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DigitalTransformationattheATOAconversationaboutthedesignimperative:creatingvaluethroughevolvedoperations
CraigFoxDeputyCommissioner(Acting)
ServiceOperations,ATO
JustinBarrie,MelEdwardsPrincipals
DesignManagersAustralia(DMA)
Howdoweshiftfrom‘servicemanagementofsystems’to
‘runningthebusinesswithITservices’?
DesignManagersAustralia(DMA)storywiththeATO
HowmightwerunasanITservicemanagementbusinesssupportedbyamulti-vendorenvironment?
Howdoweensurethatour‘runthebusiness’meansthe
experienceandperformanceofthoseservicesisrunningoptimallyanddelivering
outcomesforbusinessownersasdesignedandbuilt?
Howdoweevolveourcapabilitiesfrom‘dataandinformation’to‘insight
andintelligence’?
Howdoesatechnologyviewmovetowardsaservice view?
Howdowemeasureservicesarehealthy,servicesare
contemporary?
StrategicIntent• Isitunderstood?• Doesitflowthroughthe
waywework?
OperatingModel• Isitdrivingtherightdecisions
aboutwhatwedo?• Havewegottherightcapabilities
andpeopleintherightplaces?
ServiceDeliveryArchitecture• Connect<>Interact<>Transact<>CompleteIsthisarobustmethodology?•Doesitsupportdelivery?
HowdoourstrategicopportunitiesTransformIT
Services?
Howdoweaddvaluetobusinessthroughsolutions,notjustresolvingincidents?
AustralianTaxOffice(ATO)story
Digitalis:• Changing ourapproachtosupport.• Changing ourapproachtosourcing.• DrivingWorldClassInfrastructure.• Shaping productionoperations.
Changeiseverincreasing,somustweevolve.Thatcanmeanoneoftwothings:
1. Howdowebuymore?2. Howcanwecreatemorevaluefor
theorganisation,beyond“infrastructureprovisioning”?
Thedesignimperative
Today:Exploringthedesignimperativethroughconversation
Clienttransactions,relationship,service
OperatingModelwhodoeswhat,when,
whereandhow
Eco-systemrelationshipstovendors,otheragencies,emerging
Valuewhatweofferandwhy,howwe’remeasured