Charting the Course to Tomorrow's Trusted Digital Services

Abstract

This report focuses on how leaders in Australia, one of the world's largest and most diverse nations, are adapting their approach to delivering services effectively and efficiently, in an agile fashion that leverages digital technology and builds public trust. The report draws on the findings of an expert roundtable with senior leaders from a variety of agencies, as well as nonprofit, academia, and technology organisations. Roundtable participants discussed learnings and case studies of transformation to chart a course to the trusted digital services of tomorrow, focused on three main questions:

How can government increase the use of data, AI, and automation in service design, while maintaining a foundation of trust to promote service adoption? Amidst rising cyberattacks, how can government strike a balance between security that keeps the public's data safe, and simple, helpful service delivery? How can agile principles be embedded in government workforces, operations, and architectures to achieve sustainable long-term transformation? The report closes with key findings and recommendations that can help government- both in Australia and with lessons for leaders across the globe-can proceed to continue improving outcomes from programs and increasing trust from the public.

This report builds on the IBM Center's longstanding work on digital and agile government, including recent reports published in collaboration with the Agile Government Center. The AGC is a joint venture of the IBM Center and the National Academy of Public Administration, a global network of leaders where authors DeSeve and O'Flynn serve as Fellows. These reports include Human Centricity in Digital Delivery: Enhancing Agile Governance, by Ines Mergel; Adopting Agile in State and Local Governments, by Sukumar Gapanati; and The Road to Agile Government: Driving Change to Achieve Success, by Ed DeSeve.