This audit examined the approaches departments and agencies use
to determine which services will be, or have already been,
delivered online via digital devices and examined the ongoing
monitoring of the effectiveness of digital service delivery.
We found successes in digital service delivery. However, not all
departments and agencies have a complete list of service
transactions and costs attributable to delivering the service
transactions, and transactions to be transitioned to digital
service delivery are not clearly identified. While audited
departments and agencies are transitioning to digital service
delivery, they remain hindered by pertinent issues such as proof of
identity requirements, legacy or inefficient existing information
technology systems and inefficient back-office processes. A
whole-of-public-sector approach to digital service delivery has yet
to be fully realised.
Digital service delivery performance monitoring and reporting
still needs improvement. Baseline performance targets with
monitoring and reporting systems and processes are required to
ensure that digital service delivery performance are effectively
measured and its benefits are fully realised.
Overall, government digital service delivery has yet to become
the preferred channel even though it was significantly important
and desired by citizens and consumers. Improving public usability
and utilisation of digital service delivery continues to be an
ongoing effort for the Victorian public sector.