Social Services Digitalisation Playbook (SSDP)

The Social Services Digitalisation Playbook (SSDP) was developed by the National Council of Social Service (NCSS) aimed at providing systematic guidance on how Social Service Agencies (SSAs) can accelerate their digitalisation depending on their needs and digital readiness. It is the second iteration from the Industry Digital Plan for Social Services (IDPSS), which was first launched in 2021.

The SSDP follows the digital maturity framework used in the Digital Acceleration Index (DAI) study, and highlights four focus areas for SSAs’ digital growth. SSAs are encouraged to use the SSDP along with the DAI as key resources to chart their digitalisation journey and to realise our shared vision of being a digitally-enabled and future-ready social service sector.

Read the SSDP Executive Summary for more information.

Explore the Digitalisation Playbook

Get your guide to digital transformation and download the Digitalisation Playbook.

SSDP Four Focus Areas

SSDP has identified four focus areas for SSAs to plan and accelerate their digitalisation journey.

Key highlights of the refreshed SSDP

1. Single digital maturity framework - With the SSDP leveraging the same DAI framework, SSAs that have completed the DAI may use their customised give-back packs together with the SSDP to build a digital roadmap for their organisation.


2. Guidance on developing a mission-driven digital strategy – SSAs may follow the step-by-step guide and use the provided template to develop a digital strategy as a first step to digital transformation.


3. Taking a user-centred approach to transforming service delivery and operations – A journey-mapping template is provided to assist SSAs to document the end-to-end process and touchpoints, and to identify opportunities to improve the user experience.


4. Updated list of technology solutions – SSAs may reference the refreshed list for enterprise solutions and service specific solutions. Illustrative examples of digitalised services and operations are also included to help SSA envision how technology can transform their processes.


5. Recommended digital skills to build a digital workforce - Introduction of digital skill sets at a foundational, specialised and advanced levels to meet the training needs of SSA staff. Considerations for change and resistance management are also included to ensure everyone is on board the digitalisation journey.


6. Elements to improve data proficiency and enhance data governance – Initial exploration on the use cases of Artificial Intelligence (AI) within the social service sector, and guidelines to a holistic approach to cybersecurity and data protection.

Holistic Support to Strengthen SSA’s Capabilities

SSAs are encouraged to complete the Organisational Health Framework for Social Services (OHFSS) self-assessment to identify their strengths and areas for development. By taking a holistic view of their organisational health, SSAs can strategically plan their capability-building efforts to achieve sustainable outcomes.

The Digital Acceleration Index (DAI) complements the digitalisation domain within the OHFSS by providing insights into the SSA’s digital maturity across various building blocks such as digital strategy, digitalised service delivery and operations, digital innovation, people and ways of working, data and technology, as well as ecosystem collaboration.

SSAs may tap on the Transformation Sustainability Scheme (TSS) to support your agency’s development across key organisational capability areas and Tech-and-GO! (TNG) for SSAs to adopt innovation and technology.

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