1 NSW DIGITAL. GOVERNMENT STRATEGY. digital nsw DRIVING WHOLE OF GOVERNMENT . DESIGNING IN. DIGITAL TRANSFORMATION OUR. NSW. DIGITAL FUTURE. MINISTER'S FOREWORD. The NSW Digital GOVERNMENT Strategy experiment and be innovative in the use of CONTENTS. represents a bold vision for ICT reform and new and game changing technologies that cultural change within the NSW GOVERNMENT . have the potential to drive better service 1 MINISTER'S FOREWORD The former ICT Strategy series provided a outcomes strong foundation which we have built upon demonstrate how they are using data to 2 TRANSFORMATION IMPERATIVE in consultation with industry partners and inform decision making, including around 3 ROAD MAP across GOVERNMENT .
2 We look to extend this investments to a partnership with the community. optimise the sharing and use of data 5 DIGITAL PRIORITIES through the NSW Data Ecosystem, using 5 CUSTOMER EXPERIENCE This is not just an upgrade; this Strategy real time data and user friendly formats for provides the backbone for the delivery of publishing 6 DATA next level, improved, user-centric services. use predictive analytics to drive better 7 DIGITAL ON THE INSIDE It will ensure that the NSW GOVERNMENT outcomes across the sector. is connected, customer-focussed and 8 DIGITAL ENABLERS outcomes driven. The NSW GOVERNMENT is committed to 8 TECHNOLOGY exploring and implementing new and In order to achieve this, departmental innovative ways of doing things, to achieve 9 CYBER SECURITY Secretaries are required to report the best outcomes for the people of NSW.
3 We 10 LEGISLATION performance against the Strategy including recognise the importance of this to ensure the digital priority areas, on a six monthly NSW remains at the fore of best practice in 11 DELIVERY CAPABILITY basis to the GOVERNMENT Chief Information Australia and beyond. 12 MEASURING PROGRESS and Digital Officer (GCIDO). This information will inform the GCIDO's biannual report to Cabinet. Amongst other things, the NSW Public service will: use digital ways of conducting business where previously prohibited by outdated legislation co-design services with customers (taking into consideration expectations around protection of privacy) and develop technology solutions in partnership with industry adopt a digital by default starting point when DESIGNING or reviewing new and existing policies partner with industry focussing on The Hon.
4 Victor Dominello technology solutions with a WHOLE of Minister for Finance, Services GOVERNMENT perspective and Property THE TRANSFORMATION. IMPERATIVE. Digital innovation is transforming the way We are only part of the way along our we work, live and learn. NSW GOVERNMENT transformation journey towards a truly digital is harnessing the potential of digital and GOVERNMENT . The digital transformation will emerging technologies to improve how require a mindset shift and cultural change in GOVERNMENT and customers interact, and the public sector to provide customer-centric deliver better outcomes for the state. services in the digital economy. The rapid pace of technological change, While there have been a number of reforms including the widespread adoption of digital implemented since 2012 under the NSW.
5 Technology, means that citizens' expectations GOVERNMENT ICT Strategy, transformation of GOVERNMENT is growing. requires a long term commitment to changing the way GOVERNMENT operates. Our vision is to transform the lives of the Each reform under the Digital GOVERNMENT people of NSW by DESIGNING policies and Strategy will change the way GOVERNMENT services that are smart, simple and seamless. considers policy and service delivery design, We will develop a data informed and agile ensuring a sharp focus on customer needs. public service. We will make GOVERNMENT services easy to use, cut complexity and We will set digital standards for each of the streamline processes.
6 We will respect priorities and digital enablers, and test our the community's desire for maintaining investments against these standards. protections for their and their families'. privacy, and personal and health information. The standards will ensure: digital innovation and collaboration is This Strategy defines the next steps to rewarded realise this vision. The Strategy outlines three data insights are used to improve policy priorities customer experience, data and and service design digital on the inside. a digital by design approach is embedded across the sector It sets out four enablers that will support digital capabilities are built across the digital innovation across GOVERNMENT sector technology, cyber security, legislation and customer trust around lawful use of their delivery capability.
7 Data and service security is increased new and emerging technology changes We are continuing our digital transformation, the way GOVERNMENT operates. and starting new initiatives that show 2. leadership. We will experiment with new THE TRANSFORMATION IMPERATIVE. technologies to prepare for the future. DIGITAL GOVERNMENT ROADMAP: PRIORITIES. Three digital priorities will be embedded in service design, prioritisation and delivery. EXPERIMENT START CONTINUE. Change the way we think about Build on what we have to enhance Be bold - try new ways of delivering ICT and digital our digital presence Test the use of artificial WHOLE of GOVERNMENT service Continue migration of intelligence (AI) to enhance architecture and governance transactional services to service accessibility while Digital identity for business Service NSW.
8 Maintaining algorithmic Develop WHOLE of GOVERNMENT MyServiceNSW customer transparency approach to management of accounts Co-design of services, regulations digital identity and personal Enhance front line digital CUSTOMER and policies with customers information in alignment with capabilities EXPERIENCE. Design services focussed on community expectations and customer life events privacy law Multi-tiered Identity Management Real time customer engagement Framework and feedback solutions (Feedback Assist). Use predictive self-learning tools Enhance and clarify data quality Building tools and services to measure data quality standards for sharing and analysis of Benchmark data quality across Establishment of the NSW Data data by citizens, industry and the sector Ecosystem to optimise lawful data GOVERNMENT sharing and use Continue to open up Visualisation and mapping tools GOVERNMENT data while DATA.
9 Across all clusters continuing to protect personal Enhance quality of data assets and health information such as the single cadastre and address data Test AI/cognitive/machine Digital by design all new, and Modernisation and learning for service improvement significant review of existing rationalisation of core Test use of bots to remove day to GOVERNMENT processes (records operational systems day pain points management, workflows, Elimination of paper based Full automation where eInvoicing and correspondence) processes DIGITAL ON Embed agile approach to process THE INSIDE appropriate Simplification of processes to and system re-design ROAD MAP. 3 eliminate duplication Digital transformation of WHOLE of GOVERNMENT signature processes DIGITAL GOVERNMENT ROADMAP: ENABLERS.
10 Four areas of work underpin the transformation agenda, and support key priorities. EXPERIMENT START CONTINUE. Change the way we think about Build on what we have to enhance Be bold - try new ways of delivering ICT and digital our digital presence Innovative partnerships with non- Agile, federated delivery model to ICT Assurance Framework for value traditional suppliers to improve surface innovation for money contestability and commissioning Proof of concept shared Telecommunications Reform communications/data networks Software procurement, service WHOLE of GOVERNMENT service-based management reforms integration approach Complete the GovDC Strategy TECHNOLOGY Embed WHOLE of GOVERNMENT ID Hub Transition/replacement of legacy systems Use ethical hacker services to Establish GOVERNMENT Chief Non-negotiable security standards attempt to enter NSW GOVERNMENT Information Security Officer Improved response and risk to expose vulnerability WHOLE of GOVERNMENT capability management Conduct annual cyber event simulations to test NSW.