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The Three T's of digital government service delivery

The Three T's of digital government service delivery

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 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 advantages of focusing on user needs when delivering joined up digital services, and how Open Source platforms and APIs enable the DTO to help government deliver simpler, clearer, faster public services.

Lindsay Holmwood

March 02, 2016
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  1. The Three T’s of digital government service delivery Lindsay Holmwood

    @auxesis Head of Development, DTO
  2. The problem

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

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

    to do
  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
  6. People design their businesses to minimise government bureaucracy.

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

  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
  10. People with experience still have trouble.

  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
  12. None
  13. The challenge

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

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

    government
  16. Design & Technology

  17. Simpler, clearer, faster public services

  18. Digital Transformation Office

  19. The first T: Transition

  20. Life events

  21. Starting a business Having a child Migrating to Australia

  22. Multiple government touch points

  23. Services & content designed & delivered around government functions

  24. complexity ⬇ users

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

  26. Data collection

  27. Personas

  28. Journey mapping

  29. Holistic view

  30. Joined up services

  31. Designed around user needs

  32. The second T: Transaction

  33. State changes

  34. e-Government How do we digitise this form?

  35. Transformation How can we collect less form data?

  36. Transformation How can we eliminate this form completely?

  37. Information Transaction Transaction Information Transition

  38. Journey mapping

  39. Minimal wireframes

  40. Prototypes

  41. HTML & CSS & JavaScript & Jekyll

  42. Build the thing

  43. None
  44. Digital Transformation Office

  45. Transformation programme

  46. Service Delivery Programme

  47. The third T: Transformation

  48. Change how services are delivered

  49. Change the way work is done

  50. Cross-functional teams

  51. Dev & Ops & Security & Design & UX &

    Content & Management
  52. The unit of delivery is the team

  53. Everyone is responsible for delivery

  54. Service delivery teams OWN THEIR AVAILABILITY

  55. Validate early & often Discovery ↲ Alpha ↲ Beta ↲

    Live ↲
  56. Innovate on service delivery NOT TECHNOLOGY

  57. Standardise technology

  58. Build capability across government

  59. Onboard people faster

  60. Contribute back to Open Source

  61. Cloud Foundry is our platform for innovation

  62. What does delivery look like?

  63. 30 60 90 120 2015-10-29 2015-11-01 2015-11-03 2015-11-05 2015-11-08 2015-11-10

    2015-11-12 2015-11-14 2015-11-16 2015-11-18 2015-11-20 2015-11-23 2015-11-25 2015-11-27 2015-11-30 GOV.AU deploys over time
  64. None
  65. None
  66. Deploys are a non-event

  67. Process scaled as we added contributors

  68. Contributions are democratised

  69. 15 contributors Dev & Ops & Design & UX &

    Content & Management
  70. The unit of delivery is the team

  71. None
  72. How do teams integrate?

  73. Information Transaction Transaction Information Transition Mainframe Systems of Record

  74. Understand the data classification

  75. A B C D B D

  76. Minimise collection of data

  77. Pull into protected systems

  78. Low tech Standard data formats Standard transports

  79. Strong data types++ Protobufs? Thrift?

  80. None
  81. What do teams need?

  82. a way to get their code running in front of

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

  84. data to test hypotheses about user and system behaviour

  85. Safety & Confidence

  86. Service App App App Platform Service App App App Platform

  87. Service delivery teams OWN THEIR AVAILABILITY

  88. And the DTO provides a platform to deliver on

  89. How do we meet those needs?

  90. Make the right things easy

  91. a way to get their code running in front of

    users
  92. Cloud Foundry

  93. None
  94. Jenkins

  95. None
  96. Clear integration points build, test, deploy, secure, monitor, …

  97. bin/cibuild.sh bin/cideploy.sh

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

  99. Graylog

  100. None
  101. Prometheus

  102. None
  103. Prior art?

  104. GDS Cloud Foundry

  105. 18f Cloud Foundry cloud.gov

  106. None
  107. None
  108. GDS & 18f: Focused on the application runtime

  109. PaaS is important

  110. But PaaS is bigger than an app runtime

  111. Technology is cheap, people are dear

  112. PaaS eliminates classes of problems

  113. How do I make the application available?

  114. How do I recover from an outage?

  115. None
  116. Time to detection: 4 minutes

  117. Time to recovery: 12 minutes

  118. Human intervention: 0

  119. PaaS frees up your teams to focus on the bigger

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

    picture user needs
  121. Free people up to help org learn

  122. Transaction Transition Transformation

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

  124. Deliver clearer, simpler, faster public services

  125. Thank you! ❤ the talk? Let @auxesis know!