Figure B1 provides a checklist of key considerations for Victorian public sector entities to use when transitioning service transactions to digital service delivery.
Figure B1
Digital service delivery checklist
Key considerations |
|
|---|---|
1. | |
The State Revenue Office (SRO) is the Victorian Government's major tax collection agency and an independent service agency which acts under a framework agreement between the Victorian Treasurer, the Secretary of the Department of Treasury & Finance and the Commissioner of State Revenue.
The SRO administers Victoria's taxation legislation and collects a range of taxes, duties and levies. In 2013–14 the SRO collected in excess of $13 billion in revenue for the Victoria Government.
This Part examines the monitoring of the effectiveness of digital service delivery. This includes the monitoring and reporting systems and processes used to measure and improve digital service delivery performance.
This Part examines existing digital service delivery by audited departments and agencies, including current successes, as well as the common challenges, issues and inefficiencies faced in designing and delivering services online.
Victorian citizens and consumers expect government services and information to be accessible online 'anytime, anywhere and on any device'.
Digital devices of personal choice fall into two main types–computing devices including desktop personal computers, and mobile computing devices such as tablets and smartphones. Digital devices access a wide range of applications via the internet, using communication links such as Wi-Fi or other mobile data networks.
VAGO's June 2015 audit Delivering Services to Citizens and Consumers via Devices of Personal Choice: Phase 1 – Interim Report, focused on the whole-of-public-sector approach to digital service delivery, and highlighted a need for vital information and communications technology (ICT) governance and strategic leadership reforms, together with embedded ICT coordination, guidance and assurance processes across the public sector.
Ordered to be published
VICTORIAN GOVERNMENT PRINTER October 2015
PP No 97, Session 2014–15
In accordance with section 16(3) of the Audit Act 1994, a copy of this report was provided to the Department of Premier and Cabinet.
The submissions and comments provided are not subject to audit nor the evidentiary standards required to reach an audit conclusion. Responsibility for the accuracy, fairness and balance of those comments rests solely with the agency head.
RESPONSE provided by the Secretary, Department of Premier and Cabinet
This Part examines the Victorian Government's information and communications technology (ICT) governance, including the Victorian Government ICT Governance Framework, the delivery of the Victorian Government Digital Strategy (Digital Strategy), the digital engagement approach and the transitioning of service transactions online.
A coordinated and effective whole-of-public-sector approach to digital service delivery has yet to be achieved.