Government Technology Platforms – Licensing

  • Product Design
  • Service Design
  • UX Design
  • UI Design
  • Agile Coaching

GTP provides the NSW Government clusters with award-winning digital solutions that are transformative, secure, scalable and most importantly customer centric. Managed by the NSW Department of Customer Service, our services are now available to all agencies to use ‘As-a-Service’ when seeking digital solutions and advance technology platforms.

 

The Opportunity

We were engaged by Government Technology Platforms to design and deliver a new Noticeboard/Portal for their client Liquor & Gaming NSW.  This new Noticeboard/Portal will be used by the public to access, view and apply for liquor and gaming licences. A big part of this engagement was also to introduce and uplift the Government Technology Platforms and Liquor & Gaming NSW teams on new ways of working.

Objectives:

  • Improve the current Noticeboard using a customer-centric approach including user research, service design, product feature design and validation.
  • Provide mentorship and outputs in relation to new ways of working throughout this project for Government Technology Platforms project teams.
  • Implement the NSW Government’s new Digital Design System, the first implementation of the new system.

What We’ve Done

We assembled a multidisciplinary team including product and agile consultants and product and visual designers to work across representatives from Government Technology Platforms and Liquor and Gaming NSW.

We engaged across four phases before reaching the delivery phase. We started with a discovery phase to extract and map the current offering, then a service design phase to map the ideal state, then created a product roadmap for short and medium-term feature development. We then moved into design and testing solutions and assumptions with key users and customers over three rounds of testing in order to validate and prioritise the desired design features for the following delivery phase.

 

What We Learned

Through our processes of mapping out the current and future state, we identified key areas for improvement:

  • Consolidation of the Noticeboard onto Government Technology Platforms technical infrastructure for real-time data and updates. 
  • Expansion of the current Application Portal capabilities to support more of the application lifecycle.
  • Integration between the Noticeboard to Salesforce and their internal tools to allow for automatic and real-time workflow and documents management. 

 

The Outcome

Product and team wins.

In collaboration with Government Technology Platforms, we designed a scalable, robust and extensible infrastructure for faster development time and integrations in future phases while maintaining business continuity. We designed and tested with community members a more user-friendly and accessible experience that conforms to the new Digital Design System.

We also improved the submission triaging workflow for L&G staff while increasing productivity for community members who frequently lodge submissions. 

The project is now live and can be viewed here, https://lngnoticeboard.onegov.nsw.gov.au

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