DIGITAL+
NSW Government ICT Strategy 2016
NSW Government ICT Strategy 2016
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
<strong>DIGITAL+</strong> 2016<br />
NSW GOVERNMENT<br />
ICT STRATEGY<br />
FINAL UPDATE<br />
1
2 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
CONTENTS<br />
INTRODUCTION 3<br />
ACHIEVEMENT HIGHLIGHTS 4<br />
NSW Data Analytics Centre 5<br />
SERVICE NSW 6<br />
Simpler Payments 6<br />
MyServiceNSW 6<br />
Digital Licences 6<br />
OPEN GOVERNMENT 8<br />
NSW Customer Dashboard 8<br />
Open Government Plans 8<br />
Social Media 8<br />
DATA SHARING AND ANALYTICS 9<br />
Data Analytics Centre 9<br />
Data Asset Sharing 10<br />
Information Management 10<br />
Open Data 11<br />
CYBER SECURITY 12<br />
Coordinated Approach to Cyber Security 12<br />
Secure Information Exchange 12<br />
ICT PROCUREMENT 13<br />
Contestability 13<br />
ICT Services Catalogue 14<br />
GovDC 14<br />
Procure IT Framework 15<br />
Technical Standards 15<br />
IT Service Management 15<br />
Telecommunications 16<br />
ICT INVESTMENT 17<br />
ICT Investment Process 17<br />
Enterprise Architecture 17<br />
Transition from Legacy Systems 18<br />
Project Management and Delivery 18<br />
Software Management 19<br />
ICT SKILLS AND CAPABILITY 20<br />
ICT Workforce Management 20<br />
NSW Identity Hub 21<br />
Governance 22<br />
IMPLEMENTATION PLAN 23<br />
It is an exciting time to be the Minister leading ICT reforms in NSW. The progress<br />
achieved over the four year life of our 2012 ICT Strategy has given us a strong<br />
platform for delivering better services in NSW.<br />
This document represents the final update of the 2012 ICT Strategy. At the time of<br />
its release, the strategy was widely regarded as best practice and it has delivered<br />
strong service delivery outcomes.<br />
This final update includes work in key areas such as customer service, procurement<br />
reform, open data, transition to cloud, data centre consolidation, and cyber security.<br />
This work will help to frame a new approach to digital innovation across government<br />
in 2016. The next phase of our transformation has already begun.<br />
The new NSW Data Analytics Centre (DAC), announced in August 2015,<br />
is transforming the way government works. Working with industry, universities,<br />
and the NGO sector, the DAC uses best practice data analytics to achieve greater<br />
insights into challenges facing our society.<br />
The DAC will allow us to consider new possibilities, develop new approaches to<br />
policy and find new opportunities to pursue. This is where innovation can really<br />
take hold.<br />
We must reimagine the role of government in the digital age. As we move into a new<br />
phase of digital government, we will engage with industry, the research sector and<br />
the broader community to ensure NSW continues to be a leader in this field.<br />
Yours sincerely<br />
MINISTER’S FOREWORD<br />
The Hon. Victor Dominello<br />
Minister for Innovation and Better Regulation<br />
1
NSW State Priorities<br />
ICT is a key sector of the NSW<br />
economy and productivity growth<br />
will be increasingly driven by the<br />
opportunities created by technology.<br />
In 2013-14, approximately 44 per cent of government transactions<br />
were delivered through digital channels. The NSW Government<br />
State Priorities released by the Premier in September 2015, set a<br />
target of 70 per cent of government transactions to be conducted<br />
through digital channels by 2019.<br />
The work of the Digital Council and Service NSW initiatives that<br />
will deliver digital licences and personal online customer service<br />
accounts, will be key elements of this work and directly support the<br />
State Priority for better government digital services.<br />
The Strategy supports NSW Government priorities<br />
for economic growth and productivity, engagement and<br />
collaboration with community and industry partners,<br />
and delivering better outcomes through better public services.<br />
NSW is an established leader in ICT and has a vibrant<br />
ecosystem of industry, researchers, entrepreneurs and<br />
communities to support growth in the digital economy.<br />
The primary goal of the NSW Government ICT Strategy<br />
(the Strategy) is to extend how we use information and<br />
communications technology to transform government service<br />
delivery, make it easier to do business with government and<br />
build a more productive public sector.<br />
Since 2012, the approach taken to ICT investment and service<br />
delivery across NSW Government has fundamentally changed.<br />
New policy frameworks for cloud services, open government,<br />
information management, procurement, ICT skills, and ICT<br />
investment have been implemented.<br />
While this is the final update of 2012 ICT Strategy, the actions<br />
which underpin it will inform the development of a new<br />
approach to digital government.<br />
2 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
Digital+<br />
DIGITAL [X]<br />
INTRODUCTION<br />
Service NSW<br />
Open Government<br />
Data Sharing and Analytics<br />
Cyber Securtiy<br />
ICT Procurement<br />
ICT Investment<br />
ICT Skills and Capability<br />
Services Anytime Anywhere<br />
Community and Industry Collaboration<br />
Citizen Focused Services<br />
Better Information Sharing<br />
Financial and Performance Management<br />
Better<br />
Services<br />
Better Insights<br />
from Data<br />
Better Value<br />
ICT Investment<br />
PRIORITY INITIATIVES KEY SERVICE CAPABILITIES OUTCOMES<br />
The NSW Data Analytics Centre (DAC) will provide the<br />
mechanism for better data sharing across agencies, greater<br />
collaboration with public and private partners, and boost the<br />
data science capability of the NSW Government.<br />
The DAC will deliver better public services through:<br />
••<br />
better use of data and analytics to support evidence-based<br />
government policy<br />
••<br />
collaboration across government and better designed,<br />
joined-up services<br />
••<br />
engagement with industry and research institutions,<br />
as well as the start-up community.<br />
Better use of data enables us to make the right connections<br />
with industry and assists agencies to solve problems and<br />
identify opportunities, while open data provides tools for<br />
industry to innovate. Government will use data standards<br />
for better interoperability and to improve the analytical<br />
capability of the public sector. Privacy and security concerns<br />
are paramount and the NSW Government will collaborate with<br />
