South Australian Government ICT Strategic Plan Oct 2007Priority 1: Channels and Access describes a single entry point for the three channels of communication. For the internet channel, this means a consolidated web presence for government, delivered through a single internet entry point based on a ‘Franchise’ model of service delivery.Franchises are based on customer-focused groupings of services and information, akin to a topic such as ‘Seniors’ which covers all related service delivery information regardless of the department. A CEO is responsible for a Franchise, and delegates responsibility to an ED to chair a project board, with executive representation from all relevant departments.The CEO recruits a team to manage the review and consolidation of all appropriate content. Informed by a reference group representing the target audience, relevant content is re-written, irrelevant and bureaucratic content is removed, and gaps in content are filled. Where relevant, this includes linking to other tiers of government to provide the full picture.All content is owned and approved by the business unit responsible for the information, who undertake to ensure it is kept up to date and accurate.The central team is responsible for the infrastructure, information architecture, writing style, and end user feedback. The Chief Editor manages the quality of the content, ensuring consistent style and adherence to international accessibility standards. The result is a seamless experience for the customer, moving through content owned by various agencies across government to meet their needs.
The site is designed for high accessibility. The clear, uncluttered approach conforms to international accessibility requirements and is based on research that tells us people don’t want glamorous government sites – they want to get in, do their business and get out.Departmental branding is removed, as information is presented by topic, independent of the structure of government. Content may be accessed from multiple places but has only one source, with no duplication.
As of March 2012, the breadth of agency involvement.
A good example of the sharing of content across departments and Franchises:The Seniors’ Franchise has a sub-topic of Transport options for older people. The content is actually owned and written by the Transport Franchise, based in a separate department in government. Similarly, the Disability Franchise uses Transport content relevant to their target audience.
Although the site is very simple and highly text based it does link to more dynamic content in campaigns (top right hand panel). These sites are short term (6-12 months) and approved and managed through the Department of Premier and Cabinet Strategic Communications Unit.
Once the core information has been developed there is an opportunity to start to introduce richer content. This example is an interactive visual tool used to explain energy efficiency. Citizens can conduct a self-audit, receiving up to date and accurate information, that can save them money.(For a national audience: the tool was built by the Victorian Government and shared with SA. This demonstrates the power and cost-effectiveness of cross-jurisdictional relationships, re-using the best of what’s been built instead of reinventing the wheel.)
The energy efficiency audit also demonstrates the effectiveness of cross-agency collaboration in SA. It is hosted on the site by the Energy Franchise (DTEI) and can be printed out as a brochure as required – by customers or other agencies. This ‘just in time’ printing is more cost effective, ensures currency and minimises wastage. The partnership with the other franchises resulted in a mailout to public housing tenants (Department for Families and Communities), local government and not for profit organisations.
Again material that doesn’t sit in the site is useful. In this case Google maps of community services developed by the Department for Communities and Social Inclusion is being extended to include school intake boundaries for the education section lead by the Department of Education and Child Development.
Up to now, the focus has been on ‘information’ - which is appropriate because that is what the public are mostly seeking. However underpinning the site is Bizgate, the payment gateway which enables collection of $1 billion of government fees and charges per annum through its shared service infrastructure.Online payment is a very cost effective way for government to transact. Savings realised through channel management of these proportions releases funds for higher quality service delivery across government - for instance case management.
The next step after the website release was to look at good use of mobile applications. The initial release of motor registration renewal on iphone and android saw 32,000 uses in only 4 weeks and was the Apple employee pick nationally for several weeks.38,795 app downloads (as at 18/12) current download rates we will reach 40,000 downloads by NYE.
Release of the SmartPhone app enabled easy access to information. Whilst the business need driving development of the app was to provide drivers with information about whether a car was registered, South Australians have found other uses for the app to solve their own business and personal needs. This example shows the use of the app by petrol station attendants to check registration plates against car make, model and colour if there appeared to be a risk of petrol theft. If plates don’t match , the attendant disables the bowser to avoid theft and the inability to recover the cost.
