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Jordan Hatch

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Services Australia

http://jordanh.net/posts/service...

A short post to share a quick work update.

This week I’m joining Services Australia as General Manager, Customer and Staff Digital Programs. The division brings together the teams responsible for digital experience across the agency, including myGov and digital ID.

Back in 2022, I worked on the myGov User Audit, and it has been great to follow the progress since then in making myGov easier, faster and more secure — such as the recent work on passkeys and registering a birth.

I hope to be a good steward to the great teams delivering these critical services for Australia, and to work across government to continue delivering incremental, useful improvements to the digital experience.

I will miss the brilliant team at the Department of Finance, where I’ve been on secondment for the past 18 months.

There are too many highlights to mention them all, but I am particularly proud of the team for landing a refreshed regulatory reform agenda in the 2023-24 MYEFO, delivering the digital statutory declarations capability in myGov, and working on a wide range of AI issues with our colleagues at DISR and the DTA.

28.7.2024 00:00Services Australia
http://jordanh.net/posts/service...

Regulatory reform

http://jordanh.net/posts/regulat...

Now the myGov user audit has wrapped up, I have joined the Regulatory Reform Division at the Australian Government Department of Finance.

I’m leading a new branch focussed on Regulatory Technology and Innovation and working with a great team.

I’m looking forward to working with regulators across government, including state and territories, and our growing RegTech industry in Australia. If this is you, get in touch and let’s have a chat.

29.1.2023 00:00Regulatory reform
http://jordanh.net/posts/regulat...

myGov audit

http://jordanh.net/posts/mygov-u...

Since September, I’ve been working on the “user audit” of myGov. We’re a small team supporting an expert panel, led by David Thodey. It’s a short sharp review: we started in September and we’ll be done and dusted by Christmas.

The audit is not just looking at the current myGov platform - the thing you use to sign into some federal government services. We’re going wider: thinking about the delivery of digital government services, including across jurisdictions. So lots to get stuck into.

You can make a submission to the audit until 10 November. If you use government services, work on government services, or help people use government services, please do.

Here’s the full terms of reference if you fancy a read.

31.10.2022 00:00myGov audit
http://jordanh.net/posts/mygov-u...

10 years of GOV.UK

http://jordanh.net/posts/10-year...

Photo: Early design concepts for GOV.UK before launch

It was 10 years today that we launched GOV.UK.

GOV.UK had been running in public beta since January 2012, but 17 October 2012 was the day we removed all the beta messages, switched off Directgov and Business Link, and GOV.UK became the nation’s website.

On launch day, the team gathered in Aviation House around a real-time dashboard of concurrent users, cheering every time we passed another 1000. I think we topped out around 10k concurrents on day 1, a number which has been eclipsed many many times over in recent years.

We had visits from Francis and Martha, and an giant plotter-printed letter of congratulations from Number 10. And cake, obviously.

Over the 10 years since, more than 300 agencies have transitioned to GOV.UK and more than 680 websites closed down. A lot of the technical debt incurred in the early years has been paid down with a more sustainable content platform and publishing tools.

Photo: Road signs counting down to the launch of GOV.UK
Photo by psd

When I talk with colleagues in Australia about GOV.UK, I am often met with mild derision - along the lines of “GOV.UK just does the content, that’s easy. We’re doing transactions.” To an extent, that’s true. Fixing the content about government services is far simpler than sorting out the technology behind the services themselves.

However, you can’t understate the impact GOV.UK has had on transactions. There are the more visible bits, like the GOV.UK Design System, that means every government transaction looks, feels and behaves like the rest of GOV.UK.

Look deeper and there is an underpinning mental model: GOV.UK is the start and end point of almost all transactions. It’s the home of the Service Manual and the brand of the common platforms like Notify, Pay and Forms. In turn, almost everything that looks like GOV.UK has been through a transformation process - the result of discoveries, alphas and betas, built upon rounds of user research and iteration.

The result is a ‘small pieces, loosely joined’ fabric of government information and services, without any single technology platform underpinning the whole. Within this ecosystem, mature digital teams have grown in each government department, all designing and building services that ‘fit’ in GOV.UK.

So, whilst there is lots for us to be proud of in the GOV.UK website, it’s the delivery model it has enabled that I hope will be GOV.UK’s long legacy.

Photo: GOV.UK 17 October mission patch
Photo by phae

17.10.2022 00:0010 years of GOV.UK
http://jordanh.net/posts/10-year...

Springbrook

http://jordanh.net/posts/springb...

In September, I had a couple of weeks of leave before starting on the myGov User Audit. We went up to the Gold Coast for a few days, including a day walking up in the hinterland at Springbrook National Park.

Photo: Looking out to the coast

Photo: Under the tree canopy

Photo: Walking below the waterfall

Photo: Peeking out from the trees

16.10.2022 00:00Springbrook
http://jordanh.net/posts/springb...

Week 123

http://jordanh.net/posts/week-12...

14.8.2022 00:00Week 123
http://jordanh.net/posts/week-12...

Week 122

http://jordanh.net/posts/week-12...

8.8.2022 00:00Week 122
http://jordanh.net/posts/week-12...

Weeks 120 and 121

http://jordanh.net/posts/weeks-1...

1.8.2022 00:00Weeks 120 and 121
http://jordanh.net/posts/weeks-1...

Week 119

http://jordanh.net/posts/week-11...

18.7.2022 00:00Week 119
http://jordanh.net/posts/week-11...

Week 118

http://jordanh.net/posts/week-11...

There was a six month break since the last week notes, sorry. Now it’s a new financial year. Let’s start again.

What’s happened over the last few months?

Our team has grown significantly. Across the whole program, we’re now about 350 people across 38 teams.

In the branch, we’ve just set up two new product teams: one team looking at making it easier to understand the rules and requirements for exporting (starting with reimagining the existing Manual of Importing Country Requirements) and another team looking at transforming the digital experience of the National Residue Survey.

The Export Service has grown too. Some of the highlights include:

In the spirit of agile comms we’ve written a few blog posts that have been published to the department’s account on LinkedIn. There is an index of all our blog posts here.

And, of course, our teams have now amassed plenty of mission patches:

What’s happened this week?

11.7.2022 00:00Week 118
http://jordanh.net/posts/week-11...
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