Smart Service Queensland serves as the primary point of contact for residents to access government services through various channels, enhancing accessibility and efficiency. The organization has faced challenges and rapid growth from 2002 to 2011, particularly during disaster response efforts in 2011. Future objectives include improving self-service capabilities and implementing a fee-for-service funding model to support enhanced service delivery.

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

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

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