1. A vision for getting to a
new digital future
Thinking about transforming NSW
19 December 2012
Please make sure you read this associated word document for all the narrative and
background for this presentation - http://slidesha.re/1BRNML6

2. Today
- Imagine how digital could be different
- Suggested strategic principles
- Approaches for more Joined-up digital
experiences
- What might a new digital future look
like?
- Potential next steps

3. Imagine how ‘digital’
could be different
across government …

4. We Have a Burning Platform

5. But we have a
major opportunity

6. Which requires a
paradigm shift

7. Vision:
Role:

8. Purpose:

9. What might a set of
strategic principles
be?

10. 1. Technology for people’s sake
We must implement technology for people’s sake, not for
technology’s sake. Technology doesn’t innovate, people do. People
must be our focus both externally and internally.

11. 1. Technology for people’s sake
2. Solutions & policies: best for the people
Develop solutions and policies that are best for the people, not best
for the Government.

12. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
Provide information that’s easy to discover, access, read and
understand, not just easy to upload.

13. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
Make information, engagement, consultation, services & transactions
open to everyone and across all devices.

14. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
5. We cannot manage what we don’t measure.
We must introduce a culture of being data driven. We cannot improve
if we don’t collect, analyse and respond to the right information and
right data at the right time.

15. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
5. We cannot manage what we don’t measure
6. Trust is the new currency across digital
Trust is the new currency across digital channels and without it we will
fail. Through greater transparency, accessibility, engagement and
communication we can build trust.

16. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
5. We cannot manage what we don’t measure
6. Trust is the new currency across digital
7. Build foundational partnerships
We must build foundational partnerships both internally and externally
to reduce risk and increase our digital knowledge, skills and capability.

17. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
5. We cannot manage what we don’t measure
6. Trust is the new currency across digital
7. Build foundational partnerships
8. Significantly shift the way we think & operate
To truly embrace digital, we have to significantly shift the way we think
and operate internally in order to effect change externally.

18. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
5. We cannot manage what we don’t measure
6. Trust is the new currency across digital
7. Build foundational partnerships
8. Significantly shift the way we think & operate
9. Build services and capabilities, not structures.
Build a shared capability of digital services and technologies. We need
to avoid monolithic structures and create flexible services which
integrate across different applications, channels and systems and
importantly customer scenarios.

19. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
5. We cannot manage what we don’t measure
6. Trust is the new currency across digital
7. Build foundational partnerships
8. Significantly shift the way we think & operate
9. Shared capability of services, not structures
10. We need a paradigm shift, not evolution
Incremental change has not worked for the past 10 years. We need to
dramatically shift the way we approach and affect a digital
transformation across government.

20. 1. Technology for people’s sake
2. Solutions & policies: best for the people
3. Information: easy to discover, access & read
4. Make information open to everyone
5. We cannot manage what we don’t measure
6. Trust is the new currency across digital
7. Build foundational partnerships
8. Significantly shift the way we think & operate
9. Shared capability of services, not structures
10. We need a paradigm shift, not evolution

21. Design Principles for
delivering more “joined up”
digital experiences across
government

22. 1. Start with needs

23. 1. Start with needs
2. Do Less

24. 1. Start with needs
2. Do Less
3. Design with Data

25. 1. Start with needs
2. Do Less
3. Design with Data
4. Build for inclusion

26. 1. Start with needs
2. Do Less
3. Design with Data
4. Build for inclusion
5. Build digital services, not websites

27. 1. Start with needs
2. Do Less
3. Design with Data
4. Build for inclusion
5. Build digital services, not websites
6. Understand context

28. 1. Start with needs
2. Do Less
3. Design with Data
4. Build for inclusion
5. Build digital services, not websites
6. Understand context
7. Be consistent, not uniform

29. 1. Start with needs
2. Do Less
3. Design with Data
4. Build for inclusion
5. Build digital services, not websites
6. Understand context
7. Be consistent, not uniform
8. Iterate. Then iterate again

30. 1. Start with needs
2. Do Less
3. Design with Data
4. Build for inclusion
5. Build digital services, not websites
6. Understand context
7. Be consistent, not uniform
8. Iterate. Then iterate again
9. Do the hard work to make it simple

31. 1. Start with needs
2. Do Less
3. Design with Data
4. Build for inclusion
5. Build digital services, not websites
6. Understand context
7. Be consistent, not uniform
8. Iterate. Then iterate again
9. Do the hard work to make it simple

32. If we want this, here’s five suggested
Core Directions…

33. 1. Inspire citizens and business to
collaborate and engage more with
government to design and deliver
better policies, services and community
and economic outcomes for NSW.

