Our future ways of working
Blueprint to a digitally enabled department
Contents
Director-General’s message
Our vision for a digitally enabled department
Areas of focus
Areas of focus 1 – Mobile workforce
Areas of focus 2 – Data and analytics
Areas of focus 3 – Multi-channel content delivery
Areas of focus 4 – Connect anywhere
Areas of focus 5 – Collaboration
Areas of focus 6 – Client digital identity
Areas of focus 7 – Use and consumption of data to inform new service delivery options
Areas of focus 8 – Emerging technology and capabilities
Join the journey
Director-General’s message
The Department of Communities, Child Safety and Disability Services is committed to fostering a
digitally connected, digitally inclusive and digitally empowered state where every Queenslander
has access to the right services and relevant opportunities to realise their full potential.
This 10-year blueprint outlines how we as an organisation will work with Queenslanders, their
communities, industry and across government to embrace technology, embed digitally enabled
services and give Queenslanders choice, flexibility and autonomy in how they engage with
government. A living document, we plan to update regularly reflecting on our progress towards a
more digitally enabled future and adapting to emerging trends to ensure the department’s services
exemplify our digital vision.
Our digital vision is about connection. It is about breaking down barriers, improving digital literacy,
bringing families and communities together in new and innovative ways and connecting individuals
with the information and opportunities that empower them with choice.
We will engage and partner with citizens, government, industry, sector and community
stakeholders as we work towards realising this digital vision for human services in Queensland.
We will also be encouraging all Queenslanders to get involved in this journey and help us to take
advantage of these opportunities.
The blueprint establishes a clear path for how we will realise this digital vision and outlines the
core activities that will contribute towards:
a mobile workforce that is equipped to deliver services when, where and how they are
needed
a future-present department that uses information and analytics to anticipate emerging
needs
a responsive co-designer of services that encourages more personalised ways of engaging
with Queenslanders
a connected service partner where citizens, staff and service providers can access the right
information anywhere, at any time and on any device
a collaborative community where geographical and linguistic diversity promote rather than
restrict opportunities
a seamless government where the right information is shared across agencies to deliver
better outcomes
an empowered organisation that is driven by possibility, takes managed risks and fosters
innovative and inventive digital solutions to improve the lives of all Queenslanders.
This digitally enabled future provides a strong and exciting opportunity to shape the way
Queenslanders engage with their government. Our vision for a digitally enabled department is
about strengthening this engagement and I encourage you to join us on this journey.
Michael Hogan
Director-General
Department of Communities,
Child Safety and Disability Services
Our vision for a digitally enabled department
We will be a digitally equipped, digitally capable, and digitally enabled organisation that fosters
autonomy, promotes independence and encourages all Queenslanders to reach their
full potential.
We will connect ideas, people and outcomes with the digital capabilities, experiences and
technologies that predict need, promote engagement and deliver endless possibilities for a bright
and rewarding future.
For our industry and sector partners — human services sector
Our digital vision is for Queensland communities, individuals and the industry and sector partners
that help support them and is a shared journey. To reach the potential of our digital vision we will
work with our industry and sector partners to co-design solutions and digitally enabled capabilities.
Through this blueprint we will harness the potential of industry and the public to develop the
technologies and capabilities that will transform not just the department’s ability, but the ability
of our service partners to deliver human services in Queensland.
For our industry and sector partners — technology sector
Building a digitally enabled future for human services in Queensland is a significant challenge and
one that every Queenslander is invested in. From local community groups, to technology startups, to industry and sector partners, we can all contribute to delivering the knowledge, tools,
creativity and capabilities that underpin this vision.
We will be looking to harness the potential of industry and the public through smart investment in
collaborative initiatives, by fostering start-ups and by working with Queenslanders to shape and
refine our digital transformation.
Areas of focus
This blueprint outlines the initiatives and actions required to become a digitally and technology
enabled department and will guide our department as we transform the way we deliver services to
our clients and stakeholders.
Eight key areas of focus have been identified to achieve this transformational change.
1.
2.
3.
4.
5.
6.
7.
8.
Mobile workforce
Data and analytics
Multi-channel content delivery
Connect anywhere
Collaboration
Client digital identity
Use and consumption of data to inform new service delivery options
Emerging technology and capabilities
Areas of focus 1 – Mobile workforce
Our digital future will be mobile with clients able to access information and services when and
where they want. Our staff and service partners will be equipped with the capabilities they need to
deliver quality services on any device.
