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, [email protected]
• 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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