NSW Gov Kick-Starting Their Digital Transformation


The New South Wales (NSW) Government have announced a new digital transformation strategy, focusing on three of their main priorities when undergoing this process: customer experience, data and digital on the inside.

In doing so, the NSW Government is finally reacting to the age-old suggestion that governments are slow to respond to innovation and technology as a whole.

“The strategy sets out three priorities for how we’ll approach the design and delivery of next-level, user-centric public services.

“It directly supports the Premier’s and State Priorities to improve year on year customer satisfaction and deliver 70% of government transactions via digital channels, by 2019,” it says on their website.

Their three-point plan has hit the bullseye though, as they are clearly addressing the biggest pain points for citizens across the state.

The state government has been notorious for their slow and inflexible methods of communication between citizens and internally. Their recognition that the customer experience for citizens should be “digital by default” and “designed around user needs” suggest that they are working on fixing these issues.

When it comes to the world of data, the state government will be looking to make data-informed decisions and ensuring that the data is readily available and can be easily shared while still protecting sensitive information.

The digital transformation will not only be the citizens though, as the government bulk their digital prowess through a more streamlined process which will involve automation of routine and repetitive tasks.

They will also be looking at improving processes via the “digital enablers”, which are: technology, cyber security, legislation and delivery capability.

The NSW Government will regularly be looking at where they can improve and how they can do it, with biannual reports and measuring progress in a variety of ways.

“Progress towards digital government in NSW will be measured by a range of quantitative and qualitative measures, as well as drawing on a range of existing reporting mechanisms.”