Australia’s digital government agenda is at an inflection point. In the first quarter of 2015, the agenda has accelerated rapidly. At the federal government level, this has been boosted by the new Digital Transformation Office (DTO). It is sponsored by the Minister for Communications, Malcolm Turnbull, and the Prime Minister, Tony Abbott. The goal: by 2017, all major federal government transactions will be delivered digitally.
Australia is following the UK and the USA’s digital government lead. The citizen experience is rightly being placed front and centre in “a relentless focus on the needs of the user”. The newly released Digital Service Standard & Design Guide provide the design criteria for the 500-day sprint to 2017.
In the quest for rapid transformation, digital design teams can look to “the quiet achievers” of Australian government for inspiration. They will find exemplars of resourceful design, and deep customer understanding and empathy. These deliver the government’s promises of transparency, genuine engagement and customer satisfaction for everyday Australians.
In this, the first of her featured weekly Digital Downunder series with GovLoop, Michelle reflects on a group of quiet achievers in digital government. She shows that empathy for the government customer builds loyalty and agency credibility.
Michelle Narracott is a Feature Blogger with GovLoop. Based in Washington DC, GovLoop is the the premier social network for government globally connecting over 150,000 government innovators in the US, UK, New Zealand, Australia and globally.
Lead Strategist with Fuji Xerox’ Digital Government incubator, Michelle is a member of our Public Sector team based in in Canberra. She enjoys being part of the buzzing digital government ecosystem and emerging digital agenda.
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