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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
Overview ,[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au
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
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Smart Service Queensland Your front door to Queensland Government  13 13 04  www.qld.gov.au
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.
SSQ current service delivery channels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au
Towards Q2 through ICT 2009-14 Your front door to Queensland Government  13 13 04  www.qld.gov.au
Towards Q2 through ICT ,[object Object],[object Object],[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au
Your front door to Queensland Government  13 13 04  www.qld.gov.au
Government advertised phone  number framework Your front door to Queensland Government  13 13 04  www.qld.gov.au 13QGOV 13Health PoliceLink 132500 (SES)
13 QGOV and concierge model Your front door to Queensland Government  13 13 04  www.qld.gov.au
Your front door to Queensland Government  13 13 04  www.qld.gov.au
 
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au
Your front door to Queensland Government  13 13 04  www.qld.gov.au
[object Object],[object Object],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
SPER Transition ,[object Object],[object Object],[object Object],[object Object]
QG Online: delivering a single  website experience ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au
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
Your front door to Queensland Government  13 13 04  www.qld.gov.au
 
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. ,[object Object],[object Object],[object Object],[object Object],Face to face service delivery continuum across the State. ,[object Object],[object Object],On-the-go Mobile and Connected SMS available to support broad range of service delivery. ,[object Object],[object Object],[object Object],[object Object],[object Object],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
Challenges moving forward ,[object Object],[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au
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
Public Sector Value Chain Your front door to Queensland Government  13 13 04  www.qld.gov.au Smart   service   QUEENSLAND   Client agency satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Employee Engagement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customer/Service Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],Citizen Trust and Confidence in public sector
Review of funding fee for service model/policy ,[object Object],[object Object],[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au
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
Contacts ,[object Object],[object Object],[object Object],[object Object],Your front door to Queensland Government  13 13 04  www.qld.gov.au

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Smart Service Queensland

  • 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.
  • 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.
  • 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.
  • 7. Towards Q2 through ICT 2009-14 Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 8.
  • 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.
  • 15. Your front door to Queensland Government 13 13 04 www.qld.gov.au
  • 16.
  • 17.
  • 18.
  • 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.
  • 23.
  • 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.
  • 26.
  • 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.

Notas del editor

  1. 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)
  2. The Single website experience will achieve three primary goals; Content that is Customer centred Consistent And Consumable (readable and user friendly)
  3. 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