Delivering services to citizens and consumers via devices of personal choice: phase 2

Digital communications Mobile technology Mobile phones Social services Consumers Victoria
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This audit examined the approaches departments and agencies use to determine which services will be, or have already been, delivered online via digital devices and examined the ongoing monitoring of the effectiveness of digital service delivery.

We found successes in digital service delivery. However, not all departments and agencies have a complete list of service transactions and costs attributable to delivering the service transactions, and transactions to be transitioned to digital service delivery are not clearly identified. While audited departments and agencies are transitioning to digital service delivery, they remain hindered by pertinent issues such as proof of identity requirements, legacy or inefficient existing information technology systems and inefficient back-office processes. A whole-of-public-sector approach to digital service delivery has yet to be fully realised.

Digital service delivery performance monitoring and reporting still needs improvement. Baseline performance targets with monitoring and reporting systems and processes are required to ensure that digital service delivery performance are effectively measured and its benefits are fully realised.

Overall, government digital service delivery has yet to become the preferred channel even though it was significantly important and desired by citizens and consumers. Improving public usability and utilisation of digital service delivery continues to be an ongoing effort for the Victorian public sector.

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