DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

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1 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 1

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3 CONTENTS INTRODUCTION 3 ACHIEVEMENT HIGHLIGHTS 4 NSW Data Analytics Centre 5 SERVICE NSW 6 Simpler Payments 6 MyServiceNSW 6 Digital Licences 6 OPEN GOVERNMENT 8 NSW Customer Dashboard 8 Open Government Plans 8 Social Media 8 DATA SHARING AND ANALYTICS 9 Data Analytics Centre 9 Data Asset Sharing 10 Information Management 10 Open Data 11 CYBER SECURITY 12 Coordinated Approach to Cyber Security 12 Secure Information Exchange 12 ICT PROCUREMENT 13 Contestability 13 ICT Services Catalogue 14 GovDC 14 Procure IT Framework 15 Technical Standards 15 IT Service Management 15 Telecommunications 16 ICT INVESTMENT 17 ICT Investment Process 17 Enterprise Architecture 17 Transition from Legacy Systems 18 Project Management and Delivery 18 Software Management 19 ICT SKILLS AND CAPABILITY 20 ICT Workforce Management 20 NSW Identity Hub 21 Governance 22 IMPLEMENTATION PLAN 23 It is an exciting time to be the Minister leading ICT reforms in NSW. The progress achieved over the four year life of our 2012 ICT Strategy has given us a strong platform for delivering better services in NSW. This document represents the final update of the 2012 ICT Strategy. At the time of its release, the strategy was widely regarded as best practice and it has delivered strong service delivery outcomes. This final update includes work in key areas such as customer service, procurement reform, open data, transition to cloud, data centre consolidation, and cyber security. This work will help to frame a new approach to digital innovation across government in The next phase of our transformation has already begun. The new NSW Data Analytics Centre (DAC), announced in August 2015, is transforming the way government works. Working with industry, universities, and the NGO sector, the DAC uses best practice data analytics to achieve greater insights into challenges facing our society. The DAC will allow us to consider new possibilities, develop new approaches to policy and find new opportunities to pursue. This is where innovation can really take hold. We must reimagine the role of government in the digital age. As we move into a new phase of digital government, we will engage with industry, the research sector and the broader community to ensure NSW continues to be a leader in this field. Yours sincerely MINISTER S FOREWORD The Hon. Victor Dominello Minister for Innovation and Better Regulation 1

4 NSW State Priorities ICT is a key sector of the NSW economy and productivity growth will be increasingly driven by the opportunities created by technology. In , approximately 44 per cent of government transactions were delivered through digital channels. The NSW Government State Priorities released by the Premier in September 2015, set a target of 70 per cent of government transactions to be conducted through digital channels by The work of the Digital Council and Service NSW initiatives that will deliver digital licences and personal online customer service accounts, will be key elements of this work and directly support the State Priority for better government digital services. The Strategy supports NSW Government priorities for economic growth and productivity, engagement and collaboration with community and industry partners, and delivering better outcomes through better public services. NSW is an established leader in ICT and has a vibrant ecosystem of industry, researchers, entrepreneurs and communities to support growth in the digital economy. The primary goal of the NSW Government ICT Strategy (the Strategy) is to extend how we use information and communications technology to transform government service delivery, make it easier to do business with government and build a more productive public sector. Since 2012, the approach taken to ICT investment and service delivery across NSW Government has fundamentally changed. New policy frameworks for cloud services, open government, information management, procurement, ICT skills, and ICT investment have been implemented. While this is the final update of 2012 ICT Strategy, the actions which underpin it will inform the development of a new approach to digital government. 2 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

