VOG Service Packs Presentation Report

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Victorian Online Gateway Service Pack Definition: 

Victorian Online Gateway Service Pack Definition Final Presentation Report 12 December 2001

Purpose : 

Purpose Identify aggregation of content required at the VOG considering: how Service Pack elements need to be constructed, developed & managed suggested Service Packs suggested degree of Personalisation, Profiling or Self-Customisation of content "share the meaning of a company's total product offering with its customers in such a way as to attain their goals and, at the same time, move the company closer toward its own goals" (Delozier, 1976).

Objectives: 

Objectives To provide citizen-centric models To inform the portal Tender Specification To inform the Design To identify Issues and Requirements

Market Segments – Service Needs: 

Market Segments – Service Needs Businesses: Victoria Australia International Information on doing business in Victoria: Requirements How to …. Online transactions Government Workers: Victoria Australia Local Government Government information Personal information/services Online transactions Benchmarking Victorian Citizens: including citizen agents Online transactions Personal Information & services Government Information Non-Victorian Citizens: Places & events Places & events Information on moving to & visiting Victoria How to ….. Online transactions

Working Definitions: 

Working Definitions Service: any product, service, information, form or program that Vic Gov wants to be offered to the public. Service Description Record (SDR): the record that is created by a department for the VOG portal. The SDR describes the service and provides the URL to the department web page which contains the service or group of services.

Working Definitions - continued: 

Working Definitions - continued Service Packs: the organisation of services into inter-related groups or bundles. Three levels of service pack definition are proposed; Group: top level of the web site, corresponding to the main ways information is organized. Bundle: within each Pack, there are groups of services. e.g. for “Life Event Pack” the groups might be “Becoming a Parent”, “Turning 18”, etc. Category: lowest level heading immediately preceding the SDR. e.g. within the “Becoming a Parent” group categories might be “Child Care Services”, “Being a Responsible Parent”, etc.

Why are Service Packs Important?: 

Why are Service Packs Important? It is important to break the information into manageable groups or chunks, with one main theme or idea per chunk (Hiser 2001) Researchers have suggested that users should be given the feeling that they are gathering information, instead of having it handed to them (Sterne 1995). Information that is too easy to access may be seen as unimportant, while information that is too difficult to obtain may not be worth the effort.

Slide8: 

Degree of Change Role of E-Business Transformer Enabler Low High Convergence Transactional Non- Transactional E-Government Transformation

Slide9: 

User Integration for multiple channels/portals Service Packs Metadata framework Technical environment Common service categories to assist the user in conducting functions regardless of which site Incorporating the Metadata processes and the actual Service Packs into each site Establishing the recording framework such that the Service Packs can be applied to all sites April 9, 2001 Service Packs can provide the framework through which the range of channels, web sites, and portals are integrated, enabling consistent service access. Service Pack Integration for all sites

Vic.gov.au Benchmarking Study The Hiser Group, April 2001: 

Vic.gov.au Benchmarking Study The Hiser Group, April 2001 Ratings: 1=Very Poor 2=Poor 3=Fair 4=Good 5=Very Good Portal users can distinguish among sites with better “chunking” of services

Slide11: 

CUSTOMER GROUP: related to the perceived needs of target markets DEPARTMENT: department & agency web sites LIFE EVENT: grouped to correspond to life events PRODUCT: responds to needs for a product (e.g. form, booklet, publication, transcript, certificate, license, etc.) TASK: responds to need to complete a task (e.g. pay a bill, etc) TOPIC: grouped in relationship to defined topics Service Pack Methods

Slide12: 

  Canadian Government Customer Groups Example: Canadians Canadian Business Non-Canadians

Slide13: 

U.S. Government Departments Example: Executive Legislative Judicial State & Local International Portals

Slide14: 

Life Events Example: Birth Turning 18 Change of address Marriage Death Registry of births,deaths & marriages Planning ahead Online WA

State of North Carolina: 

State of North Carolina Products Example: E-Procurement NCDOL Store Forestry Store Online Services

Slide16: 

State of Maine Tasks Example: Accessing Information Filing Information E-Commerce

Washington State: 

Washington State Tasks Example: Open a secured account Order certificates Find a contractor Reserve a campground Child Support Report a fraud Buy a fishing license Find a new job, etc

Slide18: 

Singapore Government Topics Example: Business Education Employment Health Library Safety & Security Transport Defence Elections, etc

Slide19: 

Province of Ontario Topics Example: Family, Community, Housing Learning, Finding a Job, Working Business, Economy, Taxes Retirement, Health, LTC Where to go to in Ontario About Ontario Birth Certificates Contact your MPP, etc

