1
Tell us once: building better online
services
Peter Alexander
Assistant Secretary
Online Services Branch
Australian Government Information Management Office
Department of Finance and Deregulation
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
2. Better experience
3. Best experience
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