5 Digital+ DIGITAL [X] INTRODUCTION Service NSW Open Government Data Sharing and Analytics Cyber Securtiy ICT Procurement ICT Investment ICT Skills and Capability Services Anytime Anywhere Community and Industry Collaboration Citizen Focused Services Better Information Sharing Financial and Performance Management Better Services Better Insights from Data Better Value ICT Investment PRIORITY INITIATIVES KEY SERVICE CAPABILITIES OUTCOMES The NSW Data Analytics Centre (DAC) will provide the mechanism for better data sharing across agencies, greater collaboration with public and private partners, and boost the data science capability of the NSW Government. The DAC will deliver better public services through: better use of data and analytics to support evidence-based government policy collaboration across government and better designed, joined-up services engagement with industry and research institutions, as well as the start-up community. Better use of data enables us to make the right connections with industry and assists agencies to solve problems and identify opportunities, while open data provides tools for industry to innovate. Government will use data standards for better interoperability and to improve the analytical capability of the public sector. Privacy and security concerns are paramount and the NSW Government will collaborate with other jurisdictions to effectively manage cyber security. Working closely with the ICT sector is essential for government to test its own ideas, seek expert advice, and to achieve better value for money in procurement. Government will improve organisational productivity through coordinated ICT investment, smart procurement, and by leveraging emerging technologies, cloud, and networked computing. Government will continue to engage with industry, from start-ups to global businesses, to grow the local digital economy. Smart government is made possible by people with the right skills and capabilities working in agile ICT environments. DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 3

6 ACHIEVEMENT HIGHLIGHTS NSW Government ICT Strategy sets the strategic direction for ICT reform Whole of government Social Media Policy implemented New approach to digital information security Open Government Plans and OpenGov NSW launched ICT Workforce Management Strategy in place for better skills, better delivery of ICT services NSW Government data centre program established First 18 Service NSW centres delivering one stop shop services for citizens NSW Government Information Management Framework established State of the art GovDC centres at Silverwater and Unanderra open First NSW Government policy on cloud-based services Citizen access to data and information, NSW Government Open Data Policy, Open Data Forum, NSW Globe Simpler procurement for SMEs through online ICT Services Scheme Digital+ launched Service NSW reaches 800 available transactions GovDC marketplace established ICT Services Catalogue opens, providing a channel to GovDC ICT investment process reformed better value for money NSW Government Location Intelligence Strategy for better planning and services NSW Open Government Community of Practice Innovation portfolio established NSW Government Data Analytics Centre established to focus on customer needs and evidence-based policy Digital Council established driving cultural shift to customer centred service design 36 Service NSW stores handle 18 million transactions Procurement innovation stream created MyServiceNSW online account facility launched 4 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

7 NSW DATA ANALYTICS CENTRE + DATA DAC In August 2015, the Minister for Innovation and Better Regulation announced the establishment of the NSW Government Data Analytics Centre the first of its kind in Australia. The DAC has been established within the Department of Finance, Services and Innovation. Importantly it has been designed with advice from the Customer Service Commissioner, Privacy Commissioner, Information Commissioner, and senior leaders across the sector. NSW is Australia s ICT capital and home to a growing community of technology start-ups and innovation hubs. The DAC will operate within this already dynamic and growing innovation culture within NSW. The DAC will work across the public sector and also play an important role in delivering the NSW State Priorities. Data analytics will enhance government s ability to understand what customers want in relation to services. Better use of data analytics in the policy design stage will inform evidence-based decision making and ensure more effective customer focused services. DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 5

8 SERVICE NSW Prior to the inception of Service NSW in 2013, NSW Government customers had to navigate through more than 100 call centres, 380 different shopfronts, 1,000 websites and 8,000 different customer service phone numbers. Customers can now access more than 850 transactions through the one stop Service NSW shop. Service NSW has simplified access to government services with improved transparency, providing choice through different channels of service and a more consistent customer experience. Simpler Payments Building on this success, government will provide an efficient and consistent payment process that is convenient, gives customers more choice, ensures data is secure, and boosts customer confidence and satisfaction with government services. The Service NSW Payment Services Platform will consolidate payments processing for Service NSW and its client agencies on a Payments as a Service basis. It will reduce duplicate payments infrastructure and streamline payment processes. MyServiceNSW The new MyServiceNSW enables Service NSW customers to create a digital identity for easier access to services across agencies. Digital Licences The NSW Digital Licence Program is a customer service initiative that will make widely used licences available on a mobile device, such as a smartphone. It will allow customers to apply for, receive, update, show and renew licences using a mobile device. The NSW Digital Licence Program will leverage components of the MyServiceNSW account and will be delivered in two stages. The first stage will act as a proof of concept, developing the Digital Licence technical platform and providing access to a range of commonly used licences that are not used for proof of identity purposes and are relatively straightforward to implement. The second stage will provide access to more complex licences, including the Driver Licence, and additional simpler licences that were not included in the first stage. Community feedback More, better connected digital services Actions Service NSW 1.1 Introduce whole of government Payment Services Platform 1.2 First of the simple NSW licences are available in digital format 1.3 Remaining simple licences are available in digital format 1.4 Complex NSW licences are available in digital format Q Q Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

