The Digital First Service Standard has been published by the Scottish Government. The standard, “describes the minimum standard required when delivering a citizen-facing, online service, that will be provided via mygov.scot.”
The Murdoch University PhD thesis, Changing worlds : the resettlement experiences of African migrants in Australia and an evaluation of current support services (PDF 1.9MB), “investigated the resettlement experiences of … African migrants to Western Australia …” including evaluating migrant support services.”
The blog post, What is the citizen experience in the 21st Century, discusses the expectations of citizens from government and examples of government strategies to deliver on expectations.
The paper, How to meet liquid expectations in digital government (PDF 3.8MB) identifies, “three key questions public service agencies must ask to drive seamless user experience.”
The IBM Center for the Business of Government have released the report, Managing risk, improving results : lessons for improving government management from GAO’s high-risk list (PDF 1.9MB). The report provides a, “roadmap for improving performance throughout government” and identifies both causes of risk and solutions.
The Office of the Australian Information Commissioner has released the draft paper, Guide to big data and the Australian Privacy Principles (PDF 450kb) for comment. The consultation period for comments closes on Monday, 26 July
The working paper, Case studies for collaborating for better public services, examines the The New Zealand Better Public Service Results reform initiative and, “uses case vignettes selected by public servants … to identify features of successful programmes.”
The Information Technology Strategy for the Victorian Government 2016-2010 (PDF 3MB) has been released. The four key priorities addressed in the strategy are:
- Information and data reform
- Digital opportunity
- Technology reform
- Capability uplift
The document, Annual Progress Report on the Public Service Reform Plan 2014-2016 (PDF 2.3MB) has been released by the Department of Public Expenditure and Reform in Ireland. The report includes a section entitled, A focus on service users, which, “sets out progress in strengthening the focus on service users. It brings together a selection of examples of reform from across the Public Service to illustrate how the implementation of the crosscutting themes in the Reform Plan, as well as initiatives in individual organisations, are delivering improved customer experience.”