challenges for the sector
DESCRIPTION
.TRANSCRIPT
QAO Audit Update
Challenges for the changing public sector
28 November 2013
80 George St, Brisbane
Agenda
• QAO Update
– Anthony Close, Deputy Auditor-General
• Accountability in a changing public sector
– Michael Keane, Director – Central Agencies
• Delivering services efficiently
– Mayus Nath, Director – IS Risk and Data Analytics
– Andrew Spina, Deputy Director-General – DSITIA
QAO Update
Anthony Close
Deputy Auditor-General
Overview
• Our Public value
– QAO key audit products and services
• Strategic Audit Plan
Our Public Value
Reports to Parliament
Performance Audits
Results of Financial Audits
Strategic Audit Plan
Public Sector Audit
Financial Audits
Certifications
Controls Assurance
Specialist Services
Data Analytics IS Risk Treasury Tax
Corporate Services
Audit Support Information Technology
Finance Human
Resources
Audit Products
Advice to Parliament
Committee Advice
MP Advice
Referrals
Sector Corporate Stakeholder
Management Clients Community Industry Government Professional
Strategic Audit Plan
Strategic Audit Plan
Agriculture, Resources and Environment
22%
Education and Innovation
10%
Finance and Administration
7%
Health and Community
Services 16%
Legal Affairs and
Community Safety
9%
State Development, Infrastructure and Industry
12%
Transport, Housing and
Local Government
18%
#N/A 6%
26% response
rate to our
requests
Strategic Audit Plan
Strategic Audit Plan
Strategic Audit Plan
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Topic consultation
Assess topics and finalise draft Plan
Consultation on draft Plan
Plan published
For More Information
www.qao.qld.gov.au
– Audits in Progress
– Completed Reports
Accountability in a changing
public sector
Report to Parliament 6: 2013-14
Internal control systems
Michael Keane
Director – Central Agencies
Internal Controls 2012-13 (Report 6: 2013-14)
• CFO certification
• Internal audit
• Audit committees
• Corporate cards
Internal Controls Framework
CFO Certification – Audit findings
• Most departments had robust CFO certification
processes
• Improvements in the following areas:
– Design of the process – top down risk assessment
– Consulting earlier with the Director-General
– Clearly aligning significant financial reporting risks
with relevant account balances and key internal
controls being assessed
Internal audit resourcing against benchmarks
DT
ES
B
DP
C
DA
TS
IMA
DE
WS
D
EH
P
QT
T
DL
G
DS
DIP
DN
PR
SR
DA
FF
DN
RM
D
JA
G
DS
ITIA
D
CS
QP
S
DC
CS
DS
DH
PW
DT
MR
DE
TE
Do
H
0%
25%
50%
75%
100%
125%
150%
175%
200%
IA R
eso
urc
ing
agai
nst
be
nch
mar
ks
Departments
Potential over resourcing of IA
Within benchmark
Potential under resourcing of IA
IA Recommendation status
0
10
20
30
40
50
60
70
80
Not yet due 0 - 90 days 91 - 180 days 181 - 365 days Over 365 days
No
. of
au
dit
re
com
me
nd
atio
ns
Rated as high risk or priority 1 Rated as medium risk or priority 2
Audit Committee - external membership
0
1
2
3
4
5
6
7
8
9
10
No
. of
aud
it c
om
mit
tee
me
mb
ers
Departments
External members Internal members
Card expenditure against supplies and services
34%
18% 16%
12% 12% 11%
8% 7% 6% 5% 5%
4% 3% 3% 3% 3% 2% 2%
0.4% 0.2% 0%
5%
10%
15%
20%
25%
30%
35%
40%
Co
rpo
rate
car
d e
xpen
dit
ure
as
pe
rce
nta
ge o
f su
pp
lies
and
se
rvci
es
Departments
Processing costs for Shared Services
677,096
1,286,393
609,297
- 142,622 142,622
$-
$2
$4
$6
$8
$10
$12
$14
$16
$18
-
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
Current state Projected state
Pro
ce
ssin
g c
ost (M
illio
ns )
Nu
mb
er
of tr
an
sa
ctio
ns
Purchase-to-pay transactions more than or equal to $5 000
Purchase-to-pay transactions less than $5 000
Corporate card transactions
Projected Savings of $10.6m
Delivering services efficiently
Report to Parliament 8: 2012-13
Online Service Delivery
Mayus Nath
Director – IS Risk and Data Analytics
Introduction
• Strong and growing demand for online public
sector services
• Expectation on public sector to offer same speed
and responsiveness as private sector
– Efficient and cost effective service delivery
– Channel management for optimal mix with the
customer in mind
Audit objectives
• Are public sector online services available and
accessible?
