Simple and seamless services

By 2030, the APS will work as a single, unified enterprise. It will use technology, data and analytics to deliver simple, accessible services for people and business.

Consultations on the initial Strategy highlighted the need for cross-jurisdictional collaboration on data and digital transformation, improving peoples’ experience of government. Stakeholders supported unified service delivery, such as ‘tell us once’ and life events, while state and territory governments called for stronger progress on a national digital ID system.

The Australian Government will organise and tailor policies and public services to individuals’ circumstances, on an opt-in basis, while the APS will use data and analytics to predict when and where its services are needed.

Be digital by design

As use of digital technologies has grown over recent years, people and business expect more from government. Public consultation highlighted the expectation that the Government’s digital services engage people proactively and guide them to the services they might need.

To meet this expectation, the Government will embed a digital by design approach. A nationally consistent approach to Digital ID and identity resilience will also support voluntary, secure, convenient and inclusive access to the Government’s services online.

The Government’s design approach will respond to technological changes. Findings from the Royal Commission into the Robodebt Scheme highlight the need to be adaptive in the design and use of digital systems, with greater oversight of automated decision making and data-matching programs. The Government will also focus on the next generation of risk management tools and guidance for emerging technologies.

Deploy scalable and secure architecture

Parts of the Government’s data and digital ecosystem are constrained by outdated systems, bespoke technologies and architecture solutions designed to solve common issues rather than address whole-of-government needs. The Government will apply a considered and consistent approach to its digital landscape and support entities to align to the Government’s investment direction and resolve legacy platform issues.

The Australian Government Architecture is supporting the Government’s digital transformation by bringing together guidance materials to help entities deliver capabilities faster and in a way that is consistent, interoperable, promotes reuse, reduces risk and maximises value for money.

For the Government’s digital ecosystem to be truly flexible and resilient, systems and services must be aligned to agreed foundational infrastructure. This includes a consistent approach to adopting emerging technologies. This will allow the Government to be more adaptable and responsive to changing priorities and support a national approach to developing data assets.

Interoperable platforms and use of standards unlock opportunities for easy data sharing, integration, collaboration and reuse across the APS. They also ensure hardware and software can work together seamlessly. The Government is committed to common data and digital standards and will continue establishing and growing international partnerships. It will focus on adopting and leading implementation of international standards to facilitate cross border data flows that are safe, secure, lawful and ethical.

Tell us once

Australians expect personalised, integrated and easy to use services from government. When people need to advise the Government about changes to their personal circumstances, they often find the experience time consuming and repetitive. The Survey of Trust in Australian Public Services 2022 found around two-thirds of people surveyed would often have to provide the same information to different government services multiple times. The Government will strengthen its use of data and digital technologies and capabilities to enable a ‘tell us once’ approach. Joining up information collected from stakeholders and making it available across the APS and implementing a national Digital ID system will reduce the administrative burden people and business face when engaging with different parts of the Government. Having key milestones such as the birth of a child, captured on government services through life events mapping will allow the Government to work with partners across entities, jurisdictions and third parties to better align government services to an individual’s needs and circumstances.

The Government will strengthen its processes to enable informed consent when personal information is collected and provide strong safeguards around storing, sharing and using personal information held by the Government.

Once information is collected, the Government will apply strong and secure data sharing practices, supported by the DATA Scheme, to reduce the need to collect the same information multiple times. The Government will support these data sharing practices by connecting the Government’s digital platforms under the Digital Service Standard, making it easy, secure and consistent for people and business to provide information once when dealing with different parts of the Government.