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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