State of the Data and Digital Nation - An overview of data and digital government initiatives across the nation - September 2020
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AUSTRALIAN DATA AND DIGITAL COUNCIL
AUSTRALIAN DIGITAL COUNCIL
State of the
AUSTRALIAN DIGITAL COUNCIL
Data and Digital
Nation
An overview of data and digital government
initiatives across the nation
September 2020
Australian Data and
Digital Council
The Hon Stuart Robert MP, Chair, Commonwealth
Minister for the National Disability Insurance Scheme
Minister for Government Services
The Hon Victor Dominello MP, New South Wales Danny Pearson MP, Victoria
Minister for Customer Service Assistant Treasurer
Minister for Regulatory Reform
Minister for Government Services
The Hon Mick de Brenni MP, Queensland The Hon Dave Kelly MLP, Western Australia
Minister for Housing and Public Works Minister for Water, Forestry, Innovation and ICT,
Minister for Digital Technology Science, Youth
Minister for Sport
The Hon Steven Marshall MP, South Australia The Hon Michael Ferguson MP, Tasmania
Premier of South Australia Minister for Finance
Minister for Infrastructure and Transport
Minister for State Growth
Minister for Science and Technology
Leader of the House
Andrew Barr MLA, ACT The Hon Paul Kirby MLA, Northern Territory
Chief Minister of the Australian Capital Territory Minister for Small Business
Minister for Jobs and Training
Minister for Recreational Fishing
Minister for Veterans’ Affairs
Minister for Public Employment
Minister for Corporate and Digital Development
The Commonwealth owns the copyright in all material developed and Email: addc@pmc.gov.au
produced by the Australian Government in conjunction with the states and The details of the relevant licence conditions are available on the Creative
territories. Commons website, as is the full legal code for the CC BY 3.0 AU license.
All material is provided under a Creative Commons Attribution 3.0
Australia, with the exception of:
• the Commonwealth Coat of Arms
Attribution
• this Department’s logo
Material obtained from this website is to be attributed to this as:
• the State and Territories Coats of Arms
Commonwealth of Australia 2020
• content supplied by third parties.
If you have questions about this report, please contact:
Data and Digital Branch – Department of the Prime Minister
and Cabinet.
Introduction
The impact of the COVID-19 pandemic has reminded The ADDC operates under the principles of
us of the increasing reliance we have on technology collaboration, national reusability, trust and
in our day-to-day lives. In the first 6 months of 2020, transparency. It is focused on understanding and
more people than ever have turned to government meeting the needs of users of Australian government
digital services: be it applying for Jobseeker payments services.
online; participating in telehealth consultations;
The ADDC’s work program over 2019 and 2020
remote work and schooling; and receiving business
focuses on four key areas:
support payments. Technology will also be crucial
to supporting Australia’s recovery from the impacts 1. Reforming cross-jurisdictional data and digital
of COVID-19, helping society and sectors of the platforms, services and protocols
economy to rebuild and grow.
2. Enhancing government capability to build public
Working together is now more important than ever. trust and deliver digitally
The Australian Data and Digital Council (ADDC) 3. Transforming services around life events
was formed in September 2018 to drive better
cross-government collaboration on data and digital 4. Delivering a seamless digital identity experience.
transformation. Since then, the Council has worked
collaboratively to align services and strategies across
Australia with the goal of better, more joined up
service delivery, improved data and digital policy
outcomes, and sharing information, insights and
capabilities across Australia.
State of the Data and Digital Nation 3
State of the Data and
Digital Nation
The State of the Data and Digital Nation report 1. Policy and Strategy
aims to increase visibility and transparency of data
2. User Experience
and digital initiatives across the nation and help
the ADDC identify areas of alignment and potential 3. Products and Services
collaboration between jurisdictions. This is the second
edition of the State of the Data and Digital Nation 4. Service Enablers
report.
5. Internal Capabilities
The report provides an overview of the main data and 6. Data Sharing and Linking.
digital transformation initiatives taking place across
Australia – including ADDC initiatives, as well as those Case studies are shared throughout, highlighting the
from the Commonwealth and state and territory achievements of the ADDC and in each jurisdiction.
governments. This publication is not intended to be exhaustive – it
Data and digital initiatives described in this publication provides a snapshot of work being undertaken across
are grouped into six key themes consistent with the jurisdictions.
