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)

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