We will automatically capture the information we need, use real-time voice translators to remove
language barriers and implement simple elegant and functional technologies that enable us to
spend more time connecting with our clients.
Current initiatives and opportunities
Family interaction tool — tablet with targeted clinical support and therapeutic applications
Mobile tablet service — state-of-the-art tablet computers presenting a seamless work
anywhere and anytime capability with access to core and critical information
Information Systems mobile viewer — easy view access to critical client information in a
mobile-friendly form
Bring Your Own Device (BYOD) trial
Mobile printers — Child Safety Officer-specific mobile print devices
Voice-to-text transcription software
Ink-to-text tablet handwriting recognition
Transition desktop personal computers to tablet and mobile technologies
Next steps (1–3 years)
Launch an enterprise mobility suite across the department offering Choose Your Own
Device (including BYOD and Corporate)
Increase accessibility of critical systems on mobile devices
Implement an enterprise mobility management solution
Commission internal and external facing mobile applications (apps) that improve access to
services and empower staff
and clients
Investigate opportunities to streamline and transform business practices using ICT-enabled
mobile technologies and capabilities
Seamless two-way information exchange
with industry and sector partners
Our future potential (3+ years)
Seamless information access on any
mobile device
Automated real-time language translation tools
Automated information capture and transparent information management
and recordkeeping
Activity-based work environments, for example smart offices and government hubs
Virtual meeting rooms
Benefits
Increased time spent engaging with clients
Increased capacity to break down language barriers
Decreased administrative burden
More flexible work environment
Indicators of success
Increase in time spent engaging with clients
Increase in staff using flexible work arrangements
Decrease in administrative burden on staff
Increase in timely responses to clients and sector partners
Areas of focus 2 – Data and analytics
Our digital future will be empowered by information. We will be a future-present organisation
equipped with predictive capabilities and analytics that anticipate need and enable us to position
targeted services exactly when and where they are needed.
We will be transparent and connected with the community through open data and equipped with
the right information to deliver efficient, effective and informed outcomes for Queenslanders.
Current initiatives and opportunities
Assessing predictive analytics and structured data assessment tools
Open data program as part of the Queensland Government Open Data Initiative
Collaboration with research centres on connecting data from across government
Assessing Geographic Information System (GIS) capabilities with Map Room, a self-service
mapping application to create dynamic maps to search, analyse and print location-based
data
Next steps (1–3 years)
Implement new analytics and database technologies
Reduce and retire legacy information systems and technologies
Automate and streamline current reporting activities with self-service reporting and
dashboards
Implement business intelligence tools to support analytics and predictive modelling
Include business architecture principles in all new business practices and reform activities
Increase, streamline and automate open
data reporting
Define and implement an information management framework
Our future potential (3+ years)
On-demand and fully automated dashboard reporting
Predictive modelling and natural language content analysis
Geospatial and location based reporting
to support service prioritisation
Single information repository
Seamless data capture and lifecycle management
Automated performance monitoring and reporting of business partners
Secure and trusted sharing of client information with all parties involved
Benefits
Increased ability to understand business needs
Increased capacity for informed decision-making
Increased accuracy and timeliness of reporting
Decreased cost of reporting activities
Increased transparency and accountability
Increased capability to predict and respond to community needs
Indicators of success
Increase in accuracy of reported information
Increase in effectiveness of investment decisions
Decrease in time spent on reporting activities by staff and business partners
Areas of focus 3 – Multi-channel content delivery
Our digital future is responsive and we will ensure that our staff, partners and clients can access
content and information through the digital channel of their choosing. We will anticipate need and
position content when and where people want it.
We will create opportunities for Queenslanders to engage in a manner that suits their needs and
forge digitally enabled partnerships with our clients to improve their wellbeing, resilience and
opportunity to lead better lives.
