SV did not deliver all original transactions outlined in the Reform Program business case. Figure E1 outlines the changes to the transactions over time and whether these have been delivered.
FIGURE E1: SV's transactional delivery
FIGURE D1: Horizon 1 expected outcomes
| Who we audited | What we assessed | What the audit cost |
|---|---|---|
|
DPC and SV |
Whether digital delivery of government services has improved customer experience and reduced transaction costs. In particular, we assessed if: |
| Acronyms | |
|---|---|
| ARMC | Audit and Risk Management Committee |
| BoM | board of management |
| DPC | Department of Premier and Cabinet |
| DTF | Department of Treasury and Finance |
| HVHR | high value high risk |
We have consulted with DPC and SV, and we considered their views when reaching our audit conclusions. As required by the Audit Act 1994, we gave a draft copy of this report, or relevant extracts, to those agencies and asked for their submissions and comments.
Responsibility for the accuracy, fairness and balance of those comments rests solely with the agency head.
DPC and SV have delivered a technology solution that is repeatable and reusable. However, DPC's implementation of SV did not focus on the delivery of financial benefits. This lack of focus, along with poor reporting and stakeholder management by DPC and SV, has resulted in lower-than-expected delivery of benefits.
SV has delivered good customer satisfaction results for the limited services it offers. However, it has realised only a small proportion of the benefits expected in the Reform Program business case.
In 2019–20, SV achieved transactional benefits of $6 million—well below the $53 million per year that the Reform Program business case predicted. It has also not achieved measurable improvement of people following government regulations and policy, as SV is only conducting about 1 per cent of government transactions.
Population growth and changing consumer expectations are placing increasing pressure on the cost, timeliness and quality of government services. Digitising transactions can help to address this.
The Victorian Government launched SV in 2015 to transform the way that government agencies deliver transactions to citizens, improve customer satisfaction, and reduce costs.
FIGURE D1: Variations to the DPC-MWC Inc contract
In June 2020, the Auditor-General received a referral that included allegations that:
Two media articles also reported the allegations during June 2020.