other jurisdictions to effectively manage cyber security.<br />
Working closely with the ICT sector is essential for government<br />
to test its own ideas, seek expert advice, and to achieve better<br />
value for money in procurement. Government will improve<br />
organisational productivity through coordinated ICT investment,<br />
smart procurement, and by leveraging emerging technologies,<br />
cloud, and networked computing. Government will continue<br />
to engage with industry, from start-ups to global businesses,<br />
to grow the local digital economy. Smart government is made<br />
possible by people with the right skills and capabilities working<br />
in agile ICT environments.<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 3
ACHIEVEMENT HIGHLIGHTS<br />
2012 2013 2014 2015<br />
• NSW Government ICT<br />
Strategy sets the strategic<br />
direction for ICT reform<br />
• Whole of government Social<br />
Media Policy implemented<br />
• New approach to digital<br />
information security<br />
• Open Government Plans and<br />
OpenGov NSW launched<br />
• ICT Workforce Management<br />
Strategy in place for better<br />
skills, better delivery of<br />
ICT services<br />
• NSW Government data centre<br />
program established<br />
• First 18 Service NSW centres<br />
delivering one stop shop<br />
services for citizens<br />
• NSW Government Information<br />
Management Framework<br />
established<br />
• State of the art GovDC<br />
centres at Silverwater and<br />
Unanderra open<br />
• First NSW Government policy<br />
on cloud-based services<br />
• Citizen access to data and<br />
information, NSW Government<br />
Open Data Policy, Open Data<br />
Forum, NSW Globe<br />
• Simpler procurement for<br />
SMEs through online ICT<br />
Services Scheme<br />
• Digital+ launched<br />
• Service NSW reaches<br />
800 available transactions<br />
• GovDC marketplace<br />
established<br />
• ICT Services Catalogue opens,<br />
providing a channel to GovDC<br />
• ICT investment process<br />
reformed – better value<br />
for money<br />
• NSW Government Location<br />
Intelligence Strategy for better<br />
planning and services<br />
• NSW Open Government<br />
Community of Practice<br />
• Innovation portfolio<br />
established<br />
• NSW Government Data<br />
Analytics Centre established<br />
to focus on customer needs<br />
and evidence-based policy<br />
• Digital Council established<br />
– driving cultural shift to<br />
customer centred<br />
service design<br />
• 36 Service NSW stores handle<br />
18 million transactions<br />
• Procurement innovation<br />
stream created<br />
• MyServiceNSW online account<br />
facility launched<br />
4 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
NSW DATA ANALYTICS CENTRE<br />
<br />
<br />
+<br />
DATA<br />
<br />
DAC<br />
In August 2015, the Minister for Innovation and Better Regulation<br />
announced the establishment of the NSW Government Data<br />
Analytics Centre – the first of its kind in Australia.<br />
The DAC has been established within the Department of<br />
Finance, Services and Innovation. Importantly it has been<br />
designed with advice from the Customer Service Commissioner,<br />
Privacy Commissioner, Information Commissioner, and senior<br />
leaders across the sector.<br />
NSW is Australia’s ICT capital and home to a growing<br />
community of technology start-ups and innovation hubs.<br />
The DAC will operate within this already dynamic and growing<br />
innovation culture within NSW. The DAC will work across the<br />
public sector and also play an important role in delivering the<br />
NSW State Priorities.<br />
Data analytics will enhance government’s ability to understand<br />
what customers want in relation to services. Better use of data<br />
analytics in the policy design stage will inform evidence-based<br />
decision making and ensure more effective customer<br />
focused services.<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 5
SERVICE NSW<br />
Prior to the inception of Service NSW in 2013, NSW Government<br />
customers had to navigate through more than 100 call centres,<br />
380 different shopfronts, 1,000 websites and 8,000 different<br />
customer service phone numbers. Customers can now<br />
access more than 850 transactions through the one stop<br />
Service NSW shop.<br />
Service NSW has simplified access to government services<br />
with improved transparency, providing choice through different<br />
channels of service and a more consistent customer experience.<br />
Simpler Payments<br />
Building on this success, government will provide an<br />
efficient and consistent payment process that is convenient,<br />
gives customers more choice, ensures data is secure, and<br />
boosts customer confidence and satisfaction with<br />
government services.<br />
The Service NSW Payment Services Platform will consolidate<br />
payments processing for Service NSW and its client agencies<br />
on a ‘Payments as a Service’ basis. It will reduce duplicate<br />
payments infrastructure and streamline payment processes.<br />
MyServiceNSW<br />
The new MyServiceNSW enables Service NSW customers<br />
to create a digital identity for easier access to services<br />
across agencies.<br />
Digital Licences<br />
The NSW Digital Licence Program is a customer service<br />
initiative that will make widely used licences available on a<br />
mobile device, such as a smartphone. It will allow customers<br />
to apply for, receive, update, show and renew licences using a<br />
mobile device.<br />
The NSW Digital Licence Program will leverage components<br />
of the MyServiceNSW account and will be delivered in two<br />
stages. The first stage will act as a proof of concept, developing<br />
the Digital Licence technical platform and providing access<br />
to a range of commonly used licences that are not used for<br />
proof of identity purposes and are relatively straightforward<br />
to implement. The second stage will provide access to more<br />
complex licences, including the Driver Licence, and additional<br />
simpler licences that were not included in the first stage.<br />
Community feedback<br />
‘More, better connected<br />
digital services’<br />
Actions – Service NSW<br />
1.1 Introduce whole of government Payment<br />
Services Platform<br />
1.2 First of the simple NSW licences are<br />
available in digital format<br />
1.3 Remaining simple licences are available in<br />
digital format<br />
1.4 Complex NSW licences are available in<br />
digital format<br />
Delivery by<br />
Q1 2016<br />
Q2 2016<br />
Q4 2016<br />
Q4 2018<br />