Current initiatives and opportunities
Enterprise social collaboration platforms such as Yammer external networks to enhance
and enable collaboration with channel partners
Standardisation of online information resources in alignment with whole-of-government
franchise activities
Seniors and Carers Business Discount Scheme framework reform including the delivery of
multi-channel, for example web and mobile, search tools for Queenslanders
Next steps (1–3 years)
Engage with clients to identify how they would like to connect with the department
Work with key agencies to continue the roll-out of the One-Stop Shop initiatives
Develop and trial online self-assessment and reporting tools
Develop and enable a smooth transition to the National Disability Insurance Scheme (NDIS)
Develop and implement strategies to promote departmental services using the most
appropriate delivery methods, such as
apps for the youth market
Share challenges with communities and encourage crowd-sourced problem solving through
the use of digital collaboration platforms
Our future potential (3+ years)
Clients can engage with services when and how they want
Digitally enabled self-assessment and reporting tools
24-hour online services and support
Direct advertising and exposure of grants to relevant audiences
Increased autonomy of staff to access information and provide services to clients
Use non-traditional engagement platforms such as serious games to reach clients
Benefits
Increased client autonomy and engagement
Increased client satisfaction
Decreased barriers to connect with clients
More choice for Queenslanders
Indicators of success
Increase in time spent connecting with clients
Increase in use of self-assessment and reporting tools
Decrease in complaints by clients
Decrease in time spent on call centre activities allowing a shift in focus to those with greater
need
Areas of focus 4 – Connect anywhere
Our digital future is integrated and accessible so that we can connect the right people, with the
right information, at the right time.
We have uninterrupted connection to the information and digital capabilities we need to deliver
value, enabling our services to be continuous and accessible to every Queenslander.
Current initiatives and opportunities
Direct access to enable seamless connectivity to the department’s corporate network
Public access Wi-Fi pilot to enable Wi-Fi internet access to clients and partners from
department offices
Statewide corporate Wi-Fi deployment to enable high speed mobile corporate Wi-Fi access
for staff
Secure access via hard and soft token to enable remote access to the corporate network
from independent internet connected computers, for example, work from home
Remote application access from any device, in any location, including other government
departments
Brisbane CBD corporate Wi-Fi deployment to enable high speed mobile corporate Wi-Fi
access for staff
Next steps (1–3 years)
Targeted public Wi-Fi access for clients at strategic locations
Increase the availability of flexible access and virtual applications to support frontline
service delivery
Increase the use of ICT-as-a-Service and cloud-based applications
Queenslanders have ability to connect to information they need anytime, from anywhere
Our future potential (3+ years)
Seamless and secure access to information through any internet connection
Real-time synchronization of data and central backup to prevent data loss
Proximity and geographically based authentication for accessing secure content
Seamless continuity and synchronisation of applications and work when moving between
devices and locations
Access to the right information at the right time
Enable access to shared resources across government and industry while embracing new
methods of service delivery
Benefits
Increased access to the right information, at the right time, for staff, clients and stakeholders
Increased time spent engaging with clients
Increased ability to deliver services in regional and remote areas
Increased capacity to support Queenslanders affected by natural disasters
Indicators of success
Increase in information accessibility
Increase in time engaging with clients
Increase in workforce satisfaction and retention
Areas of focus 5 – Collaboration
Our digital future will be engaging. We will break down language barriers to connect all
Queenslanders with the right services. We will connect with, and be connected to, all parts of the
state so that everyone, regardless of distance, has access to relevant opportunities.
We will collaborate in real-time with our colleagues and partners across the state and globe to
develop digitally enabled solutions that reduce disadvantage, deliver value and change lives.
Current initiatives and opportunities
State-wide implementation providing all staff with a unified collaboration platform including
instant messaging, desktop and application sharing
Deployment of video conferencing tools enabling point-to-point and multi-party video
conferencing internally and with externally federated partners
Implementation of Yammer Enterprise, the chosen corporate social media platform with
more than 4700 department users
Next steps (1–3 years)
Enable next generation capabilities of online document sharing and collaboration
Deploy a web portal for a collaboration platform to enable any external party to join any
internal collaboration sessions including video conferences
Identify how clients would like to use digital technologies to communicate with the
department
Develop tools to support business partners in digitally connecting with the department
Increase the accessibility of information for individuals with disability
Our future potential (3+ years)
Virtual face-to-face engagement with clients, partners and colleagues
Seamless collaborative authoring tools to support geographically diverse work activities
Contextually aware networks to link business activities with relevant resources and subject
matter experts
Transmedia storytelling to increase client engagement
Real-time language translation
Leverage increased technology accessibility and target new audiences in a manner that
suits them any time of the day or year
Benefits
Increased ability to engage with clients
Increased ability to work with colleagues across the state
Increased opportunities for Queenslanders
in regional and remote communities
Increased employee satisfaction and staff retention
Indicators of success
Increase in client engagement
Increase in staff engagement and collaboration
Increase in workforce satisfaction
Areas of focus 6 – Client digital identity
Our digital future will ensure our client information is secure and intuitive and smart processors will
connect us with the information we need to deliver services that support Queenslander’s to lead
better lives.
Our vision is that clients will be able to access the information and capabilities they need in
a way that works for them. Each person will be able to tell their story once and connect with
services across government in an efficient and effective way.
