Delivering Australian Government Services: Access and Distribution Strategy
Appendix: Resources
Australian Government Technical Interoperability Framework
An important step to achieve seamless delivery of services across government is making sure that the tools we use to do business are compatible. Interoperability, or enabling seamless connections, is fundamental to reducing the cost of government and improving service outcomes to citizens. The technical interoperability framework provides this foundation of common standards to support collaboration across government agencies, the community and business sectors.
National e-Authentication Framework
Australian businesses conduct a wide range of transactions with Australian Government agencies using various delivery channels including the internet. To manage some of the risks associated with online transactions, the Australian Government has developed the National e-Authentication Framework (NeAF). The NeAF encompasses the electronic authentication (e‑authentication) of the identity of individuals and businesses dealing with the government, on one side of the transaction, as well as the authentication of government websites on the other side. The Framework supports both agency-specific models where each agency develops its own, separate, technology solution, as well as recognising and accommodating broader sectoral and whole of government e‑authentication initiatives.
National Service Improvement Framework [
]
Government is continuously striving to improve and provide seamless service delivery to citizens. The National Service Improvement Framework aims to facilitate projects requiring collaboration within and between government at all levels. The National Service Improvement Framework website provides a knowledge base that will assist Local, State/Territory and Australian government departments and agencies in the effective implementation of cross-jurisdictional projects.
Case Studies
Transforming Government Volume 1: Achievements in e-Government []
Transforming Government: Achievements in e-government reviews particularly successful and innovative uses of new technologies by the Australian Government and highlights how this has transformed the way in which government transacts with customers, provides information, and organises its internal processes.
Transforming Government Volume 2: Enhancing Productivity
Australian Government departments and agencies are using new technologies to increase productivity, build internal capability and improve customer focus. The case studies featured in this publication highlight the approaches to the development of applications that have been particularly successful as well as challenges encountered and lessons learned. This publication is the second volume of Transforming Government.
The TIGERS Report []
The TIGERS Program was an innovative e-government trial program undertaken by the Australian Government in collaboration with the Tasmanian state and local governments between 2000 and 2003. The sponsors of the program were the Commonwealth Minister for Communications, Information Technology and the Arts and the Premier of Tasmania.
TIGERS was a unique program in the way it explored the opportunities and issues that arise in the more advanced stages of e-government: the provision of integrated services involving multiple agencies and multiple jurisdictions.
Studies
E-government Benefits Study []
The current e-government initiatives provide a strong foundation for meeting the Government’s objectives of increased reach and impact of e-government. Achieving the next step will require increased demand for and maturity of e-government, supported by improved management practices. This study identifies many examples of significant benefit to citizens, businesses and intermediaries through the government’s adoption of online delivery of services.
Australians’ use of and satisfaction with e-government services
When people contact government they can use a variety of channels. That is, they go in person to an office, use a telephone service, access information via the Internet, send a letter, or use a third party. When people contact government they may be contacting the Australian, state/territory or local government services. This report outlines how people are using these different channels to contact the three levels of government in Australia. It also examines the level of satisfaction they have with those services and their preferences and expectations. By better understanding what’s happening across the three levels of government, agencies will be better placed to design services to meet future demands and expectations.
Measuring the Efficiency and Effectiveness of E-Government []
Australian Government policy is that agencies use the Internet to deliver all appropriate programs and services. This has led to considerable agency investment in Internet-based service delivery. In this report, The Australian National Audit Office examines whether agencies are measuring the efficiency and effectiveness of the services and programs they deliver through the Internet.
Future Challenges for E-government
This series of papers on e-government was commissioned by the Australian Government Information Management Office through the Institute of Public Administration of Australia (ACT Division). The topics covered are community collaboration; multi-channel delivery; collective accountability; privacy and legal issues; accessibility; value and evaluation; and organisational and management issues. The views expressed in the papers indicate the depth of debate surrounding e-government in Australia.
Tools
Delivering Australian Government Services – Managing Multiple Channels
Australian Government agencies deliver a wide range of services to a diverse range of customers across numerous channels. This use of multiple channels (e.g. shopfronts, call centres and the Internet) is also commonplace within both government and industry environments. This guide was developed to provide Australian Government agencies with insight into the strategic considerations for developing a robust channel strategy and guidance for aligning customer needs, services outcomes and channel mix.
Delivering Australian Government Services – Service Delivery Capability Model
For effective service delivery, agencies need to understand their own service delivery capabilities as well as the capabilities of the agencies they seek to collaborate with. Agencies need to utilise this capability effectively and collaboratively to improve service levels to customers and/or reduce costs to government. This means knowing what neighbouring agencies are doing and what their capabilities are, and using that knowledge to drive collaborative policy development and service delivery options.
The Capability Model provides a common framework within which policy developers and implementation planners can identify and describe the capability required to deliver customer-centric services.
Demand and Value Assessment Methodology []
The Demand and Value Assessment Methodology assists agencies in developing transparent and auditable assessments of demand and value propositions for online-government programs. These propositions underpin the business case and assist in substantiating the viability of the initiative, in justifying resource investment and in demonstrating transparency and accountability. The methodology provides for a consistent approach across agencies.
Better Practice Checklists
These checklists have been created to help web managers, business unit owners, and others quickly enhance their understanding of a range of issues associated with the provision of services online. The checklists are short documents which provide information in a simple, non-technical manner. Further information can generally be obtained from documentation and contacts referred to in the checklists.
Guide to ICT Sourcing
Guide to ICT Sourcing for Australian Government Agencies was released in May 2004. This is a document for Australian Government agencies that are dealing with Information and Communication Technology (ICT) sourcing issues. The Guide was developed in response to a growing need among agencies for clear and objective information about ICT sourcing. This is not a policy document or rule book, but presents options for strategic decision-making about ICT sourcing. It describes how agencies manage ICT sourcing based on a four-phase lifecycle, which starts with a decision about whether to change the current sourcing strategy, and concludes with an approach for transitioning to, and managing, a new sourcing solution.
Contact for information on this page: nsip@finance.gov.au