call centre & online services branch providing integrated service delivery for queensland...
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Call Centre & Online Call Centre & Online Services BranchServices Branch
Providing Integrated Providing Integrated Service Delivery for Service Delivery for
Queensland Queensland BusinessBusiness
Role of Role of Call Centre & Call Centre & Online Services BranchOnline Services Branch
A single entry point for businesses to A single entry point for businesses to access key government services and access key government services and informationinformation
Operates in partnership with all levels of Operates in partnership with all levels of government and their agenciesgovernment and their agencies
Aims to simplify the process of establishing Aims to simplify the process of establishing a business in Queenslanda business in Queensland
Call Centre & Online Call Centre & Online Services BranchServices Branch
ObjectivesObjectives– Cut red tapeCut red tape– Save business time and moneySave business time and money– Increase chances of survival and Increase chances of survival and
growthgrowth
Call Centre & Online Call Centre & Online Services BranchServices Branch
E-Government Case StudyE-Government Case Study
Business LicensingBusiness Licensing
““THE PROBLEM”THE PROBLEM”
Starting a restaurantStarting a restaurant??– What licences would you need?What licences would you need?– Where would you go to get them?Where would you go to get them?– Is there much paperwork?Is there much paperwork?
RestaurantRestaurantCommonwealth Government Licences
ABN Registration (Individuals) ABN Registration (Companies/Others) Company Registration (Australian) Goods and Services Tax (GST) Registration PAYG Registration Superannuation Guarantee Requirements Trade Mark Registration Music Public Performance Licence (PPCA) Music Performance/Broadcast Licence (APRA) Fringe Benefits Tax Requirements
RestaurantRestaurantState Government Licences
Business Name Registration Workers Compensation Pay-roll Tax Limited Partnership Formation Certificate Training Contract (Apprenticeship) Vehicle Registration (Commercial Vehicles) Plant Registration (Classified/Specified) Fish Buyer’s/Seller’s Licence (from Fisherman) Fish Storage Licence Liquor Licence (On -Premises)
RestaurantRestaurant
Local Government Licences
Food Premises, Places or Vehicle Registration Food Operators Licence Outdoor Dining Permit Trade Waste Permit Advertising Signage Approval Development Permit (IDAS) Commercial Vehicle Permit
““THE SOLUTION”THE SOLUTION”
SMARTSMARTLICENCELICENCE
A seamless integration of local, state and commonwealth A seamless integration of local, state and commonwealth business licensing information provided through:business licensing information provided through:
– a single state-wide local call telephone /freepost a single state-wide local call telephone /freepost serviceservice
– the Internetthe Internet– Counter services at Spring Hill and DSDI’s State Counter services at Spring Hill and DSDI’s State
Development and Innovation Centres throughout Development and Innovation Centres throughout QueenslandQueensland
30 000 telephone packages provided annually30 000 telephone packages provided annually
SmartSmartLicenceLicence Licence processing at Spring Hill for Licence processing at Spring Hill for
Business names Business names Licence fee receipting and distribution of Licence fee receipting and distribution of
funds and applications to agenciesfunds and applications to agencies Assistance with completion of licence Assistance with completion of licence
applicationsapplications 10 000 businesses registered annually10 000 businesses registered annually
SmartSmartLicence OnlineLicence Online
SmartSmartLicence Online is a unique web Licence Online is a unique web based diagnostic service allowing based diagnostic service allowing clients to determine their own licence clients to determine their own licence requirements 24 hours a day 7 days requirements 24 hours a day 7 days per weekper week
Pre-filling of core data across multiple Pre-filling of core data across multiple formsforms
electronic lodgement, payment, and electronic lodgement, payment, and approval for business licencesapproval for business licences
SmartSmartLicence OnlineLicence Online
Development driven by client Development driven by client demand and government policy:demand and government policy:– Client demandClient demand
Client surveys began to reflect requests Client surveys began to reflect requests to discover and complete licences to discover and complete licences onlineonline
Growth in home based businesses (28% Growth in home based businesses (28% annually)annually)
Consultants commissioned to confirm Consultants commissioned to confirm this demandthis demand
SmartSmartLicence OnlineLicence Online
Development driven by client Development driven by client demand and government policy:demand and government policy:– Government policyGovernment policy
To encourage business to take up e-To encourage business to take up e-commercecommerce
Clients indicated they wanted Clients indicated they wanted government to leadgovernment to lead
Client survey results, statistics Client survey results, statistics and the consultants report used to and the consultants report used to justify new initiative proposaljustify new initiative proposal
SmartSmartLicence OnlineLicence Online
System Development challenges:System Development challenges:– Diagnose a clients requirementsDiagnose a clients requirements– Deliver the application forms and Deliver the application forms and
