OneGov:Accelerating Digital Innovation in Government

Rahul DuttaTechnology Head, OneGov

243,000 recreational & commercial vessels

1,000 people apply for or renew a fishing licence daily

95,000 people receiving equipment & consumable assistance from enable NSW

(wheelchairs, consumables, ventilators & prosthetic limbs etc)

328,000 people currently holding valid high risk work licences in NSW

55 NGOs, 12,000 households and 18,000 foster carers

200K registered tradespeople

52,000 licensed property agents

55,000 security guards & operators

15,000 licensed venues (clubs, hotels)

employing 100’s of thousands of people

123

How it all started…

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

DAY 2: TODAY

PORTFOLIOS & CLUSTERS

JUSTICE TRANSPORT HEALTHSOCIAL SERVICES

ENVIRONMENT & PLANNING

EDUCATION INDUSTRY, TRADE & INVESTMENT

OTHERS

DEPARTMENTS & OFFICES

TRANSACTION PLATFORM

CUSTOMER & TXN DATABASE

STANDARD PROCESSES

DATA ANALYTICS

DIGITALFRONT COUNTER CALL CENTRE BACK OFFICE PARTNERS & AGENTS

DATA FEEDS & INTEGRATION

SERVICE CHANNELS

SERVICE PLATFORM CRM API

INTEGRATIONFEES &

PAYMENTSDIGITAL COMMS

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

• 200+ digital services – quick & easy• Reduced red tape• Time & money saved - no queues • Advise once, update in many places• Apps, mobile, web• Increase usage of e-mail & sms• Increased security & privacy• 98% satisfaction

CUSTOMER

THE RESULTS

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

WHAT’S COOKING?

Digital Licence Prototype: APR 2016

FuelCheck prototypeJUL 2016

Developer API PortalJUL 2016

Winner AIIA iAwards 2016

Gold Disruptor 2015

KEEPING THE MOMENTUM

CULTURE PROCESS TECHNOLOGY

COLLABORATION

TRUST

CUSTOMER FOCUS

SHARE & LEARN

OWNERSHIP

CAN-DO

OUTCOME DRIVEN

DESIGN THINKING

AGILE

RAPID & INCREMENTAL

INNOVATION LABS

SKUNK WORKS

HANDS ON SKILLS

HYBRID CLOUD

APPS, MOBILE, DIGITAL, APIs

AS A SERVICE EVERYTHING

BIG DATA, ANALYTICS

EARLY ADOPTION, R&D

Thank you