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National Council of Social Service

Social Services Digitalisation Playbook

The Social Services Digitalisation Playbook guides social service agencies in advancing digitalisation, using the DAI framework to build a digitally-enabled, future-ready sector.

Last updated 4 December 2025
Three colleagues smiling and high-fiving in a bright office setting. NCSS social services digitalisation playbook.

Overview

The playbook was developed by 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 playbook 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 playbook 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.

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

Read the SSDP Executive Summary for more information

Four focus areas

The playbook identified four focus areas for SSAs to plan and accelerate their digitalisation journey.

Illustration of the NCSS social services digitalisation focus areas.

Key highlights of the refreshed playbook

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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

Woman leading a discussion with sticky notes on a glass board. NCSS orgnisational health framework social services.

Organisational Health Framework for Social Services

Complete the self-assessment and identify your organisation's strengths and areas for development.

Hands working together over notebooks and pens

Transformation Sustainability Scheme

Tap onto the funding to support your agency's development in organisational capability areas and Tech-and-GO! programmes.