2019 report:
19 Northern Territory
40 Queensland
22 Western Australia
46 New South Wales
24 South Australia
Australian
61 Victoria 21 Capital Territory
55 Commonwealth Government
14 Australian Data and Digital Council 16 Tasmania
State of the Data and Digital Nation 4
ADDC Signature Initiatives
Policy and Strategy
ADDC Vic ACT
State of the Data and Digital Nation Vic Gov IT Strategy 2016–20 and Digital Digital Strategy
ADDC Priority areas Strategy Refresh Digital Health Strategy
Cyber Security Strategy
Commonwealth Data.Vic Access Policy and Guidelines NT
Digital Transformation Strategy Victorian Protective Data Security Framework Digital Territory Strategy and 2020–21 Action
Platforms, Hosting, Secure Cloud Strategies Plan
Victorian Digital Asset Strategy
Whole of Government Architecture Digital Government Transformation Plan
Digital Continuity 2020 Policy Qld Accelerate – Education
National Digital Health Strategy Digital Health Strategy Digital Strategy 2019–2022
Cyber Security Strategy Our Future State Plan
Cloud Security Guidance
WA
NSW DigitalWA: State ICT Strategy 2016–2020
Beyond Digital (under review)
Digital Restart Fund Policy Draft Digital Inclusion Blueprint
NSW Cyber Security Strategy Information Classification Policy
NSW Smart Infrastructure Policy Tas
NSW AI Strategy Our Digital Future
NSW Operational Communications Strategy
NSW IoT Policy & Guidance
NSW Cloud Services Policy
User Experience
ADDC NSW WA
National Life Event Priorities & Governance End of life (NSW + CTH) Death of a loved one life event
Framework (CTH) Digital Birth Certificate (incl. other life event
Birth of a Child (ACT) certificates) SA
Looking for work (Qld) Australian Death Notification Services (ADNS) Agriculture business transformation program
End of Life (NSW) Life Events Page Tas
Experiencing a natural disaster (CTH) Online Change of Name Registration Digital Ready for Daily Life
Digital Inclusion Snapshot (NT & WA) Online Relationship Registration Lifelong digital skills
Customer Journey Mapping
Commonwealth Tasmanian Trade Strategy 2019–2025
Life Event Communities Vic ACT
Life Event Journey Mapping & National Life events guides Birth of a Child (with QLD & CTH)
governance Customer Journey Mapping One WWVP registration process that
Life events: having a baby, looking for work, Human Centred Design Framework and integrates NDIS worker screening
End or life, experiencing a natural disaster Playbook Whole of Government Concessions
Digital Squads Public Engagement Framework Digital Inclusion to enable remote learning
Digital Service Standard Digital Accessibility
Design System Regional Digitisation Roadshow NT
Digital Opportunities Roadshow Remote Telecommunications
Starting a business in retail, or hospitality
Qld Digital payments solution
Concessions Finder and Seniors Concession Onshore petroleum digital portal
Service
‘No Card, No Start’
Looking for work life event
Parents
SmartHub
State of the Data and Digital Nation 5
ADDC Signature Initiatives
Products and Services
Commonwealth Vic SA
COVIDSafe Service Victoria Common digital forms
Australia.gov.au Engage Victoria SA.gov.au
Notify Single Digital Presence Digital process improvement (Education)
myGov Police Assistance Line & Online Reporting Service redesign (Human Services)
Beta.my.gov.au Service Victoria Authorised Officer App
myGovID
Tas
Sourcing platforms
Qld Startups and entrepreneurial pathways
Unify Program Digital Ready for Business
ATO Online
Sortli App IT industry – global branding
My Health Record
QiHub Support COVID-19 recovery and renewal
Electronic prescribing
MyQld Digital Experience Platform
National Cancer Screening Register
Blue Card
ACT
NSW Email a prisoner
ACT Telehealth Services
ACT Health Consumer App
Buy.nsw OSR Online
Jobs for Canberrans (Casual Jobs Register
Service NSW COVID-19 Relief Application (Payroll Tax
for people who have lost their jobs or have
Digital Driver’s Licence Deferral)
been significantly impacted due to COVID-19
MyService Account Yellow Card Worker Screening to register and apply for work opportunities)
Nsw.gov.au QCS – Virtual Prisoner Visit Solution
NT
Tell Us Once
WA Digital Frontline Programs (health, policing,
Government Made Easy Environment Online courts, child protection and youth justice).
WA.gov.au website
ServiceWA (Pilot)
Streamline WA
Service Enablers
ADDC Vic WA
Trusted Digital Identity Framework adoption My Learners Application Digital Identity
(CTH) Identity & Access Mgt Strategy, Policy & APIs
National Digital Identity Roadmap (CTH) Standards
National API Design Standards (VIC) Single Digital Identity and Sign-on SA
e-Invoicing pilots (CTH & NSW) Facial verification for Bushfire Relief claimants SA.gov.au services portal
Digital Legal Aid Program Identity & Access Mgt Strategy (Primary
Commonwealth Grants Transformation Program
Industry)
Digital Identity Identity Mgt (Education)
Pick My Project
Trusted Digital Identity Framework Website as a service
Single WOVG Payment Gateway
Style Manual YourSAy consultations
Invest Victoria Platform
Healthcare Identifiers Service Better Together
Digital Assessment Library
gov.au Observatory Education Mgt System & Integration Data
Victorian Information Security Network
Single Touch Payroll Platform
Coronavirus web hub
Business Registration Service Service databases improvement
Victoria Together (concessions)
New Payments Platform
Budget.vic.gov.au Results reporting data dock
Virtual assistants
Business.gov.au Qld ACT
Residential Tenancy Authority – Digital Forms
NSW Digital Archiving Program
Digital Account
Single view of Government Digital Health Record
Tell Us Once (authentication) Whole of government concessions
Digital Restart Fund
Simplify.qld.gov.au
Digital Identity
International Student COVID Applications NT
Digital Design System Reporting – COVID Student Grants and Care Digital Transformation Program: Health
API Design Standards Army Services clinical solution
Digital.nsw.gov.au Accommodation Support and Respite International connectivity
Services Client Management System Enterprise commercial data centre project
Carer Connect App Darwin to Groote Eylandt optic fibre upgrade
Business Assistance Finder
Bail Reporting App
State of the Data and Digital Nation 6
ADDC Signature Initiatives
Internal capabilities
Commonwealth Vic (continued) SA
APS Digital Profession – Career Pathfinder Shared Service Provider Dept Innovation and Skills- Digital
Protected Utility Blueprint State Resource Information Management Transformation
Procurement Reforms System upgrade Digital skills program
APS Digital Profession Connecting Victoria Digital Workplace Strategy (Primary)
Improved connectivity in schools
Cyber Uplift
Qld NAPLAN & SACE Online adoption
Digital investment, coordination & advice
QCN Fibre (regional telecommunications
Digital & data governance Classroom modernisation
capability)
Business Research Innovation Initiative (BRII) Police Service Mobility Tas
