The document outlines the Queensland government's initiative to create a 'responsive government' that simplifies access to services for all citizens, regardless of their digital literacy. It emphasizes five key work themes aimed at enhancing customer experience, including putting customers at the center, rethinking service delivery, and leveraging technology. A collaborative approach across agencies is highlighted to ensure the effective delivery of services and projects that improve customer outcomes.

1. Partners in Technology
Friday 2 November 2018
Queensland Government Chief Information Office

2. Be a responsive government
Making Queensland Government services easy to use
Irene Violet, Assistant Director-General, Responsive Government
Department of Housing and Public Works
November 2018

3. ‘Be a responsive
government’ is
one of the
Queensland
Government’s six
priorities for the
community.
What is responsive government?
Department of Housing and Public Works - Partners in Technology November 2018

4. Responsive
government
is about…
…making Queensland Government
services easy to use.
People from all walks of life, with varying digital
literacy, should be able to easily access
information and Queensland Government
services whether it’s online, over the phone or
in person.
We want to make sure that Queenslanders feel
like it is easy to do business with their
government.
Department of Housing and Public Works - Partners in Technology November 2018

5. 5
Current state
Department of Housing and Public Works - Partners in Technology November 2018

6. What we know
We’ve listened to
Queenslanders
o over 4,600 Queenslanders
engaged
o annual whole of government
satisfaction survey
We’ve researched best practice
– Estonia, UK, USA, Australian
Government, NSW, Victoria and
others
What we’ve seen and
heard
Department of Housing and Public Works - Partners in Technology November 2018

7. Five work themes to achieve success
Put our
customers at
the centre of
everything we
do
Rethink
service
delivery
Simplify the
customer
experience -
digitise the
core.
Leverage the
power of data,
technology
and the digital
economy
Build
capability,
leadership
and the
attitude to get
us there
Department of Housing and Public Works - Partners in Technology November 2018

8. Simplify the
look and feel
of qld.gov.au
Tell us once:
authentication
Digital Wallet:
for all
government
licences and
cards.
Business
Queensland
improvement
with future
procurement
systems
Plus: multiple cross agency projects, strategies and programs
Foundation projects
Department of Housing and Public Works - Partners in Technology November 2018

9. Develop and
coordinate
performance
reporting to
track
progress on
agency-led
and WoG
initiatives
Facilitate
prioritisation
of and
connection
between
projects in
the pipeline
Collaborate
and codesign
inflight and
new projects
Identify
projects that
will improve
customer
outcomes
through clear
deliverables
Identify and
help kick-off
new
initiatives to
lift WoG
capability
Ensure
quality of
customer
outcomes
from the
target
portfolio
through
enabling
governance
Responsive Government: how is this different
We collaborate across government to enable and support agencies to
deliver Queensland Government services that are easy to use.
Department of Housing and Public Works - Partners in Technology November 2018

10. Questions