Delivering clearer, simpler, faster public services with Cloud Foundry

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 was created in 2015 – to change the way Australian governments deliver services, by relentlessly focusing all delivery activities on user needs, and modernising technical delivery methods.

Cloud Foundry is at the core of this technical modernisation, with the DTO providing a Cloud Foundry-based delivery platform to government for building new services. Every team gets a CD pipeline, centralised monitoring and logging, and an app runtime – driving a culture change through tools.

In this talk we'll learn about the problems with the traditional approach to digital service delivery in government, what opportunities Cloud Foundry creates for architecting the delivery of user-focused services, and how Cloud Foundry enables the DTO to help government deliver simpler, clearer, faster public services.

Transcript

1. Delivering clearer,
   simpler, faster
   government services
   with Cloud Foundry
   Lindsay Holmwood @auxesis
   Head of Development, DTO @AusDTO
   

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2. The problem
   

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3. 1509*
   * public federal government websites we know about
   

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4. People have no
   “mental model”
   of what government
   wants them to do.
   

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5. “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
   

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6. People design their
   businesses to
   minimise government
   bureaucracy.
   

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7. “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
   

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8. People pay other to
   deal with government
   for them.
   

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9. “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
   

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10. People with experience
    still have trouble.
    

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11. “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
    

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13. The challenge
    

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14. Do the hard work
    to make it simple for users
    

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15. Understand the
    who, what
    when, where
    of user interactions
    with government
    

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16. Design
    & Technology
    

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17. Clearer, simpler,
    faster public services
    

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18. Digital
    Transformation
    Office
    

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19. How do
    we work?
    

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20. Focus on
    meeting user needs
    

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21. Cross-functional
    teams
    

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22. Dev &
    Ops &
    Security &
    Design &
    UX &
    Content &
    Management
    

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23. The unit of
    delivery is the
    team
    

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24. Everyone
    is responsible
    for delivery
    

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25. Service delivery teams
    OWN THEIR
    AVAILABILITY
    

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26. Validate early & often
    Discovery ↲
    Alpha ↲
    Beta ↲
    Live ↲
    

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27. Journey mapping
    

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28. Minimal wireframes
    

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29. Prototypes
    

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30. Build the thing
    

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31. Innovate on service delivery
    NOT TECHNOLOGY
    

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32. Standardise
    technology
    

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33. Build capability
    across government
    

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34. Onboard people faster
    

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35. Contribute back to
    Open Source
    

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36. Make the right
    things easy
    

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37. Cloud Foundry
    helps us do this
    

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39. What does
    delivery look
    like?
    

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40. 30
    60
    90
    120
    2015-10-29 2015-11-08 2015-11-16 2015-11-25
    GOV.AU deploys over time
    

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48. AusDTO/gov-au-alpha
    

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49. Releases are a
    non-event
    

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50. Process scaled
    as we added contributors
    

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51. Contributions are
    democratised
    

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52. 15 contributors
    Dev &
    Ops &
    Design &
    UX &
    Content &
    Management
    

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53. The unit of
    delivery is the
    team
    

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55. What do teams
    need?
    

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56. a way to get their code
    running in front of
    users
    

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57. insight into how that
    code is working
    (or failing)
    

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58. data to test
    hypotheses about
    user and system
    behaviour
    

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59. Safety &
    Confidence
    

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61. Service
    

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62. Service
    App App App
    

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63. Service
    App App App
    Platform
    

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64. Service
    App App App
    Platform
    Service
    App App App
    

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65. Service
    App App App
    Platform
    Service
    App App App
    Platform
    

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66. Service delivery teams
    OWN THEIR
    AVAILABILITY
    

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67. And the DTO provides a
    platform to deliver on
    

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68. “cloud.gov.au”
    

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69. Run, change, and
    measure the
    applications that
    make up a service
    

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70. 1. Make deployment
    simple, fast, and
    painless
    

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71. 2. Help teams make
    the journey to go-
    live
    

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72. 3. Help teams build
    fast, secure, and
    reliable services
    

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73. Make the right
    things easy
    

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74. From alpha to beta to live
    

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75. What is it?
    

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76. •
    App hosting platform
    •
    Continuous Deployment service
    •
    Simple logging service
    •
    Simple monitoring service
    

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77. clear integration points
    for building, testing,
    deploying, logging,
    measuring, and monitoring
    

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78. Cloud Foundry
    

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79. Zero downtime deploys
    

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80. 18F/aws-broker
    

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81. Jenkins &
    CircleCI
    

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83. clear integration points
    for building, testing,
    deploying, logging,
    measuring, and monitoring
    

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84. bin/cibuild.sh
    bin/cideploy.sh
    

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85. #!/bin/bash
    # Download the cf cli
    wget ‘https://release/cf.tar.gz' -O cf.tar.gz
    tar zxvf cf.tar.gz -C bin
    export PATH=$PATH:$(pwd)/bin
    # Login to cf (these environment variables must be exported by CI)
    cf login -a $CF_API -u $CF_USERNAME -p $CF_PASSWORD -o $CF_ORG -s $CF_SPACE
    # Deploy the app
    cf push
    

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86. graylog
    

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87. Service
    App App App
    Platform
    

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88. Service
    App App App
    Platform
    Traceability
    

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89. PaaS is
    important
    

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90. But PaaS is
    bigger than an
    app runtime
    

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91. Make the right
    things easy
    

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92. Technology is cheap,
    people are dear
    

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93. PaaS eliminates
    classes of
    problems
    

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94. How do I make the
    application available?
    

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95. How do I recover from
    an outage?
    

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97. Time to detection:
    4 minutes
    

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98. Time to recovery:
    12 minutes
    

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99. Human intervention:
    0
    

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100. PaaS frees up your
     teams to focus on
     the bigger picture
     

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101. Free people up to
     help org learn
     

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102. Deliver clearer,
     simpler, faster
     public services
     

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103. Thank you!
     

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104. Thank you!
     ❤ the talk? Let @auxesis & @AusDTO know!
     

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