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Partners in Technology The briefing provided an update on Queensland Government ICT procurement and what this meant for industry when tendering and providing services to state government. The One-Stop Shop plan and opportunities for industry participation was discussed in line with the October 2013 release of the plan, committing the Queensland Government to deliver simpler, clearer and faster services for all Queenslanders. Lastly, an overview of the Department of Communities, Child Safety and Disability Services significant business reforms, major and operational business systems, the ICT enabled forward program of work and the future directions and challenges that face the department was presented. Presenter: Fiona Armstrong - Executive Director, Customer Contact Division, Smart Service Queensland
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Fiona Armstrong Executive Director, One Stop Shop Strategy & Implementation Office
Presentation to PIT Briefing 14 February 2014
Making Government Services simpler, clearer and faster
We will transform:• How we listen to customers and design
service experiences to meet their needs
• How customers access services• How we deliver servicesWe will deliver:Better service for customers & improved productivity for Government
• Premier’s election commitment• Best practice worldwide • Changed customer expectations • Government as an enabler – not doer• Focus on increased productivity • Business as usual not a sustainable option• Approach is in line with the Queensland Plan
• Collaborative, open• Flexible, innovation• Partnership• Different models• Focus on outcomes and improving
customer experience
• Exemplifies government values• Links with ICT Action Plan
“a fresh approach to the way we work and a customer-focussed culture” Better ways of working
Drivers for change
Time for a new approach
• Whole of Government approach
• Focus on customer outcomes and experience
• Co-creation with customers, agencies & partners
• Contestability & mix of service providers
• New thinking for a new environment
Win: Win benefits
Increase online & reduce costs
• Over 90% of current transactions are general enquiries & simple transactions – Majority of customers want to access these online – Currently 30% services have transactions online– $10-$15 saving for each online transaction compared
to call/visit– Move to digital first approach
• Service Roadmaps identify improvement schedule for every service
• Agency online migration roadmaps prepared• Progress will be reported on One Stop Shop dashboard
Target for 2014• 100 new basic online transactions – up 15% (to 45%)• Information about services so customers can answer general enquiries on qld.gov.au – up 60% (to 100%)• Improvements to channel usability, efficiency & resilience • Business case for phase 2 online services
Channel Roadmaps• Maps how services are delivered
currently and opportunities for improvement
• Phase 1 “low hanging fruit”• Phase 2 streamline more complex
services• Continual improvement from
customer feedback and take-up
Simplified access & more efficient• Reducing the cost of service provision by
reducing duplication, removing agency siloed channels and adopting a digital first approach
• Currently variable and fragmented experience across channels, services & agencies
• Aim: Make it easier - Seamless access for customers irrespective of service provider
Target for 2014• One customer log-in & authenticated account available • Pilots implemented for community-based service outlets • Improved first contact referral & resolution• Create consistent, simplified approach that supports range of service providers & any device• Better analytics & performance information for better decision-making
Current customer access channels
500+ government websites 300+ general service counters (700+ inc Police)
100’s of 1300 phone numbers & 16 Contact Centres
100m+ transactions per year
Over $400m annual spend in channels
Cost to serve $15-$50 per interaction
Better experience & reduced duplication• Designed to improve customer
experience– reduce duplication & avoidable
contact– improved first contact resolution– joined up services
Target for 2014• Tell us once – pilots delivered for feedback/complaints and change of address• Pilot new channels – social media & click to chat• Service Outlet Pilots – new co-designed models for delivery
Design Principles:
Customer Centric
Collaborative
Contestability
Co-creation
Change to digital first
Communication
Clear outcomes
Continuous improvement
Outputs:
Framework
Engagement
Availability & Take up
Alternative models
Pilots
Process streamlining
Enabling tools & capability
Shared architecture
Dashboard
Business case
Future: customer at the centre
Service delivery - ICT landscape
Fro
m
Channels & services underpinned by different technologiesFragmented informationMixed & ageing systems Customised & limited shared solutionsLimited online transactionsCommon User Experience implemented across information franchises, consultation, payment & open data on qld.gov.auLimited information & analytics
ToMultichannel InteroperabilityConsistent shared informationConnected & agile systemsShared & CloudDigital first Consistent UXMulti-channel analytics
Program for 2014
• Incorporates agency & externally delivered projects.
• One stop Shop dashboard –progress tracked
Increase online services & information• New services & information• Improved experience• Mobile & Multichannel
Consistent experience & better analytics• Shopping mall - Policy & Standards• Workforce Planning• Performance & Benefits• Customer Experience• Channel Mgt• Implementation
New Whole of Government Capabilities• EA capability assessment & strategy• IDM• People & Services Directory• Pilot New Channels• Tell Us Once • Business case CRM & online phase 2
Service Outlet Pilot• Community engagement & options assessment• New models pilot• POS
Partnering Queensland Government
We will be looking for:• Customer centric, agile, innovative ideas to deliver
better services• No “one big solution”• Interoperability & joined up thinking• As a service & shared solutions• Digital first & process streamlining• Inspiring best practice & learning from other
organisations
Next steps
Thank you Fiona ArmstrongOne Stop Shop Strategy & Implementation Office, DSITIAFiona.armstrong@dsitia.qld.gov.au
• How can you partner with us on our journey?
• We will be using– range of procurement
techniques– SME Innovation
approach – Innovation portal
• Looking for a broad range of skills & solutions
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