GovInnovate Brief

Delivering the next generation of government services

Posted by GovInnovate Team on 12 May 2017, 15:02:40



For a new government service to thrive in the age of mobile-friendly websites and user-centric design, it can be difficult for public sector organisations to integrate legacy systems with unfamiliar, new, digital platforms. But it's not all doom-and gloom. One of the ways to combat this challenge is through the collaboration of common government platforms.

If you want to deliver a digitally-turbo charged experience for Australian citizens, then rather than building a new platform from scratch, we can learn from the data and platforms that are already being created. This post looks at collaboration in the context of government service delivery, and how public sector organisations across Australia can stand on the shoulders of giants.



Why share common government platforms?


Public sector service delivery becomes a lot less complex if government agencies have the ability to ‘stand on the shoulders of others'. Well at least that’s the case according to the Digital Transformation Agency who highly recommends the development of common government platforms to ease the burden of digital service delivery.

So why collaborate when it comes to delivering government services? The number of government services is only set to increase as the digital divide becomes less noticeable, and as access to digital services in remote areas becomes less challenging. Eventually, millions of people will be able to interact with multiple government services across multiple levels of government.

It's an exciting future ahead. But already, a world of information is available to fledgling digital government agencies on what features are most desired by users, as digitally maturing agencies begin to set the building blocks for digital service delivery. The benefits of adopting common government platforms are triple-fold:

  • Duplication of already existing features is reduced
  • Government agencies can share and reuse research
  • Users are given a consistent experience across different platforms

The Digital Transformation Agency has been taking strides to turn these somewhat elusive benefits into a reality for Australian citizens. Most notably,, the Digital Marketplace and the introduction of the Digital Identity scheme are all initiative that will eventually create a holistic and smooth user experience for citizens when interacting with government services.



Government-as-a-platform: the ‘connective tissue’


Unless there are vast differences in the way Australian public sector organisations are delivering their services, there should be commonalities in the technological architecture for each service. These commonalities are referred to by Accenture as the connective tissue, or ‘the glue’ of government service delivery, and our ability to tap into these common features will start to create efficiencies across the board.


If you take a look at the image above, government-as-a-platform is reliant on the symbiosis of data, collaboration and the ability of agencies to scale their efforts without overt expenditure. You can’t streamline the user experience without data, and you can’t create a network effect without collaboration.

So what does the future of government service delivery hold? No one can tell for certain, but it's fair to say that collaboration will play a big role in creating new government services. The connection between the Internet of Things, Open Data, big data and analytics, and changing consumer expectations will all eventually drive changes across every government agency in Australia. 

Let us know how you think collaboration will change government service delivery by commenting below. 

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Topics: Digital Transformation

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