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Simpler, Clearer, Faster Government Services

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Paul Shetler is the CEO of the Digital Transformation Office within the Australian Government, and was previously an executive at the UK's highly regarded Government Digital Service.

At ThoughtWorks Live Australia 2016, he shared how he is leading the transformation to simpler, clearer, and faster government services using a user-centred design approach.

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Simpler, Clearer, Faster Government Services

  1. 1. Simpler, clearer, faster government Presentation for Thoughtworks by Paul Shetler, CEO, Digital Transformation Office Thursday 10 March 2016 @paul_shetler | @AusDTO
  2. 2. 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
  3. 3. 324.4m transactions with government each year are 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 deliver net 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
  4. 4. People don’t want to ‘engage’ with government agencies
  5. 5. People just want to get stuff done
  6. 6. What we do is not inherently ‘big’ or complex
  7. 7. People don’t have a ‘mental model’ of what government wants them to do
  8. 8. They worry, make mistakes, and pay people to deal with government for them
  9. 9. “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
  10. 10. We must do better
  11. 11. Service design is the solution Technology is the enabler 11
  12. 12. There are 1524 government websites (that we know of … )
  13. 13. Our vision for GOV.AU
  14. 14. Research tells us this approach will work
  15. 15. “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
  16. 16. We’re asking agencies to do three things they’ve never done before 17
  17. 17. Start with user needs 18
  18. 18. Deliver the smallest improvement they can - quickly. And then iterate wildly. 19
  19. 19. Build services in an agile way with multidisciplinary teams 20
  20. 20. Insert full size image here and Select: Arrange / Order / Send to back
  21. 21. 22
  22. 22. Delivery Hubs 23 Delivery Hubs
  23. 23. Join us! dto.gov.au 24

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