Our future ways of working

Blueprint to a digitally enabled departmentContentsDirector-General’s messageOur vision for a digitally enabled departmentAreas of focusAreas of focus 1 – Mobile workforceAreas of focus 2 – Data and analyticsAreas of focus 3 – Multi-channel content deliveryAreas of focus 4 – Connect anywhereAreas of focus 5 – CollaborationAreas of focus 6 – Client digital identityAreas of focus 7 – Use and consumption of data to inform new service delivery optionsAreas of focus 8 – Emerging technology and capabilitiesJoin the journey

Director-General’s messageThe Department of Communities, Child Safety and Disability Services is committed to fostering a digitally connected, digitally inclusive and digitally empowered state where every Queenslander has access to the right services and relevant opportunities to realise their full potential.

This 10-year blueprint outlines how we as an organisation will work with Queenslanders, their communities, industry and across government to embrace technology, embed digitally enabled services and give Queenslanders choice, flexibility and autonomy in how they engage with government. A living document, we plan to update regularly reflecting on our progress towards a more digitally enabled future and adapting to emerging trends to ensure the department’s services exemplify our digital vision.

Our digital vision is about connection. It is about breaking down barriers, improving digital literacy, bringing families and communities together in new and innovative ways and connecting individuals with the information and opportunities that empower them with choice.

We will engage and partner with citizens, government, industry, sector and community stakeholders as we work towards realising this digital vision for human services in Queensland. We will also be encouraging all Queenslanders to get involved in this journey and help us to take advantage of these opportunities.

The blueprint establishes a clear path for how we will realise this digital vision and outlines the core activities that will contribute towards:

a mobile workforce that is equipped to deliver services when, where and how they are needed

a future-present department that uses information and analytics to anticipate emerging needs

a responsive co-designer of services that encourages more personalised ways of engaging with Queenslanders

a connected service partner where citizens, staff and service providers can access the right information anywhere, at any time and on any device

a collaborative community where geographical and linguistic diversity promote rather than restrict opportunities

a seamless government where the right information is shared across agencies to deliver better outcomes

an empowered organisation that is driven by possibility, takes managed risks and fosters innovative and inventive digital solutions to improve the lives of all Queenslanders.

This digitally enabled future provides a strong and exciting opportunity to shape the way Queenslanders engage with their government. Our vision for a digitally enabled department is about strengthening this engagement and I encourage you to join us on this journey.

Michael HoganDirector-GeneralDepartment of Communities, Child Safety and Disability Services

Our vision for a digitally enabled department

We will be a digitally equipped, digitally capable, and digitally enabled organisation that fosters autonomy, promotes independence and encourages all Queenslanders to reach their full potential.

We will connect ideas, people and outcomes with the digital capabilities, experiences and technologies that predict need, promote engagement and deliver endless possibilities for a bright and rewarding future.

For our industry and sector partners — human services sectorOur digital vision is for Queensland communities, individuals and the industry and sector partners that help support them and is a shared journey. To reach the potential of our digital vision we will work with our industry and sector partners to co-design solutions and digitally enabled capabilities.

Through this blueprint we will harness the potential of industry and the public to develop the technologies and capabilities that will transform not just the department’s ability, but the ability of our service partners to deliver human services in Queensland.

For our industry and sector partners — technology sectorBuilding a digitally enabled future for human services in Queensland is a significant challenge and one that every Queenslander is invested in. From local community groups, to  technology start-ups, to industry and sector partners, we can all contribute to delivering the knowledge, tools, creativity and capabilities that underpin this vision.

We will be looking to harness the potential of industry and the public through smart investment in collaborative initiatives, by fostering start-ups and by working with Queenslanders to shape and refine our digital transformation.

Areas of focus

This blueprint outlines the initiatives and actions required to become a digitally and technology enabled department and will guide our department as we transform the way we deliver services to our clients and stakeholders.

Eight key areas of focus have been identified to achieve this transformational change.

1. Mobile workforce2. Data and analytics3. Multi-channel content delivery4. Connect anywhere5. Collaboration6. Client digital identity7. Use and consumption of data to inform new service delivery options8. Emerging technology and capabilities

Areas of focus 1 – Mobile workforce

Our digital future will be mobile with clients able to access information and services when and where they want. Our staff and service partners will be equipped with the capabilities they need to deliver quality services on any device.

