Victorian Auditor-General's Office

1 Background

1.1 Introduction

Victorian citizens and consumers expect government services and information to be accessible online 'anytime, anywhere and on any device'.

Digital devices of personal choice fall into two main types–computing devices including desktop personal computers, and mobile computing devices such as tablets and smartphones. Digital devices access a wide range of applications via the internet, using communication links such as Wi-Fi or other mobile data networks.

Auditor-General's comments

VAGO's June 2015 audit Delivering Services to Citizens and Consumers via Devices of Personal Choice: Phase 1 – Interim Report, focused on the whole-of-public-sector approach to digital service delivery, and highlighted a need for vital information and communications technology (ICT) governance and strategic leadership reforms, together with embedded ICT coordination, guidance and assurance processes across the public sector.

Appendix A. Audit Act 1994 section 16—submissions and comments

Introduction

In accordance with section 16(3) of the Audit Act 1994, a copy of this report was provided to the Department of Premier and Cabinet.

The submissions and comments provided are not subject to audit nor the evidentiary standards required to reach an audit conclusion. Responsibility for the accuracy, fairness and balance of those comments rests solely with the agency head.

RESPONSE provided by the Secretary, Department of Premier and Cabinet

2 ICT governance

At a glance

Background

This Part examines the Victorian Government's information and communications technology (ICT) governance, including the Victorian Government ICT Governance Framework, the delivery of the Victorian Government Digital Strategy (Digital Strategy), the digital engagement approach and the transitioning of service transactions online.

Conclusion

A coordinated and effective whole-of-public-sector approach to digital service delivery has yet to be achieved.

1 Background

1.1 Introduction

The rapid growth in the use of digital devices in the community is challenging the public sector's ability to effectively engage with citizens and consumers when delivering services and providing information.

A 2014 independent global study on user satisfaction with digital government services suggests that about 52 per cent of Victorians are satisfied with government services online. However, there are increasing demands for government services to be delivered online and to be accessible anytime, anywhere, via any digital device.

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