The Queensland Government digital strategy for 2017-2021 - Queensland ...
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The Queensland Government digital strategy for 2017–2021
Ministerial foreword
I am proud to release the Queensland Government digital strategy—
DIGITAL1ST: Advancing our digital future.
We truly believe Queensland can and should be a leader in digital
government.
We have a strong vision of how we want to improve the lives of
Queenslanders, and a path to make that happen.
We are putting people at the heart of our digital services, because we
believe that is how we create the biggest benefits for our citizens, our
state and our economy.
Most customers now want digital by default. And our workforce wants to
design and deliver digital services to an exceptional standard.
So, we are working with our citizens, stakeholders and communities,
building connections and trust, as well as drawing on knowledge,
experience, insight and creativity to make our vision a reality, to deliver
the best outcomes for all Queenslanders.
Strategic priorities are focusing our efforts, and guiding principles are
shaping daily decisions as we position ourselves for our digital future.
The Queensland Government has achieved so much in the way of digital,
information and communication technology improvements in recent
times. It is clear we have the foundations, capability and willingness to be
a leader in this domain.
Together we can build a digital first government that enables a vibrant and
thriving Queensland.
Leeanne Enoch MP
Minister for Innovation,
Science and the Digital Economy
and Minister for Small Business
CONTENTS
Vision 04
Priorities 08
Principles 10
Our digital future 13
Enabling governance 27
Measures 30
03
01
VISION
04
A government that puts
people at the heart of its
digital services.
What does that mean? Digital technology is changing what, how and
where products and services are made and
Government digital strategies can often focus on delivered; how industries and work are organised;
the potential of digital services, thinking primarily the infrastructure, laws and regulations that are
about customer service channels, technology, needed; and the skills people and businesses will
standard operating environments, software as need now and into the future.
service and cloud computing.
The Queensland Government is committed to
This is important, but it is not enough. working across all of these areas to ensure that
Digital technology is reshaping our lives and Queenslanders can thrive in the digital age.
institutions. Even though digital services and We are enabling a government that is increasingly
technology now enable, in part or full, the way forward-thinking, innovative and trustworthy.
government delivers all services to Queensland,
it can look to many people like government just To do this we need to think about more than
follows along behind. technology.
We believe that not only should government be We need to focus on people.
keeping up; it should be leading the way.
That means not only our customers and
We want to provide Queenslanders with workforce, it means our culture and values, our
personalised services that anticipate their needs. appetite for collaboration, and our approach to
building trust and reinforcing the reliability of
We want to use digital technology to build vibrant digital government services.
and prosperous communities. This applies in
regional, rural and remote communities just as So, people are at the heart of DIGITAL1ST.
much as our cities.
We believe that putting this simple idea at the front
Innovation is accelerating as technologies such of our minds will create the biggest benefits for our
as robotics, cloud, big data, the Internet of Things, citizens, communities, businesses and the economy.
artificial intelligence and machine learning are
transforming the economy. By focusing on the needs of the Queensland
community now and in the future, our goals and
We want to seize the opportunities these direction will be shared. We will work together to be
technologies bring, to make it easier, faster a DIGITAL1ST government, delivering the services
and cheaper for businesses to engage with people expect and that make their lives easier.
government. But we are committed to doing more.
We truly believe Queensland can and should be a
leader in digital government.
DIGITAL1ST is our next step on this journey.
05
We don’t have all the answers How will DIGITAL1ST advance
It’s great to have a vision, but government is your future?
a complex set of organisations with different
responsibilities, priorities and workforces. As we get this right, we’ll see changes in the way
Getting everyone to work together on a mission a digital government delivers services. Depending
as complex as transitioning to a DIGITAL1ST on the way you engage with the Queensland
government is hard enough. When the Government, you should see differences in the
technological and social landscape is changing following ways.
around us on a daily basis, it can be even harder. For citizens, the customers of government
We recognise that we don’t have all the answers. services, interacting with the Queensland
Nobody does. But acknowledging this fact helps Government will be transformed. Government
us define a realistic strategy that will advance our services will be easier to access, using channels
goal of being a leading digital state. of your choice and services will be increasingly
designed around your needs. You will see how we
become more efficient in our service delivery as
We need to work together we use data, information and technology to make
our services seamless across all government
One thing we do know for certain is that we need
areas such as transport, health and education.
to work together.
We will continue to build trust with you in our
Not just with our colleagues in government, but
digital services, by making the most of the
with everyone. We need to work with citizens,
information we hold, while ensuring we maintain
suppliers, peers, critics, and communities
your privacy. We will be more transparent and
throughout the state, and draw on their
share regular updates on our digital initiatives and
knowledge, experience, insight and creativity to
what the outcomes are for Queenslanders.
make our vision a reality. We will engage digital
thought leaders within Queensland and beyond. For business and industry, you’ll see that we’re
using digital technology to make it easier to start
This isn’t easy. We need to build on our shared
and grow a business in Queensland. For example,
sense of trust and respect. We are growing a track
we are bringing together information on starting
record of delivering reliable digital success, with a
a business from across local, state and federal
shared sense of community and good faith.
government to make it easier for you to find what
you need.
We are making it faster to get your business up
and running with initiatives such as the ‘starting a
café’ pilot. In this trial, we have brought together
all the licences and permits required in one place,
making it quicker to start the most common new
business in Queensland, a café.
