OGP Australia logo

2.3 - Digitally transform the delivery of government services

Objective and description:

Australia will continue to invest in digital technologies to make government services simpler, faster and cheaper, making it easier for the public to work and interact with government.

We will do this by preparing a digital transformation roadmap, and establishing public dashboards to improve transparency around the performance of government services.

Status Quo:

The Digital Transformation Agency is an executive agency within the Prime Minister’s portfolio. Its mission is to lead the transformation of government services to deliver a better experience for Australians.

Innovative use of digital technologies supports the open government agenda, through the provision of faster, cheaper and more accessible government services. While some progress has been made, there is an opportunity to seize the benefits of the digital revolution to improve the way government interacts with the public.

The Australian Government’s Digital Service Standard requires that services are designed to ensure accessibility to all users, regardless of their ability and environment. It requires that people who use the digital service can also use the other available channels (face-to-face and telephony) if needed, without repetition or confusion.  


To use digital technologies to promote transparency and public participation in government service delivery, engaging early and often with users throughout, so that government services meet the needs of the people who use them.

The Digital Transformation Agency will work with government agencies to deliver a roadmap for the digital transformation of government services with clear milestones, including delivery timelines and key performance indicators. It will also continue to work with Australian Government agencies to use dashboards to transparently measure the performance of services as required under the Digital Service Standard., and which will be benchmarked against best practice in the private sector.


This commitment will advance the OGP values of technology and innovation and transparency by:

  • increasing public access to government services;

  • making government services more efficient and cheaper; and

  • increasing transparency around performance of government services.

OGP Grand Challenge:

Improving Public Services


December 2016 – Ongoing

Lead agency:

Digital Transformation Agency (policy@digital.gov.au)

Other actors involved:

  • Government - The Department of the Prime Minister and Cabinet

  • Non-government - Non-government organisations (including Australian Open Government Partnership Network), private sector and the public


  • Deliver a whole-of-government digital transformation roadmap.

    • Commenced - Early 2017

  • Release agency-level digital transformation roadmaps.

    • Early 2017 - Late 2017

  • Release and promote a beta version of the Digital Marketplace for ICT procurement.

    • Commenced - Ongoing

  • Release and promote a live dashboard measuring the performance of government services, with user satisfaction being one of the key performance indicators.

    • Commenced - Ongoing