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10 OPEN GOVERNMENT A smart government is transparent and accountable, and understands that solutions to policy challenges can come from outside government. It collaborates with community and industry partners, encourages participation in the policy formulation and decision making process, and encourages innovation from employees and external stakeholders. Public service agencies are now more open and collaborative as a result of the reforms commenced under the Strategy. By 2014, the amount of information the NSW Government published online had more than doubled, more agencies conducted customer satisfaction surveys than in previous years, and most NSW Government agencies now had social media policies in place to better engage with customers. This shows a deeper involvement with the community and a commitment to ensuring that there are multiple contact points within government for customers. NSW Customer Dashboard The NSW Customer Dashboard is a digital tool for NSW Government to measure and report performance from a customer perspective on a whole of government basis. The NSW Customer Dashboard will assist in monitoring progress towards the NSW State Priorities, and promotes a culture of accountability by providing a single snapshot of real time data across NSW Government. Open Government Plans Government will continue to promote the principles of transparency, collaboration, participation, and innovation to make open government business as usual in NSW. Agencies will publish their open government plans which report progress on implementing the principles and showcase current initiatives. Further work will be undertaken to demonstrate the benefits of open government programs in NSW. Social Media Social media platforms can be excellent collaboration tools if they are managed and resourced appropriately. The NSW Government Social Media Policy and Guidelines outline the guiding principles to support agencies to use social media in a way that is open, collaborative, responsive, reliable and appropriate. The Policy will be updated to ensure currency and will include guidance on analytics and other tools. Actions Open Government 2.1 Establish the NSW Customer Dashboard Q Publish open government plans to showcase open government initiatives 2.3 Update the NSW Government Social Media Policy to accelerate community engagement through social media channels Q Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

11 DATA SHARING AND ANALYTICS In the evolving and growing digital economy, data has become increasingly valuable to business and to the public sector as each realises the potential that can be unlocked by data sharing and data analysis. Data is the foundation of evidence-based policy, and provides the basis for the development of effective, tailored community services. By extracting better intelligence and building a stronger evidence base, government can make the best use of its investment in data and direct resources to those programs, policies and initiatives that will deliver the greatest benefits. Data Analytics Centre The NSW Government has established the DAC to support agencies to design and deliver better services, particularly where policy issues cross portfolio boundaries. It will become the central point for access to data and interoperability standards. The DAC will: identify problems or challenges facing the NSW Government in collaboration with agencies collect and analyse cross cluster or whole of government data to better understand problems, challenges and opportunities drive better practice in data sharing and analytics. Working with the research, start-up and data science communities, the DAC will bring a new focus and insight to existing policy challenges, while opening up opportunities to consider new ways of designing better customer services. This offers benefits to the community and NSW Government not only in terms of better policy outcomes, but also in reducing duplication in data collection, storage and management. Actions Data Analytics Centre 3.1 Deliver priority projects to align with Premier and State Priorities for social and economic benefits 3.2 Establish a register of data assets and the information sharing agreements in place between agencies for efficient intragovernment data sharing 3.3 Lead the development of a crossjurisdictional approach to data sharing and analytics for consumer protection and regulation 3.4 Collaborate nationally to build capability and standard practices for data sharing and analytics across sectors and jurisdictions Q Q Industry feedback Share and analyse data and leverage technology to drive ICT reform DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 9

