Case Study: Department of Industry, Innovation and Science achieves improved, user-centric access to government services for Australian businesses with Avanade

Department of Industry improves services to Australian businesses

The Australian Government’s Department of Industry, Innovation & Science helps businesses grow and compete but found many companies struggled to find services and navigate the breadth of government information. To fix this the department launched the Single Business Service Programme and targeted its business.gov.au channel for a customer-focused redesign to deliver more personalised, mobile-friendly and easier-to-find information.

Avanade delivered the Digital Channel Transformation project using user‑centred design, agile delivery and cloud technologies (Sitecore on Microsoft Azure, Apache Solr, responsive design) to rebuild business.gov.au with a streamlined information architecture and advanced discovery tools. The new site improved findability and user satisfaction, demonstrated early federal cloud adoption and strong engagement—over 13 million unique page views and 80,000 contact‑centre calls handled in the past year, with user testing reporting clearer content and easier navigation.

Department of Industry, Innovation and Science

Clive Rossiter

General Manager for Digital Business Services