WA to pilot one-stop-shop gov services portal

The Western Australian Government has pledged $6.9 million to support the launch of its 'one-stop-shop' service portal, ServiceWA, announced as part of the state's 2019-20 budget.

Bunbury, a port city more than 170kms south of Perth, has been selected to pilot the ServiceWA initiative, which includes both face-to-face transaction points as well as a dedicated online service portal.

The Bunbury pilot will offer a single point of contact for 85 government services spanning five agencies, including the departments of Transport, Justice, Communities, Primary Industries and Regional Development; and the Western Australia Police Force.

The ServiceWA portal follows similar schemes launched by the NSW and Victorian governments. Service NSW's Annual Report last year revealed that more than two-thirds of its transactions were handled digitally, with more than 3.3 million NSW residents registered for online services.

WA Premier Mark McGowan said the ServiceWA launch is a “first step to reforming face-to-face and online service delivery, to improve access to government services”.

"By creating a one-stop shop, it will reduce frustration, travelling time, waiting in queues, and searching for the right department."

The pilot will trial the new service delivery model, track feedback, and identify further improvements.

In development since 2017, the Government said its ServiceWA initiative will serve to break the traditionally siloed structures of WA's public agencies and simplify citizen access to these services.

The WA Labor Government has lately been keen to show off its digital credentials.

As part of the state’s 2019-20 Budget, released last Friday, more than $26 million will be allocated to delivering the Department of Finance’s digital transformation, ensuring the “ongoing sustainability of State Revenue’s core internal systems,” budget papers reveal.

WA Police have been handed $10.2 million to support its long-awaited transition to the cloud. Cloud migration is a key initiative of the state’s GovNext consolidation program, transforming the existing owner-operated IT model to a more efficient consumption-based program.

This comes on top of an already promised $34.6 million to the police force to deliver 3,500 mobile smart devices for frontline officers, which was announced earlier this month.

In March this year, the state also threw a lifeline to the Office of Digital Government (ODG), handing over $34.7 million over four years to support the office, established under the previous Government.

​The funds will help the ODG deliver on its an extensive reform program, including improvements to online service delivery, implementation of higher cybersecurity standards, revised data protection and sharing protocols, as well as further support for ICT procurement reforms.