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Digitization of Government Services (AU0007)



Action Plan: Australia National Action Plan 2016-2018

Action Plan Cycle: 2016

Status: Inactive


Lead Institution: Digital Transformation Agency (

Support Institution(s): Department of the Prime Minister and Cabinet; Non-government organisations (including Australian Open Government Partnership Network), private sector and the public

Policy Areas

Capacity Building, E-Government, Public Service Delivery

IRM Review

IRM Report: Australia Mid-Term Report 2016-2018

Starred: No

Early Results: Marginal

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Technology

Potential Impact:

Implementation i



Objective and description: Australia will continue to invest in digital technologies to make government services simpler, faster and cheaper, making it easier for the public to work and interact with government. We will do this by preparing a digital transformation roadmap, and establishing public dashboards to improve transparency around the performance of government services. Status Quo: The Digital Transformation Agency is an executive agency within the Prime Minister’s portfolio. Its mission is to lead the transformation of government services to deliver a better experience for Australians. Innovative use of digital technologies supports the open government agenda, through the provision of faster, cheaper and more accessible government services. While some progress has been made, there is an opportunity to seize the benefits of the digital revolution to improve the way government interacts with the public. The Australian Government’s Digital Service Standard requires that services are designed to ensure accessibility to all users, regardless of their ability and environment. It requires that people who use the digital service can also use the other available channels (face-to-face and telephony) if needed, without repetition or confusion. Ambition: To use digital technologies to promote transparency and public participation in government service delivery, engaging early and often with users throughout, so that government services meet the needs of the people who use them. The Digital Transformation Agency will work with government agencies to deliver a roadmap for the digital transformation of government services with clear milestones, including delivery timelines and key performance indicators. It will also continue to work with Australian Government agencies to use dashboards to transparently measure the performance of services as required under the Digital Service Standard., and which will be benchmarked against best practice in the private sector. Relevance: This commitment will advance the OGP values of technology and innovation and transparency by: increasing public access to government services; making government services more efficient and cheaper; and increasing transparency around performance of government services. COMMITMENT DETAILS: OGP Grand Challenge Improving Public Services. Timeframes December 2016 – Ongoing. Lead agency Digital Transformation Agency ( Other actors involved. Government Department of the Prime Minister and Cabinet. Non-government. Non-government organisations (including Australian Open Government Partnership Network), private sector and the public

IRM Midterm Status Summary

7. Digitally transform the delivery of government services

Commitment Text:

Australia will continue to invest in digital technologies to make government services simpler, faster and cheaper, making it easier for the public to work and interact with government.

We will do this by preparing a digital transformation roadmap, and establishing public dashboards to improve transparency around the performance of government services.



  1. Deliver a whole-of-government digital transformation roadmap.
  2. Release agency-level digital transformation roadmaps.
  3. Release and promote a beta version of the Digital Marketplace for ICT procurement.
  4. Release and promote a live dashboard measuring the performance of government services, with user satisfaction being one of the key performance indicators.

Responsible institution: Digital Transformation Agency

Supporting institution(s): Department of the Prime Minister and Cabinet and various non-government organisations

Start date: December 2016 End date: Ongoing

Editorial Note: This is a partial version of the commitment text. For the full commitment text, see the Australia National Action Plan available at

Context and Objectives
This commitment relates to the release of information about the development and use of digital technologies in the delivery and transparency of government services.

There are currently more than 1,500 commonwealth government websites, with more than 44 million content items.[1] The Commonwealth Government’s Digital Transformation Agenda was announced in the 2015-16 Federal Budget.[2] It involved establishing the Digital Transformation Office, which has since been transformed into the Digital Transformation Agency (DTA).[3] It also included funding initiatives related to the digital delivery of government services, such as developing a digital services standard, and common platforms to facilitate digital transformations within agencies.[4]

The development of digital delivery of government services is primarily the role of individual government agencies. The role of the DTA, along with other agencies, such as the National Archives of Australia and the Office of the Australian Information Commissioner, is to assist agencies in developing their digital delivery systems while developing common platforms and standards. The distributed nature of the development of digital services makes it difficult to monitor those developments and establish and compare their performance in the delivery of government services and facilitating interaction with government, including use, efficiencies and user satisfaction, across agencies.

The establishment of a whole-of-government roadmap will provide further information about the process and timing of the various initiatives making up the digital transformation agenda. Similarly, agency-level roadmaps are likely to provide further information about the nature and timing of initiatives relating to digital delivery of services within individual agencies.