12 DATA SHARING AND ANALYTICS Data Asset Sharing Fostering better information sharing between agencies is key to improving services and strengthening government accountability. This drives better decision making, delivery of new and better services, and maximises the value of government information assets. A strategic approach to data sharing will clarify what data needs to be shared to inform policy, planning, integrated service delivery, monitoring, evaluation and reporting. It will incorporate strategies and approaches that take into account the public interest to be gained from a shared approach and the protection of privacy and personal data. Government will work with industry to identify opportunities for consistent practices and the use of data standards for interoperability. The NSW Government will collaborate with other jurisdictions on data sharing issues to develop analytics tools for the development of better regulation. Information Management The NSW Government Information Management Framework ensures that data and information can be appropriately shared or re-used by agencies, individual public sector staff, the community or industry for better services, improved performance management and a more productive public sector. The legislative and policy framework for records and information management in the digital age was reviewed in The report recommended a phased approach to address the transition to digital government. Phase one actions improved communications and guidance to agencies about digital records management. Actions to address phase two recommendations will consider changes that may be required to enable better management, use and release of digital records. The DAC will promote best practice information management across the sector and support agencies to implement by design approaches to data governance, security and privacy. Actions Data Asset Sharing 3.5 Develop guidelines for data sharing to streamline and accelerate sharing of information between agencies 3.6 Implement standard data quality reporting across agencies that supports data reuse and publication Q Q Location-based data sits at the core of many important datasets and location intelligence can support smarter decisions and better targeted services. The NSW Government Location Intelligence Strategy provides a coordinated roadmap to maximise the value of location intelligence in decision making, planning and service delivery for government, industry and citizens. 10 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

13 Actions Information Management 3.7 Scope the options to expand capability of the Digital State Archive to ensure long term preservation of data and information 3.8 Update the NSW Government Location Intelligence Strategy 3.9 Define the information architecture layer of the NSW Government Enterprise Architecture Framework 3.10 Define common data standards to support open data, information security, data sharing and analytics as part of the NSW Government Information Management Framework 3.11 Implement phase two recommendations made in the review of the legislative and policy framework for records and information management in the digital environment Q Q Q Q Q The DAC will help grow the digital economy through the strategic publication of open data, consistent with the NSW Government Open Data Policy, and also make recommendations as to what and how de-identified data should be made open to the public. The apps4nsw program has proven to be an effective way of engaging developers and designers to work with government data and come up with creative approaches to address customer service issues as well as new ideas. Recent winning apps are providing assistance to young carers, access and information on NSW State Library collections and have established a new platform to access NSW procurement spend data. The apps4nsw program will continue through a series of events involving designers, developers, entrepreneurs and our customers. Actions Open Data 3.12 Publish a forward release schedule for open data Q Open Data Open data promotes transparent and accountable government and contributes to the growth of the digital economy in NSW. To accelerate progress on open data, agencies will publish a forward release schedule of priority data to enhance transparency, innovation, and accountability. The forward release schedule will facilitate greater private sector interaction with government data and ensure that the public sector focus on datasets is open by default where appropriate Update the NSW Government Open Data Policy 3.14 Improve the openness and usability of data listed on Data NSW 3.15 NSW Government published reports will be made available in at least one machinereadable format 3.16 Develop integration points between OpenGov NSW, Data NSW and the Digital State Archive 3.17 Identify priority datasets for spatial enablement and visualisation Q Q Q Q Ongoing DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 11

14 CYBER SECURITY A better understanding of the requirements across NSW Government for secure information exchange and the establishment of a clear protocol for the reporting of information security incidents will support implementation of the NSW Government Digital Information Security Policy and the Information Classification Labelling and Handling Guidelines. The NSW Government Digital Information Security Policy, first released in 2012 and reviewed in 2015, adopts a risk management approach. It provides assurance that information held by the government is appropriately protected and handled. It also aligns NSW information classification and labelling with the Australian Government approach. The requirement for agencies to attest to compliance continues under the updated policy. Coordinated Approach to Cyber Security Secure Information Exchange A coordinated and consistent, whole of government approach, will ensure consistency with the Australian Government security classification system while minimising the resourcing impacts for NSW agencies. The secure information exchange will enable NSW agencies to safely and confidently share information across jurisdictions. Actions Cyber Security 4.1 Develop guidance for more streamlined secure handling of NSW Cabinet documents 4.2 Develop guidance for enhanced IT disaster preparedness in NSW Government agencies 4.3 Develop a whole of government approach to better sharing of secure information Q Q Q Increasing digital service delivery comes with greater responsibility to manage the risk of cyber-attack incidents. This is an issue that all governments are tackling. The Australian Government is coordinating the development of approaches to strengthening national cyber security. The NSW Government will work with the Australian Government to protect government information assets and the broader digital economy. 12 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

