Service Innovation Group terms of reference
The terms of reference define the group’s purpose, role, objectives, responsibilities, critical success factors, governance, meetings, attendance, members, attendance and relationship to other groups.
There have been some changes to the group since these terms were developed in 2015.
Updated terms of reference will be developed in 2020.
Service Innovation Group: Terms of Reference
To support ICT Functional Leadership as a lever for system transformation, with particular focus on the delivery of integrated digital services across government agencies to provide a customer-centred approach to digital service delivery.
The role of the Leadership Group is to engage in strategic dialogue, to progress issues and opportunities regarding:
- Stewardship of the system – through tackling persistent system issues such as funding, wall of obsolescence, new business models and customer-centric services.
- Collective impact – collectively advising on the management of the service delivery envelope and shaping the portfolio for maximum investment.
- Customer centricity – supporting agencies to work across boundaries to enhance technology-enabled and integrated service delivery.
- Integration – through ensuring that the dependencies that exist between information, technology, investment and service are well considered and integrated in the value proposition to deliver results.
The Service Innovation Group is a strategic working group to the GCIO and the ICT Strategic Leadership Group with the following objectives:
- Lead the strategy for service delivery for the public sector
- Advocate and support the focus on the customer and their experience when interacting with the public service.
- Identify, recommend and support opportunities for joint working across government to achieve the outcomes of Result 10, including the allocation of funding via the BPS Seed Fund.
- Make connections and take a cross-system portfolio view of investment and value.
- Collaborate and work with the partner Groups on recommendations or proposals to the ICT Strategic Leadership Group
- Be the leaders of service delivery change
- Demonstrate new ways of working which support customer-centric digital services, including collaboration and co-design.
The Service Innovation Group has general responsibilities for the following:
- Identify and implement opportunities for achieving system-wide transformation
- Provide free and frank advice and insight to the ICT Strategic Leadership Group in respect of matters pertinent to service delivery, including integration and opportunities
- Promote the delivery of integrated digital services across the public sector, built on common capabilities (like RealMe)
- Communicate Group decisions appropriately within their own agency
- Result 10 decision making and opportunities
- Maintain decisions made by the previous Digital Service Council with respect to Result 10
- Responsible for the business change component of the ICT Strategy
- Lead, as executive sponsor, cross-agency projects or programmes under the purview of the Service Innovation Group and previous Digital Service Council
- Use professional networks and cross agency forum to build relevant links with other government agencies
- Celebrate and promoting government services where the benefits of a customer-centric digital service have been realised
- Allocate the BPS Seed Fund
- Support, maintain and enhance the vision for the Result 10 Blueprint
Critical Success Factors
- Thought leadership on what ‘good’ looks like for All of Government business activity based upon a customer’s digital interactions
- This group sets the direction for the All of Government business operating model and then works together to accomplish it
- Technology activity is business-led
- GCIO is part of a supportive and collaborative group which is leading the future state
The Service Innovation Group is sponsored by the GCIO and Result 10 lead Chief Executive, Colin MacDonald, who is supported by the ICT Strategic Leadership Group.
The Group is chaired by Maria Robertson, Deputy Chief Executive Service Delivery and Operations, Department of Internal Affairs, who is also responsible for delivery of Result 10.
The group will meet monthly and will be appropriately synchronised to support the Strategic Leadership Group.
Some business may be conducted out of session where appropriate.
Meeting attendance is for members of the group. Alternates are permitted with permission of the chair. Attendance of five members will constitute a quorum.
Service Innovation Group membership comprises senior officials nominated by the GCIO who have a strong business interest in effectively engaging with government customers.
Members are normally a tier two executive with a strong customer service delivery emphasis.
Meeting attendance is required with delegates not permitted.
Where a member is away for a period of time their replacement may be agreed as a substitute by the Chair.
Relationship to other groups
ICT Partnership Framework: The Service Innovation Group is one of four working groups supporting the ICT Strategic Leadership Group which collectively comprise the ICT Partnership Framework. The Service Innovation Group will work with the other groups to provide a mutually reinforcing and connected support function. The Service Innovation Group will, through its membership, maintain an overview of those governance groups which are operating across All of Government business change to develop an overarching view of developments and progress.
Business transformation: Members of the Service Innovation Group may have a strong relationship to their agency’s transformation activity.