DIGITAL+

DIGITAL+ 2016 

NSW GOVERNMENT 

ICT STRATEGY 

FINAL UPDATE 

1

2 DIGITAL+ 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE

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 2016. 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

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 2013-14, 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 2019. 

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. 


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+ 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 3

ACHIEVEMENT HIGHLIGHTS 

2012 2013 2014 2015 

• 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 


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. 


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 

Delivery by 

Q1 2016 

Q2 2016 

Q4 2016 

Q4 2018 



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 

Delivery by 

2.1 Establish the NSW Customer Dashboard Q2 2016 

2.2 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 

Q3 2016 

Q3 2016 


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 

Delivery by 

Q2 2016 

Q3 2016 

Q4 2016 

Q4 2016 

Industry feedback 

‘Share and analyse data and 

leverage technology to drive 

ICT reform’ 



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 2014. 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 

Delivery by 

Q2 2016 

Q4 2018 

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. 


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 


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 

Delivery by 

Q4 2015 

Q1 2016 

Q3 2016 

Q4 2017 

Q4 2018 

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 

Delivery by 

Q4 2015 

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. 

3.13 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 

Q1 2016 

Q4 2017 

Q4 2018 

Q4 2018 

Ongoing 


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 

Delivery by 

Q4 2015 

Q1 2016 

Q2 2016 

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. 


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 

Delivery by 

Q3 2016 

Q4 2016 



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 

Delivery by 

Q2 2016 

Q4 2016 

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 

Delivery by 

Q4 2015 

5.6 Complete midterm review of GovDC Q4 2015 

5.7 Agencies migrate on-premise data centres 

to GovDC 

Q4 2017 


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 

Delivery by 

5.8 Release Procure IT v3.2 Q1 2016 

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 


5.12 Develop a toolkit of IT service management 

resources 

Delivery by 

Q1 2016 

Q2 2016 

Q3 2017 

Action – Technical Standards 

5.9 Develop, publish and review 

telecommunications, software and related 

service standards 

Delivery by 

Q2 2016 



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 

Delivery by 

Q4 2016 


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 

Delivery by 

Q4 2016 

Q4 2018 

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’ 



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 

Delivery by 

Actions – Project Management 

Delivery by 

6.3 Develop a whole of government approach 

to transition away from legacy systems 

Q3 2016 

6.4 Establish a whole of government approach 

for project identification, selection, design, 

management and benefits realisation for 

ICT projects 

Q4 2016 

6.5 Agencies develop ICT strategic plans which 

include cloud transition strategies 

Q4 2016 

Government feedback 

‘Transition from legacy systems to 

next generation ICT environments 

and a consistent approach 

to managing ICT projects’ 


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 

Delivery by 

Q2 2016 

Q3 2016 

DIGITAL+ 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 

19

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 

Delivery by 

Q1 2016 

Q2 2016 

Q4 2016 

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. 


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 an @nsw email address for 

government employees 

Delivery by 

Q2 2016 

Q4 2016 


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 


IMPLEMENTATION PLAN 

DIGITAL+ 

ACTION DUE 2015 2016 2017 2018 

Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 

SERVICE NSW 

1.1 Introduce whole of government Payment Services Platform Q1 2016 

1.2 First of the simple NSW licences are available in digital format Q2 2016 

1.3 Remaining simple licences are available in digital format Q4 2016 

1.4 Complex NSW licences are available in digital format Q4 2018 

OPEN GOVERNMENT 

2.1 Establish the NSW Customer Dashboard Q2 2016 

2.2 Publish open government plans to showcase open government initiatives Q3 2016 

2.3 

Update the NSW Government Social Media Policy to accelerate community engagement 

through social media channels 

Q3 2016 


3.1 Deliver priority projects to align with Premier and State Priorities for social and economic benefits Q2 2016 

3.2 

3.3 

3.4 

3.5 

3.6 

3.7 

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 

Q3 2016 

Q4 2016 

Q4 2016 

Q2 2016 

Q4 2018 

Q4 2015 

3.8 Update the NSW Government Location Intelligence Strategy Q1 2016 




ACTION DUE 2015 2016 2017 2018 



3.9 

3.10 

3.11 

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 

Q3 2016 

Q4 2017 

Q4 2018 

3.12 Publish a forward release schedule for open data Q4 2015 

3.13 Update the NSW Government Open Data Policy Q1 2016 

3.14 Improve the openness and usability of data listed on Data NSW Q4 2017 

3.15 

NSW Government published reports will be made available in at least one machine-readable 

format 

Q4 2018 

3.16 Develop integration points between OpenGov NSW, Data NSW and the Digital State Archive Q4 2018 

3.17 Identify priority datasets for spatial enablement and visualisation Ongoing 

CYBER SECURITY 

4.1 Develop guidance for more streamlined secure handling of NSW Cabinet documents Q4 2015 

4.2 Develop guidance for enhanced IT disaster preparedness in NSW Government agencies Q1 2016 

4.3 Develop a whole of government approach to better sharing of secure information Q2 2016 



ACTION DUE 2015 2016 2017 2018 



5.1 Develop tools and guidance for agencies on enhancing market contestability for ICT services Q3 2016 

5.2 Publish procurement contract and expenditure data Q4 2016 

5.3 Develop and implement additional features for the ICT Services Catalogue to meet user needs Q2 2016 

5.4 Increase the services available to agencies in the ICT Services Catalogue Q4 2016 

5.5 

Expand the current Data Centre Marketplace to include services such as ERP as a Service and 

Human Capital Management as a Service 

Q4 2015 

5.6 Complete midterm review of GovDC Q4 2015 

5.7 Agencies migrate on-premise data centres to GovDC Q4 2017 

5.8 Release Procure IT v3.2 Q1 2016 

5.9 Develop, publish and review telecommunications, software and related service standards Q2 2016 

5.10 Establish a network for IT service management practitioners within government Q1 2016 

5.11 Develop the NSW Government IT Service Management Framework Q2 2016 

5.12 Develop a toolkit of IT service management resources Q3 2017 

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 

Q4 2016 




ACTION DUE 2015 2016 2017 2018 



6.1 

6.2 

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 

Q4 2016 

Q4 2018 

6.3 Develop a whole of government approach to transition away from legacy systems Q3 2016 

6.4 

Establish a whole of government approach for project identification, selection, design, 

management and benefits realisation for ICT projects 

Q4 2016 

6.5 Agencies develop ICT strategic plans which include cloud transition strategies Q4 2016 

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 

Q2 2016 

6.7 Implement software asset management strategies Q3 2016 

ICT SKILLS AND CAPABILITY 

7.1 

Review the characteristics of the NSW Government ICT workforce based on agency ICT 

Workforce Management plans 

Q1 2016 

7.2 Develop an ICT capability assessment strategy Q2 2016 

7.3 

Explore cross sector ICT talent pools, contingent labour strategy, graduate program, and ICT 

career pathway framework 

Q4 2016 

7.4 Develop a ‘white pages’ app for NSW Government employees Q2 2016 

7.5 Provide an @nsw email address for government employees Q4 2016 


© State of New South Wales (Department of Finance, Services and Innovation) 2015. 

For current information go to www.lsb.justice.nsw.gov.au/lsb/nswcopyright.html. 

This work (apart from any State arms, symbols or trademarks) is licensed 

under the Creative Commons Attribution 4.0 licence. 

See http://creativecommons.org/licenses/by/4.0/ for details.

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