15 ICT PROCUREMENT The first phase of procurement reform introduced under the Strategy implemented foundational changes that redesigned how agencies procure the goods and services necessary to deliver public services and key functions. Responsibility for procurement decisions was devolved to agencies, and an agency accreditation system emphasising capabilities and probity was introduced. A flexible principles-based policy framework has replaced highly complex and prescriptive procurement rules. These reforms have simplified the procurement system and encouraged a greater number of suppliers, particularly small and medium sized enterprises (SMEs), to compete for government business. Enhanced competition and greater supplier diversity are delivering better value for money. Contestability Contestability drives competition and delivers cost and service benefits to end users. Reforms to the procurement process are encouraging a more contestable supply market. The NSW Government Investment Principles guide agencies to adopt consumption-based or as a service procurement models where appropriate, and to reduce bespoke contract arrangements. Government will consider new approaches to ICT procurement including leveraging existing contracts and engaging nongovernment organisations. It will also increase opportunities for greater numbers of suppliers, including start-ups and SMEs to tender for government work. Government is continuing its procurement reform program to maximise value for money, enhance innovation through procurement, improve transparency, and encourage engagement with the private sector. These reforms to date, have delivered a number of important outcomes including: 50 per cent of the total procurement spend on goods and services is with SME suppliers 5,000 new suppliers have joined major procurement schemes - more than 70 per cent of these new suppliers are SMEs Establishing the ICT Services Catalogue, an online marketplace for agencies and suppliers Actions Procurement Reform 5.1 Develop tools and guidance for agencies on enhancing market contestability for ICT services 5.2 Publish procurement contract and expenditure data Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 13

16 ICT PROCUREMENT ICT Services Catalogue The ICT Services Catalogue lists suppliers pre-qualified to deliver a range of ICT services to the NSW Government. Government and industry have co-designed a category for suppliers to provide enterprise resource planning (ERP) services to government agencies. Category Q provides services and products to assist agencies transition to ERP as a Service. Sub-categories include professional services, human capital management and erecruitment, GovDC as a Platform, GovDC Software as a Service, and expense management systems. Actions ICT Services Catalogue 5.3 Develop and implement additional features for the ICT Services Catalogue to meet user needs 5.4 Increase the services available to agencies in the ICT Services Catalogue Q GovDC Agencies have commenced migrating on-premise data centres to the two world-class government data centres in NSW. These centres support agencies to buy ICT services on demand and allow smaller agencies to access additional resources without major capital expenditure. Public bodies can buy services from the ICT Services Catalogue including services available in the GovDC Marketplace, or from GovDC. Actions - GovDC 5.5 Expand the current Data Centre Marketplace to include services such as ERP as a Service and Human Capital Management as a Servicew Q Complete midterm review of GovDC Q Agencies migrate on-premise data centres to GovDC Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

17 Procure IT Framework The Procure IT Framework is the strategic contracting framework for ICT. It provides standard terms and conditions for use by all government agencies when purchasing ICT goods and services. It was developed to reduce the burden on SMEs and promote consistency across government. The Framework consists of a suite of contracts that includes a head agreement, customer contract and individual modules with standard contract terms which are tailored to specific types of purchases, such as software, hardware, and professional services. The Framework will be updated in consultation with industry to ensure it meets the needs of the contemporary ICT environment and to further streamline the contract arrangements. Action Procure IT Framework 5.8 Release Procure IT v3.2 Q IT Service Management IT Service Management (ITSM) focuses on the delivery of quality ICT services that meet the needs of customers, and is delivered by an appropriate mix of people, process and information technology. ITSM provides a framework that includes policies, processes, and standards that are required to plan, deliver, operate and control ICT services that are both internally provided and externally sourced as a service. ITSM supports government priorities for enterprise architecture, technical standards including software asset management and service oriented procurement. A significant proportion of public sector agencies are now managing and delivering services in a hybrid cloud environment. While managing this hybrid environment is a relatively new challenge for many agencies, it is providing greater flexibility and scalability while allowing for a greater focus on outcomes and service delivery. Technical Standards Technical standards define the NSW Government s minimum requirements for software, hardware, telecommunications and other ICT services. A range of new standards are being developed in consultation with industry to meet the needs for services in the modern ICT environment. Actions IT Service Management 5.10 Establish a network for IT service management practitioners within government 5.11 Develop the NSW Government IT Service Management Framework 5.12 Develop a toolkit of IT service management resources Q Q Q Action Technical Standards 5.9 Develop, publish and review telecommunications, software and related service standards Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 15