NSW Office of State Revenue Transformation ‘Smart City’ technology
Program Streamlined technology services procurement
Infrastructure Data Management Framework
(IDMF) AustCyber Partnership Agreement Cyber Security Program
(establishment of 3 Queensland Nodes:
Data Governance Toolkit Technology Roadmap
Brisbane, Townsville, Sunshine Coast)
WofG Digital Sourcing and Savings Program Cloud-first policy
Social Investment Program – Procure to
Buy.nsw Invest (P2i) ICT platform Digital solutions to reduce red tape
Whole of Government Technology Services Information Security Management System Digital communications infrastructure
NSW Critical Infrastructure Regional Network ACT
Cyber Security NSW
WA Growing our digital capabilities
Vic GovNext – ICT Procurement Reform Responsive procurement Geospatial
Whole of Vic gov API Capability program Ecosystem
Regional communications network
Developer.Vic improvements Whole of government Digital Records
Strategy
Cyber Incident Response Service Cyber Security Controls uplift
Executive Capability Uplift Program Cyber Security Cooperative Research Centre NT
Data and Digital Standards Work Integrated Learning Program Terabit Territory
ICT State Purchasing Contracts Digital Partnerships Program
Common platforms Cyber security training and awareness
Buying for Victoria programs
Data & Analytics Capability Uplift Cyber Security Governance
Data Sharing and Linking
ADDC Vic WA
Trust Principles Data Sharing Act 2017 Data linkage system
National Disability Data Asset Centre for Data Insights Index of Biodiversity Surveys for Assessments
GovMap Privacy & Responsible Information Sharing
Commonwealth Centre for Data Linkage Leg
Data sharing initiatives data.wa.gov.au
Single Digital Reporting Platform
Data Availability & Transparency legislation Open Data Policy
Data.vic.gov.au
Foundational Four Birth Defects Data Sharing
Victorian Data Directory
Data Sharing Principles Data Sharing Analytics Hub
Family Safety Vic Central Information Point
Data Sharing Agreement template
3rd Open Govt National Action Plan 2020-22
Child Link register
SA
Victorian Social Investment Integrated Data
Data.gov.au, NationalMap Vulnerable Children
Resource
Emergency Mgt
NSW Know your Council website
SA-Commonwealth DHS data sharing
NSW Data Analytics Centre (DAC) My Victoria Platform
Situational Awareness for Emergencies (SAFE)
Major Data Assets Victorian Economic and Revenue Analytics
Outcomes Based Budgeting Service Victoria Act 2018 Tas
Digital Twin Digital Cadastre Modernisation Program Information management and data analytics
4D FSDF DataShare Platform
Web Analytics ACT
NSW Mobility
MyVictoria Wellbeing Indicators
NSW Consumer Spend & Financial Hardship
COVID-19 Vulnerability
NSW Customer Sentiment Qld LIDAR – Emergency Services
NSW Data Sharing Act (2015)
Total Harm Ranking and Evaluation Tool Live Traffic Data
GovLink
Sector procurement data analysis ACT Data Analytics Centre
Data.NSW Open Data
Destination Information eDRMS ACT Open Data Program
Suspected Child Abuse and Neglect (SCAN)
interagency data sharing NT
Mandatory reporting of child safety concerns Data exchange for child protection
by identified professions Integration of master data
Our Child expansion for youth justice Open data portal enhancement
Connect for Safety interjurisdictional child
protection information sharing solution
State of the Data and Digital Nation 7
Australian Data and Digital Council Initiatives Case studies: Commonwealth National approach to life events 9 Australian Capital Territory Birth of a Child 10 Victoria National Application Programming Interface Design Standards (NAPIDS) 11 Commonwealth Building trust – ADDC Trust Principles 12 National Disability Data Asset 13 Commonwealth National alignment to the Trusted Digital Identity Framework 15
Case study Australian Data and Digital Council
National approach to life events
Lead jurisdiction: Commonwealth
Understanding life events allows governments to learning, sharing and integration. In order to focus
orient services around people’s needs, rather than collaborative efforts between jurisdictions, the ADDC
how government is organised. Across Australia and has also endorsed four priority life events with a
globally, governments are starting to adopt life events- different jurisdiction leading each one:
based design approaches to delivery better, user-
• Having a baby (Australian Capital Territory)
centred services.
• Looking for work (Queensland)
The Australian Data and Digital Council (ADDC) has
• End of life (New South Wales)
agreed a set of principles which provide a shared
• Experiencing a natural disaster (Commonwealth).
framework to prioritise, govern, fund and manage life
event initiatives.
A dedicated working group supports implementation
The principles include the need to reduce duplication, and evaluation of the principles and assists the ADDC
ensuring the efficient use of collective resources to prioritise and support life event journey initiatives.
and maximising the benefits of cross-jurisdictional
State of the Data and Digital Nation Australian Data and Digital Council initiatives 9
Case study Australian Data and Digital Council
Birth of a Child
Lead jurisdiction: ACT
The ACT and Queensland Governments, working The outcomes sought are to:
with Services Australia, are collaborating to design
• Make it easier for parents by reducing the burden
and test the feasibility of a seamless, digital end-to-
of form-filling, leveraging information that the
end customer pathway for new parents to register a
Government already holds by using systems
newborn child with minimal customer interaction.
already in place and the data that flows through
The birth of a child triggers a range of required them naturally
activities, from registering the birth with Births, Deaths • Establish an identity of integrity we can all rely on
and Marriages (BDM), obtaining a birth certificate,
• Represent efficient government administration
enrolling in Medicare and relevant social welfare
with a solution that is extensible to all jurisdictions.
services. In many cases, this requires new parents
providing the same information to multiple agencies
Work to date has included the creation of a multi-
at both state and federal government levels. This
disciplinary team, design workshops covering
pilot aims to simplify the process as much as possible
exceptions, barriers, data requirements, and
through data collection and information exchanges
the creation of journey maps highlighting what
with trusted sources to create a much easier and
happens, pain points and administrative touch points
better experience for people at a big moment in
throughout the birth of a child process.
their lives.
The Pilot builds upon the Services Australia Medicare
Newborn Enrolment Hospital Trial, with over 18,000
enrolments created so far.
