Transforming public service delivery through enterprise architecture

In the pursuit of creating thriving, connected communities, government organisations in Australia play a crucial role in enhancing the quality of life for Australians and ensuring sustainable development. These organisations support nearly 26 million people and contribute significantly to the country's progress and prosperity. However, supporting and enhancing their operations in a complex technological landscape presents unique challenges, with many government departments in Australia burdened with outdated, inflexible systems that are difficult to scale and adapt to new requirements. This is where enterprise architecture (EA) capabilities come into play, offering a structured approach to align strategic goals with technology initiatives. 

Navigating a complex technological landscape 

Government organisations often face a fragmented understanding of their application landscape. This can be due to data stored across numerous spreadsheets documenting applications for varied purposes without synchronisation, leading to the absence of a central source of truth. Without this clarity, aligning overarching strategies with technology projects becomes a daunting task. For some, the lack of a unified platform to provide visibility and insights into the organisation's architectural framework and its alignment with strategic objectives further complicates the situation. 

A state government department in Australia recently sought to address these challenges by enhancing its EA capability. Having previously implemented an on-premises EA solution and then migrated to a cloud-native offering to gain visibility over its architecture, the team decided to refocus its efforts and fully leverage the platform's collaboration capabilities.  

The immediate challenges were two-fold; firstly, validating and enriching the repository with up-to-date and comprehensive data, and then secondly, cultivating a culture of socialisation of the platform, enabling stakeholders to fully recognize and harness department-wide data and reporting benefits. 

By adopting a systematic and practical methodology, the organisation utilised key features of the cloud-native EA solution to address its challenges. Integration with existing systems and tools, such as ServiceNow, along with the use of Power BI reports, became essential for strategic planning and governance. Reports like the Business Roadmap and Application Portfolio Core Pack facilitated informed decision-making, aligning IT projects with strategic objectives. The value of the EA platform was recognised not just in its immediate impact but in its long-term contribution to the organisation's strategic goals. Its data security measures, assessed to a PROTECTED level by the Australian Government's Information Security Registered Assessors Program (IRAP), further affirmed its position as a superior tool in EA management. 

Establishing a central source of truth 

The implementation of an advanced EA platform led to significant improvements in understanding the application landscape, lifecycle management, and alignment of IT projects with business objectives. By creating a central source of truth, the organisation resolved the challenge of disparate information sources, established clear ownership of applications, and fostered consistency and accuracy across its operations. Key achievements included: 

• Establishing a central source of truth, 
• Identifying clear ownership of applications, 
• Aligning strategic goals with business capabilities to guide investment and resource allocation, 
• Transitioning from spreadsheet-based tracking of business initiatives, saving approximately 7-10 days of effort each quarter, 
• And retiring 41 applications, significantly streamlining the technology portfolio.

Moreover, the platform encouraged a cultural shift within the organisation. Teams began to consider how their work could benefit other teams, fostering a more collaborative and open approach. 

While the technical capabilities of an EA platform are critical, in this case, the full potential was realised through substantial buy-in and commitment from senior leadership. The success of a platform is intrinsically linked to its widespread adoption and utilisation across the organisation. With the State Government organisation, this underscored the need for a culture that embraced change and leveraged technology for strategic advantage.  

The transformation journey of this Australian State Government organisation highlighted the pivotal role of EA in aligning strategic goals with technology initiatives. By establishing a central source of truth and fostering a culture of collaboration, the organisation not only enhanced its operational efficiency but also paved the way for continued progress and innovation. The significant improvements in understanding the application landscape, lifecycle management, and alignment of IT projects with business objectives underscore the strategic value of EA in supporting the goals of Australian government organisations. 

According to Gartner's 'Accelerate Digital for Future-Ready Government' report, By 2025, it is predicted that over 50% of government agencies will have modernised critical core legacy applications to improve resilience and agility. To meet this the Federal Government is significantly increasing its investment in IT. This year, IT services spending is expected to rise by 8.2% to $48.84 billion. 

On a state level, in Victoria, despite a challenging fiscal environment, the state has continued to invest in digital infrastructure. NSW's focus is on continuing its digital transformation, especially in streamlining government services and integrating new technologies into public service delivery. In Queensland, the state has a comprehensive approach to integrating digital technology into public services, with a particular focus on improving service delivery, connectivity, and digital inclusion across the state. Queensland has committed significant funding, including a $200 million investment in its digital economy strategy over three years. This funding supports various digital projects aimed at modernizing government systems and enhancing digital service delivery. 

We look forward to seeing how the organisations that shape our lives develop in the coming years.