DIA transformation programme tenders veiled in secrecy
- 20 October, 2017 09:00
Applicants for services such as New Zealand passports can expect fewer painpoints after a major service transformation programme at the Department of Internal Affairs
The Department of Internal Affairs is embarking on its massive Transforming the System of Service Delivery (TSSD) Programme, but keeping the details under wraps.
DIA issued a series of tenders notices this week requiring non-disclosure agrements to be signed by potential providers before the tender documents were released.
Normally, such documents are lodged on the Government Electronic Tenders website (GETS), but not in this case.
The tenders cover identity and access management, a customer centred management solution and enterprise integration.
"Through this innovation centred programme, DIA is seeking to deliver services in more joined up, effective ways, including over digital self-service channels," a notice released ahead of the tenders stated.
The TSSD project, which will transform interactions with the public from a product-centric to customer-centric model, is being monitored by Treasury under its major projects monitoring regime.
In its latest report, Treasury gave TSSD an amber rating, meaning successful delivery of the project against budget, schedule, scope and benefits, appears feasible, however, significant but manageable issues exist requiring management attention.
The scope of the transformation includes services and products related to life events such as births, deaths, and marriages, identity; citizenship and name changes, and passports and travel documents.
DIA's Maria Robertson, deputy chief executive service delivery and operations, said the department wants to hear from the market about what they can offer customers to help all New Zealanders get easier access to DIA's services.
"Our approach is a reasonably standard one given that the RFP documentation contains sensitive information on things like our IT systems, database profiles and the current architecture that supports our core identity services and protects the security of peoples’ personal information," she said.
"We think this is a really exciting opportunity for national and international suppliers to demonstrate how they can work with us to bring our vision to life."
TSSD is being undertaken to achieve goals set out in the government's Better Public Services programme. In August, Minister of Internal Affairs Peter Dunne released a plan to ensure 80 per cent of transactions for the twenty most common public services would be completed digitally by 2021.
“It is about people having easy access to public services, which are designed around them, when they need them." he said.
“We have made great progress but we need to do more and we need to go faster. The action plan, including a refreshed vision and a new target will help us do that.
"People contact government for an outcome, not just to receive a particular service. They want to renew a passport because the want to travel; they apply for an Inland Revenue number because they want to work.
"Yet the more people have to deal with government and the, more agencies they have to deal with during one transaction or service, the more pain points they experience. The way forward will see services more joined up. It will be simpler and less cumbersome."
DIA, which last month announced a new unified site for government digital transformation initiatives, will provide an interactive briefing for pre-registered suppliers on 25 October.