Upload
cebit-australia
View
401
Download
0
Embed Size (px)
DESCRIPTION
Citation preview
Tell us once: building better online services
Peter AlexanderAssistant SecretaryOnline Services BranchAustralian Government Information Management OfficeDepartment of Finance and Deregulation
1
AUSTRALIAN GOVERNMENT INFORMATION MANAGEMENT OFFICE (AGIMO)
Alternate title:Better service delivery is simple:
Give people• what they want;• when they want it; and• how they want it.
Caveat – not always possible in a compliance situation
BUT importantly ...
Don't stuff up• Don't breach privacy• Don't breach security• Don't embarrass us• Don’t etc, etc, etc.
The internet is the preferred channel for government services
45% of Australians prefer contacting government via internet over other channels
Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009
This preference has consistently grown over time
Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009
The reason: convenience
Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009
Online services: making things easier for the public and improving public
sector productivity
Draft ICT Strategic Vision
1. Good experience
Find government information and services across the online space
2. Better experience
Agency A
Agency BAgency C
myIntrayone place for all notifications about government including new services and my interactions
myServicesdeal with government services relevant to me once and tell one, some or all government agencies
Find all information and
services for government in
once place
3. Best experience
Agency A
Agency B
Agency C
When you update your details with your doctor, you can also tell government
Find information and services for government
anywhere
Innovative approaches will get us there
So how does government innovate?
Gov 2.0
Service design: engage with people about what services they need
Service delivery: new channels for support
Service improvement: increased use of online feedback systems
Service innovation: open data and Government-powered services
Public Services innovation in service delivery comes from
Our customers, clients, users.Our suppliers, service providers.Academics, researchers, other governments (jurisdictions)Our leaders. .....
.... and importantly (and often over looked!)
... our staff.
• The APS is full of bright and enthusiastic people with great ideas.
• We need an environment to enable them to contribute.
• To me innovation is engaging with risk.
Good news: we are seeing pilots, trials and new approaches
Early days – here are some pioneers:
• Immigration Visa• DHS Connected Authentication• DHS Mobile Offices• Use of Twitter and Facebook – Centrelink and Immigration
Thanks