Objectives
Experiences that support and empower everyone
Deliver experiences that are centred on the needs of individuals and businesses and empower diverse Victorian communities. Build services that are easy to navigate and include support options that are available when needed.
Why it matters
Digital inclusion across all Victorian communities is a priority.
Empowering individuals to use digital services is about making digital experiences simple, helpful and oriented around needs. People must be able to navigate services fairly and confidently regardless of how they choose to access these services or which part of government provides them.
How we will act on it
- Always start by listening to the needs of Victorian communities.
- Use human-centred design across government with an emphasis on the user experience rather than the government and its internal structures.
- Use platforms that are accessible and intuitive, underpinned by simple, consistent user interfaces and plain language.
- Ensure digital inclusion continues to be a priority, particularly for vulnerable communities.
Low/no touch, effortless interactions
Create services that have a ‘tell me once’ approach, with seamless connections between channels and departments – supported by automated, invisible services.
Why it matters
People expect government to keep pace with the technology and streamlined services they receive from elsewhere. This sets a high and rising bar for governments to meet.
People switch to digital services for convenience and speed, and simple, automated services. To increase digital adoption of its services, government must match the frictionless experiences provided by other sectors and reflect users’ changing needs and expectations.
Positive digital experiences can also have a multiplier effect on the broader outcomes government is trying to achieve. For example, access to accurate real-time information supports the switch from private to public transport.
How we will act on it
- Simplify government platforms and rapidly digitise a range of common interactions and transactions. Be led by user preferences for interfaces, channels and branding.
- Build on and scale up the best capability across government and continue leveraging commonalities in government interactions through shared, connected platforms.
- Establish shared standards for simple, frictionless services across government, ensuring consistent user experiences.
- Ensure digital literacy is not a barrier to fairer access of simpler government services.
Universally accessible government services
Design services to be accessible by all including those with poor digital access, disability, low income and culturally or linguistically diverse backgrounds.
Why it matters
People expect their service providers to know them.
They don’t want to have to repeat basic information and are willing to share their data in exchange for easier-to-use quicker, more seamless services. They also expect their information to follow them across service channels within a single interaction.
This is even more so with government services where people interact in their most vulnerable moments – such as accessing housing and more seamless services. Reducing administrative burden enables people to focus on what really matters to them.
There is a need for government to support more integrated information and provide a single portal for users to access services.
How we will act on it
- Provide seamless end-to-end experiences for all, rather than ones that are complex and fragmented across government departments, agencies or system-based structures.
- Approach policy development and service design with a human-centred lens and facilitate a ‘tell me once’ approach through shared platforms.
- Actively address legislative and other barriers that inhibit sharing of de-identified information that is in the public interest in allowing for easier-to-use, quicker, seamless services.
- Introduce shared standards to drive consistent experiences and seamless interactions across departments and service channels – including in-person and contact centres.
- Leverage and build on common, connected platforms, supported by a clear mandate to invest more efficiently across government.
- Work with states, territories and the federal government to develop a unified and secure position on digital identity and to ensure Victorians’ identities can be confirmed and protected.
Personalisation on your terms
Personalise engagement to promote awareness and access to services while providing individuals with confidence and control over their information.
Why it matters
The digital revolution has resulted in a shift away from treating everyone as a single group and responding to people more as individuals. Personalisation of government services can expand reach, improve uptake and engagement, and increase regulatory compliance.
This personalisation requires people to share their personal data.
While people are increasingly willing to share their personal data to enhance their experience, this is based on confidence about how their data is handled. In a recent survey 54 per cent of respondents believed there was value in having their information stored in a centralised location when using Victorian Government services.1 But they also want to know – simply and transparently – what happens to their information and have some control over it.
How we will act on it
- Personalise the engagement experience while empowering individuals to control the use of their data by opting in to tailored interactions.
- Use relevant information about people to reduce the effort associated with government interactions, accelerate outcomes, and better inform and reflect on the effectiveness of policies and programs.
- Leverage personalisation to promote awareness of government programs and services, extend reach, and benefit as many Victorians as possible.
- Create inclusive, accessible experiences with government for people of all abilities, diverse cultural and linguistic backgrounds, and varying levels of digital literacy. Also support more fairer and effective access to all government services.
Secure, trusted and reliable services
Deliver services that are secure by design. Clearly explain how data is used within government and ensure personal data is used only for its intended purpose.
Why it matters
With more personal information shared online and more digital infrastructure than ever before, people are exposed to personal and social vulnerability simply by existing in the digital age.
Today cyber security is fundamental to creating trust in digital services. Many people consider cyber security as important to their personal safety as physical security.
Governments must give people confidence that their information is protected. While trust in government is generally high in Australia, this has not translated to the digital environment, with only 38 per cent of people willing to exchange their personal information for better services. 2
To expand its digital services the government needs to better explain the choices people have with respect to data – how it is shared, protected, and for what benefit.
This enhanced vigilance must be matched by the right investment and focus as the use of digital services accelerates.
How we will act on it
- Ensure the personal information shared with government is always secure and privacy requirements are consistently fulfilled.
- Embed security and privacy into every element of service design and delivery to drive a consistent, whole of Victorian Government approach to cyber security in line with national security standards.
- Keep up-to-date with rapidly evolving threats and technological advancements and accelerate investment and capability to fulfil critical obligations and protect Victorians.
- Provide confidence in transacting with government by putting ownership of information in the hands of users and empowering them to make choices about how, when and why their information is used.
- Build public trust by being transparent in the way we collect, manage, use and protect personal data.
Key enablers
Endnotes
1 Survey of 1,808 citizens through both on line and face to face channels, Service Victoria consumer research, March 2021
2 Survey of 1,808 citizens through both on line and face to face channels, Service Victoria consumer research, March 2021
Updated