Follow-up of Service Victoria – Digital Delivery of Government Services

Why this is important

People are increasingly using online platforms for major purchases and financial transactions. Digital services can be more convenient for customers, reduce demand for in-person services and reduce costs. 

In 2015, the government set up Service Victoria within the Department of Premier and Cabinet to modernise how people access government services. In 2023, Service Victoria transferred to the new Department of Government Services. Today, people can access more than 130 services through Service Victoria, including applying for a Digital ID, Working with Children Check and liquor licence.  

Our 2021 report Service Victoria – Digital Delivery of Government Services found that Service Victoria had improved customer experience by moving services online. However, we also found that it had not reduced transaction costs as intended.

What we plan to examine

We plan to examine how Service Victoria implemented our recommendations from Service Victoria – Digital Delivery of Government Services (2021), including if it is lowering government transaction costs as intended.

Who we plan to examine

Department of Government Services (Service Victoria)

Further information

This is a follow-up to our report Service Victoria – Digital Delivery of Government Services (2021).