Government Sites Reviewed: 

Government Sites Reviewed Australia: Brisbane City Council Melbourne City Council SACentral Service Tasmania State of WA/Online WA Canada: Canadian Government Province of British Columbia Province of Ontario Singapore: eCitizen United Kingdom: UKOnline United States: FirstGov State of Maine State of North Carolina Washington State

Approaches to Service Packs: 

Approaches to Service Packs

Evolution of Service Packs - Singapore : 

Evolution of Service Packs - Singapore From 8 written Topics 9 icon Topics to over 13 written Topics and frequently accessed services

Government Sites with Personalisation Options: 

Government Sites with Personalisation Options State of North Carolina City of Melbourne UK Online

Personalisation in Non-Government Sites: 

Personalisation in Non-Government Sites

Options for Service Packs : 

Options for Service Packs Option 1: Provide all or many approaches to service definition/ bundling – trying to ensure broad search and definitional logic is available to the site user Option 2: Limit the service definition/bundling to the top two or three methods.

Options in Existing Sites: 

Options in Existing Sites Option 1 – More than three Service Pack approaches Canadian Government Province of British Columbia Singapore State of New South Wales U.S. Federal Government WA Government Option 2 – Three or less Service Pack approaches Melbourne City Council Province of Ontario SA Central State of Maine State of North Carolina United Kingdom Washington State WA Online

Option 1 – More than 3 approaches: 

Option 1 – More than 3 approaches Topic Products Customer Group Life Event

Option 2 – Three or less approaches: 

Option 2 – Three or less approaches Topic

Victorian Government Channels: 

Victorian Government Channels

Channel Service Packs: 

Channel Service Packs Options Channels remain as they exist with VOG providing brokerage pages to link Limitations: adds additional pages/clicks for users, perpetuates departmental boundaries Channels are revised to provide Service Pack content and links Limitations: ability to ensure consistency with VOG strategy

Slide31: 

Customer Groups

Most Common Customer Groups: 

Most Common Customer Groups Victorian citizens Non-Victorian citizens Businesses

Slide33: 

Department Groups Commonwealth Government Departments Local Government Departments

Slide34: 

Life Event Groups

Slide35: 

Being a Responsible Parent: Your rights and obligations Benefits: Child credits and leave policies Child Care Services: How to find child care services and subsidies Childhood Illness: Information on typical and rare childhood illnesses Counselling: Support services available to families Creating a Safe Environment: Lifestyles choices which impact on children’s health & safety Family Planning: Choices available to start a family Newborn Testing: Programs available to test newborns Nutrition: Tips on healthy eating for children and parents Registration: Birth certificates, health care coverage, taxation, etc. Statistical and Legal Information: Relevant statistical & legislative information For Example - Becoming a Parent

Slide36: 

Product Groups

Task Groups: 

Task Groups Apply Ask Buy Calculate Change Address/Details Choose Enrol Find Lodge Obtain Order Pay Provide Feedback Register Renew Report Search Send Submit Subscribe Test Use View

Slide38: 

Topic Groups

Service Pack Parameters: 

Service Pack Parameters Organised around how people search for and use information and services (PwC May 2000, November 2000, The Hiser Group 2000). Citizen-focused Service Packs should reflect the highest volume services that citizens and other users are likely to require (Palmer 1994). Goal of e-commerce is to direct high volume services to lower cost channels. Concentrate on areas where critical mass can be offered online. Consumers prefer to complete all transactions within a single channel (PricewaterhouseCoopers December 1999, September 2000)

Service Pack Parameters: 

Service Pack Parameters Broaden interest & increase access to online service. Promote relationships and communities interacting with government (Venkatraman 1998). Encourage user participation, facilitating user control of their interaction with government (Venkatraman 1998). A portal is rarely ever completed;“…an enterprise portal is a journey, not a destination.” Continued evaluation and evolution of Service Packs is required to ensure the remains relevant to the needs of the users.

Proposed Configuration – Home Page: 

Proposed Configuration – Home Page Topics (suggested as 8 to 10 topics), high level Customer Groups (suggested as 4 groups), and selected high volume Task/Product and Life Events included in a How do I …..? format will be used to structure the Service Packs on the Home Page Department Service Packs will not be used - accommodated through the Government Directory & relevant topics. A centralised Search function, with distributed capacity, is required on the Home Page Links will be made from Topics, How do I……?, What’s New…., and Customer Groups to relevant existing Channels, Departmental, Agency, other government and relevant private sector sites Other high volume Life Events will be included in second level pages from Customer Groups lists and tabs

Home Page Configuration: 

