CEF | Delivering Better Services: User-Centred Service Design and Evaluation

The Digital Transformation Agency (DTA) was established by government to work in partnership with government agencies to improve how digital services are purchased and delivered to citizens. The DTA is championing government’s approach to delivering user centric services that focus on enhancing Australia’s society and economy.

The question is how do we understand whether this user service approach is having an impact? How could we do things better to balance the needs of individuals, promote accessibility to everyone and achieve broader social and economic outcomes? Is digitisation really achieving better outcomes or is it just cutting costs? Answering these questions is core to the DTA’s mission to lead the digital transformation of government services.

Peter Alexander, First Assistant Secretary, Projects, Procurement and Assurance at the DTA delivered an address outlining his thoughts on these issues. This was then followed by a panel discussion with representatives from the Departments of Finance and Employment who will bring their experiences in delivering real services to citizens into the discussion.

• Peter Alexander
  Digital Transformation Office
  First Assistant Secretary, Projects, Procurement and Assurance
• Vanessa Roarty
  Department of Finance
  Director Service Design 
• Ross Stephan
  Department of Employment

To view Peter Alexander's Powerpoint please click here.