Paul Shetler is the CEO of the Digital Transformation Office within the Australian Government, and was previously an executive at the UK's highly regarded Government Digital Service. At ThoughtWorks Live Australia 2016, he shared how he is leading the transformation to simpler, clearer, and faster government services using a user-centred design approach.

1. Simpler, clearer, faster government
Presentation for Thoughtworks
by Paul Shetler, CEO, Digital Transformation Office
Thursday 10 March 2016
@paul_shetler | @AusDTO

2. Over any four week period, more than 1 in 8 Australians
aged 14 and over will look up government information
and services online.1
55% of them face a problem while using online
government services.2
Small business owners are the most likely to have
accessed a government website in the last four weeks,
followed by job-seekers, parents and workers.1
1. Roy Morgan Single Source (Australia), April 2010 - March 2015;
2. Boston Consulting Group, 2014, 2014 Digital Government Survey – Australia Fact-base

3. 324.4m transactions with government each year
are via traditional channels.
Face-to-face interactions cost $16.90 per transaction
(42x), postal $12.79 (32x) and telephone $6.60 (16x).
Halving these over the next 10 years would deliver
net benefits of $20.5 billion.
That’s 1.3% of annual Gross Domestic Product,
or $2,000 per household.
Deloitte Access Economics 2015 ‘Digital transformation of government’ report commissioned by Adobe

4. People don’t want to ‘engage’
with government agencies

5. People just want to
get stuff done

6. What we do
is not inherently ‘big’
or complex

7. People don’t have a
‘mental model’ of what
government wants them to do

8. They worry, make mistakes, and
pay people to deal with
government for them

9. “If you can afford it, pay an expert to deal with the
government. It’ll bury you and distract you from
your own business”
Retired businessman

10. We must do better

11. Service design is the solution
Technology is the enabler
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12. There are 1524 government
websites (that we know of … )

13. Our vision for GOV.AU

15. Research tells us this approach will
work

16. “This would take out a huge amount of call centre enquiries.
There’s less chance I’ll need to call or visit a service centre.
And less need for an immigration agent,
which is a very good thing.”
Small business owner

17. We’re asking agencies to do
three things they’ve never
done before
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18. Start with user needs
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19. Deliver the smallest
improvement they can -
quickly.
And then iterate wildly.
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20. Build services in an agile
way with multidisciplinary
teams
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21. Insert full size image here and Select: Arrange / Order / Send to back

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23. Delivery Hubs
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Delivery Hubs

24. Join us!
dto.gov.au
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