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Call Centre & Online Services Branch

Call Centre & Online Services Branch. Providing Integrated Service Delivery for Queensland Business. Role of Call Centre & Online Services Branch. A single entry point for businesses to access key government services and information

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Call Centre & Online Services Branch

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  1. Call Centre & Online Services Branch Providing Integrated Service Delivery for Queensland Business

  2. Role of Call Centre & Online Services Branch • A single entry point for businesses to access key government services and information • Operates in partnership with all levels of government and their agencies • Aims to simplify the process of establishing a business in Queensland

  3. Call Centre & Online Services Branch • Objectives • Cut red tape • Save business time and money • Increase chances of survival and growth

  4. Call Centre & Online Services Branch E-Government Case Study Business Licensing

  5. “THE PROBLEM” • Starting a restaurant? • What licences would you need? • Where would you go to get them? • Is there much paperwork?

  6. Restaurant CommonwealthGovernment Licences • ABN Registration (Individuals) • ABN Registration (Companies/Others) • Company Registration (Australian) • Goods and Services Tax (GST) Registration • PAYG Registration • Superannuation Guarantee Requirements • Trade Mark Registration • Music Public Performance Licence (PPCA) • Music Performance/Broadcast Licence (APRA) • Fringe Benefits Tax Requirements

  7. Restaurant StateGovernment Licences • Business Name Registration • Workers Compensation • Pay-roll Tax • Limited Partnership Formation Certificate • Training Contract (Apprenticeship) • Vehicle Registration (Commercial Vehicles) • Plant Registration (Classified/Specified) • Fish Buyer’s/Seller’s Licence (from Fisherman) • Fish Storage Licence • Liquor Licence (On -Premises)

  8. Restaurant LocalGovernment Licences • Food Premises, Places or Vehicle Registration • Food Operators Licence • Outdoor Dining Permit • Trade Waste Permit • Advertising Signage Approval • Development Permit (IDAS) • Commercial Vehicle Permit

  9. “THE SOLUTION” SMARTLICENCE • A seamless integration of local, state and commonwealth business licensing information provided through: • a single state-wide local call telephone /freepost service • the Internet • Counter services at Spring Hill and DSDI’s State Development and Innovation Centres throughout Queensland • 30 000 telephone packages provided annually

  10. SmartLicence • Licence processing at Spring Hill for Business names • Licence fee receipting and distribution of funds and applications to agencies • Assistance with completion of licence applications • 10 000 businesses registered annually

  11. SmartLicence Online • SmartLicence Online is a unique web based diagnostic service allowing clients to determine their own licence requirements 24 hours a day 7 days per week • Pre-filling of core data across multiple forms • electronic lodgement, payment, and approval for business licences

  12. SmartLicence Online • Development driven by client demand and government policy: • Client demand • Client surveys began to reflect requests to discover and complete licences online • Growth in home based businesses (28% annually) • Consultants commissioned to confirm this demand

  13. SmartLicence Online • Development driven by client demand and government policy: • Government policy • To encourage business to take up e-commerce • Clients indicated they wanted government to lead • Client survey results, statistics and the consultants report used to justify new initiative proposal

  14. SmartLicence Online • System Development challenges: • Diagnose a clients requirements • Deliver the application forms and supporting documentation • Transfer common details across multiple forms • Protect the security and privacy of client information

  15. SmartLicence Online • System Development challenges (cont): • Allow completion, lodgement and payment on-line • Securely deliver completed applications to agencies in multiple formats • Minimise future IT programming overheads • Link with existing government web sites

  16. SmartLicence Online • System Development solutions: • Drew heavily from our successful paper based experience/intellectual property • Used existing infrastructure where possible: • Integrated receipting system • Commonwealth Bank E-payments solution from our bookshop

  17. SmartLicence Online • Used existing infrastructure where possible (cont): • Used our telephone service database as the ‘content’ maintenance tool • Integrated system with Department’s secure ‘Smart site’ • Purchased an off the shelf forms design software that incorporated simple to use programming functions • Used IT consultants to pull it together

  18. SmartLicence Online • ‘Political’ challenges: • Few State agencies providing online licensing • Some regulatory agencies don’t have a ‘business customer focus’ or have few funds for this kind of development • Cost • No other interstate or overseas model to benchmark with/or demonstrate the capability

  19. SmartLicence Online • ‘Political’ solutions: • Concentrated on local councils to develop online transactions • Concentrated on our core business, i.e. ‘Starting a Business’ • Participate with State agencies to deliver State transactions • Minimised cost by building on existing infrastructure and intellectual property • Used our strong client support to convince the Department

  20. SmartLicence Online • Results • Over 50 000 business intenders downloading licensing packages • Over 80% client satisfaction • ADOBE in the US to use us a case study • Export to New Guinea

  21. SmartLicence Online • Lessons • To be successful online you need: • A good paper based system • Understand your business/clients needs • Build on your success • Continuous improvement • Understand the risks and manage them, don’t let them control you

  22. Other Online Services • Government Business Information Service (GOBiS) Online An interactive version of the telephone service. Clients answer a few questions and receive a tailored list (including details) of all Commonwealth and State government support

  23. Other Online Services • Smart Small Business Website • A range of interactive services and information designed to assist a business start up and operate in Queensland • The most comprehensive site in Australia • http://www.smartsmallbusiness.qld.gov.au

  24. Call Centre & Online Services Branch • 2005 Developments • An online financial ‘health’ check for a range of small businesses • An interactive ‘business idea’ viability check and tailored report • Work Place Health and Safety and Employment diagnostics • Additional online transactions for councils

  25. Call Centre & Online Services Branch Providing Integrated Service Delivery for Queensland Business

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