Customers experience seamless, integrated and trusted public services
People are using personal digital devices in increasingly sophisticated ways. In everyday activities such as banking and shopping, customers expect that goods and services are integrated, easily accessible through any digital device, and quickly available. The same applies to government. Increasingly, people expect to ‘consume’ public services in the same way, and to the same standard, as when transacting with a bank or an Internet-based retailer.
In the past, the standalone government agency has operated as the primary delivery vehicle for services. Information and technology infrastructures reflected this silo approach, with agencies running their own systems, delivering their own services, and when needed trying to connect these systems with others. Not all services need to be integrated, but for those that do, a new mindset and approach to information and technology is necessary.
Agencies and third parties will have to agree on how to deliver federated services and rationalise service delivery channels. This might, for instance, involve defining a common target operating model and architecture for federated services, which would enable progress without impeding gains already made in agency improvement and transformation programmes. In parallel, system barriers to integration, such as legislation, mandate, investment decision-making processes, and agency/vote prioritisation, will need to be addressed.
- Agencies and third parties agree how to deliver federated services
- Service delivery channels are rationalised
- Common service components are re-used by agencies
- Federated services are piloted using ‘life events’
This work programme will be led by the Service Innovation Group
- Government ICT Strategy 2015 – at a glance (PDF, 75KB)