Breaking the cylinders of excellence

Transcript

1. Digital Transformation Office Breaking the cylinders of excellence To deliver clearer, simpler, faster public services Lindsay Holmwood Head of Development @auxesis dto.gov.au
2. dto.gov.au The problem
3. dto.gov.au 1509* * public federal government websites we know about
4. dto.gov.au People have no “mental model” of what government wants them to do.
5. dto.gov.au “I just wing it to be honest. As I need it, I research it. Which is probably not ideal. I need the big picture. I need to talk the big picture and then how to help kids navigate particular areas.” – School counsellor
6. dto.gov.au People design their businesses to minimise government bureaucracy.
7. dto.gov.au “I was talking to the guys in Japan in September saying I’d be able to start (selling their label) by December [laughs]. This whole thing has been a case of scaling back my expectations.” – Clothes store owner
8. dto.gov.au People pay others to deal with government for them.
9. dto.gov.au “If you can afford it, pay an expert to deal with the government. It’ll bury you and distract you from your own business” – Retired businessman
10. dto.gov.au People with experience still have trouble.
11. dto.gov.au “My biggest frustration is being on hold with the immigration department. I need to speak to them at least once a week. Last Friday I was on hold for 1 hr 20 minutes. My longest wait has been 2 hrs 30 minutes.” – Internal immigration agent
13. dto.gov.au The challenge
14. dto.gov.au Do the hard work to make it simple for users
15. dto.gov.au Understand the who, what when, where of user interactions with government
16. dto.gov.au Design & Technology
17. dto.gov.au Clearer, simpler, faster services
18. dto.gov.au Digital Transformation Office
19. dto.gov.au We're here to make government services simpler, clearer and faster for everyone
20. dto.gov.au 1/ We collaborate with agencies to transform services so that they meet user needs
21. dto.gov.au 2/ We create whole-of-government platforms to support service transformation
22. dto.gov.au 3/ We develop policies and standards to help government transform services consistently
23. dto.gov.au What have we done well?
24. Delivery hubs in Sydney and Canberra
25. dto.gov.au
26. dto.gov.au
27. dto.gov.au A prototype of how government services and information could be joined up gov.au/alpha
28. dto.gov.au Digital Service Standard Setting the standard for delivering services that are better for users, and efficient for government
30. cloud.gov.au Creating a new platform to make delivering and operating government services easier
31. cloud.gov.au 14 apps in production 50 apps in development across transformation programme & service delivery programme
32. What does delivery look like?
33. 30 60 90 120 2015-10-29 2015-11-08 2015-11-16 2015-11-25 GOV.AU deploys over time
36. AusDTO/gov-au-alpha
37. dto.gov.au Releases are a non-event
38. dto.gov.au Process scaled as we added contributors
39. dto.gov.au Contributions are democratised
40. 15 contributors Dev & Ops & Design & Research & Content & Management
41. dto.gov.au The unit of delivery is the team
43. dto.gov.au What did we learn?
