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The Australian Digital Experience Gap and the Public Sector

Earlier this week I hosted a lunchtime briefing where we explored key findings from the Australian Digital Experience Report (a report commissioned by SAP and released in mid 2015) and discussed the implications for the public sector. An important finding of the report revealed that customer experience is top of mind for governments of all levels, with 68% of agencies indicating that improving the customer experience is a top priority for the next 12 months.

A major channel shift is also underway: consumers today prefer to engage, interact, collaborate and transact via self-service websites, social media, mobile apps and devices. I opened up discussion by exploring what government can learn from leading commercial organisations featured in the study to design a citizen centric digital experience. I went on to highlight the different incentives for public and private sector services in the context of public value and shareholder value. The rich data from the survey provides valuable insight for government agencies as they undertake the digital transformation journey.

One of the key philosophies of the Institute is that for an initiative to be regarded as digital government, it needs to deliver demonstrable public value. For example, simply making a service available online is not digital government while using insight from digital data to eliminate the need for the service is transformational and value-adding. The diagram below, reveals the 13 characteristics found to be essential for a digital service to be successful. These characteristics are explained in more detail in the report. To find out more about the SAP Institute for Digital Government visit, follow us on Twitter @SAPSIDG and email us at

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