customer service transformation service nsw july 2012
TRANSCRIPT
Customer Service Transformation
Service NSW
July 2012
SIMPLER GOVERNMENT SERVICES PLAN
2
Sim
ple
r G
ove
rnm
ent
Ser
vice
Pla
n
One-stop-shops where multiple transactions are carried out efficiently for customers
A customer friendly government web portal
A single 24/7 NSW Government phone service
Mobile applications that provide real-time information as customers need it
Establish a Service NSW entity to provide:
CUSTOMER SERVICE TRANSFORMATION
3
Departmental Support
Departm
ent 1
Departm
ent 2
Departm
ent 3
Departm
ent 4
Departm
ent 5
Customer
Frag
men
ted valu
e
Source: Transforming the citizen experience – One Stop Shop for public services – PwC November 2011
Dept 1
Dept 2
Dept 3
Dept 4
Dept 5
Interface
Frag
men
ted valu
e
Customer
Customer
Department-Centric Approach Customer-Centric Approach
TRANCHE IMPLEMENTATION OF NEW CUSTOMER SERVICE MODEL
Service NSW: Tranches
A customer centric public sector organisation that is delivering superior customer experience (>95%) through an optimum channel mix, with lowest cost to serve, offering 100% of all NSW government transactional services and a broad suite of Commonwealth and Local Government transactions
Key
Ou
tco
mes
2012 – 2013• Transformational
journey and roadmap developed
• Improved access to services and increased customer experience
• 18 One Stop Shops• 24/7 Contact Centre• Web portal • 210 transactional
services
“Foundation”Tranche 1
“Transformation”Tranche 2
“Integration”Tranche 3
“Optimisation”Tranche 4
“Picture of Success”
2013 – 2014• Increased services &
footprint• Consolidated
technology architecture
• Single integrated web portal
• Social media presence
• Improved reporting & analytics (Operation level)
• Differentiated customer experience (Business)
2014 – 2015• 3rd party provision of
services in regional locations
• Differentiated customer experience (Citizen)
• Advanced reporting & analytics for resource allocation (Government level)
• Single integrated hosted platform across agencies
• 100% online availability of transactions
• Multichannel integration
• Catalogue based pricing
2016 – 2017• Optimum number of
One-Stop-Shops • Reduced cost to
serve• Superior customer
experience & satisfaction
• Proactive cross-servicing
• Single view of the customer
• Full transparency of all government service provision
5
18 One-stop-shops
24/7 Telephone Service
Web portal within nsw.gov.au
Initial bundle of 210 services
Tranche 1 Deliverables
6
Tran
saction
al Services
Case / Contact Management System
OneGov
OS
R
RM
S
NSW.GOV.AU
Lo
cal &
C’W
ealth
Go
vt
GL
S
AG
’s
Connectivity to Agency Systems
Knowledge Base
Departments, Agencies & Utilities
Service NSW
One Stop Shops Contact Centre (24/7) Online/Mobile Access
Tranche 1 Service Delivery Model
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Service NSW will act as a single point of contact across and provide 210 transactional services
*Individual Tranche 1 transactions to be finalised with agencies during Implementation Phase
Se
rvic
e N
SW
Tra
nc
he
1S
co
pe
of
Se
rvic
es
* Finance Services
Premier & Cabinet
DTIRIS
Transport for NSW
NSW Ministry of Health
Attorney General & Justice
Family & Community Services
Legend
Department
Agency
n Number of transaction types
Office of Fair Trading
22
Attorney General & Justice
1
NSW Housing
2
Ageing, Disability & Home Care
2.4%
Board of Surveying & Spatial
1%
Division of Local Government
1%
National Parks & Wildlife
1
NSW Electoral Commission
2
Office of Environment & Heritage
2
Primary Industries
1%
NSW Fisheries
2
Liquor, Gaming & Racing
3
Office of State Revenue
5
Planning & Infrastructure
4
Public Health
2
NSW Registry of BDM
3%
Roads & Maritime Services
64%
Department of Education
1%
Other Transport Services
1.4%
Health Support Services
3%
Education and Communities
7
5
2
2
2
135
6
2
3
0.5%
1%
10.5%
0.5%
1.4%
1%
2.3%
1%
1% 2%
1%
n% % of total transaction volumes forTranche 1