• Does the public sector have technology
capability and is the information collected
through online services secure?
• Are online services cost-effective?
Agencies examined
1. Brisbane City Council (BCC)
2. Smart Service Queensland (SSQ), Department of
Science, Information Technology, Innovation and the Arts
(DSITIA)
3. Department of Transport and Main Roads
4. Department of Tourism, Major Events, Small Business
and the Commonwealth Games
5. Office of State Revenue, Queensland Treasury and Trade
• All other departments were surveyed to determine the
current level of services each offered online.
Conclusions
• Not meeting increasing customer expectations of
more online service options.
• Lack of strategic leadership, central coordination
and failure to update technology.
– Credit card holder data collected complies with security
standards, but less assurance that other personal
information collected is well protected.
• Most agencies do not record and manage the
cost of delivering services through specific
channels.
Findings
• Status of online service delivery was well short
of expectations
• Service delivery strategies across the public
sector not coordinated and aligned
• Technology capability not sufficient to support
growth of the online channel
• Security of non-financial personal information
not robust in two of the four departments audited
• Cost data not used to inform channel strategies
Recommendations
Service delivery options
1. DSITIA ensures the central channel strategy includes:
– aligning current service delivery options with customer needs,
service characteristics and central priorities
– increasing the number of services available online and moving
customers to the preferred channels
– a benefits realisation plan and migration plan for each
department
– performance indicators to measure the success of the online
channel for satisfying customer needs.
2. Each department develops and implements a channel
strategy consistent with the central strategy.
Recommendations
Technology capability and security of online services
3. All departments document the security design and use
this to identify and mitigate security risks of online
services.
4. All departments and BCC identify cost-effective
technology solutions to expand their online channel and
use authentication services for complex online services.
Recommendations
Cost-effectiveness of online services
5. All departments and BCC collect and use data on cost
and demand to optimise the mix of channels used for
services.
6. DSITIA reviews SSQ’s business model and costs to
ensure the benefits of using a service provider for
departments are realised.
Further information
For copies of Report 8: 2012-13 Online Service Delivery
please refer to: www.qao.qld.gov.au/report-8-:-2012-13
Delivering services efficiently
Themes from the
Auditor-General’s Report 8: 2012-13
Online Service Delivery
Andrew Spina, Deputy Director-General, Government ICT Division, DSITIA
QAO Client Session 28 Nov 2013
Session Topic
How the Government’s One-Stop
Shop program is addressing
some of the key themes in the
AG's Report 8 : 2012-13 Online
service delivery, and how the
agenda of delivering services
efficiently is being progressed.
Overview: Government’s One-Stop Shop The Queensland Government One-Stop Shop Plan 2013-18 provides the direction and future
roadmap for the Queensland Government’s service delivery approach. DSITIA is responsible
for its delivery. The Plan is supported by a program of activities to be rolled-out over the next
5+ years which will deliver visible customer improvements alongside efficiency and whole of
government capability building pieces.
One-Stop Shop
• Government have committed to focusing on online services through the One-Stop Shop program.
• We know that over 90 per cent of enquiries to Queensland Government are basic information
enquiries or simple transactions that customers want to deal with online or at the first point of
contact. Through the One-Stop Shop plan we will make this happen.
• At present there are multiple service delivery access points with inconsistent information – 146
department websites, hundreds of telephone numbers and 16 contact centres and over 300
counters. Through the One-Stop Shop plan we will address this. For the first time we have a full
list of services across government and how they are being delivered and we will use this to
baseline our success.
• We know that 42 per cent of people would prefer to access services online, but there are low
levels of information (40 per cent) and transactions (28 per cent) available online. We are going to
work with you to ramp up online access as a priority.
Our immediate focus
In the next year, our focus is on the availability of online services, while delivering improvements in phone services and
piloting regional service outlets.