6 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 7
OPEN GOVERNMENT<br />
A smart government is transparent and accountable,<br />
and understands that solutions to policy challenges can come<br />
from outside government. It collaborates with community<br />
and industry partners, encourages participation in the policy<br />
formulation and decision making process, and encourages<br />
innovation from employees and external stakeholders.<br />
Public service agencies are now more open and collaborative<br />
as a result of the reforms commenced under the Strategy.<br />
By 2014, the amount of information the NSW Government<br />
published online had more than doubled, more agencies<br />
conducted customer satisfaction surveys than in previous<br />
years, and most NSW Government agencies now had social<br />
media policies in place to better engage with customers.<br />
This shows a deeper involvement with the community and a<br />
commitment to ensuring that there are multiple contact points<br />
within government for customers.<br />
NSW Customer Dashboard<br />
The NSW Customer Dashboard is a digital tool for NSW<br />
Government to measure and report performance from a<br />
customer perspective on a whole of government basis. The<br />
NSW Customer Dashboard will assist in monitoring progress<br />
towards the NSW State Priorities, and promotes a culture of<br />
accountability by providing a single snapshot of real time data<br />
across NSW Government.<br />
Open Government Plans<br />
Government will continue to promote the principles of<br />
transparency, collaboration, participation, and innovation to<br />
make open government business as usual in NSW. Agencies will<br />
publish their open government plans which report progress on<br />
implementing the principles and showcase current initiatives.<br />
Further work will be undertaken to demonstrate the benefits of<br />
open government programs in NSW.<br />
Social Media<br />
Social media platforms can be excellent collaboration tools<br />
if they are managed and resourced appropriately. The NSW<br />
Government Social Media Policy and Guidelines outline the<br />
guiding principles to support agencies to use social media<br />
in a way that is open, collaborative, responsive, reliable and<br />
appropriate. The Policy will be updated to ensure currency and<br />
will include guidance on analytics and other tools.<br />
Actions – Open Government<br />
Delivery by<br />
2.1 Establish the NSW Customer Dashboard Q2 2016<br />
2.2 Publish open government plans to<br />
showcase open government initiatives<br />
2.3 Update the NSW Government Social<br />
Media Policy to accelerate community<br />
engagement through social media channels<br />
Q3 2016<br />
Q3 2016<br />
8 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
DATA SHARING AND ANALYTICS<br />
In the evolving and growing digital economy, data has become<br />
increasingly valuable to business and to the public sector as each<br />
realises the potential that can be unlocked by data sharing and<br />
data analysis. Data is the foundation of evidence-based policy,<br />
and provides the basis for the development of effective, tailored<br />
community services.<br />
By extracting better intelligence and building a stronger<br />
evidence base, government can make the best use of its<br />
investment in data and direct resources to those programs,<br />
policies and initiatives that will deliver the greatest benefits.<br />
Data Analytics Centre<br />
The NSW Government has established the DAC to support<br />
agencies to design and deliver better services, particularly<br />
where policy issues cross portfolio boundaries.<br />
It will become the central point for access to data and<br />
interoperability standards.<br />
The DAC will:<br />
••<br />
identify problems or challenges facing the<br />
NSW Government in collaboration with agencies<br />
••<br />
collect and analyse cross cluster or whole of government<br />
data to better understand problems, challenges<br />
and opportunities<br />
••<br />
drive better practice in data sharing and analytics.<br />
Working with the research, start-up and data science<br />
communities, the DAC will bring a new focus and insight to<br />
existing policy challenges, while opening up opportunities to<br />
consider new ways of designing better customer services. This<br />
offers benefits to the community and NSW Government not<br />
only in terms of better policy outcomes, but also in reducing<br />
duplication in data collection, storage and management.<br />
Actions – Data Analytics Centre<br />
3.1 Deliver priority projects to align with<br />
Premier and State Priorities for social and<br />
economic benefits<br />
3.2 Establish a register of data assets and the<br />
information sharing agreements in place<br />
between agencies for efficient intragovernment<br />
data sharing<br />
3.3 Lead the development of a crossjurisdictional<br />
approach to data sharing<br />
and analytics for consumer protection and<br />
regulation<br />
3.4 Collaborate nationally to build capability<br />
and standard practices for data sharing and<br />
analytics across sectors and jurisdictions<br />
Delivery by<br />
Q2 2016<br />
Q3 2016<br />
Q4 2016<br />
Q4 2016<br />
Industry feedback<br />
‘Share and analyse data and<br />
leverage technology to drive<br />
ICT reform’<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 9
DATA SHARING AND ANALYTICS<br />
Data Asset Sharing<br />
Fostering better information sharing between agencies is<br />
key to improving services and strengthening government<br />
accountability. This drives better decision making, delivery<br />
of new and better services, and maximises the value of<br />
government information assets.<br />
A strategic approach to data sharing will clarify what data<br />
needs to be shared to inform policy, planning, integrated<br />
service delivery, monitoring, evaluation and reporting. It will<br />
incorporate strategies and approaches that take into account<br />
the public interest to be gained from a shared approach and<br />
the protection of privacy and personal data.<br />
Government will work with industry to identify opportunities<br />
for consistent practices and the use of data standards for<br />
interoperability. The NSW Government will collaborate with<br />
other jurisdictions on data sharing issues to develop analytics<br />
tools for the development of better regulation.<br />
Information Management<br />
The NSW Government Information Management Framework<br />
ensures that data and information can be appropriately<br />
shared or re-used by agencies, individual public sector staff,<br />
