Smart Service Queensland
Upcoming SlideShare
Loading in...5
×
 

Like this? Share it with your network

Share

Smart Service Queensland

on

  • 5,047 views

Paper presented by Dianne Jeans. General Manager, Smart Service Queensland at the Serve You Right Conference, Melbourne, September 15-16, 2011. Smart Service Queensland is the front door to the ...

Paper presented by Dianne Jeans. General Manager, Smart Service Queensland at the Serve You Right Conference, Melbourne, September 15-16, 2011. Smart Service Queensland is the front door to the Queensland Government - delivering service excellence for Queenslanders. Mission - Smart Service Queensland provides the primary point of contact for Queenslanders to access government services through multiple delivery channels

Statistics

Views

Total Views
5,047
Views on SlideShare
4,782
Embed Views
265

Actions

Likes
0
Downloads
63
Comments
0

3 Embeds 265

http://www.egov.vic.gov.au 261
http://m.egov.vic.gov.au 3
http://192.168.35.49 1

Accessibility

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • Towards Q2 through ICT Launched by Premier, Sept 2009 Accessible government : easy access, customer centric, online engagement Efficient government : ‘one government’ ICT approach, improve delivery, reduce costs Effective government : supporting front line service delivery through ICT A strong industry government partnership : mature industry, address contemporary challenges By: 2014 : Single entry points across multiple channels. 2012 : 50% of all government service interactions online 2011 : All major community consultation activities are available online 2010 : Policy debates using new and emerging technologies 2010 : Explore opportunities for web2.0 technologies to contribute to policy consultations. 2012-2014 - Smart Service Queensland actively working with agencies to bring online and integrate their services. 2011: Get involved mandate through QGEA accepted by all agencies, commencement 1 January 2011 2011: Toolkit redevelopment on schedule for completion 2011. 2010: Agencies responding to community debates (Example coming up) 2010: Smart Service Queensland is trialling the integrated use of twitter to complement current consultations 2010: Social Media policy and guidelines positively received by agencies: 100% agree they can implement them. 2010: Further work needed on internal, professional and targeted social media use – Community of practice established on GovDex (Smart Service Queensland-lead in partnership with DPC)
  • The Single website experience will achieve three primary goals; Content that is Customer centred Consistent And Consumable (readable and user friendly)
  • These have been endorsed by the online program board as a discussion point Members from DTMR, DETA, DOC and DEEDI are on the board Dept communities own 7 They have agreed to owning these 7 DEEDI own 2 they have agreed to these