In this example, a cyclist was the victim of a hit and run. He got the make, model and colour of the car and quickly took note of the registration plate. However, when he reported it to police it didn’t match the car. After posting his story on the Adelaide Cyclists site a fellow cyclist suggested he use the app to check the registration. He found he had transposed a digit – was able to make a match and go back to Police with the correct details, leading to identification of the driver.These examples demonstrate SA Government enabling citizens to solve their own (often unanticipated) issues through the provision of timely and accurate information, through the right medium.
Twitter used to promote sa.gov.au by: providing key information and linking to content providing topical and current information (eg road closures) demonstrating collaborative view by retweeting others receiving feedback, reviewing and responding in real time ‘listening’ to conversations about government and providing information (internal & external)
Irishman Gerry McGovern is considered by many to be a content guru and international thought leader in this space
Even with the strength of Google search the bulk of the governments’ websites are ineffectual. For the 18 months sa.gov.au has been active the shape of the graph has barely altered. The 10 busiest sites continue to dominate with almost 50% of the traffic. What has changed over the same period is sa.gov.au has steadily moved to the dominant position, so it means even if there is only a small amount of material in a particular topic area it is that which Google will find first. In the list of top 10 is Bizgate – a payment gateway application that demonstrates another area of consolidation which is discussed later.The top 10 also includes two major sites that are currently being rewritten into sa.gov.au (Transport and Eduction).
sa.gov.au – the one-stop SA Government website
Barb Kempnich Chief Editor eGovernment DirectorateOffice of the Chief Information Officer 14 March 2012
South Australian Government ICT Strategic PlanPriority One: Channels and Access
Agencies’ business Operational: Seniors – (Department for Health and Ageing) Carers – (Department for Communities and Social Inclusion) Housing, property and land – (Department for Communities and Social Inclusion) Community groups and volunteers – (Department for Communities and Social Inclusion) Transport, travel and motoring – (Department of Planning, Transport and Infrastructure) Disability – ((Department for Communities and Social Inclusion) Business, industry and trade – (Department for Manufacturing, Innovation, Trade, Resources and Energy) Water – (Department for Water) Energy and climate change – (Department for Manufacturing, Innovation, Trade, Resources and Energy) Aboriginal employment - (Department of Further Education, Employment, Science & Technology) Education and learning – (Department for Education and Child Development) In Development: Primary Industries - (Department of Primary Industries and Regions) Employment – (Department of Further Education, Employment, Science & Technology) Citizens and your rights - (Department for Communities and Social Inclusion) Not yet started: Crime, justice and the law Emergency, safety and infrastructure Health and wellbeing Arts, sport and leisure Finance
sa.gov.auTransport information within Seniors topic
sa.gov.auEzyReg – license and registration renewals
Applications for mobile devicesEzyReg iPhone and Android application
Community benefitsPublic adapting social media tools to their benefit
Community benefitsPublic adapting social media tools to their benefit
Social MediaTwitter presence – http://twitter.com/sagovau – Launched in October 2011 – 6 month pilot – Uses franchise model – Whole of government – retweeting all tiers
Freedom of information versus useful information Government websites are often document dumps. It’s usually not a deliberate attempt to misinform. Rather, it involves an obsession with ‘freedom of information.’ And, of course, publishing everything is always easier and politically less troublesome than selecting what to publish. In modern societies, the challenge is not freedom of information but rather freedom from the unimaginable quantities of low level, useless, distracting and confusing information that is being produced at ever increasing speeds. Gerry McGovern 15 April 2011
SA Government domain rankingsNovember 2011 sa.gov.au 12.0 Top 10 sites account for 45.2% of all traffic Top 20 sites account for 59.7% of all traffic 10.0 8.0 Adelaide Metro (Public Transport) 6.0 South Australian Country Fire Service Transport South Australia 4.0 Child and Youth Health Services South Australian Tourism Courts Administration Authority South Australia Including: - South Australian Police Department Payments 2.0 Bizgate - Online School Fees Office of Consumer and Business Affairs - Local Government Payments South Australian Tertiary Admissions Centre 0.0 % of all sites to SA Government websites