Service Innovation Work Programme
This work programme brings together agencies from across government to ensure government services are accessible, affordable and easy to use for everyone.
The Service Innovation Work Programme is supported by the Service Innovation Group and centrally co-ordinated by the Department of Internal Affairs.
Integrating services around life events
The work programme is part of government’s strategy around accelerating digital transformation and focuses specifically on making it easier for people to interact with government and to have their say on issues they care about.
The work programme’s approach to service delivery is about integrating or automating services around life events over a person’s life course. This will enable government and 3rd parties (like the private sector, non-government organisations, citizens and even machines) to design and deliver faster, more efficient, integrated services centred on people’s needs over their life. This is a holistic approach that puts the person at the centre and asks from the start what would make this stage in life better for them.
We already have great examples of life event initiatives, such as SmartStart. As the work programme continues at pace, more life event initiatives will be delivered.
Essential enablers for integrating services
The Service Innovation Work Programme focuses on 5 areas:
- Integrated services — bringing agencies, external parties and people together to design joined-up government services.
- Digital transactions — maintaining the momentum of moving to digital channels and supporting life event initiatives.
- Proactive delivery — delivering entitlements to customers without them having to apply because government already knows, through the data it holds, that their circumstances have changed and they are eligible for assistance.
- Information sharing — recognising the growing expectation that government will be able to reuse information it holds about people for different purposes, while maintaining their privacy.
- Digitally enabled identity — supporting customer online identity.
To be able to deliver on these 5 focus areas, a number of support elements are also needed. These work streams, called Foundational Elements, ensure that system-wide support for the design, development and implementation of services is consistent and that barriers are addressed and removed.