The Digital Marketplace is part of the Commonwealth Government’s National Innovation and Science Agenda, announced in December 2015.[5] It is intended to provide an online marketplace where government agencies can outline a ‘brief’ of their digital product or service requirements and providers of those services, who have already been assessed on their corporate stability and digital expertise, can respond.[6] As Mel Flanagan, an open data advocate, content creator and developer suggests, the Digital Marketplace may make it easier for small to medium suppliers of digital and associated expertise to compete for government contracts and allow them to pitch innovative solutions.[7]

The Digital Transformation Agenda’s aim to increase the transparency of digitisation projects also includes providing users and government with access to data and analytics about the performance of digital delivery services and development, as well as making public key performance indicators on the initiatives within the Agenda as well as other whole-of-government activities. One of the ways in which these indicators will be made available will be through a live Performance Dashboard indicating compliance with the DTA’s Digital Service Standard.[8] The Digital Service Standard applies to all new, redesigned or high volume transactional services, allowing individuals and business to transact with the government, including providing information, money or goods, or new or redesigned services providing information to the public.[9] The Standard includes requirements for services within its scope to measure and report on indicators relating to user satisfaction, take up of the digital service, completion rate and cost per transaction.[10] Those reports will be made publicly available through the live dashboard which is the subject of milestone 4.

This commitment is of medium specificity. The commitment overall is objectively verifiable but some of the milestones could benefit from more detailed scope. For example, how the Beta version will be promoted, and how feedback and its development will be managed, is not clear. In terms of relevance to OGP values, the live dashboard will allow the public to have access to government performance in delivering services.

The commitment overall is of minor potential impact. A live dashboard would make it easier for the public to access information about government services and, to the extent it includes measures relating to user satisfaction and service accessibility, go beyond existing reporting requirements relating to expenditure and legislative compliance. As suggested in the Beta version of the Dashboard, the data underlying the performance measurements is made public on in an open format, further increasing its potential use in scrutinising and comparing government service performance. As a Beta version, the operation of the Digital Marketplace will also be subject to feedback from potential suppliers of digital services, increasing opportunities for civic participation.

The impact of the dashboard will depend on the extent to which its use is monitored and enforced, especially the extent it is applied to existing high-volume transactional services. Even if fully realised, the impact of the dashboard will also be limited by the criteria to be applied in evaluating service delivery performance and the public perception, at least, that it relates to the performance of the digital delivery aspect of the service rather than the user experience of the service considered as a whole.

In terms of the roadmap, stakeholders interviewed raised concerns over the relatively undefined nature of the criteria to be applied in assessing compliance with the digital services standard, and the resources and influence of the DTA in being able to enforce compliance. The roadmap is also not likely to be directly enforceable or otherwise provide for accountability in the completion of the initiatives mapped.


Milestone 7.1: This milestone was completed. The whole-of-government digital transformation road map[11] was launched on 15 December 2016.[12] It provides only a one-page overview of the main elements of the Digital Transformation Agenda, and strategies relating to ICT and Procurement, Digital platforms, and program management mapped against expected timelines. It includes Agency Transformation plans that were due to be completed by mid-2017, and Consolidated sector/domain transformation plans to be developed from April 2017 through to the end of 2018.

Milestone 7.2: This milestone was not started. The IRM researcher could find no evidence that Agencies had released roadmaps at the time of writing. Despite both email and phone communication with the DTA, an interview with the IRM researcher could not be arranged within publication deadlines. The Government’s Mid-Term Self-Assessment report states that the DTA is on track to support agencies in the creation of sector-wide roadmaps, indicating that sector-wide roadmaps may now be given priority over agency-specific roadmaps. In its submission to the Finance and Public Administration Committee inquiry into Digital Delivery of Government Services, the DTA listed as one of its priorities for 2017-18 the development of a digital transformation roadmap which shows how users interact with government across different portfolios, including tracking ‘life journeys’ involving engagement with government in finding work and growing a business.[13]

Milestone 7.3: This milestone was completed. The Digital Marketplace continues to be publicly available online in its Beta form.[14] It was expanded in February 2017 to accommodate an unlimited number of sellers and an increased number of product and service categories including cyber security, data science, content and publishing, marketing, communications and engagement, support and operations and emerging technologies including artificial intelligence and virtual reality.[15] The DTA has promoted the Marketplace through media releases, social media and internal government communications.[16] However, Mel Flanagan, indicated that she became aware of the Marketplace after involvement with the OGP process and was concerned that it was not being widely promoted, particularly in sectors not traditionally involved with government software and hardware procurement.[17]

Milestone 7.4: This milestone was completed. The Beta Version of the Performance Dashboard was made publicly available in February 2017.[18] The DTA has promoted the Dashboard through media releases, social media and internal government communications.