We will automatically capture the information we need, use real-time voice translators to remove language barriers and implement simple elegant and functional technologies that enable us to spend more time connecting with our clients.

Current initiatives and opportunities Family interaction tool — tablet with targeted clinical support and therapeutic applications Mobile tablet service — state-of-the-art tablet computers presenting a seamless work

anywhere and anytime capability with access to core and critical information Information Systems mobile viewer — easy view access to critical client information in a

mobile-friendly form Bring Your Own Device (BYOD) trial Mobile printers — Child Safety Officer-specific mobile print devices Voice-to-text transcription software Ink-to-text tablet handwriting recognition Transition desktop personal computers to tablet and mobile technologies

Next steps (1–3 years) Launch an enterprise mobility suite across the department offering Choose Your Own

Device (including BYOD and Corporate) Increase accessibility of critical systems on mobile devices Implement an enterprise mobility management solution Commission internal and external facing mobile applications (apps) that improve access to

services and empower staff and clients

Investigate opportunities to streamline and transform business practices using ICT-enabled mobile technologies and capabilities

Seamless two-way information exchange with industry and sector partners

Our future potential (3+ years)

Seamless information access on any mobile device

Automated real-time language translation tools Automated information capture and transparent information management

and recordkeeping Activity-based work environments, for example smart offices and government hubs Virtual meeting rooms

Benefits Increased time spent engaging with clients Increased capacity to break down language barriers Decreased administrative burden More flexible work environment

Indicators of success Increase in time spent engaging with clients Increase in staff using flexible work arrangements

Decrease in administrative burden on staff Increase in timely responses to clients and sector partners

Areas of focus 2 – Data and analytics

Our digital future will be empowered by information. We will be a future-present organisation equipped with predictive capabilities and analytics that anticipate need and enable us to position targeted services exactly when and where they are needed.

We will be transparent and connected with the community through open data and equipped with the right information to deliver efficient, effective and informed outcomes for Queenslanders.

Current initiatives and opportunities Assessing predictive analytics and structured data assessment tools Open data program as part of the Queensland Government Open Data Initiative Collaboration with research centres on connecting data from across government Assessing Geographic Information System (GIS) capabilities with Map Room, a self-service

mapping application to create dynamic maps to search, analyse and print location-based data

Next steps (1–3 years) Implement new analytics and database technologies Reduce and retire legacy information systems and technologies Automate and streamline current reporting activities with self-service reporting and

dashboards Implement business intelligence tools to support analytics and predictive modelling Include business architecture principles in all new business practices and reform activities Increase, streamline and automate open

data reporting Define and implement an information management framework

Our future potential (3+ years) On-demand and fully automated dashboard reporting Predictive modelling and natural language content analysis Geospatial and location based reporting

to support service prioritisation Single information repository Seamless data capture and lifecycle management Automated performance monitoring and reporting of business partners Secure and trusted sharing of client information with all parties involved

Benefits Increased ability to understand business needs Increased capacity for informed decision-making Increased accuracy and timeliness of reporting Decreased cost of reporting activities Increased transparency and accountability Increased capability to predict and respond to community needs

Indicators of success Increase in accuracy of reported information Increase in effectiveness of investment decisions Decrease in time spent on reporting activities by staff and business partners

Areas of focus 3 – Multi-channel content delivery

Our digital future is responsive and we will ensure that our staff, partners and clients can access content and information through the digital channel of their choosing. We will anticipate need and position content when and where people want it.

We will create opportunities for Queenslanders to engage in a manner that suits their needs and forge digitally enabled partnerships with our clients to improve their wellbeing, resilience and opportunity to lead better lives.

Current initiatives and opportunities Enterprise social collaboration platforms such as Yammer external networks to enhance

and enable collaboration with channel partners Standardisation of online information resources in alignment with whole-of-government

franchise activities Seniors and Carers Business Discount Scheme framework reform including the delivery of

multi-channel, for example web and mobile, search tools for Queenslanders

Next steps (1–3 years) Engage with clients to identify how they would like to connect with the department Work with key agencies to continue the roll-out of the One-Stop Shop initiatives Develop and trial online self-assessment and reporting tools Develop and enable a smooth transition to the National Disability Insurance Scheme (NDIS) Develop and implement strategies to promote departmental services using the most

appropriate delivery methods, such as apps for the youth market

Share challenges with communities and encourage crowd-sourced problem solving through the use of digital collaboration platforms

