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.

Transcript

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
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
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
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
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?
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
94. Jenkins
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
101. Prometheus
103. Prior art?
104. GDS Cloud Foundry
105. 18f Cloud Foundry cloud.gov
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?
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!