Current initiatives and opportunities
Architectural improvements to the Integrated Client Management System (ICMS) enabling
new, easy-to-use interfaces for staff
Selection of an ICT platform supporting the Community Based Intake and Referral service
for Child and Family Reform
Development of an e-book of documentation and memories for children in care
Increase the use of digital forms
Integrate use of Genograms and Eco-maps into a digital toolset
Partner with Care Opinion Australia, an independently moderated website and service
allowing Queenslanders to share their stories about their experiences in care
Next steps (1–3 years)
Implement the chosen solution supporting Community Based Intake and Referral service
streamlining service delivery
Establish a proof-of-concept to determine a baseline of data matching quality and capability
through a service connecting government systems
Engage with other agencies to identify opportunities for a unified, single client identity
Investigate how to leverage the MyGov initiative
Develop a strategy for client identity and information for the NDIS implementation
Engage with clients to identify how they would like their information to be managed
Our future potential (3+ years)
Seamless and secure access to all client information in one place
Ability for clients to manage their own information
Single identity for engaging with all government services
Secure access with staff and partners only able to access the information required for their
role
Adopt digital signatures as a standard practice across our interactions
Increase the clients’ voice using digital tools to record experiences and reactions allowing
for a continuous cycle of improvement in our services
Benefits
Increased access to the right information, at the right time
Increased ability to make informed decisions
Increased ability for clients to manage their information
Decrease in inaccurate and duplicate information
Indicators of success
Increase in accuracy of client information
Decrease in information duplication
Increase in client satisfaction and engagement
Areas of focus 7 – Use and consumption of data to inform new service delivery
options
We will work with partner agencies and the private sector to develop new ways of delivering
services to our clients and partners with insightful design from innovative analytics of our
information.
We will also take advantage of the growing availability of data and analytics to develop new
service offerings that improve the quality of life for Queenslanders.
Next steps (1–3 years)
Engage with the ICT sector to understand and foster the development of data analytics
technologies and services that will enhance service delivery
Partner with research organisations to explore opportunities relating to big data
Encourage staff to innovate and use information when developing new ways of delivering
services to solve client needs
Promote the use of published open data for use by internal and external developers of
applications that can make a difference to our clients
Engage with the ICT sector to understand and foster the development of technologies that
will enhance service delivery
Our future potential (3+ years)
Emerging technologies and capabilities are an integral component of service transformation
and reform
Evaluate, prototype and integrate emerging trends in the use of our data into our service
delivery
Investigate deep machine learning concepts
Use new tools for more predictive analytics
Provide big data lakes for the analysis of data, along with a high-level definition of what
data exists in the lake
Explore the use of big data analytics cloud-based services across organisations
Benefits
Increased capability to deliver value to Queenslanders
Increased efficient and effective targeted service delivery
Increased engagement with partners,
the sector and other agencies
Indicators of success
Increase in value for money
Increase in client satisfaction
Decrease in time spend doing administrative tasks
Areas of focus 8 – Emerging technology and capabilities
Our digital future is driven by possibility and empowered by emerging technologies and
capabilities.
We will work with citizens, partner agencies and the private sector to develop new ways of
delivering value to our clients and connect emerging need with insightful design.
We will leverage opportunities and take managed risks to deliver a digitally enabled future that is
global in reach but has our clients at heart.
Next steps (1–3 years)
Partner with universities and research institutions to foster the development of new and
emerging on-the-ground solutions
Engage with other agencies to co-sponsor emerging technologies that have shared and/or
multiple benefits
Encourage staff to innovate and drive change through ICT-enabled solutions
Co-design services with digital disruption in mind, engaging with citizens, communities,
non-government organisations, industry and other government agencies
Our future potential (3+ years)
Departmental innovation is driven by a ‘dare to try’ culture underpinned by staff empowered
to take managed risk
Investment is made in fostering the development of emerging technologies
Emerging technologies and capabilities are an integral part of service transformation and
reform
Experimentation and digital disruption will be standard
Benefits
Increased capability to deliver value to clients
Increased efficiency and effectiveness of service delivery
Increased engagement with sector and other agencies
Increased economic benefit to Queensland communities through investment in ICT startups and small and medium sized enterprises (SMEs)
Indicators of success
Increase in value for money
Increase in workforce satisfaction
Decrease in time spent doing administrative tasks
Join the journey
For more information about our journey to a digitally enabled department, please contact:
CIO@communities.qld.gov.au