Public Service ICT Strategy

ICT Challenges, Opportunities and New Directions


This ICT strategy will ensure future investment in ICT is aligned on a whole-of-government basis while continuing to deliver the required services fundamental to the functioning of our economy and society. Accordingly, this ICT Strategy is aligned with the objectives of the Public Service Reform Plan of increasing efficiencies and the overarching objective of providing better outcomes for citizens, businesses and public servants.

Strategic Goal

This Strategy sets out to build on the many successes of the past by continuing to drive delivery of services via digital channels, while maximising the potential benefits of the wide range of data contained across the system. This will support better decision making through data analytics and will provide a better user experience through a joined-up view of citizens and businesses. It is envisaged that further progress can be achieved through a central ICT Strategy; aligning ICT direction and prioritising investment based on whole-of-government objectives. In parallel, the Strategy seeks to leverage current investments in ICT combined with advances in technology, such as cloud computing, to deliver better value for taxpayers by creating efficiencies through integration, consolidation and sharing of common infrastructure, systems and resources.

Progress to Date

All Public Bodies require ICT to deliver on their mandate in one form or another and all Public Bodies have successfully utilised technology to drive efficiency and deliver services to their customers across a wide variety of areas from tax collection to education and justice.

This has also been supported centrally though various initiatives such as the Cloud Computing and eGovernment Strategies. Currently there are over 400 services that can be accessed online which include informational services, application services and payment services.

Opportunities & Challenges

This ICT Strategy recognises that for many Public Bodies, ICT is a complex yet critical component for service delivery. It also recognises that ICT is being successfully used by Public Bodies to support decision-making and to deliver efficient business services.

While challenges lie ahead, this Strategy presents a real opportunity to improve citizen and business engagement, increase internal and external collaboration, further increase efficiencies and improve the overall service provided to citizens and businesses. This table presents the three core opportunities upon which this Strategy has been created, namely Sharing, Digital and Data.

Opportunities Challenges

Significant scope exists to expand existing shared services initiatives and create new opportunities for the elimination of duplication and to create greater efficiencies across the system. The provision of a more integrated infrastructure and common systems will make it easier for Public Bodies to collaborate and share information.

ICT has traditionally been delivered on a standalone basis with limited sharing of infrastructure and services between Public Bodies.
A challenge exists to create a model where services can be delivered on a shared basis within the existing developed structures while meeting the required service levels.


Digital trends are revolutionising how governments, citizens and businesses interact with each other and the world. Shifts to digital technology such as the rapid rise in the use of smartphones, widespread information sharing and expectations of ‘anytime, anywhere’ access necessitates investment in whole-of-government strategic projects that target efficiencies or better outcomes for citizens & businesses.

A significant portion of existing ICT spend is on day-to-day delivery of business as usual (BAU) services with little investment in strategic digital projects that target efficiencies or improved services for citizens & businesses.
For all organisations, changing culture, managing changing customer expectations and capitalising on the benefits of digital will require careful change management and planning over the longer term.


This Strategy provides an enhanced approach in which data can be shared; duplication reduced; innovation and collaboration encouraged and facilitated; and recognising data as a critical enabler to support new services and better decision making. Furthermore, this will support Open Data initiatives leading to increased openness and transparency between Government and the public.

Increasing data sharing between Public Bodies will be facilitated by new legislation as well as a robust, secure and standardised method for data transfer, data management and governance. Coupled with this is the requirement for a mind-set change and willingness from Public Bodies to share data when a valid business need exists and within the confines of Data Protection guidelines.

© 2015 Department of Public Expenditure and Reform