Tell us once: building better online services
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Transcript of Tell us once: building better online services
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Tell us once: building better online services
Peter Alexander
Assistant Secretary
Online Services Branch
Australian Government Information Management Office
Department of Finance and Deregulation
1
AUSTRALIAN GOVERNMENT INFORMATION MANAGEMENT OFFICE (AGIMO)
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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
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BUT importantly ...
Don't stuff up• Don't breach privacy• Don't breach security• Don't embarrass us• Don’t etc, etc, etc.
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The internet is the preferred channel for government services
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45% of Australians prefer contacting government via internet over other channels
Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009
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This preference has consistently grown over time
Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009
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The reason: convenience
Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009
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Online services: making things easier for the public and improving
public sector productivity
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Draft ICT Strategic Vision
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1. Good experience
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2. Better experience
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3. Best experience
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Innovative approaches will get us there
So how does government innovate?
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Gov 2.0
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Service design: engage with people about what services they need
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Service delivery: new channels for support
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Service improvement: increased use of online feedback systems
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Service innovation: open data and Government-powered services
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Public Services innovation in service delivery comes from
Our customers, clients, users.Our suppliers, service providers.Academics, researchers, other governments
(jurisdictions)Our leaders. .....
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.... 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.
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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
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Thanks