06
As a digital government, we will design,
develop and deliver digital services that
truly meet people’s needs, we will foster
better collaboration and connectivity, and
we will keep building trust in our services.
And we are leveraging the Business Queensland DIGITAL1ST. All agencies, through their business
website to give you the information you need and technology leads, will continue to be involved
to explore and build new opportunities, through in reporting on our outcomes and refreshing
more usable open data. And this is just a start, DIGITAL1ST with new actions. Participating in the
we will also harness technology to improve the enabling governance framework we will make sure
way we regulate—reducing the time and cost of that DIGITAL1ST delivers improvements to our
compliance. government services.
DIGITAL1ST highlights how the Queensland It is only by working together that we can build a
Government will work differently with the DIGITAL1ST government that enables a vibrant and
expanding digital and ICT industry too. Whether thriving Queensland.
you are a startup, SME or a larger player,
the Queensland Government is committed Making our vision a reality
to supporting digital businesses by being a
better lead customer of innovation. Given how An effective strategy needs to give everyone a
rapidly technologies are changing, and the shared sense of goals and direction, but it must
opportunities that platforms provide, we know we also be responsive, able to deal with emerging
need to partner in new and different ways with digital technologies and the rapidly advancing
industry if we are to provide the best services to expectations of the Queensland community.
Queenslanders. So we are going to continue to
diversify our supplier base, create new testbeds DIGITAL1ST is not a list of major projects, it’s not a
to co-design digital solutions and reduce the hardware shopping list, and it’s not a document to
burden of doing business with government. sit on a shelf.
In government we have commenced our journey It’s a tool to help our diverse government and
towards becoming a digital government. We have workforce proceed with common purpose in
a number of innovative projects underway, but the face of complexity and disruption, and truly
will make more of the opportunities to use new advance our digital future.
technology as it emerges and as business models
That’s why this strategy calls out priorities, so
evolve. By focusing on our four key priorities and
that we don’t lose sight of what we’re trying to
embedding our eight guiding principles, we will
achieve. A principles-based approach means that
work on the right initiatives, collaborate more and
we can respond to emerging issues and explore
build our capability as we iterate and improve.
new technology, but in a consistent way across
And we will invest in the digital skills of the
Queensland Government.
Queensland public service—not just in technical
areas but also in digital leadership, design, and In total, our strategy consists of four priorities,
information management, security and analysis. which serve to focus our attention and coordinate
our efforts, and eight principles, which act as
Measuring and showcasing how we’re advancing
guiding values to inform decision-making when
the digital future of Queensland is a key feature of
dealing with the complexities of the digital world.
07
02
PRIORITIES
08Where should we focus
our efforts?
People Connectivity
People are at the heart of our strategy. We need Queensland is a big state—and the only truly
to empower Queenslanders to grow, change, decentralised state in Australia, in which over half
contribute to and participate in our shared digital the population live outside of the capital city. We
future. This includes the people that develop and need to take a planned approach to build better
deliver Queensland Government services. We will connections and digital infrastructure for all our
build capability so together we can deliver and communities. This is not an easy problem to solve
benefit from a truly digital government. and it means we need to work with all tiers of
government, communities and industry to deliver
Collaboration the best connection solutions for Queenslanders.
Current solutions will not support the services
We can’t do this alone. Government needs to that our communities need, nor the connectivity
continue working in partnership across the required for our businesses to compete globally.
community, industry, small businesses and
startups, research organisations—as well as within
and between our own departments and agencies.
Trust
We are willing to rethink everything, from practices Queenslanders and the government need to have
such as procurement to formal legislation and reliable, secure and trustworthy information
regulation, so that we can create a new playing so we can deliver leading digital government
field in which everyone can better contribute. services. Without trust, we can’t build the
partnerships we need, join up services, or take
the risks required to make the most of the future
opportunities for Queensland. We will continue
to cultivate public and organisational trust in an
increasingly digital government. Not only through
security and reliability, but also through empathy
and authenticity.
0903
PRINCIPLES
010As we stay focused on
our priorities, we will
respond consistently to
changes as they emerge
Principle 1: Solve the right Principle 3: Create unified
problem digital experiences
One of the greatest risks in any organisation, large We want to avoid developing isolated, standalone
or small, public or private, is spending precious solutions. Government provides a wide range of
time and money solving the wrong problems. laws, regulations, services and infrastructure—in
We need to actively find, frame and solve the areas such as transportation, health, education,
right problems—the ones that really matter the environment and public safety. Ideally,
to Queensland citizens and businesses. This we want our digital services throughout to be
means interrogating what we do, broadening our seamless, joined-up and personalised—marrying
perspective, and synthesizing diverse points of great user-experience to extensible back-end
view and challenging existing business models. systems, infrastructure and communication
channels. Change cannot just be at the front end,
Principle 2: Digital by default it needs to go to the heart of our organisations
and processes. If we do this right, government will
Almost every single one of us expects digital come to function less like a set of departmental
technology to make our personal and working lives silos and more like a coherent digital platform that
easier, including our interactions with government. leverages infrastructure across agencies, and has
So, we need to think digital by default. How can agile approaches to seamlessly working together.
a service be conducted online with the greatest More like the other private sector digital services
simplicity, ease and control? How can we make the and tools that Queenslanders use every day.
most of the data we hold? Can we use or repurpose
existing solutions, or think more creatively about
how we use technology in general? Digital by
Principle 4: Prefer open over
default doesn’t mean exclusively digital—we closed
know there are other ways people will interact
with government. But increasingly, people want We share by default and we make every piece of
government to be digital, so that should be our data count. Sharing information and knowledge
starting point every time. creates trust, which enables cooperation and
good decision making. Sharing means we learn
as a community, avoid repeating failures, and
gain greater insight to design services around
Queenslanders and Queensland businesses.