Smart Service Queensland Presentation Transcript

  • 1. Your front door to Queensland Government 13 13 04 www.qld.gov.au Serve You Right Summit 2011 Dianne Jeans General Manager Smart Service Queensland
  • 2. Overview
      • Smart Service Queensland
      • The last 12 months
      • Key challenges looking forward
    Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 3. Smart Service Queensland your ‘front door’ to Queensland Government Your front door to Queensland Government 13 13 04 www.qld.gov.au Call Centres Counters Online SMS Emerging technologies
  • 4.
      • Vision
      • Smart Service Queensland is the front door to the Queensland Government - delivering service excellence for Queenslanders
      • Mission
      • Smart Service Queensland provides the primary point of contact for Queenslanders to access government services through multiple delivery channels
      • Objective
      • Smart Service Queensland delivers value for money by:
      • making Government services more accessible, efficient and
      • convenient to customers; and
      • minimising service delivery costs for agencies and government as a
      • whole.
    Smart Service Queensland Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 5. Smart Service Queensland: Growth 2002 - 2011 Your front door to Queensland Government 13 13 04 www.qld.gov.au Attachment 1 *2010/11 interactions figure includes an increase in internet traffic of approx 2 million visits and 167,000 phone calls during flood and cyclone season which do not factor in calculating the 2011/12 projection.
  • 6. SSQ current service delivery channels
    • Online services : includes information, transactions, and engagement www.qld.gov.au and www.getinvolved.qld.gov.au
    • (over 11.2M interactions in 10-11)
    • Contact centre: three sites (total capacity 700 seats): includes telephone, email, facsimile, integrated voice response. Capacity for campaigns and disaster response (over 3.45M interactions in 10-11)
    • Counters: 78 QGAP offices in rural and remote communities; QGSC CBD and Cairns, GSCs in Maroochydore July 2011
    • (over 323K transactions in 10-11)
    • Card and concession services : administration of: card and business discount services for specific target groups; and concessions on behalf of government agencies (rates, electricity, gas, water); and standard mail processing (over 1M processed in 10-11)
    Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 7. Towards Q2 through ICT 2009-14 Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 8. Towards Q2 through ICT
    • Key directions
    • mandate for Smart Service to be preferred supplier online and telephone (does this help?)
    • 3 year consolidation and transition plan with each agency (well 10 of the 13)
    • one number, one website for Qld Gov
    • get government services online
    Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 9. Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 10. Government advertised phone number framework Your front door to Queensland Government 13 13 04 www.qld.gov.au 13QGOV 13Health PoliceLink 132500 (SES)
  • 11. 13 QGOV and concierge model Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 12. Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 13.  
  • 14.
    • 2010/11 – 4 cyclones and lots of rain, 78% of state declared disaster zone
    • Smart Service flood response from mid December 2010
    • Telethon held at Zillmere & Mt Gravatt 9 January 2011
    • Technology issues = default routing
    • Flood situation intensified – affecting Brisbane from 11 January & beyond (CBD call centre closed)
    • Cyclone Yasi made landfall in FNQ 2 February
    Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 15. Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 16.
    • Disaster events: Smart Service’s response
    • Between 24 December & 1 March, we took:
    Your front door to Queensland Government 13 13 04 www.qld.gov.au SES calls 53 184 Community Recovery calls 73 987 Disaster Relief calls 26 050 Disaster Relief donations $40 746 521 Disaster website hits 2 136 439
  • 17. SPER Transition
    • Integration of 64 head count call centre into our operations
    • Key activities collecting monies owed to government through fines and court orders
    • Service commenced 1 August
    • Averaging around 2000 calls a day with conversion rate of over 40%
  • 18. QG Online: delivering a single website experience
    • QG Online is delivering an online experience that is:
    • Customer-centred
        • Only the information they need (not everything)
        • Organised as the customer wants it
        • Cross agency journeys
        • Timely to customer needs
    • Consistent
        • One point of truth
        • One look and feel
    • Consumable
        • Easy to find via menus or search engines
        • Digestible in language and layout
        • Complete journeys
        • Continuous customer research
    • Franchises for Disability, and Business and Industry delivered. Emergency Services and Safety; Seniors; and About Queensland due in Oct/Nov
    Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 19. Your front door to Queensland Government 13 13 04 www.qld.gov.au Thematic franchises Indicative franchisee Transport & motoring Department of Transport and Main Roads Employment & jobs Department of Employment, Economic Development and Innovation Education & training Department of Education and Training Environment, land & water Department of Environment and Resource Management Health and wellbeing Queensland Health Recreation, sports & arts Department of Communities Homes & housing Department of Communities Your rights, crime & the law Department of Justice and Attorney-General Emergency services & safety Department of Community Safety About Queensland & its government Department of the Premier and Cabinet Community support Department of Communities Business & industry Department of Employment, Economic Development and Innovation Audience based franchises Indicative franchisee Aboriginal & Torres Strait Islanders Department of Communities Information for seniors Department of Communities People with a disability Department of Communities Youth Department of Communities Parents & families TBA
  • 20. Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 21.  
  • 22. Your front door to Queensland Government 13 13 04 www.qld.gov.au Seamless WoG web presence. Information consistent, comprehensive and integrated. Specific ICT requirements X Portal technology √ Online payment engine & shopping cart √ WoG search & web metrics Modern telephony system with work from anywhere availability.
    • Specific ICT requirements
    • X NLSR
    • VOIP
    • √ Virtual desktops
    Face to face service delivery continuum across the State.
    • Specific ICT requirements
    • Interfaces with agency systems
    On-the-go Mobile and Connected SMS available to support broad range of service delivery.
    • Specific ICT requirements
    • √ SMS service
    • √ Web 2.0 systems
    • √ e-consultation tools
    • tools to link channels for effective delivery
    SSQ Core Capabilities • ITIL maturity • GEA compliance • Document management • Integrated billing & costing systems • Business Intelligence systems CITEC: technology partner data / networks / service bus Shared / Partnered Systems √ Booking system • Grants information and management • Databases • QFinder √ Cards platform √ Concessions system • Lodgement & tracking • Smart Forms Online Click-in Oncall Phone-in Onsite Walk-in Channel Convergence √ Multi channel content management system Multi channel customer management system √ Multi channel receipting & disbursement system Single agent sign on Security systems
  • 23. Challenges moving forward
    • Growing and coordinating self service
    • Public service value chain
    • Where we go with funding fee for service model?
    • Maturing the organisation
    Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 24. self service Your front door to Queensland Government 13 13 04 www.qld.gov.au Smart service QUEENSLAND Moving from supporting to driving Current www.qld.gov.au Get involved Setting WoG web standards Leadership/Coach/ mentor support across sector Current web delivery Current Building resuable online tools: Shopping cart Payment package Booking service SMS Connecting agencies to these systems Online enabling Current Using facebook and twitter to support get involved Monitoring across all government WoG guidelines on use of social media Social media Current Working with DEEDI and DTMR on model application Developing standards for WoG consistency – SMS and mobile Mobile applications Current Implementing franchise approach 17 franchises Setting standards, developing tools Customer focus and research approach Transforming future of web
  • 25. Public Sector Value Chain Your front door to Queensland Government 13 13 04 www.qld.gov.au Smart service QUEENSLAND Client agency satisfaction
    • Drivers
    • Clear and promising
    • direction
    • Respectful treatment
    • and recognition
    • Learning and growth
    • Work and performance
    • demands
    • Immediate supervisor
    Employee Engagement
    • Drivers
    • Outcome
    • Courtesy
    • Fair treatment
    • Competence
    • Extra mile
    • Timeliness
    Customer/Service Satisfaction
    • Drivers
    • Agency is well
    • managed
    • Agency is open and
    • accountable
    Citizen Trust and Confidence in public sector
  • 26. Review of funding fee for service model/policy
    • PWC review 2010/11 (thanks to contributors)
    • Recommended moving from transactional model to a capacity model
    • Reclassify cost base direct and indirect
    • More robust forecasting of demand
    • Develop robust and detailed costing model for all services
    Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 27. Underpinned by 3 P’s Funding Model Service offerings documented and priced Service Delivery Channels Client Relationships Corporate policies and processes (including IM) Technology and Infrastructure Clear and refreshed policy and strategy Improved Maturity Smart Service Creation & Start up Your front door to Queensland Government 13 13 04 www.qld.gov.au Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au
  • 28. Contacts
    • For more information:
    • [email_address]
    • (07) 3405 5810
    • www.qld.gov.au/smartservice
    Your front door to Queensland Government 13 13 04 www.qld.gov.au