Victoria joins the ranks of digital government


State government allocates $81 million for Service Victoria to streamline online and contact centre services, while taking the cue from Service NSW. Tackles frustrations and delays.

Victoria is embracing the mantra of digital government under an $81 million funding package that builds Service Victoria, and streamlines hundreds of confusing online channels and contact centres. This latest funding, announced by Premier Daniel Andrews, mirrors Service NSW and is part of the state’s policy reforms to improve frontline services.

The Victorian Budget endorses support for digital government, while helping clients negotiate the confusing maze-way of departments and agencies. The focus is on open government, and reducing duplication across a range of organisations.

Special Minister of State Gavin Jennings said that dealing with government websites is sometimes confusing, slow and annoying. “Great customer service is a core function of any successful business, and government should be no different.”  

He noted that government does not need a thousand different websites and hotlines for things like car registration, birth certificates and fishing licences. “Service Victoria is about eliminating the frustrations and delays and lowering the cost to the taxpayer.” 

In other funding news, Victoria will spend $596 million on public safety for Victoria Police. There is $10 million for a clinical technology refresh, and $5 million to implement electronic medical records across the Parkville Health precinct (Melbourne Health and Peter McCallum Institute). 

Moves are underway to digitise paper records under a $27.4 million allocation for Land Victoria. Another $400, 000 is allocated for the Commissioner of Privacy and Data Protection on data security standards, among other funding.

The outlook for digital services comes under the spotlight at the FST Government Victoria conference being held Wednesday 20th July in Melbourne. This forum features a keynote by the CEO of Service NSW, Dr Rachna Ghandi, who shares her experiences around omni-channel service delivery, and lessons that can be shared with the Victorian government.

Dr Ghandi is joined at the Melbourne forum by officials, including representation by the Department of Premier and Cabinet (South Australia), and other front-line Victorian agencies. Speaker details are available at this dedicated site featuring representation from Victoria, NSW, and South Australia, among other states.