34. 2. Simplify engagement between citizens,
business & government with easier-to-
find, easier-to-access government
information, services, transactions & data.

35. 3. Lead the transformation to a new era
of digital public services, consultation and
engagement.

36. 4. Enable NSW residents, visitors,
businesses and an increasingly mobile
workforce to access and engage with
high quality government information,
services and data, anytime, anywhere and
on any device.

37. 5. Empower government employees to
use world’s best practices to deliver and
engage with citizens and businesses
through efficient, effective and scalable
digital channels and technologies.

38. What might a new
digital future look like?

39. Old
Model

40. New
Model

41. How would we get
there?

42. inspire
Digital Tools
Awareness
X-Prize Program

43. simplify
Consolidate
Transform
Redesign

44. lead
Digital Services Team
Common Technology
Remove Barriers
Management Information
Education, Skills

45. enable
Accessibility
Multilingual
Open Data

46. empower
Capability
Platform
Excellence

47. Best-in-class digital platform…

48. Centralised Digital Services Team

49. Centralised Digital Services Team

50. Centralised Digital Services Team

51. Centralised Digital Services Team

52. Centralised Digital Services Team

53. Centralised Digital Services Team

54. $2-5M
$100-150M

55. $2-5M
$100-150M

56. What might it look like for
citizens and business?

57. Three digital experiences…

58. Project Macquarie
www.nsw.gov.au

59. Service NSW
www.nsw.gov.au

60. Corporate Websites
www.nsw.gov.au

61. Key Dependencies
Privacy Legislation
Other Legislation
Agency Policies
Skilled Resources / Vendors
Budget

62. Next Steps
Required Enabling Actions

63. 1. Audit existing digital systems
Audit existing digital systems, infrastructure and associated costs. For
example; website content management systems, hosting, technology
agreements, services & support agreements etc.

64. 1. Audit existing digital systems
2. Finalize full NSW Digital Strategy
Continue to develop and flesh out the full NSW Digital Strategy
including resource requirements, budgets, priorities and timelines.
1. Internal version
2. Public version

65. 1. Audit existing digital systems
2. Finalize full NSW Digital Strategy
3. Develop user personas
Develop Personas and User Centric Research for DPC and Service
NSW to help drive strategy, design, channel scenarios, UX, information
architecture and content.

66. 1. Audit existing digital systems
2. Finalize full NSW Digital Strategy
3. Develop user personas
4. Project Macquarie
Deliver Project Macquarie to demonstrate best practices across; user
centric design, cross device compatibility and accessibility, digital
communications and engagement, measurement and analytics.

67. 1. Audit existing digital systems
2. Finalize full NSW Digital Strategy
3. Develop user personas
4. Project Macquarie
5. Digital Marketing Platform prototypes
Deliver the Digital Marketing Platform prototypes for Project Macquarie
and Service NSW. For example; CRM, Measurement / Business
Intelligence / Content Management System, Email Marketing, Search,
Video, Social Media, Mapping etc.

68. 1. Audit existing digital systems
2. Finalize full NSW Digital Strategy
3. Develop user personas
4. Project Macquarie
5. Digital Marketing Platform prototypes

69. Next Steps
From concept to decision

70. 1. If you’re excited by this future, what can you
recommend to help get us there?

71. The three most powerful
words in history have changed
because of digital technology
and consumer behaviour.

72. I<3U

74. Digital at (@) heart (<3)
NSW
Digital@<3

75. Thank you