[ad_1]
Deloitte has been appointed as one of three systems integrators for the next phase of myGov’s government successor GovDXP, bringing the firm’s total consulting bill to around $35 million so far.
Professional services giant Deloitte has started work on the latest phase of its updated government platform myGov, which it has named Services Australia along with two other unnamed systems integration firms. Branded GovDXP and inspired by big tech and social media, the government hopes the new platform will drive greater engagement and serve as a one-stop shop with features like a dashboard and profile, and links to services and forms.
“The Services Australia strategy shows that digital services are fragmented and difficult to use,” the Digital Transformation Agency said in its original call for systems integrators early last year. “There is no single platform where customers can access services and information relevant to their needs. Improving myGov will enable the government to deliver a more efficient model of delivering the information and services that people and businesses need, in a way that suits them.”
A veritable cash cow for consultants, Deloitte Digital has so far provided services for the Digital Transformation Agency and Services Australia in all phases of the project, generating approximately $35 million in the past year alone. Originally slated for a $1 million 90-day design and prototype sprint, the firm was then asked to create a beta model — a $10 million contract that eventually tripled. The latest contract is expected to be worth $4.6 million over six months.
“Deloitte Digital is one of a number of suppliers that will be involved in the systems integrator panel,” a Service Australia spokesperson confirmed, although it is unclear exactly why the award was posted on AusTender under the broad label of “IT services” without reference to the GovDXP project. The spokesman added that details of the two other panellists would be released in due course once “all aspects of the procurement process have been finalised”.
A group of preferred vendors will be responsible for integrating what has been dubbed “horizon two” of the project, with GovDXP sitting on top of the eight-year-old existing myGov website before it is eventually replaced. Customers have had access to a current beta for a limited set of government services since late last year, with the opportunity to provide feedback on the new platform, which was developed with Netflix, and a “recommend for you” user experience.
“This platform will bring together services, apps and other customer experience capabilities to provide users with everything they need,” the digital transformation agency said in a post last year. “It will work on a ‘Netflix’ model, giving users what to do next based on their previous interactions with government services – similar to Netflix’s ‘recommendations for you’.”
The DTA also talked about life event mapping, which integrates services “around the events that people experience” in their lives.
In addition to system integration contracts, service providers are now also being sought to provide core customer experience (CX) functions for the GovDXP platform, split between content management, experience delivery and data analytics – the latter of which will include agencies providing the ability to “access customer session records of digital service transitions’. Expressions of interest are open until early March, with bidders able to apply for full or partial packages.
Government spending on consulting on the current GovDXP platform has exceeded $40 million so far, with expectations to grow much higher over time. Along with Deloitte, one of the recipients was global consultancy McKinsey & Company, which received $1 million to provide a business case for the project, along with Australia-based international consultancy Nous Group, which was tasked with providing support and advice in its second phase. .
[ad_2]