As Victoria's population grows, so do customer interactions with public services. Digitising services can help to reduce demand pressure, save money, and improve customer satisfaction. In 2015, the government established Service Victoria (SV) to seize this opportunity and deliver cross-government reform. 

This audit report examines whether digital delivery of government services in Victoria has improved customer experiences and reduced costs.

Key findings:

  • While SV has improved customer experience through the services it delivers, it has not reduced transaction costs as intended.
  • SV has delivered a repeatable and scalable digital platform and technology solution. SV has shown the benefit to government from this platform, such as through quickly rolling out COVID-19-related transactions including venue check-ins using QR code scans.
  • However, SV has not delivered the wide range of transactions envisaged at its outset. With the exception of recent COVID 19 related transactions; the types and low volumes of transactions that SV delivers mean it has not realised its objective of reducing the costs of existing government transactions and improving compliance with regulation.


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