the community or industry for better services, improved<br />
performance management and a more productive<br />
public sector.<br />
The legislative and policy framework for records and<br />
information management in the digital age was reviewed<br />
in 2014. The report recommended a phased approach to<br />
address the transition to digital government. Phase one actions<br />
improved communications and guidance to agencies about<br />
digital records management. Actions to address phase two<br />
recommendations will consider changes that may be required<br />
to enable better management, use and release of digital<br />
records. The DAC will promote best practice information<br />
management across the sector and support agencies to<br />
implement ‘by design’ approaches to data governance,<br />
security and privacy.<br />
Actions – Data Asset Sharing<br />
3.5 Develop guidelines for data sharing to<br />
streamline and accelerate sharing of<br />
information between agencies<br />
3.6 Implement standard data quality reporting<br />
across agencies that supports data reuse<br />
and publication<br />
Delivery by<br />
Q2 2016<br />
Q4 2018<br />
Location-based data sits at the core of many important<br />
datasets and location intelligence can support smarter<br />
decisions and better targeted services. The NSW Government<br />
Location Intelligence Strategy provides a coordinated roadmap<br />
to maximise the value of location intelligence in decision<br />
making, planning and service delivery for government,<br />
industry and citizens.<br />
10 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
Actions – Information Management<br />
3.7 Scope the options to expand capability of<br />
the Digital State Archive to ensure long<br />
term preservation of data and information<br />
3.8 Update the NSW Government Location<br />
Intelligence Strategy<br />
3.9 Define the information architecture layer<br />
of the NSW Government Enterprise<br />
Architecture Framework<br />
3.10 Define common data standards to support<br />
open data, information security, data<br />
sharing and analytics as part of the<br />
NSW Government Information<br />
Management Framework<br />
3.11 Implement phase two recommendations<br />
made in the review of the legislative<br />
and policy framework for records and<br />
information management in the digital<br />
environment<br />
Delivery by<br />
Q4 2015<br />
Q1 2016<br />
Q3 2016<br />
Q4 2017<br />
Q4 2018<br />
The DAC will help grow the digital economy through<br />
the strategic publication of open data, consistent with<br />
the NSW Government Open Data Policy, and also make<br />
recommendations as to what and how de-identified data<br />
should be made open to the public.<br />
The apps4nsw program has proven to be an effective way of<br />
engaging developers and designers to work with government<br />
data and come up with creative approaches to address<br />
customer service issues as well as new ideas. Recent winning<br />
apps are providing assistance to young carers, access and<br />
information on NSW State Library collections and have<br />
established a new platform to access NSW procurement spend<br />
data. The apps4nsw program will continue through a series of<br />
events involving designers, developers, entrepreneurs and<br />
our customers.<br />
Actions – Open Data<br />
3.12 Publish a forward release schedule for open<br />
data<br />
Delivery by<br />
Q4 2015<br />
Open Data<br />
Open data promotes transparent and accountable government<br />
and contributes to the growth of the digital economy in NSW.<br />
To accelerate progress on open data, agencies will publish<br />
a forward release schedule of priority data to enhance<br />
transparency, innovation, and accountability. The forward<br />
release schedule will facilitate greater private sector interaction<br />
with government data and ensure that the public sector focus<br />
on datasets is ‘open by default’ where appropriate.<br />
3.13 Update the NSW Government Open Data<br />
Policy<br />
3.14 Improve the openness and usability of data<br />
listed on Data NSW<br />
3.15 NSW Government published reports will<br />
be made available in at least one machinereadable<br />
format<br />
3.16 Develop integration points between<br />
OpenGov NSW, Data NSW and the Digital<br />
State Archive<br />
3.17 Identify priority datasets for spatial<br />
enablement and visualisation<br />
Q1 2016<br />
Q4 2017<br />
Q4 2018<br />
Q4 2018<br />
Ongoing<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 11
CYBER SECURITY<br />
A better understanding of the requirements across<br />
NSW Government for secure information exchange and the<br />
establishment of a clear protocol for the reporting of information<br />
security incidents will support implementation of the<br />
NSW Government Digital Information Security Policy and the<br />
Information Classification Labelling and Handling Guidelines.<br />
The NSW Government Digital Information Security Policy,<br />
first released in 2012 and reviewed in 2015, adopts a risk<br />
management approach. It provides assurance that information<br />
held by the government is appropriately protected and<br />
handled. It also aligns NSW information classification and<br />
labelling with the Australian Government approach. The<br />
requirement for agencies to attest to compliance continues<br />
under the updated policy.<br />
Coordinated Approach to<br />
Cyber Security<br />
Secure Information Exchange<br />
A coordinated and consistent, whole of government approach,<br />
will ensure consistency with the Australian Government security<br />
classification system while minimising the resourcing impacts<br />
for NSW agencies. The secure information exchange will enable<br />
NSW agencies to safely and confidently share information<br />
across jurisdictions.<br />
Actions – Cyber Security<br />
4.1 Develop guidance for more streamlined<br />
secure handling of NSW Cabinet documents<br />
4.2 Develop guidance for enhanced IT disaster<br />
preparedness in NSW Government agencies<br />
4.3 Develop a whole of government approach<br />
to better sharing of secure information<br />
Delivery by<br />
Q4 2015<br />
Q1 2016<br />
Q2 2016<br />
Increasing digital service delivery comes with greater<br />
responsibility to manage the risk of cyber-attack incidents.<br />
This is an issue that all governments are tackling.<br />
The Australian Government is coordinating the development<br />
of approaches to strengthening national cyber security. The<br />
NSW Government will work with the Australian Government to<br />
