Simpler, Clearer, Faster Government Services
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Transcript of Simpler, Clearer, Faster Government Services
Simpler, clearer, faster government Presentation for Thoughtworks by Paul Shetler, CEO, Digital Transformation OfficeThursday 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 yearare 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 delivernet 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 dois 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 solutionTechnology is the enabler
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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
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Start with user needs
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Deliver the smallest improvement they can - quickly.
And then iterate wildly.
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Build services in an agile way with multidisciplinary teams
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Delivery Hubs
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Delivery Hubs
Join us!dto.gov.au
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