However, we don’t share without thought. We have
standards around closed, shared and open data
as well as privacy standards, which we use and
embrace in order to keep building trust.
11Principle 5: Make it secure Principle 7: Leave no-one behind
by design When government drives forward with a digital
first strategy, what happens to the Queenslanders
Data security is complex. People want their data with limited access to technology or digital
to be secure, but they also want a quick and easy literacy? We don’t want to leave anyone behind.
experience that meets their own unique needs. All digital government initiatives should consider
We can’t meet expectations if our only approach accessibility, capability building and digital
is to split data up between multiple secure vaults, inclusion. At the very least, that means accessible
and then make people unlock door after door to alternatives. Ideally, with the support of all
get to it. Instead we need nimble technology and tiers of government, it means connectivity and
secure networks. But it is more than technology, infrastructure that allows all Queenslanders, no
first and foremost we need people to assess and matter who or where they are, to participate in our
manage risks if online environments are to be digitally-enabled culture, society and economy.
safe and secure. It is much better to share data
across the walls of government, acknowledging
and supporting the role that everyone—including Principle 8: Experiment, learn
customers—has in how this information is and improve
managed and used.
Big bang, big release, big spend—this can’t
Principle 6: Harness skills and be the default way of doing digital projects.
Given we are providing services in a complex,
experience—from inside and out changing world it makes sense that we design
our solutions incrementally. Short, sharp design
Innovation can be risky. We need to learn from and development iterations give us a chance
the past—however we don’t need to be limited to explore our understanding of a problem and
by it. Innovation needs creative thinkers with test our hypotheses. Co-design with actual
diverse expertise and agile approaches to help customers and subject matter experts provides
us deal with novel and untried solutions. We greater insight and chance of success. Know
have immense talent and knowledge within when to build, when to buy or when to use open
our government departments that is ready to source. And by using latest technology, our digital
be mobilised. But we also need to continuously environments can learn in real time and adapt as
build digital skills and awareness in all roles and people use them. If we make time for this process
at all levels of government. Right across our to take place—testing, iterating and scaling on
community, in businesses, non-government learning—and we plan for positive emergence
organisations and academia, we have digital between great people and good governance, then
innovators just waiting for us to tap into their we have a real chance at delivering breakthrough
expertise and energy. We should bring the right digital services for our state.
people together to work on the right problems, no
matter where they come from. If we are to keep
pace within changing customer expectations and
technologies then we need to engage in different
ways—procuring in days not months, co-investing
in research and development, and bringing new
partners and solutions to the table.
12Our digital
04
FUTURE
013We are going to build on
our current achievements
and keep delivering
DIGITAL1ST
A strategy helps us define priorities and set a So, the actions below are not the complete set
direction, but it’s pointless without action. We’re of what will be delivered under DIGITAL1ST. We
not here to just write documents; we are here will review and update our initiatives regularly,
to deliver on a digital vision for the Queensland reporting on our achievements and outlining
Government. To make things better for citizens ‘what’s next’. This will demonstrate that
and businesses in Queensland. DIGITAL1ST is making a difference to Queensland.
As we launch our DIGITAL1ST strategy, it’s good to
know that the foundations of our core technology Priority One: People
and our capability are strong, and that we can
For our customers, we are designing services to
build on our prior success. The Queensland
be more intuitive, joined up across departments,
Government is well positioned to become a digital
and delivered when and how our customers
government leader and our achievements are
want them—making the Queensland digital
growing. Here we have captured some examples
government more personalised. It won’t be
of the successful work to date across each of
long until all government services, not just the
our priorities. We have highlighted some of the
transactional services, are underpinned by digital
innovative work that we’ve got in the pipeline,
technology. We need to make sure that what we
leveraging emerging technologies to deliver the
do today, lays strong foundations for the digital
best digital government services to Queensland.
services of tomorrow. That means we will also
Our actions are designed to realise benefit and focus on building the capability and culture of
value from our digital investments, quickly our workforce too, so we can design, develop and
and clearly. This will help to drive and maintain deliver great digital experiences. Just like the
change—so the Queensland Government can future focus for our customers, we are looking
meet the community’s expectations around to our future workforce as well. The Queensland
digital experience. Government is investing in education and training
that will deliver the skills Queenslanders need
We know that our world and technology is for the future, and this includes all Queensland
changing at a rapid pace, so the actions listed as Government employees.
part of DIGITAL1ST are at varying stages of their
lifecycle. Other actions will develop during the life
of DIGITAL1ST. We will need to respond to changes
in the community and use emerging technologies
to benefit Queensland.
14What the Queensland
Focus What’s next
Government has delivered
Joined-up services that pull Delivered the Senior The Starting a Café Joined-
together related transactions Concessions Joined-up up Service Pilot will make it
from across agencies, tiers of Service Pilot which provides easier for people wanting to
government and organisations one simple online service where start a business, particularly a
from outside of government— seniors can prove their identity café, by helping them identify
and entitlement and select the
combining them into single and manage all their required
concessions they want including:
services to make customers’ permits and licenses.
