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Executive Summary
A few Australian organisations are starting to realise the benefits of shifting from a “project to product” approach in the management of their digital initiatives. ADAPT will describe the essential elements of this shift in the appendix.
Service NSW is an organisation that has adopted a product-based way of delivering value. In this case study, ADAPT speaks to Service NSW Digital Performance and Capability Director Georgos Papanastasiou about how the agency delivered digital services to millions of residents and visitors to the state. He discusses how the agency did this at a cadence and quality that was required.
Papanastasiou and the digital team learnt that:
- removing their reliance on external vendors and building an in-house capability to deliver daily change improved the quality of digital services for NSW citizens and businesses, particularly during the bushfires, floods and COVID pandemic.
- moving to a product-based approach to IT management helped the organisation better manage risk.
- shifting workloads out of the NSW government’s data centre and into the public cloud and using open-source solutions provided more flexibility to make changes to products as needed.
Adopting a product-based approach was particularly crucial during the management of the NSW bushfires in 2019/2020 and the COVID pandemic and other natural disasters that followed. In developing this case study, ADAPT also spoke with other technology executives across the NSW government’s Department of Customer Service. This transformation began in around 2017 and, while further progress is continuing, it was largely completed 2022.
