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Digital opportunity

Why is this important?

With the increase in connected, digital devices in the hands of citizens there is a growing expectation that these devices can be used to interact with government at any time including outside of business hours.

In response to the expectations and needs of citizens, the Victorian Government aims to provide timely access to information and services 24/7 through a range of internet enabled devices. We aim to provide easy and convenient access to information and we are taking a ‘Digital first’ approach to ensure that systems and services are appropriately designed and provides the ability for a wider range of Victorians to engage with government on their terms.

Digital collaboration with a greater number of stakeholders, including citizens, government and businesses, leads to greater insights and the creation of policies and services that are designed with users at the centre. The shift to digital services will make government more accessible to citizens while lowering the cost of service delivery. It will also support information and data reform by allowing citizens to update their information when convenient to them.

Key focus for 2019-20

There has been significant progress in digital opportunity over the last three years of the IT Strategy. The evolution of online service delivery through Service Victoria and Single Digital Presence, as well as the consultation and collaboration platform Engage Victoria, have significantly changed the ways in which the Victorian public interacts with government.

In 2018-19, a key highlight was the development of a technology architecture vision across all the systems involved in the delivery of family safety services. A model for how to respond and plan for other cross-sector initiatives is currently being developed leveraging this work.

In the final year of this strategy, the focus will be on continuing to enhance government’s digital presence and improving citizen engagement. This will include prototyping solutions in targeted areas of digital disruption and digital opportunity to identify innovative ways to deliver more accessible and effective government services.

With the increase in the government’s digital presence, it is also necessary that we take steps to evolve digital standards and online tools. These will support the creation and continuous improvement of user-friendly digital services for citizens.

On-the-ground changes will continue to be seen and experienced by Victorians, and the ease by which they can interact and transact with the government will continue to improve.

Case study: Implementation of myLearners application

As our lives become increasingly busy, and our time more valuable, government services need to be flexible, convenient and easier to use. VicRoads has launched an innovative digital log book application to help young drivers to progressively organise driving sessions that match their experience.

The myLearners application replaces the paper-based log book that learner drivers use to record the 120 hours of driving that are required before sitting for a licence. The myLearners application is accessible by learners and their supervisors, with a myVicRoads account, from both iOS and Android devices. Learners can invite multiple supervisors via the application, which then enables supervisors to view and approve driving hours.

The myLearners application is supported by a new myLearners website that provides top tips for lifelong safe driving behaviours and prompts learners and their supervisors with road safety and safe driving information relevant to the stage of the learner driver’s experience.

The myLearners application gives learners the tools they need to be able to:

  • log and track their hours on the application, no matter where they are
  • keep track of progress as they work towards solo driving
  • seek help and information to form lifelong safe driving behaviours

Learners who already have a paper log book have the option to transfer their hours to the myLearners application. Once the hours have been transferred, learners can continue to use just the application moving forward.

Since its launch in December 2018, the application has already been used by over 40,000 learners.

The application also provides an opportunity to collect data that will be used as input in to the development of future road safety policies.

To find out more about the myLearners app, please visit the website at:

Woman in front of laptop

Case study: Police Assistance Line and Online Report (BlueConnect)

Victoria Police successfully launched the Police Assistance Line (PAL) and Online Reporting (OLR) services as part of a broader digital transformation initiative known as ‘BlueConnect’. The initiative aims to modernise Victoria Police and keep police members connected, agile and responsive to the evolving nature of crime and community expectations.

The PAL and OLR services provide two additional channels for the community to seek advice and report non-urgent crime events and lodge general police enquiries. These new channels are available 24/7 and can be accessed from any location using a phone or internet enabled device, providing greater convenience for citizens.

The introduction of the PAL and OLR will have a widespread impact:

  • for Victoria Police it means a modern policing service with improved efficiencies in front line policing
  • for Victoria Police members it means having more time to focus on local priorities and high-value policing
  • for the community it means an easy and convenient way to engage with Victoria Police, plus improved efficiencies in how their information is managed
  • for Victoria Police partners like the Emergency Services Telecommunications Authority and CrimeStoppers it means they can focus on their core services knowing that PAL and OLR is servicing public needs for non-urgent crime

A public-facing 12-month advertising campaign, “When you need us, but not the sirens” was simultaneously launched across traditional and digital media channels to actively promote the new reporting platforms to all Victorians.

To find out more about these services, please visit

2016-2020 IT Strategy journey

  • Citizen-facing API Gateway successfully piloted with VicRoads


  • Core technology platform delivered to launch Service Victoria


  • Launched the Engage Victoria platform – 75 consultations now underway


  • Roll-out of Office 365 commenced


  • Digital First Strategy developed


  • Service Victoria successfully launched with 10 improved services available


  • Implemented the Identity and Access Management Governance Model


  • Commenced development of WOVG IT vision and Strategic Roadmap for family safety technologies


  • 7 additional services added to Service Victoria


  • 16 delivered action itms


  • Extend Family Safety Enterprise Architecture to represent intersectional characteristics


  • Increase and improve the Vic Gov digital presence & prototype new digital solutions to government problems


  • 5 actions to be delivered