Bill McCluggageDirector – Delivery & Innovation Division

Stormont Hotel : 12 December 2006

“Government has to respond to keep up with the hopes and aspirations of citizens and business, to remain efficient and trustworthy.”

Transformational Government Strategy: 2005

Citizen Centred Services: Citizen Centred Services: delivering an improved service to the public

• Citizen-facing Services• Shared Services

• ICT Professionalisation

What we will be focusing on:

Some 70%+ of our customers prefer to deal with their government business using the phone

Our citizen’s aspirations:

Our response:

• A modern multi-channel contact centre service (NI Direct)

• Improved citizen online services

NI Direct

• Accessibility

• Consistency

• Social Inclusion

• Improved service delivery & customer experience

• A managed environment

KiosksWeb ConsolidationTexting

Citizen Online Services

Making it happen in 2007:Making it happen in 2007:• NI Direct

– Deliver Business Case– Introduce Incremental Partnership– Map common processes– Implement numbering strategy– Introduce Managed Technology Solution

• Citizen Online Services– Commence web consolidation project– Pilot NI Public Access Kiosk solution– Explore & Design NI Directgov franchise