This document discusses Service SA's channel management strategies from 2010-2011. It provides statistics on transactions and revenue collected through different channels like over-the-counter, online, and contact center. It shows that over-the-counter transactions made up 60% of transactions but online transactions contributed to more revenue. Initiatives like eliminating registration labels and promoting online services led to a 16.7% reduction in counter transactions and 14.8% increase in online transactions. Future plans include expanding online services, self-service options, and processing efficiencies to further shift transactions to online and self-service channels.

1. Channel Management Presented by: Geoff Wooldridge, Manager Business Channels and Partnerships

2. Some Background Context – 2010/11 Revenue collected - >$1.6 billion 8.7 million transactions 5.3 million financial 3.4 million non-financial Channels Over the counter – Service SA, Aus Post, Agents Online – EzyReg public, Delegates, IVR, Bizgate, sa.gov.au Contact Centre – 13 10 84, 13 23 24, COG Predominantly registration and licensing by volume Broad range of transactional and information services for other government Agencies across all channels

3. Transactions by Channel 2010/11 Transactions Collections Over the Counter 59.9% 55.2% SSA Metro 34.6% 20.9% SSA Regional 14.6% 7.8% Australia Post 7.0% 10.3% Other 3.1% 16.2% Online 27.7% 43.5% EzyReg Public 16.1% 21.9% EzyReg Delegates 1.9% 5.7% IVR 3.0% 4.9% Bizgate 6.7% 11.0%

4. Transactions by Channel 2010/11 (cont) Transactions Collections Contact Centre 12.4% 1.4% SSA Call Centre 12.0% 1.1% Call Centre Other 0.1% 0.2% Back of House (COG) 0.2% 0.1%

5. Channel Shift during 2010/11 Transactions Collections Over the Counter -7.0% -4.2% Metro CSC -9.2% -11.1% Regional CSC -3.0% -1.6% Australia Post -4.3% 2.6% Online 14.0% 15.9% EzyReg Public 22.7% 23.4% EzyReg Delegates 38.7% 12.4% IVR -5.2% -0.1% Bizgate 0.7% 11.0%

6. Channel Shift during 2010/11 (cont) Transactions Collections Contact Centre 3.7% -13.8% SSA Call Centre 3.2% -18.7% Call Centre Other 17.4% 13.0% Back of house (COG) 36.3% 5.4%

7. Some Key Transaction Shifts 2010/11 – Registration Renewals

8. Some Key Transaction Shifts 2010/11 – Licence Renewals

9. Some Key Transaction Shifts 2010/11 – Rec Boating

10. Some Key Channel Shift Initiatives Natural generational shift to online business Promotion of EzyReg Services Shorts Holiday promotion Active waiting in CSCs Promotion by Customer Reception Creation of Licensing and Rec Boating Online Transactions Target used car dealers as Delegates (50 in 2010/11) Introduce Service Agents ( 2 to date) B Pay View (limited uptake so far) Pricing strategy - > Aus Post for simple bill payments Online registration status enquiry Smart phone (i-phone android) apps for rego renewal and status enquiry Sa.gov.au

11. Key Channel Shift Initiatives – Eliminate Rego Labels From 1 July 2011 in South Australia – No more registration labels for light vehicles Saving $5.7m over 3 years Only 3 and 12 month registration period options (6 and 9 months no longer offered) for light vehicles Additional $10 m revenue over 3 years Rego labels was a key driver for bringing customers to CSCs for renewals Survey April 2010 – almost 58% indicated this was a key driver 64% aware of EzyReg 74% aware of Aus Post 2 – 3 day delay in receiving label

12. Channel Shift – Eliminate Rego Labels (cont) Q – If rego label was no longer available, would you use another payment channel? Yes – 66.5% Which option would you use? EzyReg 31.3% Aus Post 42.1% Telephone 13.9% So, we predicted significant channel shift based on this survey (rego renewals in CSCs was running at around 33% at the time).

13. Some early 2011/12 Channel Shift Results Comparing July 2011 with July 2010 Payment Transactions CSC – down 16.7% (30,000 transactions) Internet – up 14.8% Aus Post – up 7.4% EzyReg Delegates – up 7.7% Rego Renewals CSC – down 27.7% (from 1/3 to 1/4) Internet – up 11.9% Aus Post – up 3.2% Contact Centre (operator assisted) – down 50.5%

14. Some early 2011/12 Channel Shift Results Comparing YTD August 2011 with YTD August 2010 Payment Transactions CSC – Internet Aus Post – EzyReg Delegates – Rego Renewals CSC – Internet – Aus Post – Contact Centre (operator assisted) –

15. Current and Future Channel Shift Initiatives Ongoing promotion in CSCs and Shorts Holidays Transition Licence Theory Testing to TAFE Additional online transactions via EzyReg Expansion of Service Agent Model (5 - 6 in 2011/12) Additional EzyReg Delegates (large fleet owners) Business process re-engineering – efficiency, reduced workload ‘Lean’ processes for COG (Kevin) Error analysis from QA audit results – target wasted work effort Leverage contract arrangements for efficiencies, BPR Review call drivers for Contact Centre – shift online, self-help? Whole of government view – eg, change of address, image databases, leverage EzyReg for other Agencies

16. Questions or Comments? Happy to take any questions now (time permitting) or discuss in more detail during breaks etc.