protect government information assets and the broader<br />
digital economy.<br />
12 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
ICT PROCUREMENT<br />
The first phase of procurement reform introduced under the<br />
Strategy implemented foundational changes that redesigned<br />
how agencies procure the goods and services necessary to<br />
deliver public services and key functions. Responsibility for<br />
procurement decisions was devolved to agencies, and an agency<br />
accreditation system emphasising capabilities and probity was<br />
introduced. A flexible principles-based policy framework has<br />
replaced highly complex and prescriptive procurement rules.<br />
These reforms have simplified the procurement system<br />
and encouraged a greater number of suppliers, particularly<br />
small and medium sized enterprises (SMEs), to compete for<br />
government business. Enhanced competition and greater<br />
supplier diversity are delivering better value for money.<br />
Contestability<br />
Contestability drives competition and delivers cost and service<br />
benefits to end users. Reforms to the procurement process<br />
are encouraging a more contestable supply market. The NSW<br />
Government Investment Principles guide agencies to adopt<br />
consumption-based or as a service procurement models where<br />
appropriate, and to reduce bespoke contract arrangements.<br />
Government will consider new approaches to ICT procurement<br />
including leveraging existing contracts and engaging nongovernment<br />
organisations. It will also increase opportunities for<br />
greater numbers of suppliers, including start-ups and SMEs to<br />
tender for government work.<br />
Government is continuing its procurement reform program<br />
to maximise value for money, enhance innovation through<br />
procurement, improve transparency, and encourage<br />
engagement with the private sector. These reforms to date,<br />
have delivered a number of important outcomes including:<br />
••<br />
50 per cent of the total procurement spend on goods and<br />
services is with SME suppliers<br />
••<br />
5,000 new suppliers have joined major procurement<br />
schemes - more than 70 per cent of these new suppliers<br />
are SMEs<br />
••<br />
Establishing the ICT Services Catalogue, an online<br />
marketplace for agencies and suppliers<br />
Actions – Procurement Reform<br />
5.1 Develop tools and guidance for agencies<br />
on enhancing market contestability for ICT<br />
services<br />
5.2 Publish procurement contract and<br />
expenditure data<br />
Delivery by<br />
Q3 2016<br />
Q4 2016<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 13
ICT PROCUREMENT<br />
ICT Services Catalogue<br />
The ICT Services Catalogue lists suppliers pre-qualified to<br />
deliver a range of ICT services to the NSW Government.<br />
Government and industry have co-designed a category for<br />
suppliers to provide enterprise resource planning (ERP)<br />
services to government agencies.<br />
Category Q provides services and products to assist agencies<br />
transition to ERP as a Service. Sub-categories include<br />
professional services, human capital management and<br />
eRecruitment, GovDC as a Platform, GovDC Software as a<br />
Service, and expense management systems.<br />
Actions – ICT Services Catalogue<br />
5.3 Develop and implement additional features<br />
for the ICT Services Catalogue to meet user<br />
needs<br />
5.4 Increase the services available to agencies<br />
in the ICT Services Catalogue<br />
Delivery by<br />
Q2 2016<br />
Q4 2016<br />
GovDC<br />
Agencies have commenced migrating on-premise data centres<br />
to the two world-class government data centres in NSW. These<br />
centres support agencies to buy ICT services on demand and<br />
allow smaller agencies to access additional resources without<br />
major capital expenditure. Public bodies can buy services from<br />
the ICT Services Catalogue including services available in the<br />
GovDC Marketplace, or from GovDC.<br />
Actions - GovDC<br />
5.5 Expand the current Data Centre<br />
Marketplace to include services such<br />
as ERP as a Service and Human Capital<br />
Management as a Servicew<br />
Delivery by<br />
Q4 2015<br />
5.6 Complete midterm review of GovDC Q4 2015<br />
5.7 Agencies migrate on-premise data centres<br />
to GovDC<br />
Q4 2017<br />
14 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
Procure IT Framework<br />
The Procure IT Framework is the strategic contracting framework<br />
for ICT. It provides standard terms and conditions for use by all<br />
government agencies when purchasing ICT goods and services. It was<br />
developed to reduce the burden on SMEs and promote consistency<br />
across government.<br />
The Framework consists of a suite of contracts that includes a head<br />
agreement, customer contract and individual modules with standard<br />
contract terms which are tailored to specific types of purchases, such<br />
as software, hardware, and professional services.<br />
The Framework will be updated in consultation with industry to ensure<br />
it meets the needs of the contemporary ICT environment and to<br />
further streamline the contract arrangements.<br />
Action – Procure IT Framework<br />
Delivery by<br />
5.8 Release Procure IT v3.2 Q1 2016<br />
IT Service Management<br />
IT Service Management (ITSM) focuses on the delivery of quality<br />
ICT services that meet the needs of customers, and is delivered by an<br />
appropriate mix of people, process and information technology.<br />
ITSM provides a framework that includes policies, processes, and<br />
standards that are required to plan, deliver, operate and control<br />
ICT services that are both internally provided and externally sourced<br />
‘as a service’.<br />
ITSM supports government priorities for enterprise architecture,<br />
technical standards including software asset management and<br />
service oriented procurement. A significant proportion of public<br />
sector agencies are now managing and delivering services in a hybrid<br />
cloud environment. While managing this hybrid environment is a<br />
relatively new challenge for many agencies, it is providing greater<br />
flexibility and scalability while allowing for a greater focus on<br />
outcomes and service delivery.<br />
Technical Standards<br />
Technical standards define the NSW Government’s minimum<br />
requirements for software, hardware, telecommunications and<br />
other ICT services. A range of new standards are being developed<br />
in consultation with industry to meet the needs for services in the<br />