supporting documentationsupporting documentation– Transfer common details across Transfer common details across
multiple formsmultiple forms– Protect the security and privacy of Protect the security and privacy of
client informationclient information
System Development challenges (cont):System Development challenges (cont):– Allow completion, lodgement and payment Allow completion, lodgement and payment
on-lineon-line– Securely deliver completed applications to Securely deliver completed applications to
agencies in multiple formatsagencies in multiple formats– Minimise future IT programming overheadsMinimise future IT programming overheads– Link with existing government web sitesLink with existing government web sites
SmartSmartLicence OnlineLicence Online
SmartSmartLicence OnlineLicence Online
System Development solutions:System Development solutions:– Drew heavily from our successful Drew heavily from our successful
paper based experience/intellectual paper based experience/intellectual propertyproperty
– Used existing infrastructure where Used existing infrastructure where possible:possible:Integrated receipting systemIntegrated receipting systemCommonwealth Bank E-payments Commonwealth Bank E-payments
solution from our bookshopsolution from our bookshop
SmartSmartLicence OnlineLicence Online– Used existing infrastructure where Used existing infrastructure where
possible (cont):possible (cont):Used our telephone service database as Used our telephone service database as
the ‘content’ maintenance toolthe ‘content’ maintenance toolIntegrated system with Department’s Integrated system with Department’s
secure ‘Smart site’secure ‘Smart site’
– Purchased an off the shelf forms Purchased an off the shelf forms design software that incorporated design software that incorporated simple to use programming functionssimple to use programming functions
– Used IT consultants to pull it togetherUsed IT consultants to pull it together
SmartSmartLicence OnlineLicence Online
‘‘Political’ challenges:Political’ challenges:– Few State agencies providing online Few State agencies providing online
licensinglicensing– Some regulatory agencies don’t have a Some regulatory agencies don’t have a
‘business customer focus’ or have few ‘business customer focus’ or have few funds for this kind of developmentfunds for this kind of development
– CostCost– No other interstate or overseas model to No other interstate or overseas model to
benchmark with/or demonstrate the benchmark with/or demonstrate the capabilitycapability
SmartSmartLicence OnlineLicence Online
‘‘Political’ solutions:Political’ solutions:– Concentrated on local councils to develop Concentrated on local councils to develop
online transactionsonline transactions– Concentrated on our core business, i.e. Concentrated on our core business, i.e.
‘Starting a Business’‘Starting a Business’– Participate with State agencies to deliver Participate with State agencies to deliver
State transactionsState transactions– Minimised cost by building on existing Minimised cost by building on existing
infrastructure and intellectual propertyinfrastructure and intellectual property– Used our strong client support to convince Used our strong client support to convince
the Departmentthe Department
SmartSmartLicence OnlineLicence Online
ResultsResults– Over 50 000 business intenders Over 50 000 business intenders
downloading licensing packagesdownloading licensing packages– Over 80% client satisfactionOver 80% client satisfaction– ADOBE in the US to use us a case ADOBE in the US to use us a case
studystudy– Export to New GuineaExport to New Guinea
SmartSmartLicence OnlineLicence Online
LessonsLessons– To be successful online you need:To be successful online you need:
A good paper based systemA good paper based systemUnderstand your business/clients needsUnderstand your business/clients needsBuild on your successBuild on your successContinuous improvementContinuous improvementUnderstand the risks and manage them, Understand the risks and manage them,
don’t let them control youdon’t let them control you
Other Online ServicesOther Online Services Government Business Information Government Business Information
Service (GOBiS) Online Service (GOBiS) Online An interactive version of the telephone An interactive version of the telephone service. Clients answer a few questions and service. Clients answer a few questions and receive a tailored list (including details) of all receive a tailored list (including details) of all Commonwealth and State government Commonwealth and State government supportsupport
Other Online ServicesOther Online Services Smart Small Business WebsiteSmart Small Business Website
– A range of interactive services and A range of interactive services and information designed to assist a business information designed to assist a business start up and operate in Queenslandstart up and operate in Queensland
– The most comprehensive site in AustraliaThe most comprehensive site in Australia– http://www.smartsmallbusiness.qld.gov.auhttp://www.smartsmallbusiness.qld.gov.au
Call Centre & Online Call Centre & Online Services BranchServices Branch
2005 Developments2005 Developments– An online financial ‘health’ check for a range An online financial ‘health’ check for a range
of small businessesof small businesses– An interactive ‘business idea’ viability check An interactive ‘business idea’ viability check
and tailored reportand tailored report– Work Place Health and Safety and Employment Work Place Health and Safety and Employment
diagnosticsdiagnostics– Additional online transactions for councilsAdditional online transactions for councils