Tranche 1 Service Offering
18 One Stop Shops in initial offering
1. Central Coast 2. Liverpool3. Penrith 4. Newcastle5. Parramatta 6. Sydney CBD (South)7. Chatswood 8. Sydney CBD (North)9. Wagga Wagga 10. Wollongong11. Tweed Heads 12. Lismore13. Queanbeyan 14. Tamworth15. Port Macquarie 16. Dubbo 17. Orange 18. Kiama
> 8,000 information lines and government contact centre phone numbers
> 380 government operated shop fronts
> 900 individual government websites
~2,500 FTE across government service delivery functions
30 government call centres
NSW government currently delivers services via:
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NSW Government Service Delivery Today
Current NSW Government services are fragmented, with inconsistent offerings and limited transparency, creating a gap between the ever-increasing customer expectations and NSW’s service delivery capabilities
Estimated Total
Yearly Operating
Costs : ~$493M
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40% fewer information lines and government contact centre phone numbers
100–120 Service NSW One-Stop-Shops
1 integrated website interface supported by ~300 individual agency websites
~1,600 FTE across government service delivery functions
1 integrated Government Contact Centre delivered via < 10 locations
Service NSW is forecast to deliver services via:
* Indicative figures based on data forecasts created for the Service NSW Tranche 1 Business Case, subject to change according to future implementation approach
ServiceNSW will simplify citizen access to government services, restoring community trust in the NSW government through the creation of a customer service culture
NSW Government Service Delivery Tomorrow
Estimated Total
Yearly Operating
Costs : ~$269M
11Market research conducted by the Boston Consulting Group in partnership with DBM
The level of citizen satisfaction in NSW is significantly lower than in other states and Commonwealth agencies
Customer Satisfaction
17% behind next lowest performer: Commonwealth Department of Human Services
28% behind national leader: Service Tasmania
% of customers who are satisfied100
90
70
60
0
Federal DHS (CLK, MA, CSA)
83%
Information Victoria
86%
Canberra Connect
90%92%
94%93%
Service SANSW Customer
Voice -Businesses
Service Tasmania
91%
80
NZ information
Service Ontario
NZ transactions
94%
66%
NSW Customer
Voice -Citizens
69%
Ipsos NSW Overall
60%
50
(2008) (2011)
(2010)
(2010) (2011)
(2011)(2012) (2012)
12
Benefits range across a number of stakeholders, with citizen’s gaining in productivity through “freeing people up to get on with their lives”
Agencies
Able to focus on core business activities and services
Lower cost and flexibility resulting from outsources service provision
Full service suite availability for smaller scale agencies
Access to broadcasting capability (e.g. natural disasters)
Government
Increased level of satisfaction and trust of citizens*
More efficient and effective service delivery
Consolidation of disparate service providers
Whole of government saving of $1.2 Billion
Visibility of service provision across sector in real-time through system generated data
Citizens & Businesses
Simplified access to government services
Improved customer experience
Improved transparency of government services
Empowerment to select service channel
Consistent service across channels and locations
Productivity gains:
• Reduction in time spent by citizen visiting shop fronts to interact with government (current estimate of productivity loss - 1.2 hours per household per annum or ~$124 million annually)
• Reduction in time spent by registered NSW businesses visiting shop fronts and understanding government regulation (current estimate of productivity loss – 5 hours per business per week)
Stakeholder Benefits
*Research has shown that the level of satisfaction with government services contributes to the degree of confidence that citizens have in their government and
public institutions.