Seniors Card, travel, vehicle
lives easier registration, rates, gas, electricity Work with the Australian
and water concessions and Government to deliver the
business discounts. It is quicker, next generation Australian
easier and helps seniors make Business Licence and
the most of their money. Information Service (ABLIS)
Delivered new joined up and project. This will help people
personalised services for looking to start a business by
Queenslanders managing affairs bringing together information
after a death or moving to on government licenses and
Queensland; and businesses and registrations.
researchers seeking grants and
assistance. Development of a Business
Delivered the redevelopment Queensland roadmap
of the Business Queensland including emerging
website and through the technologies and their ability
Business Transformation to improve the interaction
program, 18 agencies are now between government and
using SmartForms, with an business. The roadmap
87% increase in customer will detail technologies for
use and 1317% in the value of investigation along with
transactions using SmartForms possible release dates.
in 2016–17.
Digital services that make it Q-Parents portal is a secure, Kicbox is an innovative
easier for customers to keep online portal that provides mobile and browser friendly
track of their information and parents of Queensland state application co-designed with
transactions with government school students with young people in out-of-home
24-hour access to their child’s care and the care team that
information, such as attendance supports them. Kicbox is an
records, report cards and electronic memory box where
timetables. information, documentation
The e-Conveyancing portal, and memories can be stored,
supported by Queensland providing young people
Treasury and Department of with a more convenient
Natural Resources and Mines, and contemporary way of
makes it easier to obtain land communicating and sharing
titles. information, enhancing
their sense of identity and
The Housing Assist Qld app is
control whilst strengthening
a free smartphone application
relationships with their care
that helps people seeking
team.
housing assistance and public
housing tenants to access our My Account is being released
services at a time suitable to iteratively and is a secure,
them. It has been downloaded personalised dashboard
by over 8700 citizens to date. providing Queenslanders with
reminders, alerts, relevant
Sortli is a mobile application
information and services and
which provides free guidance
the ability to track the progress
to young people about finances,
of their interactions across
housing, relationships, health,
government in one place.
education and employment
options to support their
transition to independence.
Launched in 2015, it has been
adopted by other jurisdictions 15
across Australia.What the Queensland
Focus What’s next
Government has delivered
Digitally designed online In the last three years the We are developing new online
services that meet customer number of online services services that are intuitive
expectations offered has increased from 40 and designed for digital. Our
to more than 500. Customer goal is to have all transactions
take up of these new online available online, meeting our
services has been immediate and digital service standard within
continues to grow. By making the term of this strategy.
services available online, we
are helping Queenslanders get
things done quickly and easily.
Embedding digital technology Invested in the Digital Hospital Rolling out digital hospital
and infrastructure into our Program delivering digital capability to 24 hospitals by
major service areas, for capability to five public hospitals June 2020, covering around
example, health and education across Queensland, including 80% of the acute patient
the Princess Alexandra Hospital, activity across Queensland’s
which became Australia’s first 16 Hospital and Health
large-scale digital hospital in Services.
2015. Digital hospitals provide Taking our world-class
clinicians with real-time patient education system further
information which improves and preparing our students
safety and quality of care for for the digital challenges of
patients, and faster treatment to tomorrow. This includes rolling
get them home sooner. out a digital technologies
Queensland schools have curriculum, including coding
been engaging students to and robotic, across all
learn through the innovative Queensland state schools.
use of technology. Oakleigh We will also extend our
State School have been partnerships with industry,
developing student’s coding universities and researchers to
skills to understand mathematics connect students and schools
concepts and creating digital with cutting edge innovation.
designs with 3D printing. At
Tallebudgera State School,
students, teachers and parents
work together to use digital
technologies, with students
learning the intricacies of coding,
computational thinking, problem
solving and how to work with
others to create digital solutions.
Building digital capability in Community Digital Champions There are currently 66 Digital
Queensland communities and have been working across Champions undertaking
businesses Queensland since 2015, to digital inclusion activities
improve digital literacy, online across Queensland, with
participation and digital nomination rounds for
adoption through community additional champions open
activities and being role models. in late 2017.
Launched the Digital Scorecard, The third round of the Small
a diagnostic which allows SMEs Business Digital Grants
to benchmark their digital Program will be launched on
capability and identify ways to the back of two successful
improve their digital readiness. rounds. In this initiative small
The ePlanning portal was businesses will gain more
launched in July 2017, and access to technologies helping
provides councils and applicants their businesses to be more
with a streamlined system for competitive in the future.
development applications that
are assessed by the Queensland
Government. 16What the Queensland
Focus What’s next
Government has delivered
Building a digital government The Public Service Commission The Public Service Commission
workforce has released a three-year is actively engaging with the
roadmap, and 10-year strategic sector through a multi-agency
plan for the way that the public and discipline culture working
service will build skills for the group to prepare for the cultural
future. transformation that will create
Public Safety Agencies in South the right workplace culture
East Queensland are using for the digital future. Together
some of the best technology with the Department of Science,
in Australia. All have access to Information Technology
award-winning Government and Innovation, work will be
Wireless Network, and Police progressed on an expanded
Officers in particular were digital capability program for the
the first to be equipped with Queensland Public Service.
wearable technology and We are enabling mobility across
given access to real-time data the public sector workforce so
through mobile devices and that our people can collaborate
apps, making them a safer and more effectively across locations
better resourced force. and agencies. It embraces the
concept of ‘anywhere—anytime—
any device’ and optimises
the sharing of commodity
ICT infrastructure across
Queensland to drive better
workforce mobility outcomes.
