Jane TreadwellChief Information Officer

Portals

Websites

Smart cards

One stop shops &

Tailored services

Australia - A Thumbnail Sketch

� Land mass of 7,692,030 square kilometres

� Population of 19,138,368 people as at May 2000

� 14% of population living in rural areas

� 2.6 million people (13.6%) speak a language other thanEnglish at home

� Three tiers of government - Commonwealth, State (or Territory)and local

About Centrelink� Created in 1997 to remove the complexity for Australians

accessing government services

� One-stop-shop for integrated access

� Delivers a wide range of services, to a wide range of peopleon behalf of a wide range of client departments

� Services delivered under purchaser/provider arrangements

� One stop shop for a range of government services

� Customers

������������The Retired ����������������Families ������������Young People������������Sole Parents ������������Students ������������Job Seekers������������Widows ������������Veterans ������������Carers������������Primary ������������People with a ������������People with a Producers disability short term ������������Indigenous incapacity

Making a difference to the Australian community throughresponsive, high quality government services, options andopportunities and in giving value for money

YESTERDAY: NO CHOICES

The way we serve our customers is changing -yesterday

Families

Job Seekers

Students

Retired

Disabled

TODAY: MORE CHANNELS AND BETTER LINKING

Rural

Indigenous

Multi-Cultural

The way we serve our customers is changing -today

Families

Job Seekers

Students

Retired

People withDisability

One to One Offer

TOMORROW: A MULTICHANNEL GATEWAY ANYWHERE, ANY TIME

The way we serve our customers is changing -tomorrow

Families

Job Seekers

Students

Retired

Disability

Government One Stop Shop

ConnectionsGateway

+Government

Communities

Customer Expectations

� Understood & treated as individuals

� Clear, complete, accurate & reliable information

� Prompt, efficient and responsive services

� Process delivers the results and the right answer the first time

� Caring staff who have positive attitudes

� Service delivered where and when it is needed

� Treated with respect and as an equal

� Tell their story only once

� Personal information is kept confidential

Centrelink Service Delivery Network

Centrelink Network and Contacts

� 1000 points of service delivery, including 26 Call Centres

� 22,000 staff

� 6.4 million customers

� 70 different products and services

� 232 million payments each year ($47B)

� 100 million letters are sent to customers each year

� 116,000 home visits to customers

� 6.5 million office appointments

� 20 million phone calls received

� 28.9 million web site hits

� >3 billion online transactions

� 4th biggest user of IT in Australia

Customer Life Events

Centrelink�s Change Programme�Transforming Tomorrow�

This slide is the one with pictures of the web postoffice, etc

��Building the futureBuilding the future��Centrelink on LineCentrelink on Line

��Call Call Centre Centre AutomationAutomation

��Life EventsLife Events

��Expert SystemsExpert Systems

��CentrepayCentrepay

��Community ConnectionsCommunity Connections

��Government Info Government Info CentreCentre

��Accessing Australia PortalAccessing Australia Portal

Integration = ValueIntegration = Value

Value

Seamless Service

TransactionEffectiveness

Market SegmentEffectiveness

CentrelinkEffectiveness

Whole of GovtEffectiveness

Face-to-FaceFace-to-FaceCorrespondenceCorrespondence

Call CentresCall Centres

Phone Self-ServicePhone Self-Service

Web Self-ServiceWeb Self-Service

email Integrationemail Integration

Web Telephony IntegrationWeb Telephony Integration

Multi-Media Capabilities!Multi-Media Capabilities!

Enterprise ApplicationIntegration

Enterprise ApplicationIntegration

+ Wireless

New channels bring new risks, behaviours &expectationsNew channels bring new risks, behaviours &expectations

RisksExpectationBehaviours

Growing demandfor 24x7 access

19% of our customersused the web last year

700,000 Australiansmade a web purchase

Web access more thandoubled last year

2.8 million Australiansused the web from work

Web use is growing fastestwith students and retirees

52% paid billselectronically 39% use electronic

banking

Security and privacyremain issues

Staff resistancecauses failure

YouthFamiliesRetiredJob SeekersRuralMulti-CultDisabledIndigenous

Com

munit y

Com

munit y

Com

munit y Segm

entSegm

entSegm

ent

On Site

On Call

On Line

On Paper

Business ProcessBusiness ProcessBusiness Processengage assess plan/refer fulfil&followup

Low Medium High

Level of Risk/ComplexityLevel of Risk/ComplexityLevel of Risk/Complexity

Cha

nnel

Cha

nnel

Cha

nnel

Key Drivers

Issues & Opportunities� Rapid rise of e-business and customer expectations Faster, better,

cheaper

� Channel conflict / integration management

� New communication = new security & authentication -granular

� Electronic Transactions Act & Government Online requirements

� New business strategies (eg. CRM)

� Increased expectation of reliability & quality

� New skills for new technologies

� Alliance and partnership opportunities

� Purchasing and managing licenses for internet products

� Revenue possibilities through hosted advertising

Centrelink Learnings

� Current rate of change in technology requires a radical,aggressive response

� ICT needs to be viewed as an investment, not an expense

� Must present a seamless, simple front end to customers

� We must be able to deliver new services & products quickly

� Privacy, authentication and security are still challenges

� We cannot do it all on our own

� The services we offer must be the ones our customers want

� THINK BIG> START SMALL> SCALE FAST

�people

�processes

�portfolios

�platforms

�partners

�privacy

Information Technology Trends

� 47% or 3.2 million households had computers (May 1999)

� 22% or 1.5 million households had Internet access

� > 60% of households with Internet access have children

� 5.5 million people accessed the Internet from a site (work, home etc.)at some time in the 12 months prior to May 1999

� 25-39 years olds make up over half of all adult users

� 3.4% or 222,000 households do not have a telephone connected

Information and Technology services, structures, suppliers and systems

The Role

Centrelink

Community

Staff

Property

Contracts

Strategy

Knowledge

Organisation

Technology

Networks

Ministers/Board

Client Departments

Service IntegrationLif

e E

ven

t &

Ass

ess

FamiliesChildren

EmploymentDisability

RetirementYouth & StudentsRural Initiatives

Service PlanPayments

ConcessionCards

InformationReferral

DecisionsMgt Info

Trend Data

Advice$ Decision

ContactRefer

Support

STR

ON

GER

CO

MM

UN

I TI E

S

Organisations