44. dto.gov.au Government doesn’t move at a single speed
45. dto.gov.au Capability continuum
46. dto.gov.au “we’re agile, we do standups”
47. dto.gov.au “we do CD, we deploy continuously, every 6 weeks”
48. dto.gov.au Cylinders of excellence
49. dto.gov.au “The future is already here — it's just not very evenly distributed.” – Gibson
50. dto.gov.au Help identify and plug capability gaps in teams
51. dto.gov.au Policy as a weapon vs Policy as a tool
52. dto.gov.au Read the policy yourself
53. dto.gov.au Find subject matter experts
54. dto.gov.au Document what works and what doesn’t
55. dto.gov.au
56. dto.gov.au Don’t transform delivery & technology at the same time
57. dto.gov.au Make the right thing • Select high volume services • User centred design • Define and deploy the minimum viable product • Integrate with back-end process • Design for straight-through processing
58. dto.gov.au Ensure that it’s
 done right • Organise work in small teams (2 pizza size) • Develop in-house capability across key roles • Incremental and continuous deployment • Time box delivery • Continuous usability testing
59. dto.gov.au Stick with technologies government knows (Java & .NET)
60. dto.gov.au Change tech methodologies
61. dto.gov.au CD & TDD & BDD & PaaS & Microservices
62. dto.gov.au Transform how they use those technologies
63. dto.gov.au Spring & 12-Factor Apps
64. dto.gov.au
65. dto.gov.au Security matters
67. dto.gov.au Prevention is a battle you will always lose
68. dto.gov.au Detection is your best defence
71. dto.gov.au Embed security people on big services
72. http://pivotal.io/security/cve-2016-0927 http://pivotal.io/security/cve-2016-0928 http://pivotal.io/security/cve-2016-4468
73. dto.gov.au Focus on basics
74. dto.gov.au Have a threat model
75. dto.gov.au Excel macros > APT
76. dto.gov.au MFA all the things
77. dto.gov.au Required reading: https://speakerdeck.com/garethr/security- monitoring-with-open-source-penetration-testing- tools
78. dto.gov.au
79. dto.gov.au Tech often doesn’t last more than 6 months
80. dto.gov.au Go and see Understand team’s problems Hypothesise what they need Test hypotheses
81. dto.gov.au CI/CD
82. dto.gov.au Cheap SaaS ↩ Specific SaaS ↩ On-prem ↩
83. dto.gov.au Define clear interfaces: bin/cibuild.sh bin/cideploy.sh
84. dto.gov.au
85. dto.gov.au What should we do differently?
86. dto.gov.au Front-load technical activities
89. dto.gov.au Strict interpretation of the design guides
90. dto.gov.au Create a longer runway by pulling tech forward
91. dto.gov.au Don’t turn down volume of design, Turn up volume of product & tech
92. dto.gov.au Constantly iterate the service standard assessment process
94. assessment points
95. dto.gov.au Just waterfall with a different name?
96. dto.gov.au Agile practices throughout
97. dto.gov.au Tighten focus in each stage
98. dto.gov.au If it hurts, do it more often
99. assessment points
100. dto.gov.au Minimum viable documentation of practices, then over-communicate
101. dto.gov.au We set a high bar
102. dto.gov.au But we need to bring people up to speed
103. dto.gov.au Alien technology & alien language
104. dto.gov.au Build primers
106. dto.gov.au
107. dto.gov.au What still puzzles us?
108. dto.gov.au Business cases with fixed-cost deliverables
109. dto.gov.au Fixed cost delivery with agile is a thing
110. dto.gov.au “best effort” doesn’t satisfy regulatory requirements
111. dto.gov.au Government has expectations of certainty when you spend taxpayer money
112. dto.gov.au
113. dto.gov.au Procurement
114. dto.gov.au Complex, interrelated legislation
115. dto.gov.au Significant domain knowledge required
116. dto.gov.au 5 platforms GOV.AU Identity Digital Marketplace Performance Dashboard cloud.gov.au
117. dto.gov.au
118. dto.gov.au Some teams pull back from Continuous Deployment
119. dto.gov.au Continuous Delivery is though
120. dto.gov.au Extra set of hands for sign off
121. dto.gov.au Inside the DTO? Escalate the commitment.
122. dto.gov.au Don’t put manual testing on the critical path for delivery
123. dto.gov.au Push manual tests into automated ones
124. dto.gov.au Have specialty skills on-hand Accessibility & Performance & Security
125. dto.gov.au
126. dto.gov.au Difficulty seeing outside the cylinder
127. dto.gov.au Discovery can get limited to what can be directly controlled
128. dto.gov.au People expect to deal with government as a whole, not with separate agencies or departments
129. dto.gov.au Services should be available end-to-end online
130. dto.gov.au Users’ interactions with government should be as good as those with modern businesses
131. dto.gov.au There’s huge failure demand when users can’t get things done easily
132. dto.gov.au Government is just catching up to everyone else
133. dto.gov.au The opportunity is immense
134. dto.gov.au Australia can become the best in the world at delivering government services.
135. dto.gov.au Deliver simpler, clearer, faster public services.
136. dto.gov.au Thank you! ❤ the talk? Let @auxesis & @DTO know!