Integrating 3 levels of government services Case Studies

Integrating 3 levels of government services …Case Studies, Lessons Learnt & Future Challenges Jill Taylor TIGERS Program Manager 4 June 2003

Presentation Overview n About TIGERS – Overview – Areas of Activities n Case Studies n Lessons Learnt n Future Challenges

About TIGERS Trials of Innovative Government Electronic Regional Services n. Objective - to facilitate & develop models/prototypes for integrated service delivery across the three levels of government n. Making it easier for people to do business with government

3 Stages of TIGERS n Facilitating over-the-counter Commonwealth services in regional and rural Tasmania n Trialling of integrated government online crossjurisdictional service models n Capture and sharing knowledge and intellectual property to facilitate adoption of models elsewhere

Early TIGERS initiatives Over the Counter Services TIGERS facilitated expansion of Commonwealth services in Service Tasmania (State Government) shops n Welfare services in 7 locations n Health/Medical claims in 11 locations n n Taxation services in 14 locations Family Court services relating to divorce n Information on financial assistance

Early TIGERS initiatives Videoconferencing trial 1. Involved Commonwealth and State Government agencies 2. Located in 3 rural Service Tasmania shops 3. Findings: 1. Clearly improved accessibility 2. New delivery methods need to allow time for customer acceptance and usage 3. Showed that “one size does not fit all’ 4. Commonwealth services successfully delivered using another government as an intermediary 5. Successful trial - an ongoing service delivery channel

Available Service Pack models

State/Local Gov’t TIGERS trials Commonwealth Gov’t fish. Online TOURISM TASMANIA DEPARTMENT OF HEALTH AND HUMAN SERVICES Exports Retirement DEPARTMENT of TREASURY and FINANCE Starting School MARINE and SAFETY TASMANIA Birth of a Child DEPARTMENT of INFRASTRUCTURE ENERGY and RESOURCES Home. In. Site Snapshot of government involvement DEPARTMENT of EDUCATION Lan. DA DEPARTMENT of STATE DEVELOPMENT INLAND FISHERIES SERVICE Electronic Integration LEGAL AID DEPARTMENT of PRIMARY INDUSTRIES WATER and ENVIRONMENT Over the Counter services DEPARTMENT of JUSTICE and INDUSTRIAL RELATIONS Video Conferencing SERVICE TASMANIA Cross-channel Authentication & Access HOBART CITY COUNCIL Services Compendium GLENORCHY CITY COUNCIL BRIGHTON COUNCIL Integrated Transactions Reference Group TIGERS Steering Committee PPP ISIS DVA Baseline Data Business Development Group Interested Parties Online Council Officials State Government Reference Group

Case Study - Fishonline n n www. fishonline. tas. gov. au Customer centric cross-jurisdictional integrated government service Developed in 3 Phases – content integration – expansion & enhancement – online transaction n Automatically harvests data from different agencies - static and dynamic Agreement on standards and protocols Business benefits - collaboration between agencies

Case Study - Planning applications online - Lan. DA - www. planningapplications. tas. gov. au n n n Improved service delivery Addressed unavailability of suitable content for web enabled delivery Varying states of readiness of participating organisations Delivering compliance information simply Cross-jurisdiction portability

Case Study - Networked Online Veterans’ Electronic Lodgment n n n Merging the old with the new Dealing with a discrete client group Working around legislative constraints Form design in the context of different channels Trusted third party Trial for national roll out

Case Study - Government Electronic Integration - Hydra n n Start small and grow Open system versus commercial products Importance of systems documentation and acceptance testing Features of technical solution – – distributed and decentralised accepted standards scalable and easy to implement robust and secure

Case Study - Transport Online Application Delivery System (TOADS) n n n Based on business benefit Improved client service Automated online approval Secure system Privacy - Commonwealth Privacy Act 1988 compliance Time efficient and cost effective

Learnings - Building Services for Clients n n E-Government not just about technology Clients deal with many agencies and jurisdictions Define sets of clients and channel preference Identifying key services for integration

Lessons Learnt - Identifying Benefits n Benefits to Clients and the Community n Benefits to Agencies n Benefits of undertaking trials n Variation in payback period

Lessons Learnt - Managing Organisations n n n Integrated services versus core business Importance of high level agency commitment Value of the ‘honest broker’ Stakeholder management Varying capacity of participating organisations Protection of individual branding

Lessons Learnt - Managing Financial Relationships n n n Costs not just technology Valuable initiatives may not create cost savings Budget capacity versus budget flexibility Value in small injection of funds Sustainability

Lessons Learnt - Project Management n n n n Governance processes Relationship to agency processes Involvement of decision makers Use of Quality Assurance Greater effort required where greater number involved Think strategically but implement pragmatically Effective management of contractors

Lessons Learnt - Managing Technology n n n Importance of Interoperability Web services help to support interoperability Standards and frameworks still being developed Authentication is a business process issue Intellectual Property Systems documentation

Lessons Learnt - Managing information & data n n n Need to re-purpose information Information structures must represent client needs Dynamic nature of information must be addressed Importance of information standards and metadata Ongoing maintenance

Lessons Learnt - Improving Industry Capability n n n New skill set required by contractors Value of consortia Capacity of SMEs Contract management Methodology of contractors

Future Challenges for e-Government n n n Focus on the client Identify benefits Managing organisations and finances Managing technology and information Partnerships

Future Challenges for Project Managers n n n Keeping abreast of a changing environment Identifying common goals and opportunities Demonstrating leadership Taking calculated risks - thinking outside the square Flexibility Robust project planning and management

More information. . . Jill Taylor Program Manager Telephone: 03 6233 2372 email: jill. taylor@noie. gov. au website: www. govonline. com. au/tigers