As a government, we have
our eye to our workforce of
the future too. It is the reason
for coding in schools and
other STEM initiatives under
Advancing Education program,
the STEM.I.AM scholarships, and
our ongoing commitment to an
ICT graduate program within
Queensland Government.
Upgrading core systems and There has been a reduction Using machine learning to
infrastructure, so people have in end-of-life technology seek insight from our field
modern tools to complete platforms across the science data collections. Using
their work and keep the cogs government. algorithmic models to analyse
of government turning more Many Queensland Government data from a myriad of sources
efficiently employees have moved to using ranging from field sensors to
a vendor supported desktop traditional manual surveys.
environment, which assists in Initiating proof of concept
the reduction of our exposure to cases for intelligent
cyber intrusion and data theft. automation across corporate
Replaced or upgraded 85% of services using modern and
the identified at-risk systems innovative support systems.
with those remaining having Increasing adoption of cloud-
robust plans in place to mitigate based services, in line with the
risks pending replacement. Cloud Computing Strategy.
Developing a view of the
digital worker by leveraging
collaboration platforms.
17What the Queensland
Focus What’s next
Government has delivered
Giving the government Delivered the Mobile Services Trialling blended workforces,
workforce the tools to their job Program (MSP) which gives for instance trialling humanoid
today and tomorrow frontline Queensland Police robots in Transport and Main
Officers QLiTE devices (iPads) Roads Service Centres and in the
they can use in the field. Officers Department of Education.
can search Queensland and Implementing iEMR in more
national databases for quick facilities, with the Cairns,
and accurate identifications Mackay, Townsville and
of persons, vehicles and Brisbane’s Princess Alexandria
potential threats, which is Hospitals already digital.
freeing up valuable police radio
communications to manage
critical incidents.
Developed the integrated
Electronic Medical Record
(iEMR) program in which
patients’ medical records are
created, stored and accessed
electronically. This enables
medical staff to see a patient’s
medical record anywhere
and at any time, leading to
improvements in patient
experience and service delivery
as well as reductions in costs.
18Priority Two: Collaboration
We don’t want to simply automate existing business
models that are not relevant in the face of emerging
digital trends and community expectations. We know
that being a DIGITAL1ST government means that
during the life of the strategy, new ways of delivering
government services will be best discovered
through collaboration. Therefore, we are changing
our relationships with the market and the way that
we work with all our internal and external partners.
We are being more transparent about our business
problems and the way we partner for new ways of
thinking and new solutions. We are exploring and
implementing transformative solutions with our
customers, research organisations, academia and
industry to meet Queensland’s future needs. Within
government, we are pulling together to learn from
each other, share resources and transform our
processes to create better outcomes.
What the Queensland
Focus What’s next
Government has delivered
Increase the number of Launched two rounds of the Review the SME ICT
Queensland startups and Small Business Innovation participation policy to
small to medium enterprises Research (SBIR) grant program encourage more home-grown
that are providing services to in which we offer open challenges digital solutions being used in
government for government agencies, to government, and that SMEs are
small businesses, and fund provided with improved access
research and development to the Queensland Government
of a new solution, instead of marketplace.
procuring pre-defined solutions. Streamline accreditation
Launched the Testing Within requirements for digital projects
Government (TWiG) program that are up to $1 million.
in 2016, a ‘sandbox’ program Help departments understand
allowing SMEs to improve their how to harness entrepreneurs
positioning of their products by developing The Government
to address business problems, Guide to Working with Startups
while collaborating with the and creating opportunities
Queensland Government. for startups and departments
Round 2 commenced in 2017 to connect, share and solve
with eight government agencies problems.
participating. Open innovation strategy to
encourage engagement through
proof of concept and pilot
projects for digital health.
Making it easier to do Released the Information Opening a digital marketplace
business with the Queensland Queensland Technology for doing business with
Government through a digital Contracting framework in Queensland Government—
marketplace and a review consultation with the industry reducing the red tape for all
of the ICT mega-category and government agencies. sectors of the digital, ICT and
framework; creating incentives It is a simpler and faster way of other industries.
for procurement process that procuring ICT services to better
match our rapidly changing cater for new models, like ‘as a
needs and the pace of service’.
technology change
19What the Queensland
Focus What’s next
Government has delivered
Big thinking on digital— We have worked with the PwC Digital Think Tanks will create
working with industry and Chair in Digital Economy, digital open communities working
researchers to solve our SME, QUT, industry, customer across government and with
digital problems and realise and service providers to develop customers, industry and
digital opportunities: smart, a collaborative ‘ideation sprint’ thought leaders to address key
passionate and experienced approach which many agencies challenges. These think tanks will
people—within and outside have used to develop new be challenge-focused, promote
of government, across solutions to some of our bigger cutting edge thinking using
different industries, research problems. collective knowledge and input,
organisations and the and evolve over time.
community
Partner with world-class Through Advance Queensland, Through a partnership with
expertise to develop we are creating new Queensland Government,
technologies, government technological innovation Data61, the first functional
service models and digital for the whole Queensland programming lab in Australia
products community. Through DIGITAL1ST, has been opened in The
the Queensland Government Precinct. Through a series of
are also using these new workshops, courses and co-
developments. development, this initiative will
A new software operating bring leading edge technology
system for cloud based to Queensland that will be
data centres. This software valuable for the community and
significantly enhances security, digital government.
reduces capital and operating The partnership is also
costs and provides for greater establishing Data61’s
speed and capacity during peak Q-Foresight, a strategic
demand periods. foresight service that can
be used by government
agencies to assist with their
understanding of future
trends, risks and scenarios
over the next 5–20 years, to
best support policy positions
and government service models
that are relevant to Queensland.
