Smart Service Queensland

Your front door to Queensland Government 13 13 04 www.qld.gov.au

Serve You Right Summit 2011

Dianne JeansGeneral ManagerSmart Service Queensland


Overview Smart Service Queensland The last 12 months Key challenges looking forward


Smart Service Queenslandyour ‘front door’ to Queensland Government

Call Centres

Counters

Online

SMS

Emerging technologies


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


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

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100

150

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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

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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

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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


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)

http://www.qld.gov.au/

http://www.getinvolved.qld.gov.au/


Towards Q2 through ICT 2009-14


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


Government advertised phone number framework

Single General Enquiries

Number

Single (State-Wide) Number per

Key Services & Groups

13QGOV13Health

PoliceLink

132500 (SES)


13 QGOV and concierge model


• 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


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%


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


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


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.


X NLSR• VOIP

√ Virtual desktops

OnsiteWalk-in

Face to face service delivery continuum across the State.


• Interfaces with agency systems

On-the-goMobile and Connected

SMS available to support broad range of service delivery.


√ 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


Challenges moving forward

• Growing and coordinating self service• Public service value chain• Where we go with funding fee for service model?• Maturing the organisation


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


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


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


ContactsFor more information:[email protected]

(07) 3405 5810www.qld.gov.au/smartservice

mailto:[email protected]

Smart Service Queensland

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