Fiona Armstrong Executive Director, One Stop Shop Strategy & Implementation Office

Presentation to PIT Briefing 14 February 2014

Making Government Services simpler, clearer and faster

We will transform:• How we listen to customers and design

service experiences to meet their needs

• How customers access services• How we deliver servicesWe will deliver:Better service for customers & improved productivity for Government

• Premier’s election commitment• Best practice worldwide • Changed customer expectations • Government as an enabler – not doer• Focus on increased productivity • Business as usual not a sustainable option• Approach is in line with the Queensland Plan

• Collaborative, open• Flexible, innovation• Partnership• Different models• Focus on outcomes and improving

customer experience

• Exemplifies government values• Links with ICT Action Plan

“a fresh approach to the way we work and a customer-focussed culture” Better ways of working

Drivers for change

Time for a new approach

• Whole of Government approach

• Focus on customer outcomes and experience

• Co-creation with customers, agencies & partners

• Contestability & mix of service providers

• New thinking for a new environment

Win: Win benefits

Increase online & reduce costs

• Over 90% of current transactions are general enquiries & simple transactions – Majority of customers want to access these online – Currently 30% services have transactions online– $10-$15 saving for each online transaction compared

to call/visit– Move to digital first approach

• Service Roadmaps identify improvement schedule for every service

• Agency online migration roadmaps prepared• Progress will be reported on One Stop Shop dashboard

Target for 2014• 100 new basic online transactions – up 15% (to 45%)• Information about services so customers can answer general enquiries on qld.gov.au – up 60% (to 100%)• Improvements to channel usability, efficiency & resilience • Business case for phase 2 online services

Channel Roadmaps• Maps how services are delivered

currently and opportunities for improvement

• Phase 1 “low hanging fruit”• Phase 2 streamline more complex

services• Continual improvement from

customer feedback and take-up

Simplified access & more efficient• Reducing the cost of service provision by

reducing duplication, removing agency siloed channels and adopting a digital first approach

• Currently variable and fragmented experience across channels, services & agencies

• Aim: Make it easier - Seamless access for customers irrespective of service provider

Target for 2014• One customer log-in & authenticated account available • Pilots implemented for community-based service outlets • Improved first contact referral & resolution• Create consistent, simplified approach that supports range of service providers & any device• Better analytics & performance information for better decision-making

Current customer access channels

500+ government websites 300+ general service counters (700+ inc Police)

100’s of 1300 phone numbers & 16 Contact Centres

100m+ transactions per year

Over $400m annual spend in channels

Cost to serve $15-$50 per interaction

Better experience & reduced duplication• Designed to improve customer

experience– reduce duplication & avoidable

contact– improved first contact resolution– joined up services

Target for 2014• Tell us once – pilots delivered for feedback/complaints and change of address• Pilot new channels – social media & click to chat• Service Outlet Pilots – new co-designed models for delivery

Design Principles:

Customer Centric

Collaborative

Contestability

Co-creation

Change to digital first

Communication

Clear outcomes

Continuous improvement

Outputs:

Framework

Engagement

Availability & Take up

Alternative models

Pilots

Process streamlining

Enabling tools & capability

Shared architecture

Dashboard

Business case

Future: customer at the centre

Service delivery - ICT landscape

Fro

m

Channels & services underpinned by different technologiesFragmented informationMixed & ageing systems Customised & limited shared solutionsLimited online transactionsCommon User Experience implemented across information franchises, consultation, payment & open data on qld.gov.auLimited information & analytics

ToMultichannel InteroperabilityConsistent shared informationConnected & agile systemsShared & CloudDigital first Consistent UXMulti-channel analytics

Program for 2014

• Incorporates agency & externally delivered projects.

• One stop Shop dashboard –progress tracked

Increase online services & information• New services & information• Improved experience• Mobile & Multichannel

Consistent experience & better analytics• Shopping mall - Policy & Standards• Workforce Planning• Performance & Benefits• Customer Experience• Channel Mgt• Implementation

New Whole of Government Capabilities• EA capability assessment & strategy• IDM• People & Services Directory• Pilot New Channels• Tell Us Once • Business case CRM & online phase 2

Service Outlet Pilot• Community engagement & options assessment• New models pilot• POS

Partnering Queensland Government

We will be looking for:• Customer centric, agile, innovative ideas to deliver

better services• No “one big solution”• Interoperability & joined up thinking• As a service & shared solutions• Digital first & process streamlining• Inspiring best practice & learning from other

organisations

Next steps

Thank you Fiona ArmstrongOne Stop Shop Strategy & Implementation Office, DSITIAFiona.armstrong@dsitia.qld.gov.au

• How can you partner with us on our journey?

• We will be using– range of procurement

techniques– SME Innovation

approach – Innovation portal

• Looking for a broad range of skills & solutions