We have just published a new version of the Service Modernisation Roadmap — building on strong foundations to deliver smarter, more connected experiences across government.
What is the Service Modernisation Roadmap?
In November 2024, we published the All-of-Government Service Modernisation Roadmap, which had a rolling 3-year horizon. It laid out a strategic programme of customer-focussed digital initiatives from across the public service.
The Roadmap has aligned effort across government agencies as we make progress towards delivering more unified customer experiences for government digital services.
Agencies are responsible for implementing their own initiatives on the Roadmap. The Digital Executive Board oversees implementation of the Roadmap and leads an annual process to refresh it in line with current government priorities. The Digital Executive Board also receives regular implementation progress reports.
What we achieved in 2024/25
At the end of the Roadmap’s first year of implementation, it is exciting to reflect on the progress made both with specific agency initiatives and the Roadmap as a whole.
Overall, we have laid key customer-facing and technical foundations and improved our digital investment alignment. Almost all Roadmap initiatives have delivered, or will deliver, value beyond the boundaries of the lead agency.
These are tangible examples of the public service supporting government to achieve the outcomes described by the Public Service Commission. In particular, providing digital services that are easy and convenient to interact with and are fully organised around people’s needs.
The visibility of agency initiatives on the Roadmap has enabled the Government Chief Digital Officer (GCDO) to better align investment intentions across government for service modernisation. Agencies have also been able to learn from each other, draw on successful work and cooperate where they have shared priorities.
This puts us in a good position to build on our goals in the new version of Service Modernisation Roadmap.
Service Modernisation Roadmap v2
Take a look at the new version of the Service Modernisation Roadmap (Roadmap v2).
Service Modernisation Roadmap v2
It’s grouped into the same 4 layers as the previous Service Modernisation Roadmap:
- Customer service experience
- Reusable digital components
- Data, digital and security foundations
- Doing digital well.
Service Modernisation Roadmap v1
Roadmap v2 priorities
Roadmap v2 focusses on the GCDO’s top priorities for service modernisation:
- Building the Digital Identity ecosystem
- Developing an All-of Government app
- A new approach to back-office transformation
- A new approach to digitising government.
What’s in Roadmap v2?
Roadmap v2 includes:
- new work, particularly key digital accelerators like the digital wallet, which means people will be able to securely store their digital credentials on their phone to prove who they are
- the next phase of foundational work delivered in year 1 of the first Service Modernisation Roadmap — for example, digital credentials, which flow from the development of an All-of-Government pathway to implement digital credentials
- some multi-year initiatives carried over from the previous Service Modernisation Roadmap.
Questions about the Roadmap
If you have questions about the Roadmap, email GCDO@dia.govt.nz.
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