DTO works on whole-of-government service analytics

The federal government's Digital Transformation Office is looking at ways to draw together data from across agencies to better assess potential to improve service delivery.

The whole-of-government analytics approach will draw on web stats, anonymised application logs, social media and search statistics, and helpdesk, face to face and telephony statistics, a DTO blog entry stated.

"We're building a view of these analytics across the whole of government so we can improve the total experience of dealing with government," the blog entry stated.

"The data will feed into our reporting, user research and design work and our ongoing improvements program."

The data will be made available back to agencies through some kind of API.

Currently the DTO is working on a demo environment and focussing on data collection, including using Splunk, Sumologic and elastic search.

"Importantly, much of the data and analysis that we provide will be publicly available in aggregate via open APIs and public reporting," the blog entry said.

"We'll publish our code on the AusDTO github. Anyone is free to use or modify it and we'd love to collaborate in this space."

The 2015-16 budget included $95.4 million to the establish the DTO as part of a $254.7 million 'Digital Transformation Agenda'.

The DTO is intended to "deliver services that focus squarely on the customer," Communications Malcolm Turnbull said in a speech at the Cebit trade show earlier this year.

"The DTO has not been established to chase savings; they will inevitably follow if services are so efficient and easy to use that customers seek them out ahead of less efficient delivery channels such as over the counter," the minister said.

"The DTO will design services that are simpler and more straightforward. And they will be delivered digitally by default, meaning that anyone will be able to access services from start to finish online using their mobile device."

Early work by the DTO has included the development of a digital service standard.

The standard is intended to set out best practices for digital services provided by government agencies.

Copyright © 2015 IDG Communications, Inc.

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