One-Stop Shop Governance
The One-Stop Shop Cabinet Submission
outlined the governance structure,
proposed membership and
responsibilities to support the Director-
General (DSITIA), as the accountable
officer, in implementation of the program,
including:
• One-Stop Shop CEO Sponsoring
Group
• Program Board (with multi agency
participation)
• Online service delivery sub committee
& other Workstream/Initiative Boards
• Senior Responsible Officers in each
agency.
One-Stop Shop Projects Project Managers
Project Boards
Agency Senior Responsible Officers Program Director
Service Delivery Network
One-Stop Shop Program Board Executive Sponsors (DSITIA & DPC) Program Board - DDG level
Sponsoring Group DG, DSITIA (Accountable Officer)
CEO Sponsoring Group
How One-Stop Shop is addressing the
Auditor-General Report recommendations?
Recommendation 1:
Development of a Central Channel Strategy.
– A key feature of the One-Stop Shop Plan is a centre-led policy framework
which will provide a set of guidelines, standards and assessment
methodology to ensure a seamless customer experience.
– It will cover: channel strategy at whole-of-government and agency levels;
benefits management and realisation; agency service and channel migration
roadmaps; contestable service delivery models; collaboration and sharing of
tools and capabilities; and customer-centric design and continuous
improvement.
– All agencies will be responsible for ensuring their services are optimised and
co-ordinated in line with the One-Stop Shop policy framework and that
progress is delivered against the service and channel migration roadmap and
benefits are reported via a One-Stop Shop online dashboard.
Recommendation 1 (ii):
Increasing the number of services available online
and moving customers to the preferred channels
for each service.
– The One-Stop Shop seeks to deepen the service content available online
through www.qld.gov.au, and to ensure that information is available to answer
basic enquiries for all services by June 2014. Already agencies are moving
an increasing number of services online. Eg. The Business and Industry
Portal added an additional 153 business and industry services last financial
year and is continuing to grow.
– The One-Stop Shop is also seeking to add 200 new online transactions within
its first two years of implementation and includes an active campaign to
increase online customer migration and uptake.
– The One-Stop Shop Plan also includes piloting new channels such as social
media, mobile apps and click to chat.
Recommendation 2:
Each department develops and implements a channel
strategy consistent with the central strategy.
– Some government departments have already developed their own individual
channel strategies and will need to review these to ensure alignment with the
central channel strategy.
– DSITIA is working with most agencies to support service mapping and
channel migration roadmaps.
– Each agency will be required to have an agreed service and channel
migration roadmap in place by December 2013 to identify and prioritise future
service provision (with particular emphasis on online service opportunities)
which will inform an agency-specific channel strategy.
Recommendation 3:
It is recommended that all departments document the
security design and use this to identify and mitigate security
risks of online services.
– Implementation of this recommendation is undertaken by individual
departments.
– DSITIA commissioned an external security expert to audit the current
security design and practices for www.qld.gov.au and developed an
online security plan and implementation schedule for services.
Recommendation 4:
All departments identify cost-effective technology
solutions to expand their online channel and use
authentication services for complex online services.
– The One-Stop Shop plan includes a schedule of proposed cost-effective
technology solutions to drive online service delivery over the next three to five
years for all agencies to use.
– The One-Stop Shop Plan includes establishment of new whole-of-government
capabilities for customer authentication which will enable customers to apply
for services (ie licences) etc without having to repeatedly provide proof of
name and address. Once customers have registered they can use their
government account across all channels/services.
Recommendation 5:
All departments collect and use data on cost and
demand to optimise the mix of channels used for
services.
– The One-Stop Shop Policy Framework will include channel migration planning
and will be supported by a benefits management and realisation framework.
There will be a strong focus on sourcing and using data on costs and
demand.
Recommendation 6:
Smart Service Queensland's business model and costs
are reviewed to ensure the benefits of using a service
provider for departments are realised.
– Smart Service Queensland’s business model will be considered in the context
of the government’s One-Stop Shop Policy Framework and the government’s
contestable service delivery framework.
Agency Collaboration
• Each agency has nominated a Champion to work with DSITIA to
deliver the One-Stop Shop program.
• All agencies are encouraged to discuss any service issues and
service expansion requirements with us.
• CFO’s and CIO’s are encouraged to spend time with their agency
champion and the One-Stop Shop office to get an understanding of
this new service delivery opportunity.
Contact: Fiona Armstrong
Executive Director, One Stop Shop Strategy and Implementation Office