The Australian Renewable Energy Agency (ARENA) faced a challenge that is common for government agencies: an overload of information and resources that made it difficult to know which services were being used by its customers, and which were not. ARENA asked us to design a service delivery model that would increase the volume and quality of submissions to the agency.
ARENA needed to understand the full breadth of their capability in order to identify the areas that could be improved and should be prioritised.
The need for a transformation to their services came with the desire to successfully adopt a digital-by-default delivery. To be digital-by-default the services and system must be so convenient and straightforward to use that they become the natural and first place a user will go.