modern ICT environment.<br />
Actions – IT Service Management<br />
5.10 Establish a network for IT service<br />
management practitioners within<br />
government<br />
5.11 Develop the NSW Government IT Service<br />
Management Framework<br />
5.12 Develop a toolkit of IT service management<br />
resources<br />
Delivery by<br />
Q1 2016<br />
Q2 2016<br />
Q3 2017<br />
Action – Technical Standards<br />
5.9 Develop, publish and review<br />
telecommunications, software and related<br />
service standards<br />
Delivery by<br />
Q2 2016<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 15
ICT PROCUREMENT<br />
Telecommunications<br />
To meet the challenges and opportunities that anticipated<br />
changes to the telecommunications market will bring,<br />
the NSW Government approach to telecommunications reform<br />
will focus on flexibility and increased mobility of services<br />
for customers and employees, greater competition and<br />
purchasing transparency.<br />
A fundamental part of this approach is moving away from<br />
traditional thinking on telecommunications and provisioning of<br />
services. The goal is to shift telecommunications purchasing<br />
away from fixed line and infrastructure-based models to flexible<br />
strategic investment that focuses on customer centred services<br />
using innovative procurement models.<br />
Actions - Telecommunications<br />
5.13 Implement the NSW Government<br />
Telecommunications Strategy including<br />
development of agency plans to enable<br />
anywhere anytime access to business<br />
systems for employees, leveraging<br />
government systems such as the<br />
Government Employee Number and the<br />
Identity Hub<br />
Delivery by<br />
Q4 2016<br />
16 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
ICT INVESTMENT<br />
The NSW Government will build on the strategic approach<br />
to ICT planning and investment set under the ICT Strategy,<br />
to ensure agencies are leveraging whole of government<br />
systems and applications for efficient service delivery.<br />
ICT Investment Process<br />
The NSW Government ICT Investment Process assists agencies<br />
to embed the objectives of the ICT Strategy in ICT investment<br />
decision making. The process involves three key phases in the<br />
investment cycle: whole of government strategic planning,<br />
development of ICT investment proposals, and business<br />
case assessment. This approach provides better visibility of<br />
programs for the ICT Board, minimises risks to major program<br />
delivery, and identifies collaborative investment opportunities.<br />
The NSW Government ICT Investment Policy and Guidelines<br />
supports agencies to leverage existing solutions, consolidate<br />
investments, and identify enablers with government-wide<br />
benefit. The NSW Government ICT Metrics Program captures<br />
ICT expenditure and volumetric data and measures to inform<br />
the NSW Government’s strategic direction, and assist agencies<br />
to manage their investment in ICT.<br />
The strategy will be operationalised with whole of government<br />
architecture building blocks. Lead agencies are accountable<br />
to architect, plan, build and operate the building blocks and<br />
solutions that realise the target architecture, such as the<br />
Identity Hub and Payment Services Platform.<br />
Actions – Enterprise Architecture<br />
6.1 Implement the NSW Government Enterprise<br />
Architecture Strategy and add new building<br />
blocks to the NSW Government ICT<br />
Architecture Portfolio Model<br />
6.2 Align ICT investment proposals with<br />
building blocks identified in the NSW<br />
Government ICT Architecture Portfolio<br />
Model, such as the Identity Hub<br />
Delivery by<br />
Q4 2016<br />
Q4 2018<br />
Enterprise Architecture<br />
Enterprise architecture is a key enabling capability for a<br />
sector-wide approach to ICT. The NSW Government Enterprise<br />
Architecture Strategy provides direction and practical<br />
guidance to accelerate the development of agency enterprise<br />
architecture capability and enables a common approach to the<br />
design of digital government.<br />
Government feedback<br />
‘Better connectivity between government<br />
systems and continued reform of ICT<br />
investment and procurement processes’<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 17
ICT INVESTMENT<br />
Transition from Legacy Systems<br />
The ICT environment in NSW Government is a mix of old<br />
and new technologies and fragmented and inconsistent<br />
systems. Agencies recognise the need to transition away from<br />
legacy systems to next generation ICT and to collaborate on<br />
investment decisions which advance the whole of government<br />
approach to ICT.<br />
The management of legacy issues relating to service continuity<br />
and security is a significant ongoing challenge. These issues<br />
also impact on an agency’s ability to transition to<br />
working digitally.<br />
Project Management and Delivery<br />
In the context of increasing demand for online transactions<br />
and rapidly changing technologies, government projects<br />
can be complex and involve multiple agencies and disparate<br />
legacy systems.<br />
A whole of government approach to project management<br />
will improve project rigour and accountability by assisting<br />
agencies to mitigate the risks associated with business change.<br />
It will also support the ICT Board’s portfolio governance role<br />
though better visibility of major projects, and grow the project<br />
management capability of the ICT workforce.<br />
Action – Legacy Systems<br />
Delivery by<br />
Actions – Project Management<br />
Delivery by<br />
6.3 Develop a whole of government approach<br />
to transition away from legacy systems<br />
Q3 2016<br />
6.4 Establish a whole of government approach<br />
for project identification, selection, design,<br />
management and benefits realisation for<br />
ICT projects<br />
Q4 2016<br />
6.5 Agencies develop ICT strategic plans which<br />
include cloud transition strategies<br />
Q4 2016<br />
Government feedback<br />
‘Transition from legacy systems to<br />
next generation ICT environments<br />
and a consistent approach<br />
to managing ICT projects’<br />
18 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
Software Management<br />
A substantial proportion of an agency’s ICT expenditure is<br />
allocated to the cost of purchasing, maintaining and operating<br />
software. Effective software asset management reduces<br />
information technology costs, limits business and legal risks<br />
