Jane TreadwellChief Information Officer
Portals
Websites
Smart cards
One stop shops &
Tailored services
Australia - A Thumbnail Sketch
� Land mass of 7,692,030 square kilometres
� Population of 19,138,368 people as at May 2000
� 14% of population living in rural areas
� 2.6 million people (13.6%) speak a language other thanEnglish at home
� Three tiers of government - Commonwealth, State (or Territory)and local
About Centrelink� Created in 1997 to remove the complexity for Australians
accessing government services
� One-stop-shop for integrated access
� Delivers a wide range of services, to a wide range of peopleon behalf of a wide range of client departments
� Services delivered under purchaser/provider arrangements
� One stop shop for a range of government services
� Customers
������������The Retired ����������������Families ������������Young People������������Sole Parents ������������Students ������������Job Seekers������������Widows ������������Veterans ������������Carers������������Primary ������������People with a ������������People with a Producers disability short term ������������Indigenous incapacity
Making a difference to the Australian community throughresponsive, high quality government services, options andopportunities and in giving value for money
YESTERDAY: NO CHOICES
The way we serve our customers is changing -yesterday
Families
Job Seekers
Students
Retired
Disabled
TODAY: MORE CHANNELS AND BETTER LINKING
Rural
Indigenous
Multi-Cultural
The way we serve our customers is changing -today
Families
Job Seekers
Students
Retired
People withDisability
One to One Offer
TOMORROW: A MULTICHANNEL GATEWAY ANYWHERE, ANY TIME
The way we serve our customers is changing -tomorrow
Families
Job Seekers
Students
Retired
Disability
Government One Stop Shop
ConnectionsGateway
+Government
Communities
Customer Expectations
� Understood & treated as individuals
� Clear, complete, accurate & reliable information
� Prompt, efficient and responsive services
� Process delivers the results and the right answer the first time
� Caring staff who have positive attitudes
� Service delivered where and when it is needed
� Treated with respect and as an equal
� Tell their story only once
� Personal information is kept confidential
Centrelink Service Delivery Network
Centrelink Network and Contacts
� 1000 points of service delivery, including 26 Call Centres
� 22,000 staff
� 6.4 million customers
� 70 different products and services
� 232 million payments each year ($47B)
� 100 million letters are sent to customers each year
� 116,000 home visits to customers
� 6.5 million office appointments
� 20 million phone calls received
� 28.9 million web site hits
� >3 billion online transactions
� 4th biggest user of IT in Australia
Customer Life Events
Centrelink�s Change Programme�Transforming Tomorrow�
This slide is the one with pictures of the web postoffice, etc
��Building the futureBuilding the future��Centrelink on LineCentrelink on Line
��Call Call Centre Centre AutomationAutomation
��Life EventsLife Events
��Expert SystemsExpert Systems
��CentrepayCentrepay
��Community ConnectionsCommunity Connections
��Government Info Government Info CentreCentre
��Accessing Australia PortalAccessing Australia Portal
Integration = ValueIntegration = Value
Value
Seamless Service
TransactionEffectiveness
Market SegmentEffectiveness
CentrelinkEffectiveness
Whole of GovtEffectiveness
Face-to-FaceFace-to-FaceCorrespondenceCorrespondence
Call CentresCall Centres
Phone Self-ServicePhone Self-Service
Web Self-ServiceWeb Self-Service
email Integrationemail Integration
Web Telephony IntegrationWeb Telephony Integration
Multi-Media Capabilities!Multi-Media Capabilities!
Enterprise ApplicationIntegration
Enterprise ApplicationIntegration
+ Wireless
New channels bring new risks, behaviours &expectationsNew channels bring new risks, behaviours &expectations
RisksExpectationBehaviours
Growing demandfor 24x7 access
19% of our customersused the web last year
700,000 Australiansmade a web purchase
Web access more thandoubled last year
2.8 million Australiansused the web from work
Web use is growing fastestwith students and retirees
52% paid billselectronically 39% use electronic
banking
Security and privacyremain issues
Staff resistancecauses failure
YouthFamiliesRetiredJob SeekersRuralMulti-CultDisabledIndigenous
Com
munit y
Com
munit y
Com
munit y Segm
entSegm
entSegm
ent
On Site
On Call
On Line
On Paper
Business ProcessBusiness ProcessBusiness Processengage assess plan/refer fulfil&followup
Low Medium High
Level of Risk/ComplexityLevel of Risk/ComplexityLevel of Risk/Complexity
Cha
nnel
Cha
nnel
Cha
nnel
Key Drivers
Issues & Opportunities� Rapid rise of e-business and customer expectations Faster, better,
cheaper
� Channel conflict / integration management
� New communication = new security & authentication -granular
� Electronic Transactions Act & Government Online requirements
� New business strategies (eg. CRM)
� Increased expectation of reliability & quality
� New skills for new technologies
� Alliance and partnership opportunities
� Purchasing and managing licenses for internet products
� Revenue possibilities through hosted advertising
Centrelink Learnings
� Current rate of change in technology requires a radical,aggressive response
� ICT needs to be viewed as an investment, not an expense
� Must present a seamless, simple front end to customers
� We must be able to deliver new services & products quickly
� Privacy, authentication and security are still challenges
� We cannot do it all on our own
� The services we offer must be the ones our customers want
� THINK BIG> START SMALL> SCALE FAST
�people
�processes
�portfolios
�platforms
�partners
�privacy
Information Technology Trends
� 47% or 3.2 million households had computers (May 1999)
� 22% or 1.5 million households had Internet access
� > 60% of households with Internet access have children
� 5.5 million people accessed the Internet from a site (work, home etc.)at some time in the 12 months prior to May 1999
� 25-39 years olds make up over half of all adult users
� 3.4% or 222,000 households do not have a telephone connected
Information and Technology services, structures, suppliers and systems
The Role
Centrelink
Community
Staff
Property
Contracts
Strategy
Knowledge
Organisation
Technology
Networks
Ministers/Board
Client Departments
Service IntegrationLif
e E
ven
t &
Ass
ess
FamiliesChildren
EmploymentDisability
RetirementYouth & StudentsRural Initiatives
Service PlanPayments
ConcessionCards
InformationReferral
DecisionsMgt Info
Trend Data
Advice$ Decision
ContactRefer
Support
STR
ON
GER
CO
MM
UN
I TI E
S
Organisations