18 ICT PROCUREMENT Telecommunications To meet the challenges and opportunities that anticipated changes to the telecommunications market will bring, the NSW Government approach to telecommunications reform will focus on flexibility and increased mobility of services for customers and employees, greater competition and purchasing transparency. A fundamental part of this approach is moving away from traditional thinking on telecommunications and provisioning of services. The goal is to shift telecommunications purchasing away from fixed line and infrastructure-based models to flexible strategic investment that focuses on customer centred services using innovative procurement models. Actions - Telecommunications 5.13 Implement the NSW Government Telecommunications Strategy including development of agency plans to enable anywhere anytime access to business systems for employees, leveraging government systems such as the Government Employee Number and the Identity Hub 16 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

19 ICT INVESTMENT The NSW Government will build on the strategic approach to ICT planning and investment set under the ICT Strategy, to ensure agencies are leveraging whole of government systems and applications for efficient service delivery. ICT Investment Process The NSW Government ICT Investment Process assists agencies to embed the objectives of the ICT Strategy in ICT investment decision making. The process involves three key phases in the investment cycle: whole of government strategic planning, development of ICT investment proposals, and business case assessment. This approach provides better visibility of programs for the ICT Board, minimises risks to major program delivery, and identifies collaborative investment opportunities. The NSW Government ICT Investment Policy and Guidelines supports agencies to leverage existing solutions, consolidate investments, and identify enablers with government-wide benefit. The NSW Government ICT Metrics Program captures ICT expenditure and volumetric data and measures to inform the NSW Government s strategic direction, and assist agencies to manage their investment in ICT. The strategy will be operationalised with whole of government architecture building blocks. Lead agencies are accountable to architect, plan, build and operate the building blocks and solutions that realise the target architecture, such as the Identity Hub and Payment Services Platform. Actions Enterprise Architecture 6.1 Implement the NSW Government Enterprise Architecture Strategy and add new building blocks to the NSW Government ICT Architecture Portfolio Model 6.2 Align ICT investment proposals with building blocks identified in the NSW Government ICT Architecture Portfolio Model, such as the Identity Hub Q Enterprise Architecture Enterprise architecture is a key enabling capability for a sector-wide approach to ICT. The NSW Government Enterprise Architecture Strategy provides direction and practical guidance to accelerate the development of agency enterprise architecture capability and enables a common approach to the design of digital government. Government feedback Better connectivity between government systems and continued reform of ICT investment and procurement processes DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 17

20 ICT INVESTMENT Transition from Legacy Systems The ICT environment in NSW Government is a mix of old and new technologies and fragmented and inconsistent systems. Agencies recognise the need to transition away from legacy systems to next generation ICT and to collaborate on investment decisions which advance the whole of government approach to ICT. The management of legacy issues relating to service continuity and security is a significant ongoing challenge. These issues also impact on an agency s ability to transition to working digitally. Project Management and Delivery In the context of increasing demand for online transactions and rapidly changing technologies, government projects can be complex and involve multiple agencies and disparate legacy systems. A whole of government approach to project management will improve project rigour and accountability by assisting agencies to mitigate the risks associated with business change. It will also support the ICT Board s portfolio governance role though better visibility of major projects, and grow the project management capability of the ICT workforce. Action Legacy Systems Actions Project Management 6.3 Develop a whole of government approach to transition away from legacy systems Q Establish a whole of government approach for project identification, selection, design, management and benefits realisation for ICT projects 6.5 Agencies develop ICT strategic plans which include cloud transition strategies Government feedback Transition from legacy systems to next generation ICT environments and a consistent approach to managing ICT projects 18 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

