Customer-centric delivery model ‘Service Victoria’ confirmed in Budget


In our April newsletter we hinted at the likelihood of the Victorian Government introducing a customer-centric service delivery model based on Service NSW. This initiative, to be known as Service Victoria, has now been confirmed as part of the May Budget and has been allocated $15M in year 1 (2015/16).

While the main portion of the budget allocation is expected to be infrastructure costs, there are also roles for ICT professionals and strategy advisors.

While not being actively promoted as a ‘technology project’, Service Victoria is expected to have a digital component  providing an easy online means for the community to access information about government services and perform a multitude of community-related transactions – such as renewing various licenses, registrations, permits and much more.

It is expected to enhance the delivery of government transactions with citizens and enable the delivery of a more effective customer experience. Year 1 project planning will enable changes to systems, processes and information setting a new standard for customer service in Victoria.

Government is always looking for productivity and sustainability initiatives to drive down the cost of delivering government services. The Andrews Government is particularly focused on jobs and would rather do more with the same number of public servants.

In this way Service Victoria is as much a ‘digital’ project, as it is a service delivery project. And, in spite of Treasurer Tim Pallas stating there will be a moratorium on ICT spending, Service Victoria will require a strong ICT component.

However, as a multidisciplinary project I am sure this initiative will be an important focus for multiple ministers and with other departmental secretaries, not just the Department of Premier and Cabinet. This is just the sort of sponsorship you need in an initiative and, should you engage early, the sort of opportunity that could see your business achieve a small success and grow quickly.

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