State of the Data and Digital Nation Australian Data and Digital Council initiatives 10Case study Australian Data and Digital Council
National Application Programming
Interface Design Standards (NAPIDS)
Lead jurisdiction: Victoria
Victoria and the Commonwealth have co-led the It has also supported the implementation of the
development of national design standards for standards within jurisdictions’ API programs. For
Application Programming Interfaces (APIs). National example, Victoria’s Whole of Victorian Government
API Design Standards support all levels of government API capability program is leveraging the NAPIDS to
to harness the power of APIs to securely share, re-use support the creation of APIs that are fit for purpose
and enhance data in real-time. This leads to improved and meet a range of government needs. See the
service delivery outcomes for people and businesses. WOVG API program case study for further details.
The NAPIDS create a common method of API The working group also supports cross-jurisdictional
development and address many of the questions projects to leverage the NAPIDS, such as the current
that developers may encounter in designing and early-stage project for Electronic Lodgement Network
developing APIs for government purposes. The Operators (ELNO). This project seeks to develop a
NAPIDS create consistency between jurisdictions and competitive ELNO market for property and land titles–
promote better interoperability. They support the providing subscribers with an efficient, secure and
development of consistent, intuitive, and sustainable integrated solution that allows them to transact with
APIs and increase the potential for API adoption and their ELNO of choice. This project is one example of
sharing between IT systems. the many potential cross-jurisdictional applications
of the NAPIDS that are currently being explored or
Since the ADDC endorsed the NAPIDS in December
implemented.
2019, a cross-jurisdictional working group of API
experts has continued to develop the standards in The NAPIDS are available at the API.gov.au website.
collaboration with the API developer community.
State of the Data and Digital Nation Australian Data and Digital Council initiatives 11Case study Australian Data and Digital Council
Building trust – ADDC Trust Principles
Lead jurisdiction: Commonwealth
The Australian Data and Digital Council has committed all projects on the Council’s work plan are tested
to using data and digital technologies to improve against the Principles at regular intervals to ensure
the lives of Australians, now and into the future. This they meet public expectations on how data is used
includes projects to drive smarter service delivery and and protected.
improved outcomes for citizens.
This approach is resulting in better outcomes for
The Council understands building public trust is critical everyday Australians. One of the key projects on
for the successful delivery of data and digital activities. the Council’s work plan, the National Disability Data
In an increasingly complex world of data collection Asset, is applying the Trust Principles to ensure
enabled by new technologies, building public trust accountability, transparency and respect while co-
requires meaningful engagement and honest dialogue designing the Asset with people with a disability, their
with the public about their expectations, needs and carers and family members, and government decision-
concerns. makers.
To provide assurance that citizens’ needs are front of The ADDC Trust principles are available from the
mind when digital services are developed, the Council Department of Prime Minister and Cabinet website.
has developed citizen-focused, public-facing Trust
Principles. Following publication in June 2020,
‘I know my data is
‘I feel government secure and my
listens to my views, privacy protected’
and uses data ethically’ Act fairly Protect
& ethically your
privacy
Se
ct cu
pe
Make
engaging
s
ri t
Implement
Re
with us easy
y
strong security
and listen to
systems
your views
Build trust through
responsiveness to
Be honest citizens’ needs Proactively
Ac
cy
about mistakes communicate
co
en
and learn ta with you
un
ar
bi p
from them
li t ns
y Tra
Respond quickly
when things ‘I know how
go wrong
‘I know government government uses
will tell me when something data, and where
goes wrong and what
I need’
State of the Data and Digital Nation Australian Data and Digital Council initiatives 12Case study Australian Data and Digital Council
National Disability Data Asset
The National Disability Data Asset is a landmark The 18-month NDDA pilot is seeking to design a data
initiative of Commonwealth-state data sharing and asset that builds on lessons learnt from Australian
linking that represents an opportunity to deliver linkage projects to date as well as international best
ground-breaking public policy outcomes by better practice to enhance services.
harnessing the potential of data insights.
Nine key partners, including the Commonwealth
It is envisaged that the asset will link de-identified (PM&C, DSS, NDIA), New South Wales, Victoria,
services and outcomes data from across the Queensland, South Australia, a National Project Team
Commonwealth, states and territories, including data and a Technical Project Team, are driving the pilot’s
from the National Disability Insurance Scheme (NDIS), delivery to:
other disability programs and general government
• Trial how to link data through five government test
services accessed by people with disability.
cases that focus on key social outcome domains
The vision is to deliver an enduring, national de- comprising early childhood, justice, education
identified data asset that will enable a person-centred to employment, mental health, and how linked
picture of services and outcomes for the one in five administrative data can support an outcomes
Australians living with a disability to improve their framework under the new National Disability
outcomes. Strategy
The NDDA project is an opportunity to build an • Leverage data to enable digital experiences and
Australian model of linking data nationally across data insights for people with disability and for
health, education and human services to create a service improvement and public policy uses
permanent data asset that can be used for multiple • Explore analysis frameworks and access controls
purposes. to enable safe, timely and simple access to data
while protecting privacy
The NDDA is anticipated to be a valuable investment
which will contribute to better services and better • Engage and collaborate with people with disability,
understanding of the outcomes and experience of their carers and family members, the broader
people with disability by enabling data-informed disability community, policy decision makers,
insights to be made available to people with disability advisors and administrators and the research
and the sector, to governments and to researchers. community in order to map opportunities, share
insights and develop the asset.
State of the Data and Digital Nation Australian Data and Digital Council initiatives 13More information on the NDDA is available at the data to improve services, enable digital solutions and
Department of Social Services website. empower people living with disability to enhance
their lives.
