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Paper presented by Dianne Jeans. General Manager, Smart Service Queensland at the Serve You Right Conference, Melbourne, September 15-16, 2011. 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
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Your front door to Queensland Government 13 13 04 www.qld.gov.au
Serve You Right Summit 2011
Dianne JeansGeneral ManagerSmart Service Queensland
Your front door to Queensland Government 13 13 04 www.qld.gov.au
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
Smart Service Queenslandyour ‘front door’ to Queensland Government
Call Centres
Counters
Online
SMS
Emerging technologies
Your front door to Queensland Government 13 13 04 www.qld.gov.au
VisionSmart Service Queensland is the front door to the Queensland Government - delivering service excellence for Queenslanders
MissionSmart Service Queensland provides the primary point of contact for Queenslanders to access government services through multiple delivery channels
ObjectiveSmart 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
Smart Service Queensland: Growth 2002 - 2011
Attachment 1
SSQ Services and Staff
268
140154
181
248
223207
5543
470.3
143.5
281222
385.7361.3
107.5
43.843
534.3
0
50
100
150
200
250
300
02/03 03/04 04/05 05/06 06/07 07/08 08/09 09/10 10/11 11/12 P rojN
o. o
f Ser
vice
s0
100
200
300
400
500
600
No.
Sta
ff
No. Services Actual FTE
*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.
0
2
4
6
8
10
12
14
16
18
million
Number of Interactions
Interactions 1.6 1.8 2.2 3.7 4.7 5 5.4 5.77 16.23 16.56
02/03 03/04 04/05 05/06 06/07 07/08 08/09 09/10 10/11*11/12 Proj
Your front door to Queensland Government 13 13 04 www.qld.gov.au
SSQ current service delivery channelsOnline 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
Towards Q2 through ICT 2009-14
Your front door to Queensland Government 13 13 04 www.qld.gov.au
Towards Q2 through ICTKey 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
Your front door to Queensland Government 13 13 04 www.qld.gov.au
Government advertised phone number framework
Single General Enquiries
Number
Single (State-Wide) Number per
Key Services & Groups
13QGOV13Health
PoliceLink
132500 (SES)
Your front door to Queensland Government 13 13 04 www.qld.gov.au
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
• 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
Your front door to Queensland Government 13 13 04 www.qld.gov.au
Disaster events: Smart Service’s response• Between 24 December & 1 March, we took:
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
• 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%
Your front door to Queensland Government 13 13 04 www.qld.gov.au
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
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
OnlineClick-in
Seamless WoG web presence. Information consistent, comprehensive and integrated.
Specific ICT requirements
X Portal technology
√ Online payment engine & shopping cart
√ WoG search & web metrics
OncallPhone-in
Modern telephony system with work from anywhere availability.
Specific ICT requirements
X NLSR• VOIP
√ Virtual desktops
OnsiteWalk-in
Face to face service delivery continuum across the State.
Specific ICT requirements
• Interfaces with agency systems
On-the-goMobile 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 partnerdata / networks / service bus
Shared / Partnered Systems
√ Booking system
• Grants inform
ation and managem
ent • Databases • Q
Finder
√ C
ards platform √ C
oncessions system • Lodgem
ent & tracking • S
mart Form
s
Channel Convergence√ Multi channel
content management system
Multi channel customer
management system √ Multi channel
receipting & disbursement system
Single agent sign on
Security systems
Your front door to Queensland Government 13 13 04 www.qld.gov.au
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
self service
Smart service QUEENSLAND
Currentwww.qld.gov.au
Get involved
Setting WoG web standards
Leadership/Coach/ mentor support
across sector
Current web delivery
CurrentBuilding resuable
online tools:Shopping cart
Payment packageBooking service
SMS
Connecting agencies to these systems
Online enabling
CurrentUsing facebook and twitter to support
get involved
Monitoring across all government
WoG guidelines on use of social media
Social media
CurrentWorking with DEEDI and DTMR on model
application
Developing standards for WoG consistency
– SMS and mobile
Mobile applications
CurrentImplementing
franchise approach17 franchises
Setting standards, developing tools
Customer focus and research approach
Transforming future of
web
Moving from supporting to driving
Your front door to Queensland Government 13 13 04 www.qld.gov.au
Public Sector Value Chain
Smart service QUEENSLAND
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
Client agency satisfaction
Your front door to Queensland Government 13 13 04 www.qld.gov.au
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
Underpinned by 3 P’sFunding 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
ImprovedMaturity
Smart Service Creation & Start up
Your front door to Queensland Government 13 13 04 www.qld.gov.auYour front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au
Your front door to Queensland Government 13 13 04 www.qld.gov.au
ContactsFor more information:dianne.jeans@smartservice.qld.gov.au
(07) 3405 5810www.qld.gov.au/smartservice
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