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Enhancing Government Services Online for Better Citizen Experience

Dive into how innovative online services are shaping public sector productivity and improving citizen experiences. Discover the significance of engagement, new support channels, and open data in revolutionizing service delivery. Learn about pioneering initiatives like Immigration Visa and DHS Mobile Offices that are setting the benchmark in government innovation. Stay informed and engaged with the evolving landscape of e-government services.

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Enhancing Government Services Online for Better Citizen Experience

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  1. Tell us once: building better online services 1 • Peter Alexander • Assistant Secretary • Online Services Branch • Australian Government Information Management Office • Department of Finance and Deregulation AUSTRALIAN GOVERNMENT INFORMATION MANAGEMENT OFFICE (AGIMO)

  2. 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

  3. BUT importantly ... • Don't stuff up • Don't breach privacy • Don't breach security • Don't embarrass us • Don’t etc, etc, etc.

  4. The internet is the preferred channel for government services

  5. 45% of Australians prefer contacting government via internet over other channels Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009

  6. This preference has consistently grown over time Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009

  7. The reason: convenience Source: Interacting with Government: Australians’ use and satisfaction with e-government services 2009

  8. Online services: making things easier for the public and improving public sector productivity

  9. Draft ICT Strategic Vision

  10. 1. Good experience

  11. 2. Better experience

  12. 3. Best experience

  13. Innovative approaches will get us there • So how does government innovate?

  14. Gov 2.0

  15. Service design: engage with people about what services they need

  16. Service delivery: new channels for support

  17. Service improvement: increased use of online feedback systems

  18. Service innovation: open data and Government-powered services

  19. Public Services innovation in service delivery comes from • Our customers, clients, users. • Our suppliers, service providers. • Academics, researchers, other governments (jurisdictions) • Our leaders. • .....

  20. .... 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.

  21. 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

  22. Thanks

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