If the pilot is a success, it will be a step-change in
the way governments share and link data, and use
State of the Data and Digital Nation Australian Data and Digital Council initiatives 14Case study Australian Data and Digital Council
National alignment to the Trusted
Digital Identity Framework
The Trusted Digital Identity Framework (TDIF) has common framework to allow this to occur and to
been developed as a whole-of-economy framework, enable interoperability across all levels of government
providing confidence that privacy and security is systems.
safeguarded when using Digital Identity.
At its June 2020 meeting, the Australian Data and
In the Commonwealth, the Digital Transformation Digital Council agreed to take steps to align to the
Agency (DTA) is responsible for the TDIF. The DTA TDIF across all jurisdictions. Alignment to the TDIF
works closely with partner agencies and across will make adoption, interoperability, integration and
jurisdictions to build a digital identity system in accreditation easier for jurisdictions in the future.
accordance with the TDIF.
The TDIF is available at the DTA website.
A key requirement for making personalised
government services digital is the ability for a user
to prove who they are online. The TDIF provides a
State of the Data and Digital Nation Australian Data and Digital Council initiatives 15Theme 1 Policy and strategy Case studies: Commonwealth Digital Transformation Strategy 17 Whole-of-government architecture 18 New South Wales Beyond Digital 19 Victoria Victorian Government Information Technology Strategy 2016-2020 20 Queensland Digital Health Strategy 21 Tasmania Our Digital Future 22 Northern Territory Digital Territory Strategy and 2020–21 action plan 23
Case study Commonwealth
Digital Transformation Strategy
The Commonwealth Government’s Digital Government that’s fit for the digital age: looking
Transformation Strategy sets a vision of world- closely at how the public service works and building
leading digital government that delivers services that the skills and underlying technology needed to deliver
are simple, respectful, personalised and available on the opportunities digital transformation presents.
wherever you need.
The Strategy is supported by a Roadmap, updated
The Strategy sets a bold vision to be among the top annually, that shows the following key digital initiatives
three digital governments in the world by 2025. This underway over the next two years:
vision will come into sharp focus as we grapple with
• A government that uses digital-first policies and
the challenges of 2020.
services to help Australians find and keep jobs as
The Digital Transformation Strategy sets out three key we recover from the impacts of COVID-19.
priorities: • A government that uses digital approaches to help
Government that’s easy to deal with: creating all sectors of the economy grow.
simple and intuitive services that are design around • A government that reaps the cost benefits of digital
the needs of Australian people and businesses. This transformation to invest better public services.
includes building our Digital Identity program for easy
and secure access to services. The Digital Transformation Strategy is available from
the DTA website.
Government that’s informed by you: using data
analysis so that services are responsive to individual
needs. Government policies and programs based on
evidence will build trust in government as a strong
custodian of Australians’ data.
State of the Data and Digital Nation Policy and Strategy 17Case study Commonwealth
Whole-of-government architecture
‘From siloed capabilities to a landscape of connected platforms and services’
The Australian Government is developing a whole The program is supported by a taskforce with
of government architecture to drive design and representatives from the ATO, Services Australia,
investment decisions. Home Affairs, and Defence. It is governed by the
Government Architecture Design Authority, with
The vision is to take us from siloed capabilities to
membership including the taskforce departments
a landscape of connected platforms and services.
and agencies, plus the Department of Finance.
The initiative is being led by the Digital Transformation
Agency. The focus is on providing tools and capabilities In the 2020-21 financial year the program will
to support agencies and the government to build be progressing to deliver foundation capabilities
integrated capabilities. to provide an initial Government Architecture
Operating Model, Government Business (Reference)
The whole-of-government architecture vision is to
Architecture, Platform and Services Enablement, and
provide better design and investment for connected
Assurance capabilities.
government, services, and capabilities for Australia.
It will achieve this by: It is expected the initiative will generate significant
benefits for the Australian Government through the
• Championing Users: promote user-centric design
identification and promotion of ‘re-use opportunities’
of service and capability planning, design, and
and the ‘integrated design’ for platforms, services,
development
and capabilities.
• Connecting Services: develop and promote
guidelines, standards, and practices to support
the development of connected services and
capabilities
• Building Communities: create architecture
communities to collaborate, innovate, and design
government services and capabilities
• Enabling Assurance: provide advocacy, insight, and
tools to visualize and assure investment and design
decisions.
State of the Data and Digital Nation Policy and Strategy 18Case study New South Wales
Beyond Digital
‘Reimagining customer service in a connected digital age’
Launched in November 2019, ‘Beyond Digital’ will Our next step is to reimagine how we can go beyond
guide NSW Government to deliver smart, simple digital to deliver a truly customer-driven strategy.
and seamless personalised services available from
This strategy embeds customer commitments and
anywhere, to all our customers.
outcomes into the heart of a digital strategy to truly
Beyond Digital reflects the reality that the biggest go Beyond Digital.
opportunities to improve customer service do not
Regardless of what service is being delivered,
just better utilise technology, but go beyond, such
whether it’s face-to-face, online or behind the scenes,
as adopting a whole-of-government view of service
customers consistently tell us they expect certain
delivery, driving a culture of continuous improvement,
behaviours from NSW Government.
or setting the strong security and privacy foundations
to allow effective use of emerging technologies like These behaviours now form our Customer Service
Artificial intelligence. Commitments. These commitments outline our
promise to customers on what they can expect
Our Strategic Direction:
when receiving all NSW Government services:
• Put Customer at the Centre
• Easy to engage
• Deliver Better Frontline Technology
• Act with empathy
• Engage and Use Data Insights
• Respect my time
• Invest for Customer Outcomes
• Explain what to expect
• Develop Capabilities for the Future.
• Resolve the situation
• Engage the community.
Customers today expect more secure, transparent,
accessible, and responsive services from government.
More information on Beyond Digital is available from
And those expectations are rising with more
Digital.NSW.
customers transacting online every day.
The NSW Government has already taken the bold
move to create the Department of Customer Service.