Digital Health for rural and
remote communities by
supporting the creation of an
integrated online platform
for multi-disciplinary allied
health professionals to provide
evidence-based digital health
support and services to
communities, organisations
and clients, especially those in
rural and remote communities,
vulnerable groups and/or those
who would otherwise not be
able to access quality health
services within Queensland,
Australia and other countries.
20What the Queensland
Focus What’s next
Government has delivered
Harness big data—a whole Established partnership with As part of the partnership with
of government approach to CSIRO’s Data61 to harness the Queensland Government, a
innovative data analytics, leading big data capability for call has been put out for the first
leveraging and building on the Queensland. round of ‘wicked’ government
expertise in line agencies. The Established a Data Analytics problems, the Big Data
new power of big data analytics and Information Sharing Challenges that can be teased
can reveal trends and patterns team to facilitate whole of apart using powerful analytics
we did not know about before, government analysis. with Data61.
and we will gain new insights and
evidence for better policy decision Establishing a pilot for the first
making and investment multi-agency Data Analytics
and Information Sharing
project, to embrace innovative
data analytic approaches and
explore new ways to adopt
emerging technology, such as
machine learning, to connect
our disparate data sets, identify
patterns and trends across
Queensland Government, so
we can achieve our goals for
a better Queensland. From
this pilot, we will identify
changes we need to make
the information management
policies within government.
Making Open Data useful and The Queensland open data Queensland Government’s
usable for the community and portal data.qld.gov.au had first Open Data Policy
industry 2339 datasets (8691 resources) Statement will be released.
available to the public as of June This will improve the availability
2017. and quality of the open data
Queensland Government rates available.
second in Australia in the global Implement the Queensland
Open Knowledge Foundation’s Government Open Data Action
Open Data Census. Plan 2017–19.
Queenslanders won 11 out of Co-design high-value open
35 first place awards at the data sets that will benefit
Australia and New Zealand Queensland’s key industries and
GovHack 2016 Awards Night, provide training to SMEs on how
highlighting the skills and to best use open data sets.
appetite from Queenslanders to Support GovHack in 2017
use open data to develop new and beyond, the largest open
products and services. Most of government data hackathon in
the Queensland award winners Australia and New Zealand.
were regional based.
The Queensland Globe is
providing Queenslanders with
access to real-time spatial
data, allowing users to add their
own data and share what they
discover with others.
21Priority Three: Connectivity
We recognise that connectivity including digital
infrastructure is a key enabler for the future of
Queensland, as well as government. We are taking
a planned approach to building better connectivity
for all our communities. We are rapidly adopting
new technology that uses the Internet of Things,
especially sensor technology and drones. The
way that we use this digital technology now and
in the future, has the potential to deliver a shift in
government services to the Queensland community.
There are more exciting opportunities to discover as
new technology emerges.
What the Queensland
Focus What’s next
Government has delivered
Improving regional connectivity Together with Data61 we Developing a Digital
for our government agencies to have completed an audit of Infrastructure Plan to
enhance digital service delivery the current state of digital implement on an iterative basis
to regional communities infrastructure in Queensland to ensure investments are
and an analysis of future made wisely and local issues
demand, so we have the right for regional communities are
information about where to incorporated into strategic
start improving our regional planning.
connectivity. Building on the regional
Successfully conducted a connectivity within
proof of concept for a multi- government proof of concept
agency network approach in Roma, we will investigate
to digital infrastructure in opportunities to duplicate the
Roma, to explore more efficient success of this model in other
approaches for multiple regional centres, on an iterative
agencies to share infrastructure basis to improve outcomes
in regional communities. for all government services in
regions.
22What the Queensland
Focus What’s next
Government has delivered
Partnering with other tiers Developed the Mobile Black Delivering the Mobile Black
of government to improve Spot Program, a three-year Spot Program. Construction of
connectivity for Queensland program to improve mobile towers from round one and two
communities phone coverage across are underway throughout the
Queensland. The Queensland state. Preparing applications for
Government has committed Round 3 of the program.
just under $24 million to partner The Department of State
with the Australian Government Development is involved in a
and carriers. This will deliver 144 major project in the Barcoo-
new and improved mobile base Diamantina region that will
stations which will significantly link the towns of Windorah,
improve connectivity across Birdsville, Bedourie, Jundah and
Queensland. Stonehenge through an optic
The Department of Education’s fibre network. This will bring
Broadband Upgrade Project 100s of kilometres of high speed
resulted in a substantial internet and 4G mobile services
financial commitment to Telstra to the region, which will enable
and helped to drive installation the communities and digital
of 144 km of fibre optic cable to government services.
Aurukun and Kowanyama. The The Department of Education
fibre optic cable has allowed the is working to boost broadband
mobile tower at Aurukun to be connectivity to Queensland
upgraded from 3G and 4G, and schools. To June 2017, over
it will also facilitate the delivery 1000 sites have been upgraded,
of broadband ADSL2 services to with over 200 upgrades planned
Aurukun and Kowanyama over for the future.
coming months.
