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FAQs: The Digital Transformation Office

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Why is a Digital Transformation Office (DTO) being established?

What’s wrong with the current approach to service delivery?

What will the DTO be responsible for?

How will existing digital programmes be impacted by the establishment of the DTO?

Will the DTO replace AGIMO?

Will the DTO be responsible for ICT procurement?

Will the DTO develop an australia.gov website similar to the UK’s gov.uk or Canada’s canada.ca?

Will the DTO continue to utilise myGov?

Will the DTO mandate digital for customer service?

How will state and territory governments be involved?

 

Why is a Digital Transformation Office (DTO) being established?

  • Users of government services are increasingly choosing to engage with government through digital channels, be they PC, tablet or smartphone.
     
  • While some government agencies have made good progress in digitising services that could once only be accessed over the counter or phone, the level of progress from one agency to the next is inconsistent.
  • Users expect to be able to access information and services from one government, not dozens of government agencies operating as silos.
  • The DTO will transform government services, making services available digitally from start to finish. They will be simpler, clearer and faster to use.
     
  • The Digital Transformation Office will work with the government’s customers – the public and business – to design services that are of such high quality that users will actually seek them out.

What’s wrong with the current approach to service delivery?

  • The DTO has been established so that agencies can adopt a coordinated, whole-of-government approach to service delivery, moving beyond the current model of agencies operating in silos.
     
  • We will implement government services that are reusable and interconnected, with platforms that can be leveraged across agencies and shared by everyone.
     
  • This will enable the government to deliver high quality services more consistently using a common ‘look and feel’, with users always at the centre of the digital transformation.

What will the DTO be responsible for?

  • The DTO will be responsible for digital service delivery across government.
     
  • The DTO will lead and coordinate the government’s digital transformation and will work with government agencies as they invest in the technology that will underpin digital services.
     
  • The DTO will not just be about user friendly websites. The DTO has been established to deliver digital by default and to make services simpler.
     
  • The DTO will act as a digital champion across government and help agencies with limited digital expertise realise the benefits of digital government.
     
  • Government agencies will retain responsibility for ICT investment decisions that do not relate to citizen focused digital service delivery.

How will existing digital programmes be impacted by the establishment of the DTO?

  • The DTO has been established to assist agencies with their digital transformations, to ensure that all services meet the needs and expectations of the user, and to ensure that there is an appropriate level of consistency in the ‘look and feel’ of services across government.
     
  • Existing digitisation programmes will not be slowed down by the DTO.
     
  • The DTO has identified priority digital transformations and will work with agencies to ensure that users are the focus of all new and redesigned services.

Will the DTO replace AGIMO?

  • AGIMO and the Department of Finance will be responsible for ICT procurement.
  • The DTO will be responsible for investing in ICT relating to digital service delivery.

Will the DTO have the authority to tell agencies how to invest in ICT?

  • The DTO will coordinate and lead the government’s digital transformation agenda, so there should not be examples of agencies operating outside this framework.
     
  • The DTO has not been established to simply tell agencies what to do, but to work collaboratively with agencies and to provide them with deep expertise as agencies transition to digital to improve the user experience.
     
  • The DTO will not say ‘no’ without providing an alternative or working with agencies to develop an alternative.
  • As the agency responsible for delivering the government’s digital transformation agenda, the head of the DTO will be responsible for resolving all significant disputes between agencies relating to digital, including investment decisions in common platforms.

Will the DTO be responsible for ICT procurement?

  • The Department of Finance will retain responsibility for ICT procurement policies and guidelines, however given the significance of ICT procurement to the government’s digital transformation the DTO will work closely with the Department of Finance and AGIMO.
     
  • This is particularly important as government agencies take greater advantage of cloud computing and transition from an own and operate model to one based on consumption.

Will the DTO develop an australia.gov website similar to the UK’s gov.uk or Canada’s canada.ca?

  • The DTO’s core mission is to develop digital services that meet the expectations of users.
     
  • From the user’s perspective there should not be any difference in the quality of the digital experience between the leading proponents of digital and government. This includes the way public facing information is presented from one agency to the next.
     
  • In-line with the work of the UK’s GDS, the DTO will develop services and present information using a common ‘look and feel’ through australia.gov.
     
  • This is consistent with the expectations of users – to deal with one government, not dozens of siloed agencies.

Will the DTO continue to utilise myGov?

  • The DTO will leverage myGov and the Australian Business Register to transform the way services are delivered to both individuals and business.
     
  • We will make this service available to state and territory governments.

Will the DTO mandate digital for customer service?

  • Customers of government services increasingly expect to be able to transact services digitally from start to finish.
     
  • They expect to be able to access these services anytime and from anywhere, using any Internet-connected device and the user experience should be just as good regardless as to whether the service is being accessed using a PC, tablet or smartphone.
     
  • While the DTO will champion digital by default, users will still be able to access a number of government services over the counter or phone

How will state and territory governments be involved?

  • The DTO will work with state and territory governments to identify areas of synergy, including opportunities for states to leverage myGov, the digital mailbox and a digital identity platform.

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