Call Centre & Online Services Branch Providing Integrated Service Delivery for Queensland Business
Role of Call Centre & Online Services Branch n A single entry point for businesses to access key government services and information n Operates in partnership with all levels of government and their agencies n Aims to simplify the process of establishing a business in Queensland
Call Centre & Online Services Branch n Objectives – Cut red tape – Save business time and money – Increase chances of survival and growth
Call Centre & Online Services Branch E-Government Case Study Business Licensing
“THE PROBLEM” n Starting a restaurant? – – – What licences would you need? Where would you go to get them? Is there much paperwork?
Restaurant Commonwealth Government Licences n n n n n 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
Restaurant State Government Licences n n n n n 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)
Restaurant Local Government Licences n n n n Food Premises, Places or Vehicle Registration Food Operators Licence Outdoor Dining Permit Trade Waste Permit Advertising Signage Approval Development Permit (IDAS) Commercial Vehicle Permit
“THE SOLUTION” SMARTLICENCE n 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 n 30 000 telephone packages provided annually
Smart. Licence n Licence processing at Spring Hill for Business names n Licence fee receipting and distribution of funds and applications to agencies n Assistance with completion of licence applications n 10 000 businesses registered annually
Smart. Licence Online n Smart. Licence Online is a unique web based diagnostic service allowing clients to determine their own licence requirements 24 hours a day 7 days per week n Pre-filling of core data across multiple forms n electronic lodgement, payment, and approval for business licences
Smart. Licence Online n Development driven by client demand government policy: – Client demand ØClient surveys began to reflect requests to discover and complete licences online ØGrowth in home based businesses (28% annually) ØConsultants commissioned to confirm this demand
Smart. Licence Online n Development driven by client demand government policy: – Government policy ØTo encourage business to take up ecommerce ØClients indicated they wanted government to lead n Client survey results, statistics and the consultants report used to justify new initiative proposal
Smart. Licence Online n 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
Smart. Licence Online n 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
Smart. Licence Online n System Development solutions: – Drew heavily from our successful paper based experience/intellectual property – Used existing infrastructure where possible: ØIntegrated receipting system ØCommonwealth Bank E-payments solution from our bookshop
Smart. Licence Online – Used existing infrastructure where possible (cont): ØUsed our telephone service database as the ‘content’ maintenance tool ØIntegrated 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
Smart. Licence Online n ‘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
Smart. Licence Online n ‘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
Smart. Licence Online n 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
Smart. Licence Online n Lessons – To be successful online you need: ØA good paper based system ØUnderstand your business/clients needs ØBuild on your success ØContinuous improvement ØUnderstand the risks and manage them, don’t let them control you
Other Online Services n Government Business Information Service (GOBi. S) 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
Other Online Services n 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
Call Centre & Online Services Branch n 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
Call Centre & Online Services Branch Providing Integrated Service Delivery for Queensland Business
Скачать презентацию Call Centre Online Services Branch Providing Integrated
0fbcf63bc858215be74b8340ef64fade.ppt