21 Software Management A substantial proportion of an agency s ICT expenditure is allocated to the cost of purchasing, maintaining and operating software. Effective software asset management reduces information technology costs, limits business and legal risks associated with the ownership and use of software, and maximises ICT responsiveness and end-user productivity. The NSW Government Software Management Framework outlines the NSW Government strategic direction for software management and provides a work plan for progressing software rationalisation across government. It assists agencies to procure and manage software solutions that match business needs, and aligns with the NSW Government Enterprise Architecture Strategy. Actions Software Management 6.6 Develop strategic partner relationships and agreements with significant suppliers to facilitate software rationalisation and moving to as a service, as part of broader market engagement and procurement reform 6.7 Implement software asset management strategies Q Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 19

22 ICT SKILLS AND CAPABILITY ICT Workforce Management The Public Service Commission has developed a workforce planning methodology for ICT in the NSW public sector. The method ensures that the ICT workforce is ready and able to deliver on agreed goals. Agency workforce plans identify: business outcomes and goals work priorities and how that work is best configured the capability and capacity needed to do the work workforce gaps and how they will be addressed how the conditions and culture necessary to produce good business outcomes will be created and sustained. Actions ICT Skills 7.1 Review the characteristics of the NSW Government ICT workforce based on agency ICT Workforce Management plans 7.2 Develop an ICT capability assessment strategy 7.3 Explore cross sector ICT talent pools, contingent labour strategy, graduate program, and ICT career pathway framework Q Q For the first time, ICT workforce management plans capture the ICT function s readiness to meet business outcomes. Workforce management plans will provide a strong evidence base to prioritise and guide development of ICT workforce strategies. These strategies will focus on managing, structuring, recruiting and developing a skilled and capable workforce that meets business outcomes. The ICT function is pioneering this approach which is expected to be applied more broadly across the public sector workforce. 20 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

23 NSW Identity Hub The NSW Identity Hub (ID-Hub) is a secure identity and access management system (IDMS) for NSW Government agencies. The ID-Hub simplifies access to ICT systems with a single login process with a government employee number (GEN) as the key. Hosted in the NSW Government data centres (GovDC), ID-Hub uses sector-wide scale to reduce the per-user cost of identity management in an ISO certified environment to assure privacy protection. Once logged in, employees have access to all the computer applications that are integrated to the ID-Hub and are authorised for that user. The unique identifier stays with the employee as they transfer between agencies or leave and return to the government sector. The ID-Hub will enable government to connect employees through a range of optional services including collaboration networks, communities of practice, and sector-wide communications. Actions Identity Hub 7.4 Develop a white pages app for NSW Government employees 7.5 Provide address for government employees Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 21

24 GOVERNANCE Digital Council Chair: Customer Service Commissioner Minister for Innovation and Better Regulation ICT Board Chair: Secretary, Department of Finance, Services and Innovation ICT Leadership Group Chair: Secretary, Department of Finance, Services and Innovation Digital Government Advisory Panel Working Groups The ICT Board reports to the Minister for Innovation and Better Regulation and comprises secretaries of all the clusters. The ICT Board has a portfolio governance role and maintains high level strategic oversight of ICT programs. The ICT Board is chaired by Martin Hoffman, the Secretary of the Department of Finance, Services and Innovation, and the Government Chief Information Officer. The ICT Board is supported by the ICT Leadership Group, which comprises chief information officers and senior business managers at the deputy secretary level from across government. The Digital Council is a community of senior leaders from across NSW Government with a core goal of demonstrating that using a digital approach and putting customers at the centre of service design will deliver better outcomes for citizens. The Digital Council is chaired by Michael Pratt, the Customer Service Commissioner. Expert industry advice is critical to government work programs and ICT matters of local and international significance. The Digital Government Advisory Panel provides advice to the ICT Board on trends and best practice. ICT WORKING GROUPS ICT Infrastructure, Services and Strategic Investment ICT Procurement and Technical Standards Enabling Information Sharing Open Government Information Security and Classification Information Management 22 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