State of the Data and Digital Nation Policy and Strategy 19Case study Victoria
Victorian Government Information
Technology Strategy 2016-2020
The Victorian Government Information Technology With the publication of annual action plans and a
Strategy 2016–2020 charts the Victorian digital presence highlighting and tracking progress,
Government’s direction over the period 2016–2020 this strategy positions information technology as
for open information, digital services, strong modern supporting the design and delivery of good policy.
systems and increased capability.
Victoria is currently considering a strategy refresh
Its goal is to give guidance to decision makers in the to launch the Victorian Government Digital Strategy
public service and provide insight into government’s 2020+.
approach in the Information and Communication
Technology sector.
State of the Data and Digital Nation Policy and Strategy 20Case study Queensland
Digital Health Strategy
Queensland Health has embarked on an ambitious Virtual Care
program of healthcare transformation, harnessing the
Kilcoy Hospital is the first in the world to implement
power of data and digital technology for improved
the new wireless continuous patient monitoring
quality of care, patient safety, system efficiency and
system throughout the whole hospital that means
productivity
instead of checking vitals every four hours nurses
The 10-year vision for advancing digital healthcare can dedicate more time to caring for complex clinical
in Queensland adheres to the Queensland Digital activities while still receiving real-time updates of
Clinical Charter transformation principles and is being patients.
implemented across 3 horizons, namely:
West Moreton Hospital and Health Service is currently
• building the digital foundations piloting the MeCare remote patient monitoring
• optimising digital and workforce capabilities, and platform to help over 300 chronically ill patients take
• transforming the health system by scaling digital control of their own health. Using in home mobile
solutions. technology, they can measure and record daily health
targets such as blood pressure and weight, and speak
Digital Hospitals Program each day with a nurse without having to leave the
comfort of their home.
The digital hospital program has successfully
transformed 13 Queensland hospitals and one
Integrated Care
community health centre into fully digital healthcare
facilities, covering 50 per cent of all public hospital Queensland Health is supporting the uptake of the
activity. Clinicians now have access to the single My Health Record and are uploading the following
patient medical record offered by the advanced health information into patients’ record. General
integrated electronic Medical Record (ieMR) solution. Practitioners, and nurses in aged-care facilities can
now access key patient health information from
Data and Analytics Queensland’s public acute healthcare facilities (via The
Viewer) ensuring continuity of care for patients across
Queensland Health has developed an Information multiple providers.
Management Strategy which opens the way for
innovation and adoption of new and emerging
Digital Foundations
technologies across digital health, underpinned and
enabled by robust information management. Key foundations required for the successful digital
transformation of healthcare facilities and to support
new or enhanced models of care include fast, reliable
and secure connectivity, digitally empowered facilities,
contemporary workplaces, mobility and frameworks
to assess and support digital readiness and digital
continuity.
State of the Data and Digital Nation Policy and Strategy 21Case study Tasmania
Our Digital Future
Tasmania’s first digital transformation Strategy: Our • The Digital Ready for Daily Life program aims to
Digital Future, was launched in June 2020. increase digital literacy in specific target groups:
low income households; older Tasmanians;
Released against the backdrop of the COVID-19
and people not in paid employment by raising
pandemic, Tasmania’s digital strategy identifies major
awareness of existing digital assistance sessions
actions across three priority areas: to support a vibrant
and free internet access, and working with partner
digital economy and workforce; community wellbeing
community organisations to provide targeted
and digital inclusion; and a range of government
digital assistance sessions and workshops around
services that are easy to access and use.
the state.
The Strategy overarches several of Tasmania’s • The Tasmanian Start-up Accelerator Program’s
signature digital initiatives, including: Energy-Internet of Things (IoT) hardware start-up
• The Digital Ready for Business program provides accelerator is led by EnergyLab to support and
free targeted assistance and advice to support mentor local tech start-ups while partnering and
Tasmanian small businesses and improve their collaborating with local entrepreneurs.
participation in the digital economy. The program is • The Enterprize innovation hubs network provide
delivered through three core elements: seminars, co-working spaces and a range of activities to
coaching sessions and a content-rich website. support entrepreneurs, startups and innovation
within the Tasmanian community.
State of the Data and Digital Nation Policy and Strategy 22Case study Northern Territory
Digital Territory Strategy and 2020–21
action plan
The Digital Territory Strategy was released by the and the community on the achievements over the
Northern Territory Government in October 2018. previous year, showing progress of ongoing and multi-
This strategy provides a framework for digital year programs and providing new actions.
initiatives across Northern Territory sectors, setting
The 2020–21 Digital Territory Action Plan is the third
out a vision and digital directions.
action plan supporting the Digital Territory Strategy.
The Digital Territory Strategy brings together the The Action Plan presents a consolidated snapshot of
Northern Territory Government, industry and the key digital initiatives across the five strategic directions
community to harness digital technology and data to in the Digital Territory Strategy and highlights digital
drive economic growth and a more digitally inclusive achievements. Significant progress continues to
society. be made with most initiatives well advanced or
completed.
The annual Action Plan refresh ensures the Digital
Territory Strategy is responsive to new priorities, More information on the Digital Territory Strategy
market developments and technology changes. It also is available from the Digital Territory website.
supports transparency by reporting to government
State of the Data and Digital Nation Policy and Strategy 23Theme 2 User experience Case studies: Commonwealth Life Event Communities 25 New South Wales Life Events page 26 Digital Birth Certificate (including other life event certificates) 26 End of life 27 Australian Death Notification Service (ADNS) 27 Queensland Seniors Concessions Service 28 No Card, No Start 29 Northern Territory Remote Telecommunications 30
Case study Commonwealth
Life Event Communities
The Digital Transformation Agency, working in In addition to the online communities the team have
partnership with APS and state and territory agencies, hosted several large meet-ups looking at designing
runs the Life Event Communities initiative. The the future experience of government, smaller
purpose of Life Event Communities is to break down targeted events such as Retirement Years showcase
siloes to influence and transform the way government and ideation, as well as networking sessions with key
delivers services to people. Based on similar initiatives influencers. The intention of these events and meet
in other countries, the hope was that this approach ups are to showcase research, foster collaboration
would promote a more holistic understanding of the and build capability in the life events approach across
users experience and encourage collaboration on agencies and jurisdictions.
common problems.