Early Results (if any)

The Government’s Mid-Term Self-Assessment report claims that the Digital Marketplace has 'dramatically increased SME involvement and made procurement of a range of services easier'. At the end of September 2017, the Marketplace had 275 opportunities from Government, 620 sellers of services approved, and registered more than 760 buyers from the Commonwealth, State and Territory and Local governments.[19] More than $40 million in government contracts had been awarded. Mel Flanagan suggested that it was too early to assess whether the Marketplace had made it easier to identify, and, importantly, be successful in securing opportunities to supply digital products and services.[20]

As at the end of September 2017, the Performance Dashboard monitored eight government services and products.[21]

Next Steps

Further information about the Government’s use of digital services should be made publicly available and widely promoted as an incidental part in their development as a way to increase their use and value to the community. Agency or sector-specific roadmaps could be developed and continually reviewed by the DTA as part of providing information to the public on the potential benefits of future developments. The DTA’s proposed use of ‘life cycle’ maps, reflecting how developments of digital services will impact on the way individuals engage with governments, may be a useful approach if they included collaboration with civic society and other interested individuals. However, their minor potential impact on increasing public access to government information or enhancing public participation limits their value in being included in future action plans.

The Digital Marketplace has the potential to not only match up government buyers and private sellers of digital services, but increase transparency over the approach taken by government agencies to procurement of government services. The Marketplace could be expanded to include reporting on the lifecycle of projects, including where possible the terms on which sellers were engaged and the outcomes, if any, of the projects undertaken or individuals engaged.

The Performance Dashboard also potentially provides a useful insight into the performance of government programs if it is comprehensive and accurate. However, unless incorporated as part of a process of holding agencies accountable for their performance, perhaps including the involvement of civil society and other user groups, the impact of this milestone is not likely to be sufficient to warrant inclusion in the next national action plan.

It should also be noted that the Senate Finance and Public Administration References Committee commenced an inquiry into the Digital Delivery of Digital Services on 16 August 2017.[22] After two extensions extension, the Committee is now due to report by 14 May 2018. This report may give rise to additional recommendations relevant to the elements of this commitment.

[1] DTA, ‘Digital Delivery of Government Services’, submission to the Finance and Public Administration References Committee inquiry into Digital Delivery of Digital Services, 29 September 2017,

[4] DTA, ‘The Digital Transformation Agenda in the 2015-16 Federal Budget’,

[6] National Innovation and Science Agenda, ‘Digital Marketplace’,

[7] Interview with Mel Flanagan, Nook Studios, 23 August 2017.

[8] The Digital Service Standard,; It came into effect on 6 May 2016 (see DTA Blog, ‘Digital Service Standard goes live’,

[9] DTA, ‘Scope of the Digital Service Standard’,

[10] DTA, Digital Service Standard, ‘11 Measure performance’,

[12] DTA, ‘Digital steps to benefit users’,

[13] DTA, Submission to the Finance and Public Administration Committee Inquiry into Digital Delivery of Governments Services, 29 September 2017, at p 4,

[15] DTA, ‘Digital Marketplace opens for new sellers’,; Other areas include strategy and policy, user research and design, and software engineering and governance: See Digital Marketplace, ‘what you can buy’,

[16] Interview with Department of Prime Minister and Cabinet, Canberra ACT, 7 September 2017.

[17] Interview with Mel Flanagan, Nook Studios, 23 August 2017.

[18] Performance Dashboard Overview,

[19] Digital Marketplace,; See also DTA, Submission to the Finance and Public Administration Committee Inquiry into Digital Delivery of Governments Services, 29 September 2017,

[20] Interview with Mel Flanagan, Nook Studios, 23 August 2017.

[21] Performance Dashboard Overview,; See also DTA, Submission to the Finance and Public Administration Committee Inquiry into Digital Delivery of Governments Services, 29 September 2017,


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