associated with the ownership and use of software, and<br />
maximises ICT responsiveness and end-user productivity.<br />
The NSW Government Software Management Framework<br />
outlines the NSW Government strategic direction for software<br />
management and provides a work plan for progressing<br />
software rationalisation across government. It assists agencies<br />
to procure and manage software solutions that match business<br />
needs, and aligns with the NSW Government Enterprise<br />
Architecture Strategy.<br />
Actions – Software Management<br />
6.6 Develop strategic partner relationships<br />
and agreements with significant suppliers<br />
to facilitate software rationalisation and<br />
moving to ‘as a service’, as part of broader<br />
market engagement and procurement<br />
reform<br />
6.7 Implement software asset management<br />
strategies<br />
Delivery by<br />
Q2 2016<br />
Q3 2016<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE<br />
19
ICT SKILLS AND CAPABILITY<br />
ICT Workforce Management<br />
The Public Service Commission has developed a workforce<br />
planning methodology for ICT in the NSW public sector. The<br />
method ensures that the ICT workforce is ready and able to<br />
deliver on agreed goals.<br />
Agency workforce plans identify:<br />
••<br />
business outcomes and goals<br />
••<br />
work priorities and how that work is best configured<br />
••<br />
the capability and capacity needed to do the work<br />
••<br />
workforce gaps and how they will be addressed<br />
••<br />
how the conditions and culture necessary to produce good<br />
business outcomes will be created and sustained.<br />
Actions – ICT Skills<br />
7.1 Review the characteristics of the NSW<br />
Government ICT workforce based on<br />
agency ICT Workforce Management plans<br />
7.2 Develop an ICT capability assessment<br />
strategy<br />
7.3 Explore cross sector ICT talent pools,<br />
contingent labour strategy, graduate<br />
program, and ICT career pathway<br />
framework<br />
Delivery by<br />
Q1 2016<br />
Q2 2016<br />
Q4 2016<br />
For the first time, ICT workforce management plans capture the<br />
ICT function’s readiness to meet business outcomes. Workforce<br />
management plans will provide a strong evidence base to<br />
prioritise and guide development of ICT workforce strategies.<br />
These strategies will focus on managing, structuring, recruiting<br />
and developing a skilled and capable workforce that meets<br />
business outcomes. The ICT function is pioneering this<br />
approach which is expected to be applied more broadly across<br />
the public sector workforce.<br />
20 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
NSW Identity Hub<br />
The NSW Identity Hub (ID-Hub) is a secure identity and access<br />
management system (IDMS) for NSW Government agencies.<br />
The ID-Hub simplifies access to ICT systems with a single login<br />
process with a government employee number (GEN) as the key.<br />
Hosted in the NSW Government data centres (GovDC), ID-Hub<br />
uses sector-wide scale to reduce the per-user cost of identity<br />
management in an ISO certified environment to assure<br />
privacy protection.<br />
Once logged in, employees have access to all the computer<br />
applications that are integrated to the ID-Hub and are<br />
authorised for that user. The unique identifier stays with the<br />
employee as they transfer between agencies or leave and<br />
return to the government sector.<br />
The ID-Hub will enable government to connect<br />
employees through a range of optional services including<br />
collaboration networks, communities of practice, and<br />
sector-wide communications.<br />
Actions – Identity Hub<br />
7.4 Develop a ‘white pages’ app for NSW<br />
Government employees<br />
7.5 Provide an @nsw email address for<br />
government employees<br />
Delivery by<br />
Q2 2016<br />
Q4 2016<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 21
GOVERNANCE<br />
Digital Council<br />
Chair: Customer<br />
Service<br />
Commissioner<br />
Minister<br />
for Innovation<br />
and Better<br />
Regulation<br />
ICT Board<br />
Chair: Secretary,<br />
Department of<br />
Finance, Services<br />
and Innovation<br />
ICT<br />
Leadership<br />
Group<br />
Chair: Secretary,<br />
Department of<br />
Finance, Services<br />
and Innovation<br />
Digital<br />
Government<br />
Advisory<br />
Panel<br />
Working<br />
Groups<br />
The ICT Board reports to the Minister for Innovation and<br />
Better Regulation and comprises secretaries of all the clusters.<br />
The ICT Board has a portfolio governance role and maintains<br />
high level strategic oversight of ICT programs. The ICT Board<br />
is chaired by Martin Hoffman, the Secretary of the Department<br />
of Finance, Services and Innovation, and the Government Chief<br />
Information Officer.<br />
The ICT Board is supported by the ICT Leadership Group,<br />
which comprises chief information officers and senior<br />
business managers at the deputy secretary level from<br />
across government.<br />
The Digital Council is a community of senior leaders from<br />
across NSW Government with a core goal of demonstrating<br />
that using a digital approach and putting customers at the<br />
centre of service design will deliver better outcomes for<br />
citizens. The Digital Council is chaired by Michael Pratt, the<br />
Customer Service Commissioner.<br />
Expert industry advice is critical to government work programs<br />
and ICT matters of local and international significance. The<br />
Digital Government Advisory Panel provides advice to the<br />
ICT Board on trends and best practice.<br />
ICT WORKING GROUPS<br />
• ICT Infrastructure, Services and Strategic Investment<br />
• ICT Procurement and Technical Standards<br />
• Enabling Information Sharing<br />
• Open Government<br />
• Information Security and Classification<br />
22 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
IMPLEMENTATION PLAN<br />
<strong>DIGITAL+</strong><br />
ACTION DUE 2015 2016 2017 2018<br />
Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4<br />
SERVICE NSW<br />
1.1 Introduce whole of government Payment Services Platform Q1 2016<br />
1.2 First of the simple NSW licences are available in digital format Q2 2016<br />
1.3 Remaining simple licences are available in digital format Q4 2016<br />
1.4 Complex NSW licences are available in digital format Q4 2018<br />
OPEN GOVERNMENT<br />
2.1 Establish the NSW Customer Dashboard Q2 2016<br />
2.2 Publish open government plans to showcase open government initiatives Q3 2016<br />
2.3<br />
Update the NSW Government Social Media Policy to accelerate community engagement<br />
