Director – Digital Transformation Team
NSW Department of Finance Services and Innovation
Conference Day One: Wednesday, 31 July 2019
Sunday, July 21st, 2019
The mission of the newly created Customer Service Cluster in the NSW Government’s is to ensure that NSW citizens have a first-class customer experience no matter which agency of government they deal with.
The mission of the newly created Customer Service Cluster in the NSW Government;s is to ensure that NSW citizens have a first class customer experience no matter which agency of government they deal with.
They have made a head start by launching the NSW Design System - a single source of truth for style guides, reusable components and best practice digital design and delivery to help teams across NSW Government deliver consistent, user centric services. It also houses the Design Standard which underpins how government designs digital services such as websites and apps. The Design System is for anyone creating digital services. ‘Creators’ include developers, designers, policy officers, user researchers, content designers and procurement officers.
This case study will look at what we’ve learned about the digital transformation journey in government, capability uplift and how to overcome some of the challenges unique to government.