The online community has grown significantly since
The Communities provide a space to share research, the first meet-up in November 2018 with membership
insights, and other findings, while connecting tripling. As of August 2020, the online communities
members from all layers of Government. This aim is have an online membership of 660 people
to reduce duplication of effort and understand and represented by over 90 Commonwealth, state, local
improve upon whole of Government service delivery and international government departments.
using a life event journey led approach.
The Life Event Communities also provide ongoing
support Australian Data and Digital Council led life
event initiatives.
State of the Data and Digital Nation User experience 25Case studies New South Wales
Life Events page
NSW Government Life Events provides information, • Jobs and career
advice and support so that people can make the right • Serious injury and illness
decisions for various life events in one central location
• Living in NSW
online, including about:
• Retirement
• COVID-19
• End of life
• Starting and growing a family
• Schooling
Digital Birth Certificate
(including other life event certificates)
NSW is developing a digital solution to complement of both. The project is currently in discovery phase.
our paper birth certificates as well as other life event The aim is to achieve a national solution adopted by
certificates. This may take the form of a digital artefact all state and territory Births, Deaths and Marriages
or a transfer or verification for data, or a combination registries, led from NSW.
State of the Data and Digital Nation User experience 26Case studies New South Wales End of life This project explores and develops a better experience to identify and implement service reform. It includes for the end of life journey experienced by NSW citizens various initiatives to assist citizens in the end of life and those close to them. It clusters together all the journey space such as digital transfer of death data events that occur during the end of life journey and between Birth, Deaths and Marriages and the NSW brings together the agencies and service providers Supreme Court. that provide services to citizens during the life journey Australian Death Notification Service (ADNS) The Australian Death Notification Service (ADNS) is The service validates details about the person who a cross-jurisdictional project being delivered across has died against the Australian Death Check (ADC), a Australia by Births, Deaths and Marriages NSW and system that holds the death registration data recorded NSW Department of Customer Service. The ADNS by Birth, Deaths and Marriages registries across allows people to proactively start death administration Australia. Once matched, users can choose which earlier, by providing an efficient way to notify multiple organisations they wish to notify, and provide their organisations at once in a single, secure online own contact details for any next steps. location that someone has died. State of the Data and Digital Nation User experience 27
Case study Queensland
Seniors Concessions Service
The Queensland Government is using the latest online • makes it faster for concessions to be activated.
technology to deliver new and improved services to For example, it now takes only three working days
seniors. The Seniors Concessions Service makes it between applying for a Seniors Card and having
easier for Queenslanders aged 60 and over to apply your vehicle registration concession activated,
for a Seniors Card and access a range of cost-of-living compared to 20 days previously
concessions in one place. These include vehicle • saves time and effort as there is no need to make
registration concessions as well as rates, water and telephone calls, visit a customer service centre,
energy concessions. fill out numerous application forms, or prove your
Since the service was introduced, feedback from identity multiple times
both seniors and concession providers has been • is more convenient – applications can be
overwhelmingly positive. completed outside of business hours.
Compared to traditional manual application processes, In addition to the many customer benefits, the Seniors
the online Seniors Concessions Service: Concessions Service also saves time for concession
providers who can now dedicate more time to
• is designed to be easy to use, even for those new
addressing the priority needs of other customers.
to using computers or mobile devices
• provides information about a range of concessions
in the one place
State of the Data and Digital Nation User experience 28Case study Queensland
No Card, No Start
Queensland has rolled out new working with children In the first week since the new online services
checks laws to further strengthen safeguards for commenced, more than 3,100 applications have
children. From 31 August 2020 onwards, all people been made. An online portal for organisations is also
working with children must hold a valid working with in place. The portal helps organisations manage their
children check clearance before they can start work. obligations more effectively. The portal has been in
use since 15 April 2020 and at 6 September 2020,
To complement the new laws, the previous paper-
2,445 organisations are registered to use the portal.
based system was modernised to enable people to
Collectively, these organisations engage approximately
apply for or renew their working with children checks
50 percent of all working with children check
online, reducing processing timeframes for most
clearance holders and applicants.
people.
A stronger identity check, which can be completed
online, has also been introduced and new cards issued
will contain a photograph of the card holder.
State of the Data and Digital Nation User experience 29Case study Northern Territory
Remote Telecommunications
The NT Government is continuing to invest in high • Mobile remote hotspots which use innovative
speed connectivity to remote areas of the Territory low-complexity technology to boost mobile signals
in partnership with providers, connecting optical in very remote locations. 49 hotspots are installed
fibre and upgrading fibre pathways to remote across the Territory.
regions including the Gulf of Carpentaria and the Tiwi • Local Wi-Fi connectivity in town camps and remote
Islands. This investment is providing remote Territory communities, leveraging telecommunications
communities with the ability to digitally connect to the in-frastructure to connect our citizens in a cost-
world. effective way.
Expanding optic fibre infrastructure to provide high • NTG/Telstra Remote Telecommunications Co-
bandwidth connectivity will enable the emerging investment Programs with 16 communities
space industry to develop in Australia’s top end, and now connected, works in progress and design
will better support the Territory’s significant mining underway for 14 more communities.
and tourism industries.
These initiatives provide data and communications
The sub-sea optic fibre connection to the Tiwi Islands
connections to many remote sites for the first time,
was activated in 2020, which is future-proofing
improving digital inclusion for all Territorians.
connectivity for communities and businesses on the
islands. More information on NT Remote Telecommunications
is available from the Digital Territory website.
