Victorians interact with the government many times each year. Digitising these services can make them cheaper to deliver and easier for people to use. In 2015 Service Victoria was set up to modernise how people access government services with a centralised online platform.

A 2021 audit found that Service Victoria had improved customer experiences by moving some services online but had not reduced transaction costs as intended. The audit made 10 recommendations, all of which were accepted. The review described in this report was undertaken to see whether Victorian Government departments have implemented the action plans they committed to in response to the audit recommendations. The review also looked at whether customer experience has improved and transaction costs have reduced since the original audit.