Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Breaking the cylinders of excellence (for YOW! Nights)

Breaking the cylinders of excellence (for YOW! Nights)

Nobody interacts with government because they want to - they interact with government because they have to, and most people come away from online interactions feeling more confused than when they started.

That's why the Digital Transformation Office (now the Digital Transformation Agency) was created in 2015 – to change the way government delivers services, by relentlessly focusing all delivery activities on user needs, and modernising technical delivery methods.

In this talk we'll learn about the problems with the traditional approach to digital service delivery in government, the cultural and structural barriers to changing service delivery in government, and how Open Source platforms, APIs, and Continuous Delivery enable the DTA to help government deliver simpler, clearer, faster public services.

Lindsay Holmwood

November 15, 2016

More Decks by Lindsay Holmwood

Other Decks in Education


  1. Breaking the cylinders of excellence To deliver clearer, simpler, faster

    public services Lindsay Holmwood Head of Technology @auxesis @DTO dta.gov.au
  2. dta.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
  3. dta.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
  4. dta.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
  5. dta.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
  6. dta.gov.au Digital Service Standard Setting the standard for delivering services

    that are better for users, and efficient for government
  7. July cloud.gov.au 14 apps in production 50 apps in development

    across transformation programme & service delivery programme
  8. October cloud.gov.au 47 apps in production 225 apps in development

    across transformation programme & service delivery programme
  9. Fact: 
 High-performing IT organisations 
 deploy 200x more frequently,

 with 2,555x shorter lead times; they have 
 3x fewer failures and recover 24x faster. – 2016 State of DevOps report
  10. dta.gov.au “The future is already here — it’s just not

    very evenly distributed.” – Gibson
  11. dta.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
  12. dta.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
  13. dta.gov.au People expect to deal with government as a whole,

    not with separate agencies or departments
  14. dta.gov.au Australia can become the best in the world at

    delivering clearer, simpler, faster public services.