through social media channels<br />
Q3 2016<br />
DATA SHARING AND ANALYTICS<br />
3.1 Deliver priority projects to align with Premier and State Priorities for social and economic benefits Q2 2016<br />
3.2<br />
3.3<br />
3.4<br />
3.5<br />
3.6<br />
3.7<br />
Establish a register of data assets and the information sharing agreements in place between<br />
agencies for efficient intra-government data sharing<br />
Lead the development of a cross-jurisdictional approach to data sharing and analytics for<br />
consumer protection and regulation<br />
Collaborate nationally to build capability and standard practices for data sharing and analytics<br />
across sectors and jurisdictions<br />
Develop guidelines for data sharing to streamline and accelerate sharing of information<br />
between agencies<br />
Implement standard data quality reporting across agencies that supports data reuse<br />
and publication<br />
Scope the options to expand capability of the Digital State Archive to ensure long term<br />
preservation of data and information<br />
Q3 2016<br />
Q4 2016<br />
Q4 2016<br />
Q2 2016<br />
Q4 2018<br />
Q4 2015<br />
3.8 Update the NSW Government Location Intelligence Strategy Q1 2016<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 23
IMPLEMENTATION PLAN<br />
<strong>DIGITAL+</strong><br />
ACTION DUE 2015 2016 2017 2018<br />
Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4<br />
DATA SHARING AND ANALYTICS<br />
3.9<br />
3.10<br />
3.11<br />
Define the information architecture layer of the NSW Government Enterprise<br />
Architecture Framework<br />
Define common data standards to support open data, information security, data sharing and<br />
analytics as part of the NSW Government Information Management Framework<br />
Implement phase two recommendations made in the review of the legislative and policy<br />
framework for records and information management in the digital environment<br />
Q3 2016<br />
Q4 2017<br />
Q4 2018<br />
3.12 Publish a forward release schedule for open data Q4 2015<br />
3.13 Update the NSW Government Open Data Policy Q1 2016<br />
3.14 Improve the openness and usability of data listed on Data NSW Q4 2017<br />
3.15<br />
NSW Government published reports will be made available in at least one machine-readable<br />
format<br />
Q4 2018<br />
3.16 Develop integration points between OpenGov NSW, Data NSW and the Digital State Archive Q4 2018<br />
3.17 Identify priority datasets for spatial enablement and visualisation Ongoing<br />
CYBER SECURITY<br />
4.1 Develop guidance for more streamlined secure handling of NSW Cabinet documents Q4 2015<br />
4.2 Develop guidance for enhanced IT disaster preparedness in NSW Government agencies Q1 2016<br />
4.3 Develop a whole of government approach to better sharing of secure information Q2 2016<br />
24 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
<strong>DIGITAL+</strong><br />
ACTION DUE 2015 2016 2017 2018<br />
Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4<br />
ICT PROCUREMENT<br />
5.1 Develop tools and guidance for agencies on enhancing market contestability for ICT services Q3 2016<br />
5.2 Publish procurement contract and expenditure data Q4 2016<br />
5.3 Develop and implement additional features for the ICT Services Catalogue to meet user needs Q2 2016<br />
5.4 Increase the services available to agencies in the ICT Services Catalogue Q4 2016<br />
5.5<br />
Expand the current Data Centre Marketplace to include services such as ERP as a Service and<br />
Human Capital Management as a Service<br />
Q4 2015<br />
5.6 Complete midterm review of GovDC Q4 2015<br />
5.7 Agencies migrate on-premise data centres to GovDC Q4 2017<br />
5.8 Release Procure IT v3.2 Q1 2016<br />
5.9 Develop, publish and review telecommunications, software and related service standards Q2 2016<br />
5.10 Establish a network for IT service management practitioners within government Q1 2016<br />
5.11 Develop the NSW Government IT Service Management Framework Q2 2016<br />
5.12 Develop a toolkit of IT service management resources Q3 2017<br />
5.13<br />
Implement the NSW Government Telecommunications Strategy including development of<br />
agency plans to enable anywhere anytime access to business systems for employees, leveraging<br />
government systems such as the Government Employee Number and the Identity Hub<br />
Q4 2016<br />
<strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE 25
IMPLEMENTATION PLAN<br />
<strong>DIGITAL+</strong><br />
ACTION DUE 2015 2016 2017 2018<br />
Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4<br />
ICT INVESTMENT<br />
6.1<br />
6.2<br />
Implement the NSW Government Enterprise Architecture Strategy and add new building blocks<br />
to the NSW Government ICT Architecture Portfolio Model<br />
Align ICT investment proposals with building blocks identified in the NSW Government ICT<br />
Architecture Portfolio Model, such as the Identity Hub<br />
Q4 2016<br />
Q4 2018<br />
6.3 Develop a whole of government approach to transition away from legacy systems Q3 2016<br />
6.4<br />
Establish a whole of government approach for project identification, selection, design,<br />
management and benefits realisation for ICT projects<br />
Q4 2016<br />
6.5 Agencies develop ICT strategic plans which include cloud transition strategies Q4 2016<br />
6.6<br />
Develop strategic partner relationships and agreements with significant suppliers to facilitate<br />
software rationalisation and moving to ‘as a service’, as part of broader market engagement and<br />
procurement reform<br />
Q2 2016<br />
6.7 Implement software asset management strategies Q3 2016<br />
ICT SKILLS AND CAPABILITY<br />
7.1<br />
Review the characteristics of the NSW Government ICT workforce based on agency ICT<br />
Workforce Management plans<br />
Q1 2016<br />
7.2 Develop an ICT capability assessment strategy Q2 2016<br />
7.3<br />
Explore cross sector ICT talent pools, contingent labour strategy, graduate program, and ICT<br />
career pathway framework<br />
Q4 2016<br />
7.4 Develop a ‘white pages’ app for NSW Government employees Q2 2016<br />
7.5 Provide an @nsw email address for government employees Q4 2016<br />
26 <strong>DIGITAL+</strong> 2016 NSW GOVERNMENT ICT STRATEGY FINAL UPDATE
© State of New South Wales (Department of Finance, Services and Innovation) 2015.<br />
For current information go to www.lsb.justice.nsw.gov.au/lsb/nswcopyright.html.<br />
This work (apart from any State arms, symbols or trademarks) is licensed<br />
under the Creative Commons Attribution 4.0 licence.<br />
See http://creativecommons.org/licenses/by/4.0/ for details.