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Strategy

21.  Achieving the vision will require three key transformations:

1. Services enabled by IT must be designed around the citizen or business, not the provider, and provided through modern, co-ordinated delivery channels. This will improve the customer experience, achieve better policy outcomes, reduce paperwork burdens and improve efficiency by reducing duplication and routine processing, leveraging delivery capacity and streamlining processes.
2. Government must move to a shared services culture - in the front-office, in the back-office, in information and in infrastructure - and release efficiencies by standardisation, simplification and sharing.
3. There must be broadening and deepening of government's professionalism in terms of the planning, delivery, management, skills and governance of IT enabled change. This will result in more successful outcomes; fewer costly delivery failures; and increased confidence by citizens and politicians in the delivery of change by the public services.