The challenge
Collaboration
The project team from the UTS Human Technology Institute collaborated with Service NSW to develop independent expert advice that proposed a governance framework and training strategy to support Service NSW and the Department of Customer Service in developing and rolling out a safe, reliable, and responsible Digital ID system. Working across several Service NSW teams, the project team harnessed the expertise of a range of stakeholders, including technology vendors, independent experts and community members.
In a nutshell
As our work evolves, there is great value in having an open conversation with leading experts about the way we deliver this technology to help communities understand the value and assure them of the steps we are taking to build trust in the community around Government services and digital ID initiatives.
The Hon. Jihad Dib MP, Minister for Customer Service and Digital Government
As our work evolves, there is great value in having an open conversation with leading experts about the way we deliver this technology to help communities understand the value and assure them of the steps we are taking to build trust in the community around Government services and digital ID initiatives.
The Hon. Jihad Dib MP, Minister for Customer Service and Digital Government
JMI's Policy Challenge Grant enabled us at the UTS Human Technology Institute to provide the NSW Department of Customer Service with independent expert advice as it seeks to build the best, safest and most secure system for digital ID… JMI's support also enabled HTI to amplify our impact more widely, including through a successful co-hosted roundtable that brought together industry, community and government experts from jurisdictions across Australia. We are deeply appreciative of JMI's cooperative, collaborative approach and its like-minded commitment to creating real policy impact for the public good.
Professor Edward Santow, Co-Director, UTS Human Technology Institute
JMI's Policy Challenge Grant enabled us at the UTS Human Technology Institute to provide the NSW Department of Customer Service with independent expert advice as it seeks to build the best, safest and most secure system for digital ID… JMI's support also enabled HTI to amplify our impact more widely, including through a successful co-hosted roundtable that brought together industry, community and government experts from jurisdictions across Australia. We are deeply appreciative of JMI's cooperative, collaborative approach and its like-minded commitment to creating real policy impact for the public good.
Professor Edward Santow, Co-Director, UTS Human Technology Institute
The HTI project team with Lenka Bradovka, Executive Director Identity.NSW and JMI staff at the JMI-HTI policy roundtable in November 2023.
Policy insights
As part of its independent expert advice to the NSW Government, the project team developed ten principles to inform the governance framework for NSW Digital ID, focusing on four key areas: user protections, performance standards, accountability and oversight, and interoperability.
These principles underscore the importance of relying on more than just state-of-the-art technology. Good digital service delivery requires a systems-wide approach, including clear guardrails, effective governance, skilled staff, and placing human rights at the centre of policy design and decision-making.
How we are creating change
In a world characterised by digital disruption, it is vitally important to harness diverse, deep expertise to help policymakers navigate new challenges and opportunities as they emerge. Through extensive engagement with policymakers, this project boosted collaborative relationships for policy development and contributed to building public sector capability in NSW.
The significance of the project’s findings extends well beyond NSW. The NSW Government is a leader in digital government services and is well-placed to share its learnings widely across jurisdictions. That is why the project team organised a policy roundtable with the support of JMI that brought together representatives from other jurisdictions around Australia to discuss how to collectively build public trust and confidence in digital ID systems.
