Department of Premier and Cabinet

Service Tasmania Unit

Ross HinkleyAssistant DirectorService Tasmania

Serve You RightMelbourne, September 2011

Service Tasmania

Service Tasmania UnitDepartment of Premier and Cabinet

(DPAC)

Master Level Agreement

Service Tasmania Online

Department of EducationLINC Tasmania

Master Level Agreement

Service Tasmania Contact Centre

TMD

Master Level Agreement

Service Tasmania Shops

Department of Primary Industries, Parks,Water & Environment

(DPIPWE)

Telephone & InternetBill Payments

Whole of GvtBanking Contract

(Managed by Treasury)

Service Tasmania Board

Governance Arrangements

Service Tasmania

Through Service Tasmania customers can:

• pay government bills.

• apply for licences, permits and grants.

• purchase government products, e.g. maps, guides and street atlas.

• obtain information.

• make bookings for specialist services.

• change address and contact details for a range of services (Client Update Service).

• seek help from and provide feedback to the government.

Service Tasmania

Service Tasmania – providing choice for customersFace to Face, over the Phone or Online

There are 27 shops across the State, in urban, regional and rural areas:

• 546 discrete services available in every shop.

• 1.9 million transactions per annum completed face to face.

•178 employed staff in Shops across Tasmania (FTE 123.39)

• State-wide Shop Network costs $10.568 million (2010-11)

Service Tasmania

Over-the-phoneCall the One Number for Government – 1300 135 513

• Calls are answered by real people.

• Information is provided on behalf of Government agencies.

• 180,000 calls answered per annum.

• Least developed of the three service delivery channels but the biggest opportunity for development and integration.

Customers can use automated (self service option) for payments:

• 40 telephone bill payments.

• Available 24 hours a day, 7 days a week.

• Seeing a shift from Phone payments to Online payments.

Service Tasmania

Or OnlineService Tasmania Online – www.service.tas.gov.au

•user-friendly service that links customers to an array of government information and services.

• access to more than 3500 State, Local and Commonwealth Government resources.

• 40 bill payments online.

• access to information, applications, forms and links.

• online help and feedback service.

• 1,267,315 million requests for information received in 2010-11.

Service Tasmania

Service Tasmania

Transactional Levels

Service Tasmania

CUSTOMER SURVEY 2011Timeframe: Four Weeks between May and June 2011 Survey Type: Online survey developed by Market Solutions.

Delivery Channel: Feedback from Service Tasmania phone, shop and internet users.

Survey Measurement /Analysis

Analysis through Interpretation of Agreement Index (AI) to rate their agreement to a series of attitude statements and interpretation of Customer Satisfaction Index (CSI).

Number of completed surveys

1,093: of the participants most had recently visit Service Tasmania through:- Shop (972)- Phone (97)- Online (39)

Summary Satisfaction Ratings

• ‘I was treated fairly’ – 96% either strongly agree or agree.• ‘Was well informed’ – 93% either strongly agree or agree.• ‘Staff were knowledgeable’ – 93% either strongly agree or agree.

Summary Agreement

Ratings

• Overall customer CSI of 89.6.• CSI of 88.7 for accessibility of service and 87.8 for the amount of time it took to get the service.• 94% of respondents were either very satisfied or satisfied.

Customer preferences for services over the phone

60% of participants indicated a preference to speak to an operator (even if they had to wait longer)

59% of participants would prefer to have one number for Government (41% want direct numbers).

81% of participants indicated a satisfaction with the current operating hours.

Expectations: Overall:• 43% - a lot better• 15% - a little better• 40% - as expected

Shop:• 44% - a lot better• 15% - a little better• 39% - as expected

Online:• 23% - a lot better• 8% - a little better• 59% - as expected

Phone:• 33% - a lot better• 19% - a little better• 44% - as expected

MAJOR PROJECTS• QUEST Replacement (Knowledge Management System);

• Client Update Service (CUS);

• Integrated Tasmanian Government Contact Centre Project;

• Service Provision Review;

• LINC/Hub Project (Queenstown, Bridgewater, Scottsdale and George Town);

• Local Government Engagement;

• Financial Management; and

• Funnelback / Mobile Devices

Service Tasmania

Service Tasmania

Procedural Information Management System (PIMS)

The PIMS project is looking to replace the current Knowledge Management System (QUEST). Significant challenges over the past 12 months:

• Project deferred in August 2010 due to hosting and authentication complications.

• Since August 2010 – significant internal review completed:

• Hosting and licensing solutions now resolved.

• Sourced additional recurrent funding to support operating costs.

• Seeking Treasurer’s Exemption to progress with the final development.

• Development expected to take 3-4 months.

• Launch expected towards April 2012.

Service Tasmania

Local Government Engagement

• Looking to expand presence and opportunities in the Local Government environment (State and Federal environments well advanced).

• Existing service agreements in place with Meander Valley, George Town, Kentish and Northern Midlands.

• Considerable amount of time and resources allocated to engaging with Local Government environment, including ongoing discussions with Local Government Association of Tasmania.

• Aligning with independent Local Government reviews (i.e. potential amalgamation opportunities).

• Initial stakeholder discussions completed and now a specific overall strategy being developed.

Service Tasmania

Contact Details: Kathy.Baker@dpac.tas.gov.auRoss.Hinkley@dpac.tas.gov.auBob.Avery@dpipwe.tas.gov.auNoelene.Kelly@education.tas.gov.au

Website: www.service.tas.gov.au