Our future potential (3+ years) Clients can engage with services when and how they want Digitally enabled self-assessment and reporting tools 24-hour online services and support Direct advertising and exposure of grants to relevant audiences Increased autonomy of staff to access information and provide services to clients Use non-traditional engagement platforms such as serious games to reach clients

Benefits Increased client autonomy and engagement Increased client satisfaction Decreased barriers to connect with clients More choice for Queenslanders

Indicators of success Increase in time spent connecting with clients Increase in use of self-assessment and reporting tools Decrease in complaints by clients Decrease in time spent on call centre activities allowing a shift in focus to those with greater

need

Areas of focus 4 – Connect anywhere

Our digital future is integrated and accessible so that we can connect the right people, with the right information, at the right time.

We have uninterrupted connection to the information and digital capabilities we need to deliver value, enabling our services to be continuous and accessible to every Queenslander.

Current initiatives and opportunities Direct access to enable seamless connectivity to the department’s corporate network Public access Wi-Fi pilot to enable Wi-Fi internet access to clients and partners from

department offices Statewide corporate Wi-Fi deployment to enable high speed mobile corporate Wi-Fi access

for staff Secure access via hard and soft token to enable remote access to the corporate network

from independent internet connected computers, for example, work from home Remote application access from any device, in any location, including other government

departments Brisbane CBD corporate Wi-Fi deployment to enable high speed mobile corporate Wi-Fi

access for staff

Next steps (1–3 years) Targeted public Wi-Fi access for clients at strategic locations Increase the availability of flexible access and virtual applications to support frontline

service delivery Increase the use of ICT-as-a-Service and cloud-based applications Queenslanders have ability to connect to information they need anytime, from anywhere

Our future potential (3+ years) Seamless and secure access to information through any internet connection Real-time synchronization of data and central backup to prevent data loss Proximity and geographically based authentication for accessing secure content Seamless continuity and synchronisation of applications and work when moving between

devices and locations Access to the right information at the right time Enable access to shared resources across government and industry while embracing new

methods of service delivery

Benefits Increased access to the right information, at the right time, for staff, clients and stakeholders Increased time spent engaging with clients Increased ability to deliver services in regional and remote areas Increased capacity to support Queenslanders affected by natural disasters

Indicators of success Increase in information accessibility Increase in time engaging with clients Increase in workforce satisfaction and retention

Areas of focus 5 – Collaboration

Our digital future will be engaging. We will break down language barriers to connect all Queenslanders with the right services. We will connect with, and be connected to, all parts of the state so that everyone, regardless of distance, has access to relevant opportunities.

We will collaborate in real-time with our colleagues and partners across the state and globe to develop digitally enabled solutions that reduce disadvantage, deliver value and change lives.

Current initiatives and opportunities State-wide implementation providing all staff with a unified collaboration platform including

instant messaging, desktop and application sharing Deployment of video conferencing tools enabling point-to-point and multi-party video

conferencing internally and with externally federated partners Implementation of Yammer Enterprise, the chosen corporate social media platform with

more than 4700 department users

Next steps (1–3 years) Enable next generation capabilities of online document sharing and collaboration Deploy a web portal for a collaboration platform to enable any external party to join any

internal collaboration sessions including video conferences Identify how clients would like to use digital technologies to communicate with the

department Develop tools to support business partners in digitally connecting with the department Increase the accessibility of information for individuals with disability

Our future potential (3+ years) Virtual face-to-face engagement with clients, partners and colleagues Seamless collaborative authoring tools to support geographically diverse work activities Contextually aware networks to link business activities with relevant resources and subject

matter experts Transmedia storytelling to increase client engagement Real-time language translation Leverage increased technology accessibility and target new audiences in a manner that

suits them any time of the day or year

Benefits Increased ability to engage with clients Increased ability to work with colleagues across the state Increased opportunities for Queenslanders

in regional and remote communities Increased employee satisfaction and staff retention

Indicators of success Increase in client engagement Increase in staff engagement and collaboration Increase in workforce satisfaction

Areas of focus 6 – Client digital identity

Our digital future will ensure our client information is secure and intuitive and smart processors will connect us with the information we need to deliver services that support Queenslander’s to lead better lives.

Our vision is that clients will be able to access the information and capabilities they need in a way that works for them. Each person will be able to tell their story once and connect with services across government in an efficient and effective way.