Moving towards government The Queensland Government Taking the components that we
as a platform: Investing in and was the first government have designed, such as identity,
designing digital components in Australia to develop a registration, payments, enquiry
that are designed to be shared single customer log-in and tracking and service information
and used across government digital proof of identity and planning out an iterative
departments and services solution, taken up by 270,000 implementation for joined-
Queenslanders. The solution up, yet personalised, user
provides Queenslanders experiences.
with a simple, single, secure Designing the platform
log-in to access any online componentry required for
Queensland Government real-time integration with other
service, including those that levels of government, non-
require customers to verify their government organisations,
identity. This is a foundational industry, research organisations
platform component for future or other jurisdictions, for the
government service delivery. benefit of Queenslanders.
23What the Queensland
Focus What’s next
Government has delivered
Increasing use of sensor Introduced drones as part Working with the other tiers
technology and Internet of turtle conservation on of government to expand
of Things to improve data Queensland’s Raine Island, our commitment to sensor
gathering around the state minimising the impact on this technology and IoT for
sensitive environment. improved livestock sensing,
Introduced drones to better disaster resilience, safer
monitor state-owned land to flights, health wearables, future
understand the state of repair, policing and bio-security.
weed management, and work The government is supporting
to more effectively to conduct development of Machine
our surveys and manage these Learning for the Smart Grid,
assets. large-scale machine learning
Through the Advance methods to manage supply
Queensland Research and demand in a smart grid
Fellowships, Innovation with big data analytics. Using
Partnerships, Ignite Ideas and the tremendous data being
Platform Technology programs collected by sensors equipped
invested in developing new with substations, transformers,
Internet of Things solutions and solar PV panels, batteries, smart
‘system of systems’ in sectors meters, and various smart home
such as agriculture, energy and appliances, this smart grid will
resources, manufacturing and enable more effective use of
health. renewable sources.
Sensors in traffic management
through Advance Queensland,
the government is supporting
the development of a low-cost,
accurate sensor that will provide
automatic traffic monitoring
information. The sensor will
automatically flag events of
interest including anomalies
like accidents, congestion or
transgressions which require
law enforcement to intervene.
This will enable more informed
decisions about the managing
the road network.
Smarter and more connected The Advance Queensland Advance Queensland is
communities: The government initiative is supporting projects supporting a project to develop
will continue to partner with across Queensland that are cutting edge Digital Pathology
communities across the state using digital and platform and Telepathology (DPT)
to identify opportunities for technology to improve technology to significantly
digital solutions to support outcomes for government, advance the Queensland Health
increasingly productive, business and citizens. care system. Pathology plays
accessible and livable Investing in, and partnering with a crucial role in Queensland’s
Queensland—attracting talent, smart city accelerators, such health care system being
encouraging innovation, and as BlueChilli’s CityConnect can the scientific basis of 70%
creating jobs encourage the development of of medical diagnoses. It is
technology startups who can projected that Queensland
help cities and towns become will experience an increase in
more liveable and prosperous. demand for these services,
as well as a shortage of
pathologists in the near future.
Digital pathology will help
provide a smarter solution to
pathology services, addressing
these issues.
24Priority Four: Trust
We are balancing the way we use information
to deliver services to make our lives easier,
with responsible data analytics, information
management, transparency and security. We are
proactively managing our information so we can
make better policy decisions and deliver better
customer service by using the insight gained from
the data government holds. As government service
delivery becomes more digital and reliant on data,
security of information and being trusted custodians
of information, grows in importance. We recognised
this important role early on, and have invested in
programs for both people and technology to make
the Queensland Government more secure and
resilient, now and in the future.
What the Queensland
Focus What’s next
Government has delivered
Develop an information Completed an audit of the Developing policies, standards,
sharing framework that current information sharing and legislation to enable safe
promotes sensible and legislative framework, sharing of data for community
responsible sharing, such that identifying barriers that to be benefit.
it helps rather than hinders addressed with approaches
such as anonymised analytics.
Making it easier for customers Delivered a digital identity Expanding on our digital identity
to identify and authenticate platform for customers, as platform to enable customers
themselves when using online the first step in the information to have more secure access
government services management chain. to personalised services and
information.
Furthering our commitment Queensland State Archives has Deliver phase 1 of the Digital
to integrity, accountability completed market sounding Archive program.
and open government by for a Digital Archive. This will Pilot the use of virtual and
improving the digital access to transform preservation, storage augmented reality applications
government records and access to digital records, using Queensland State Archives
including records that are ‘born
Launched new multi-
digital’.
media platforms to enable
Progressed digitisation of priority Queenslanders to access and
holdings of the Queensland State create stories about the heritage
Archives. of Queensland.
Achieved over a 3000% increase
in records accessed through the
use of online hosting platforms,
including Flickr.
25What the Queensland
Focus What’s next
Government has delivered
Ensuring that government Appointed a whole of Delivering best practice
continues to be a trusted government Chief Information cybersecurity initiatives, health
provider of digital services that Security Officer in 2016. checks to executive leaders
protects information without Established a specialised, across government to increase
curbing innovation whole-of-government ability to prevent, detect and
Cybersecurity Unit in 2016 respond to cyber-attacks.
which conducts a number of Maturing the range of
services such as vulnerability cybersecurity exercises across
scanning. government stakeholders
Conducted cybersecurity harnessing next generation
exercises with Queensland technologies.
