OneGov:Accelerating Digital Innovation in Government

Rahul DuttaTechnology Head - OneGov

NSW Department of Finance, Services and Innovation

DAY 1: ORGANISED CHAOS

PROBLEMS WITH STATUS QUO

PORTFOLIOS & CLUSTERS

DEPARTMENTS & OFFICES

SYSTEMS & PROCESES

SERVICE CHANNELS

INFORMATION

• Strained budgets• Unmet goals & targets• Reputation issues• Siloed, fragmented & disjointed

• Competition for scarce resources• Duplication of effort• Project failures & distractions

• Inefficient & manual processes• Security, availability & performance issues• Difficult & expensive to change• High maintenance overhead• Interoperability is difficult

• Data quality problems• Difficult to share information• Hard to get reports and analytics

• Hard to deliver digital services• Staff knowledge, skills & training issues• Low service satisfaction

• Hard to access information• Wait in line for service• Time wasted chasing up• Provide same information again

and again• Can’t use modern digital channels

– apps, mobile, web, social• Still using snail mail, letters, forms,

plastic cards• Not sure if data is secure

CUSTOMER

ROADMAP FOR CHANGE

ANALYSE

Analyse processes & data across clusters

RE-ENGINEER

Identify common themes, create new standard processes & data models

CREATE

Create & enhance new whole-of-government application cloud

ON-BOARD

Migrate business to new cloud

EXECUTE

Standardise service channels & deploy large scale digital

• 40+ Line of business systems

• As-Is processes• Customer records• Transaction data• Lodgement forms• Policy & legislation• Existing contracts• 3rd party Integrations• Reports & volumetrics

• Licensing & Compliance • Grants• Social services & care • Campaigns, messaging and

notifications• Penalties & infringements• Certification & accreditation• Payments & CRM• Partner management• Audit & Security

• Hybrid IaaS cloud• Multi-tenant

application• Common data model• Re-usable functionality • Configurable rules• Digital platform• Analytics engine• Extensible modules

ITERATE & IMPROVE

OPERATE – MANAGE – SUPPORT – GOVERN - ADVISE

• 49 Business groups• Fit-gap analysis• Clean & migrate data• Process redesign • Change management

& training• SaaS delivery• Project management• Help & support

• 10m transactions pa• 200+ digital services for

citizens• Omni Channel transaction• Mobile, apps, e-mail, sms• Partner / B2B Channels• API Integration• KPI & reporting• 24x7 available & secure

DAY 2: TODAY

PORTFOLIOS & CLUSTERS

DEPARTMENTS & OFFICES

SYSTEMS & PROCESES

SERVICE CHANNELS

INFORMATION

• Cost savings ($100m+)• Delivering on policy goals• More frequent service announcements• Unified cross-silo view of cluster

• Reduced costs due to economy of scale• Leveraging standard processes• 100% success in change projects

• Automated & omni channel processes • High security, availability & performance• Quick, easy & agile change process • Zero maintenance overhead• Highly interoperable via open standards

• Improved Customer data• Easy to share information via APIs• Sophisticated just-in-time analytics

• 200+ Digital processes• Easy to use, reduced training needs• High customer satisfaction (98%) • Empowered and skilled staff

• Quick, easy digital services• Reduced red tape• Time & money saved – no waiting in

queues • Advise once, update in many places• Use apps, mobile, web• Increase usage of e-mail & sms• Increased security & privacy

CUSTOMER

THE RESULTS

OneGov Mobile: APR 2016

• More customer centric services – tell us once

• Single account to manage all activities

• Mobile apps, devices, IoT

• Digital licence / Wallet / ID

• APIs, APIs, APIs – more partnership, more win-win!

• Hyper agile – delivery business processes in the blink of an eye!

• Big data, machine learning, real time analytics

• Bots, AI and conversational interfaces

• Innovation labs to test new processes / technology

• Skunk works to disrupt those hard projects!

IN THE WORKS / COMING SOON…

Digital Licence Prototype: APR 2016

Thank you