Current initiatives and opportunities Architectural improvements to the Integrated Client Management System (ICMS) enabling

new, easy-to-use interfaces for staff Selection of an ICT platform supporting the Community Based Intake and Referral service

for Child and Family Reform Development of an e-book of documentation and memories for children in care Increase the use of digital forms Integrate use of Genograms and Eco-maps into a digital toolset Partner with Care Opinion Australia, an independently moderated website and service

allowing Queenslanders to share their stories about their experiences in care

Next steps (1–3 years) Implement the chosen solution supporting Community Based Intake and Referral service

streamlining service delivery Establish a proof-of-concept to determine a baseline of data matching quality and capability

through a service connecting government systems Engage with other agencies to identify opportunities for a unified, single client identity Investigate how to leverage the MyGov initiative Develop a strategy for client identity and information for the NDIS implementation Engage with clients to identify how they would like their information to be managed Our future potential (3+ years) Seamless and secure access to all client information in one place Ability for clients to manage their own information Single identity for engaging with all government services Secure access with staff and partners only able to access the information required for their

role Adopt digital signatures as a standard practice across our interactions Increase the clients’ voice using digital tools to record experiences and reactions allowing

for a continuous cycle of improvement in our services

Benefits Increased access to the right information, at the right time Increased ability to make informed decisions Increased ability for clients to manage their information Decrease in inaccurate and duplicate information

Indicators of success Increase in accuracy of client information Decrease in information duplication Increase in client satisfaction and engagement

Areas of focus 7 – Use and consumption of data to inform new service delivery options

We will work with partner agencies and the private sector to develop new ways of delivering services to our clients and partners with insightful design from innovative analytics of our information.

We will also take advantage of the growing availability of data and analytics to develop new service offerings that improve the quality of life for Queenslanders.

Next steps (1–3 years) Engage with the ICT sector to understand and foster the development of data analytics

technologies and services that will enhance service delivery Partner with research organisations to explore opportunities relating to big data Encourage staff to innovate and use information when developing new ways of delivering

services to solve client needs Promote the use of published open data for use by internal and external developers of

applications that can make a difference to our clients Engage with the ICT sector to understand and foster the development of technologies that

will enhance service delivery

Our future potential (3+ years) Emerging technologies and capabilities are an integral component of service transformation

and reform Evaluate, prototype and integrate emerging trends in the use of our data into our service

delivery Investigate deep machine learning concepts Use new tools for more predictive analytics Provide big data lakes for the analysis of data, along with a high-level definition of what

data exists in the lake Explore the use of big data analytics cloud-based services across organisations

Benefits Increased capability to deliver value to Queenslanders Increased efficient and effective targeted service delivery Increased engagement with partners,

the sector and other agencies

Indicators of success Increase in value for money Increase in client satisfaction Decrease in time spend doing administrative tasks

Areas of focus 8 – Emerging technology and capabilities

Our digital future is driven by possibility and empowered by emerging technologies and capabilities.

We will work with citizens, partner agencies and the private sector to develop new ways of delivering value to our clients and connect emerging need with insightful design.

We will leverage opportunities and take managed risks to deliver a digitally enabled future that is global in reach but has our clients at heart.

Next steps (1–3 years) Partner with universities and research institutions to foster the development of new and

emerging on-the-ground solutions Engage with other agencies to co-sponsor emerging technologies that have shared and/or

multiple benefits Encourage staff to innovate and drive change through ICT-enabled solutions Co-design services with digital disruption in mind, engaging with citizens, communities,

non-government organisations, industry and other government agencies

Our future potential (3+ years) Departmental innovation is driven by a ‘dare to try’ culture underpinned by staff empowered

to take managed risk Investment is made in fostering the development of emerging technologies Emerging technologies and capabilities are an integral part of service transformation and

reform Experimentation and digital disruption will be standard

Benefits Increased capability to deliver value to clients Increased efficiency and effectiveness of service delivery Increased engagement with sector and other agencies Increased economic benefit to Queensland communities through investment in ICT start-

ups and small and medium sized enterprises (SMEs)

Indicators of success Increase in value for money Increase in workforce satisfaction Decrease in time spent doing administrative tasks

Join the journeyFor more information about our journey to a digitally enabled department, please contact: CIO@communities.qld.gov.au