Government agencies and Piloting with Cert Australia
Federal Government to test on the Joint Cybersecurity
existing cyber response Centre, under the National
processes and procedures. Cybersecurity Strategy. The
centre is the first outside of
Upgraded government systems
Canberra and is an important
to enhance our cyber posture.
activity to improve our cyber
defenses across government,
critical infrastructure owners and
businesses.
Exploring opportunities to
collaborate with research
organisations on activities such
as cyber range initiatives to
manage and mitigate our cyber
risks.
26Enabling
05
GOVERNANCE
027How we will facilitate
progress in a high-pace
environment
We will use our governance Governance that is data driven and
processes to help us deliver: creates alignment
Governance that creates valuable Major work is already underway, and our digital
future is active and complex. Key initiatives
outcomes increasingly involve multiple agencies and
We are about outcomes, not just outputs. partners. Significant progress has been made in
DIGITAL1ST is a strategy to help us deliver digital building interoperable solutions, using common
initiatives, programs, projects and services that platforms and increasing data sharing. But there
make a difference to the lives of Queenslanders. is more to do.
Therefore the governance approach should be
We will continue to leverage and enhance our
driven by the business of government, not the
common standards, skills and data insights to
IT of government, and it should actively help us
enable best practice delivery at all levels from
deliver on these outcomes.
portfolio to project, and even guidance for
business as usual enhancements. This will help
Governance that is agile and responsive us highlight successful outcomes, and deliver
No longer will one governance model suit all initiatives more efficiently across government. We
programs and projects. Where agile ways of will also build on the successes of our strategic
working are adopted, governance needs to enable sourcing, to leverage whole-of-government
and manage exploration—to predict, test and purchasing power.
iterate, so we can course-correct early, validate
ideas easily and frequently, and invest more
wisely throughout the life of our digital initiatives.
Likewise, where agile methods are proposed,
new approaches are needed to business case
development and assessment. Base products
can be delivered more quickly, risks can be better
managed, return on investment is quicker—but
benefits will be emergent, and costing can be
‘time-boxes’ of work rather than for end-to-end
delivery of a solution. This will require change to
the way government organises itself, and long-
held processes.
28This will include:
Our enabling governance
• enhancing specific strategies such as cloud,
structures for DIGITAL1ST cybersecurity and infrastructure
• refreshing agency-specific digital strategies to
The Directors-General ICT Council align with DIGITAL1ST
The Department of Science, Information Technology • strengthening investment review processes
and Innovation is accountable for the whole-of- • ensuring that guidance and standards support
government ICT reform agenda and initiatives. The the effective delivery of digital change
department uses the council to provide guidance initiatives, and
and prioritisation to these initiatives. • building on the transparency provided by the ICT
At an agency level, Directors-General are Dashboard, to enhance monitoring and reporting
accountable for their agency’s digital strategy and on the benefits of digital transformation.
ICT investment, ensuring appropriate value for
money and monitoring ICT risks. These activities Regulation in the digital age
are also overseen by the council, in line with our We need to ensure approaches to regulation
assurance frameworks. are keeping pace with the changes in industry,
The Directors-General ICT Council has made workforce and the broader economy—changes
significant progress in overseeing more than that are being driven by digital disruption. New
$3 billion worth of digital and ICT investments technologies and digital platforms are allowing
since its establishment. The council will work new entrants to scale rapidly and disrupt whole
across government to strengthen our governance, industries. This is important for our community,
assurance and investment approaches and consumers, existing industries, as well as businesses
implement a portfolio governance model that and tech startups who are developing new business
can stay close to business problems, support models that are changing the face of work.
digital transformation and drive delivery of the Government needs to better anticipate emerging
DIGITAL1ST strategy. trends, understand the potential impacts for
Queensland and develop appropriate responses that
The Digital Governance Framework balance the interests of many players. To this end,
The Queensland Government has a clear we will draw upon leading digital experts to assess
framework in the Queensland Government the potential impacts of disruptive technologies and
Enterprise Architecture (QGEA) to govern, plan how government can better position Queensland
and manage ICT initiatives. The QGEA promotes for the future. This work will be progressed in
and publishes digital and ICT policy and best conjunction with the Better Regulation Taskforce,
practice guidance to ensure successful outcomes which is set up under the Queensland Small
from the government’s digital investments. We Business Advisory Council.
will continue to extend the QGEA framework and
refresh and develop new supporting strategies,
policies and best practice to ensure that the
DIGITAL1ST agenda responds to the service
delivery needs of Queenslanders.
2906
MEASURES
030How we will track our
success
Measuring impact
• If we make procurement more flexible and
The success of DIGITAL1ST is not measured in the transparent, we should see an increase in long-
throughput of projects. Delivering more does not term business and industry investment
necessarily mean we’re improving the lives
of Queenslanders. • If we increase government collaboration
with research organisations, we should
Measuring the true impact of our strategy means see improvements in R&D output and the
we must define what we want to achieve and employability of graduates.
make testable predictions.
To implement this more substantive approach
For example: means we will need to define new methods for
• If we increase the connection and personalisation capturing and interpreting relevant data, and
of services, we should see increased customer then representing this for both internal and public
satisfaction ratings consumption.
• If we improve workforce culture and capability, Measuring sentiment
we should see improved service quality and
workplace satisfaction ratings To provide a trend of movement towards our
vision, we will collect and measure sentiment
data related to our strategic priorities. An example
of the measures we may capture against each
priority are listed in the following table.
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