ServiceWA app’s future to be developed in new business case

Brandon How

The future of the ServiceWA app will be considered as part of a new whole-of-government service delivery business case in Western Australia being prepared by Deloitte.

The ServiceWA Future State Business Case would “review a range of unified service delivery models” including the ServiceWA app, a spokesperson for the state’s Department of Finance said. The app “has been proven to be an effective whole of government channel to incrementally build digital services”, the spokesperson said.

The ServiceWA service delivery reform program is run through the state’s Finance department, which will pay Deloitte $440,000 for work between July and December this year.

It builds on a previous Deloitte contract in which the global consultant developed the ServiceWA Service ‘Strategy and Baseline’, for which it received $438,000 for three months’ work between November 2022 and February 2023.

ServiceWA App. Image: Gian De Poloni/ABC News

Building on the success of the ServiceWA centre in Bunbury will also be considered in the new business case. The centre has operated since 2020 and delivers 80 services across five state government agencies.

In April, the Western Australian government launched the ‘Future State: Accelerating Diversify WA’ strategy which highlighted “global export opportunities” for the state.

Development work on the ServiceWA app was initially provided by local software developer GenVis, with another local firm Adapptor also brought into development work earlier this year.

The most recent $3 million contract on the program was awarded by the Department of Premier and Cabinet, which houses the Office of Digital Government.

The developers are currently working on a ServiceWA wallet, digital credentials, a search capability for occupational licenses, and general refurbishment.

By the end of the year, the government expects to roll out digital credentials for a seniors card, recreational boat and fishing licenses, occupational license search, and Emergency Department wait times.

The Western Australian government’s Digital Strategy Roadmap 2023 also flagged plans to launch a ServiceWA desktop portal and business portal in the future.

Federal Government Services minister Bill Shorten is advocating for deeper collaboration and integration between the digital government services offered by federal, state, and territory governments. Earlier this year, he told that integration between the myGov and ServiceWA apps is “a work in progress”.

Do you know more? Contact James Riley via Email.

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