Recommendation: 16

Recommendation: 16

Deliver simple and seamless government services, integrated with states, territories and other providers

Overall status: Underway

Thodey guidance	Status	Delivery on Thodey
Government to commission Secretaries Board, working with Services Australia and the DTA, to develop a 2030 roadmap for services delivery, guided by core principles: people at the centre of service delivery a single access point to all government services, and seamless experience for all users of digital, physical or telephone services.	Underway	The Government is currently considering the findings of the 2023 myGov user audit, which includes recommendations on simple and seamless service delivery. The myGov User Audit was published in January 2023 and recommends a 5-year plan with states and territories, and a 5-year roadmap for myGov, to be updated annually. The DTA and Services Australia are working together to develop a joint response to these recommendations. This will be enabled by the forthcoming Data and Digital Government Strategy implementation plan, which is expected to identify tangible ways the Government plans to uplift data and digital capability in the APS to help in the delivery of simple, secure and connected public services. As announced on 30 November, the Government is investing $145.5 million to support the Digital ID system and to implement independent regulation and oversight of the system. Digital ID helps Australians verify their identity in a safe and secure way, to access federal, state and territory government and other services online – removing the need for individuals and businesses to visit a shopfront with their identity documents, saving time and money. Further work includes the designing of policy and legislative foundations to transition to an economy-wide Digital ID ecosystem with an independent regulator.
Secretaries Board to support preparation of roadmap and submit it to Government by end-2020.	Underway	On 9 December 2020, the Secretaries Board agreed to further work on developing a better services reform priority. In 2021, the APS Reform Office undertook targeted consultations with experienced APS leaders, along with additional research activities, to identify areas critical to improving and integrating service delivery, guided by an APS Better Services Leadership Group. In October 2021, at a Secretary-level deep dive on a better services reform priority, senior APS leaders agreed to scope potential new projects to centre services around people and businesses, enhance service experience and design through a more capable APS, invest more strategically in better services, and deliver better services by using data more effectively. Under APS Reform, related work is being progressed to put people and business at the centre of policy and services.

Thodey guidance

Status

Delivery on Thodey

Government to commission Secretaries Board, working with Services Australia and the DTA, to develop a 2030 roadmap for services delivery, guided by core principles: people at the centre of service delivery a single access point to all government services, and seamless experience for all users of digital, physical or telephone services.

Underway

The Government is currently considering the findings of the 2023 myGov user audit, which includes recommendations on simple and seamless service delivery. The myGov User Audit was published in January 2023 and recommends a 5-year plan with states and territories, and a 5-year roadmap for myGov, to be updated annually. The DTA and Services Australia are working together to develop a joint response to these recommendations.

This will be enabled by the forthcoming Data and Digital Government Strategy implementation plan, which is expected to identify tangible ways the Government plans to uplift data and digital capability in the APS to help in the delivery of simple, secure and connected public services.

As announced on 30 November, the Government is investing $145.5 million to support the Digital ID system and to implement independent regulation and oversight of the system. Digital ID helps Australians verify their identity in a safe and secure way, to access federal, state and territory government and other services online – removing the need for individuals and businesses to visit a shopfront with their identity documents, saving time and money. Further work includes the designing of policy and legislative foundations to transition to an economy-wide Digital ID ecosystem with an independent regulator.

Secretaries Board to support preparation of roadmap and submit it to Government by end-2020.

Underway

On 9 December 2020, the Secretaries Board agreed to further work on developing a better services reform priority. In 2021, the APS Reform Office undertook targeted consultations with experienced APS leaders, along with additional research activities, to identify areas critical to improving and integrating service delivery, guided by an APS Better Services Leadership Group.

In October 2021, at a Secretary-level deep dive on a better services reform priority, senior APS leaders agreed to scope potential new projects to centre services around people and businesses, enhance service experience and design through a more capable APS, invest more strategically in better services, and deliver better services by using data more effectively. Under APS Reform, related work is being progressed to put people and business at the centre of policy and services.