Multiple co-investment programs are being delivered
to improve remote telecommunications across the
Northern Territory, from the top end to the red centre.
Programs include:
• Groote Eylandt fibre upgrade project – underway
and will deliver contemporary services to remote
communities and mining operations
State of the Data and Digital Nation User experience 30Theme 3 Products and services Case studies: Commonwealth COVIDSafe32 New South Wales Buy.nsw33 Victoria Service Victoria 34 Engage Victoria 35 Single Digital Presence 36 Queensland Unify Program 37 Sortli App 38 QI Hub 39 Western Australia Environment Online Program 40 South Australia Common Digital Forms 41
Case study Commonwealth
COVIDSafe
COVIDSafe, launched on 26 April 2020, is the been used to identify over 560 close contacts that
Australian Government’s coronavirus (COVID-19) would not have been found through manual contact
contact tracing app that forms part of Australia’s tracing alone. It continues to be iteratively improved
digital COVID-19 response. COVIDSafe complements since launch. The app has been updated 10 times,
the meticulous manual contact tracing of state and and it is being continuously improved with a focus on
territory health officials to help keep the community performance, accessibility, privacy and security.
safe.
COVIDSafe is a truly national effort. An ongoing
COVIDSafe uses Bluetooth on a user’s mobile phone to partnership between state and territory health
record contact with other users. If a user tests positive officials, the DTA and the Department of Health have
for COVID-19 they can consent to upload their data to led to continuous, iterative improvements to both the
the secure COVIDSafe National Data Store. State and app and the Health Portal.
territory health officials use this data through a Health
More information on COVIDSafe is available at
Portal to quickly contact people who may have been
covidsafe.gov.au.
exposed to COVID-19.
In its first 4 months since launch, COVIDSafe has
been downloaded by over 7 million people and it has
State of the Data and Digital Nation Products and services 32Case study New South Wales
Buy.nsw
Our new gateway to NSW procurement resources and goods and services. Intelligent search will guide them
services. through the buying process.
Doing business with government made easy: enables Diverse partnership ecosystem and spend:
suppliers to register, apply and sell to government,
Enable increased number of government supply
manage and update their information, and find and
opportunities targeting and the potential for increased
apply for government supply opportunities.
spend on small and medium enterprises (SMEs),
Simplifying government buying: indigenous organisations and start-ups.
A single place where buyers find guidance, resources Visit Buy.NSW for more information.
and support, and access platforms to purchase
State of the Data and Digital Nation Products and services 33Case study Victoria
Service Victoria
Service Victoria is the Victorian Government’s Service Victoria has cut the time it takes to do
dedicated customer service agency created to make common tasks by around one-quarter, meaning
it easier, simpler and faster to access government Victorians are spending less time on-hold or standing
services online. in queues.
Through Service Victoria, more and more services Victoria is the only jurisdiction to have legislated for
are becoming available fully digital end-to-end, giving digital identity (through the Service Victoria Act 2018)
citizens the choice to transact with the government and has created a legal framework that enshrines
from the comfort and safety of their home. privacy protections with two-year jail terms for
misuse.
Service Victoria has removed the roadblocks to fully-
digital services, creating the opportunity for Victorians After two years of service, more than 1.7 million
to do some of the most complex transactions with people have visited the platform. Their feedback
government without visiting a shopfront. This has been overwhelmingly positive, with customer
includes: satisfaction at 96%.
• digital identity verification at the highest online
level, reusable for 10 years
• national criminal history checks
• online loan applications and repayments
• digital licences with touchless technology.
Digital identity verification: Saving Victorians the time
and effort of in-person ID checks
Digital licence: Touchless technology with anti-fraud
measures for quick and easy licence checks.
State of the Data and Digital Nation Products and services 34Case study Victoria
Engage Victoria
Engage Victoria is Victoria’s first whole-of-government To ensure sustainability, Engage Victoria relies on a
digital engagement platform. subscription from each department and agency that
utilises the platform, which also supports continuous
Engage Victoria responds to growing community
improvement.
expectations to be heard and considered as part
of the policy making process. Engage Victoria was In three years, Engage Victoria has become the
developed in response to a fragmented online leading government consultation platform in Australia.
approach across government, which saw over 40 It has supported over 900 members of the Victorian
separate consultations on different software platforms Public Service to efficiently build and run over 500
and tools. consultations and enabled over 100,000 Victorians
to submit 240,000 contributions to policies and plans
Engage Victoria provides a consistent location for
that have an impact on their lives.
the community to engage with government in a
repeatable way, and provides consultation managers
across government with tools and frameworks to
help them improve the way they engage with the
community.
State of the Data and Digital Nation Products and services 35Case study Victoria Single Digital Presence The Victorian Government’s Single Digital Presence SDP relaunched vic.gov.au as the community entry (SDP) is a modular, open publishing platform that point to Victorian Government information online in makes it easier for the Victorian community to find, early 2019. Since that time, it has been used to quickly access, understand and use Victorian Government deliver crisis support and solutions for the Victorian information. bushfires and COVID-19 response. SDP has been used to deliver 72 websites across many Victoria Together was designed and launched within Victorian Government departments. SDP has uplifted two weeks using the SDP platform and pattern the writing for the web capability of over 300 Victorian design li-brary. Victoria Together is a new online hub government content producers to ensure that content that is supporting Victorians through the COVID-19 is accessible, is written in plain English and meets user response by connecting Victorians to the best digital needs. experiences and activities. Using open source technologies has allowed other More information is available from the Single Digital jurisdictions to access and use components of the Presence website. SDP platform. This has created an environment where governments and the private sector are collaborating to continually enhance and develop the platform. State of the Data and Digital Nation Products and services 36
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