delivery lifecycle… Delivery

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Digital transformation in Government is more than…

Digital Apps
> if the cost of service delivery continues to climb

Reducing face-to-face channels

> if better outcomes would be achieved through human-to-human interaction

Driving more and more digital interactions

> without leveraging data to inform better policy design

Delivering quick wins

> without building assets the whole Government can re-use

Driving online registrations

> without building channel stickiness through usage

A one size fits all approach

> where differential responses deliver more

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Who is this new Citizen? And is it ready?

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Digital State of the Nation

► 2017 Report
> 1,500 Australians (18-69)
131 Digital Opinion Leaders
Plus Qualitative Research

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At a glance

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Digital Government

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Digital Government

► Service for Seniors

87% Accessed at least 1 ► Citizens’ Rights

Government service online
Boomers
► Emergency and Safety
► Community Support

Which
18%
Services ► Employment
Not OK
? ► Money and Tax

89% All Ages

Online access to health
18-34 Women
85%
►
and wellbeing
► 55-69

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Digital Government

Data Sharing A 23 Year Old Case Study

46%
support data sharing if
individuals don’t have to Tell us once Citizen choice
provide the same
information multiple times
2,000 agencies Purpose

One in five Elimination 230/280 forms WIIFM

citizens are against it
>1.5B Euro savings From the centre

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The role of Government vs. the role of the market

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Learning from others

A large and complex industry | A long history of adherence to standards

| Driven by strong digital collaboration
Financial services
Regulation around interoperability standards are welcomed and followed

Highly controlled and globally consistent rules governing operations

and safety protocols | High degree of uptake driven by a global
population | Catering for a high degree of cultural diversity
Aviation industry
Dramatic impacts when incidents occur

Driven by consumer choice and the proliferation of options

| Balances centralisation of some usability and security
standards with market-driven innovation
Digital smartphone
Driven by consumer choice and market innovation

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The role of Government vs. the role of the market

When to intervene and when not to…

ECOSYSTEM
Digital Apps

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Government and industry co-design

Fully facilitated Self-organised

ecosystem ecosystem with
regulated and minimum
mandated by guidance from
government the Government
Foundational standards National services provided by government

……establishing National Assets with Industry

Innovation
Innovation

Identity Integration and Connectivity National Standards Security

Innovation
Fostering localised market innovation
Innovation

With centralized vision and leadership

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Recipe for success in Digital Government

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6 key attributes leading to the success of Digital Government services

1 Defining digital success 2 Starting small, thinking BIG. 3 Selling the benefits of a digital
correctly. experience to the public and each
contributor.

4 Finding the real 5 Extending digital beyond service 6 Fostering market

reason for resistance. delivery to policy design. Co-Creation.

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 Q&A

Joana Valente
Partner and EY Digital Government Leader Oceania
joana.valente@au.ey.com
@joanavalente8

Page1919 Commercial in Confidence

Page
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