4.1: Service capability and maturity

Measure the extent to which the government has the necessary capabilities to deliver the vision, and will assess the maturity of these capabilities.

Other Information:

The government will measure the extent to which it has the necessary capabilities to deliver the vision, and will assess the maturity of these capabilities, using the Delivering Australian Government Services—Service Capability Model, which lists the elements of the government’s service delivery capability. This stocktake will identify strengths and address any revealed gaps and weaknesses in capability and maturity. The stocktake will cover the following service delivery requirements: people, business processes, business continuity, physical facilities (non-ICT), information and communication technologies, knowledge and information management, accountability and governance. This model provides an agreed language to describe, build and improve all those things that enable an agency to deliver efficient and effective services. It will be applied across government to ensure online service delivery is enabled by the maturity of departments’ and agencies’ capabilities.

Indicator(s):

Indicator:1

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