To provide a seamless and consistent service across government, agencies must work together to ensure that their individual systems are compatible and can be linked. In a trend mirroring the private sector, Government is entering the complex phase of providing integrated service delivery both online and through other channels.
Information and communications technology (ICT) play an important role in enabling innovation and improving the quality and accessibility of government services.
Increasingly challenges are better addressed by a whole-of-government initiatives rather than individual agencies:
- Mainstreaming online services delivery. It is no longer enough for online service delivery to be an add-on or after-thought or simply to be ‘overlayed’ on existing service delivery channels
- Investment & Value-for-Money. Agencies have indicated that more sophisticated service delivery will be difficult to progress without a coherent cross-agency investment strategy.
- Shared & collaborative approaches. Agencies already co-operate when developing policies and standards. Similarly, opportunities will continue to be taken to collaborate on ICT procurement both by leveraging government’s collective buying power and by increasingly re-using valuable intellectual property
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”For me it’s really about being able to refresh yourself. We all have really busy jobs, and the importance of being able to get out and just have a conversation…. It gives me confidence I’m on the right journey, that we are all grappling with the same things
Frances CawthraChief Executive Officer, Cenitex
”Citizens have basic expectation that when we deliver services, we do that efficiently. And collaboration is really at the heart of that. Quite often when we talk to others, we realise we are doing a lot of the same stuff and there are opportunities to stand on each other’s shoulders
Stephen GordonCIO, BC Office of the Auditor General
”It’s difficult just getting your act together inside a large agency, let alone across the whole public service (including state and councils); but from a community perspective it’s all “government”, so how do we bring it all together in a sensible way
Jane KingDeputy Commissioner, Enterprise Culture, Change and Innovation, Australian Taxation Office
