Digital NSW is a whole of government division that sets the digital strategic direction and objectives for NSW Government. Sitting within the Department of Customer Service, The Beyond Digital strategy drives NSW Government forward in becoming the world's most customer-centric, digitally enable government.
Digital NSW strategic direction has five key pillars to achieve this goal:
- Put our customer at the centre: Customers should only Tell Us Once, or better still, with their consent, we proactively anticipate needs, so they don't need to tell us at all.
- Build a strong digital economy: Invest in partnerships and innovation to improve productivity and maximise customer outcomes
- Engage and use data insights: make customer-driven decisions to create services that directly meet customer needs.
- Deliver safe and resilient services: seek outcomes that ensure customers and businesses are safe and supported.
- Develop capabilities for the future: invest in the people who will innovate, design and deliver great outcomes for our customers.
Digital NSW is made up of seven branches that drive the digital strategic direction forward:
Digital Strategy, Investment and Assurance
The Digital Strategy, Investment and Assurance team delivers a range of services to help NSW Government align on digital strategy, deliver projects, programs and solutions more efficiently, with transparency and cost effectively. These include:
Whole of Govt Digital Strategy and Enterprise Architecture
Beyond Digital (WofG digital strategy) sets the strategic directions and objectives for NSW to continue its exciting journey in becoming a leading customer-centric, digitally-enabled government. Underpinning this strategy we are identifying and establishing digital platforms to be used across departments, policies to increase digital asset reuse and reduce NSW legacy ICT debt, and services to help break down big problems to start small delivering value to our customer sooner whilst reducing risk.
Digital Restart Fund
A world first, the Digital Restart Fund centralizes the coordination and prioritization of digital products across NSW Government to drive digital transformation. This means that we can make sure we're funding projects with the greatest impact to customers in NSW at the right time.
Digital and ICT Investment Strategy (DIIS)
A whole of government strategy playing a key role in driving digital and ICT strategic alignment, transformation and investment across NSW Government.
ICT and Digital Assurance
An independent risk-based assurance framework that makes sure projects are on track. It involves Gateway Reviews and periodic health checks at key points in a project's life cycle.
ICT / Digital Sourcing
ICT / Digital Sourcing set whole of Government ICT procurement policies and frameworks, including the establishment and governance of the ICT services scheme, and the facilitation of innovation through innovation procurement pathways.
They establish and govern our partnership ecosystem (including whole of Government arrangements, purchasing arrangements and panels), drive and manage the ICT procurement savings program and govern our whole of Government ICT / Digital strategic partnerships such as Microsoft, Salesforce, SAP and Telstra. For service delivery and reform, their role is to transform, manage and maintain our whole of Government digital procurement ecosystem known as buy.nsw.
NSW Cyber Security
In 2021 the acceleration of remote working and digital adoption continued, with working from home now the new normal for many Australians. With the increased need for connectivity, alongside technological advancements and an evolving threat landscape, the NSW Government's cyber security environment changed significantly over the past 12 months.
Cyber Security NSW works collaboratively across NSW, Australia and with industry to minimise these and other vulnerabilities and risks to our systems, data and the privacy of our customers.
Our strong relationship with NSW Government departments, agencies and councils is vital. Every piece of information shared with Cyber Security NSW can be the missing piece of the puzzle to solving a current threat faced by NSW Government. The information we are given is often used to create actionable intelligence that helps keep our systems connected, protected and trusted.
NSW Telco Authority
NSW Telco Authority is a Statutory Authority within the Department of Customer Service, providing leadership on digital connectivity across NSW Government.
Telco drive innovation and collaborative delivery of telecommunications services that are world-class, affordable, resilient and allow NSW customers to participate fully in digital services and systems.
NSW Telco Authority manage the Public Safety Network (PSN) - one of the world's largest trunked radio networks. The PSN provides two-way communications for frontline emergency services to share information and coordinate their response in life-threatening events.
Government Technology Platforms
As a trusted central agency operating at a whole of government level, Government Technology Platforms focus is on core and common platforms. They design, develop and deliver customer centric digital solutions that makes interacting with NSW government effective, efficient, consistent and secure.
A large team of over 400 people that is structured by chapters of technical speciality, programs of work and platform support for our customers.
Spatial Services
DCS Spatial Services provides NSW's spatial and land information services. Our data products provide the foundation for NSW's mapping and spatial information systems and are used for building better services across the community, government, industry and the environmental sectors. Our functions include:
- Foundation spatial data products and services (SIX Maps, Spatial Collaboration Portal, topographic maps, aerial imagery and LiDAR)
- Emergency information coordination
- Survey operations (CORSnet-NSW, Survey Control Information Management System, State control survey, surveying legislation)
- Board of Surveying and Spatial Information
- Geographical Names Board
- Digital Services (printing and graphic design)
Digital Identity
The NSW Digital Identity and Verifiable Credentials Lighthouse Program is a whole-of-government multi-year program led by Department of Customer Service. The program is delivering a safe, secure and trusted digital identity ecosystem for NSW that will enable better customer service, reduce the cost of getting things done, and make government easier for our customers, partner agencies and NSW businesses through inclusive world-leading digital tools.
In 2021-2022, the program has been delivering foundational capabilities fundamental for the future of Digital Identity in NSW, including platforms, policies, legislation, trust frameworks and building trust via intensive engagement across general, vulnerable and business communities.
Pilot use cases will continue to be delivered throughout 2022, including digital proof of identity capabilities that will mean customers no longer have to visit a Service Centre to complete transactions and can instead digitally prove who they are anytime, anywhere. A Service NSW digital wallet will be launched, allowing customers to store, manage and share digital verifiable credentials such as the digital birth certificate or digital first aid certificate.
The program is also working with our federal colleagues, to ensure interoperability with the Commonwealth digital identity framework and with other states and jurisdictions.