25 IMPLEMENTATION PLAN DIGITAL+ ACTION DUE Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 SERVICE NSW 1.1 Introduce whole of government Payment Services Platform Q First of the simple NSW licences are available in digital format Q Remaining simple licences are available in digital format 1.4 Complex NSW licences are available in digital format Q OPEN GOVERNMENT 2.1 Establish the NSW Customer Dashboard Q Publish open government plans to showcase open government initiatives Q Update the NSW Government Social Media Policy to accelerate community engagement through social media channels Q DATA SHARING AND ANALYTICS 3.1 Deliver priority projects to align with Premier and State Priorities for social and economic benefits Q Establish a register of data assets and the information sharing agreements in place between agencies for efficient intra-government data sharing Lead the development of a cross-jurisdictional approach to data sharing and analytics for consumer protection and regulation Collaborate nationally to build capability and standard practices for data sharing and analytics across sectors and jurisdictions Develop guidelines for data sharing to streamline and accelerate sharing of information between agencies Implement standard data quality reporting across agencies that supports data reuse and publication Scope the options to expand capability of the Digital State Archive to ensure long term preservation of data and information Q Q Q Q Update the NSW Government Location Intelligence Strategy Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 23

26 IMPLEMENTATION PLAN DIGITAL+ ACTION DUE Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 DATA SHARING AND ANALYTICS Define the information architecture layer of the NSW Government Enterprise Architecture Framework Define common data standards to support open data, information security, data sharing and analytics as part of the NSW Government Information Management Framework Implement phase two recommendations made in the review of the legislative and policy framework for records and information management in the digital environment Q Q Q Publish a forward release schedule for open data Q Update the NSW Government Open Data Policy Q Improve the openness and usability of data listed on Data NSW Q NSW Government published reports will be made available in at least one machine-readable format Q Develop integration points between OpenGov NSW, Data NSW and the Digital State Archive Q Identify priority datasets for spatial enablement and visualisation Ongoing CYBER SECURITY 4.1 Develop guidance for more streamlined secure handling of NSW Cabinet documents Q Develop guidance for enhanced IT disaster preparedness in NSW Government agencies Q Develop a whole of government approach to better sharing of secure information Q DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

27 DIGITAL+ ACTION DUE Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 ICT PROCUREMENT 5.1 Develop tools and guidance for agencies on enhancing market contestability for ICT services Q Publish procurement contract and expenditure data 5.3 Develop and implement additional features for the ICT Services Catalogue to meet user needs Q Increase the services available to agencies in the ICT Services Catalogue 5.5 Expand the current Data Centre Marketplace to include services such as ERP as a Service and Human Capital Management as a Service Q Complete midterm review of GovDC Q Agencies migrate on-premise data centres to GovDC Q Release Procure IT v3.2 Q Develop, publish and review telecommunications, software and related service standards Q Establish a network for IT service management practitioners within government Q Develop the NSW Government IT Service Management Framework Q Develop a toolkit of IT service management resources Q Implement the NSW Government Telecommunications Strategy including development of agency plans to enable anywhere anytime access to business systems for employees, leveraging government systems such as the Government Employee Number and the Identity Hub DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 25

28 IMPLEMENTATION PLAN DIGITAL+ ACTION DUE Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 ICT INVESTMENT Implement the NSW Government Enterprise Architecture Strategy and add new building blocks to the NSW Government ICT Architecture Portfolio Model Align ICT investment proposals with building blocks identified in the NSW Government ICT Architecture Portfolio Model, such as the Identity Hub Q Develop a whole of government approach to transition away from legacy systems Q Establish a whole of government approach for project identification, selection, design, management and benefits realisation for ICT projects 6.5 Agencies develop ICT strategic plans which include cloud transition strategies 6.6 Develop strategic partner relationships and agreements with significant suppliers to facilitate software rationalisation and moving to as a service, as part of broader market engagement and procurement reform Q Implement software asset management strategies Q ICT SKILLS AND CAPABILITY 7.1 Review the characteristics of the NSW Government ICT workforce based on agency ICT Workforce Management plans Q Develop an ICT capability assessment strategy Q Explore cross sector ICT talent pools, contingent labour strategy, graduate program, and ICT career pathway framework 7.4 Develop a white pages app for NSW Government employees Q Provide address for government employees 26 DIGITAL NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

29 State of New South Wales (Department of Finance, Services and Innovation) For current information go to This work (apart from any State arms, symbols or trademarks) is licensed under the Creative Commons Attribution 4.0 licence. See for details.

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