Home Page Configuration Customer Groups Tabs Government Search Directory to Victorian Government

Tab 1 - Living in Victoria: 

Tab 1 - Living in Victoria Alternate labels considered: Welcome to the Living in Victoria Gateway, where Victorian residents and communities, as well as Victorians who are living or working elsewhere, can find Victorian Government services. Consumer Information Education* Employment Family & Community Financial Assistance Health* Housing Indigenous Victorians Safety & Security Tourism* Transportation* Travel Utilities Accident Birth* Buying a Home* Caring for the Elderly Change my Address Change my Name Death* Driver’s Licence* Fishing Licence* Lost ID Registry of Births, Deaths & Marriages Turning 18

Links from Living in Victoria: 

Links from Living in Victoria Thinking about having a baby Advice on preparing for pregnancy, fertility treatments, contraception, finances & benefits Finding out you are pregnant The symptoms & signs of pregnancy, organisations offering information & support Before the birth Information on health related issues & antenatal care Labour and birth Answers to questions you might have about the birth of your child After the birth Advice on registering your birth & postnatal service, including returning to work After the birth Common baby names Link to Multi-service Express for lists of common baby names Registering the birth Link to Multi-Service Express for registration process Obtaining birth certificate Link to Multi-Service Express to order a birth certificate Postnatal Care Enter your local government area to identify private and public postnatal services available in your area

Links from Living in Victoria: 

Links from Living in Victoria Birth Thinking about having a baby Advice on preparing for pregnancy, fertility treatments, contraception, finances & benefits Finding out you are pregnant The symptoms & signs of pregnancy, organisations offering information & support Before the birth Information on health related issues & antenatal care Labour and birth Answers to questions you might have about the birth of your child After the birth Advice on registering your birth & postnatal service, including returning to work After the birth Common baby names Link to Multi-service Express for lists of common baby names Registering the birth Link to Multi-Service Express for registration process Obtaining birth certificate Link to Multi-Service Express to order a birth certificate Postnatal Care Enter your local government area to identify private and public postnatal services available in your area Postnatal Care - Healesville Eastern Health Postnatal care provided by Eastern Health at Healesville, Maroondah and Box Hill Hospitals Royal District Nursing Service In-home postnatal support services provided by the RDNS Visiting Nursing Service Outer East Community Health Service The Outer East Community Health Service provides a range of postnatal services for mother and baby at our locations in Lilydale, Yarra Glen and Warburton Birth After the birth Postnatal Care Eastern Health Birralee Maternity Services

Links from Living in Victoria: 

Links from Living in Victoria Buying a Home Buying your first home fhogonline Buying a Home Buying your first home in Australia Advice on buying your first home, including information on the first home owners grant process, home loans, stamp duty, etc. Buying an investment property Information useful to investors considering the purchase of an investment residential property, including tenant rights, taxation, etc. Buying a Property Link to the Land Channel providing information about many of the steps and issues involved in buying property Buying your first home in Australia Options for purchasing your new home The Real Estate Association of Victoria provides information on the process of purchasing a home First Home Owners Grants Information from the Commonwealth Government on this Grant process and requirements Calculating Stamp Duty Calculator provides an online of calculation of stamp duty Home Loans Information on the range of home loan options Buying a Property Link to the Land Channel providing information about many of the steps and issues involved in buying property First Home Owners Grants

Links from Living in Victoria: 

Links from Living in Victoria Buying a Home Buying your first home Land Channel - Buy a Property Buying a Home Buying your first home in Australia Advice on buying your first home, including information on the first home owners grant process, home loans, stamp duty, etc. Buying an investment property Information useful to investors considering the purchase of an investment residential property, including tenant rights, taxation, etc. Buying a Property Link to the Land Channel providing information about many of the steps and issues involved in buying property Buying your first home in Australia Options for purchasing your new home The Real Estate Association of Victoria provides information on the process of purchasing a home First Home Owners Grants Information from the Commonwealth Government on this Grant process and requirements Calculating Stamp Duty Calculator provides an online of calculation of stamp duty Home Loans Information on the range of home loan options Buying a Property Link to the Land Channel providing information about many of the steps and issues involved in buying property Buying a property

Slide48: 

Links from Living in Victoria Death Accidental Death Coping with sudden loss, insurance coverage, public inquiries, etc. Benefit Entitlement Benefits available to surviving heirs Counselling Support services available to families and friends of the deceased Death of a Child Services and support groups available Estate Planning What you need to know and do to ensure your heirs are cared for, wills and testaments Executing the Estate Information for estate executors Just After a Death Information to help you know the choices available Organ Donation Information on organ donation and transplants Registration Death certificates, permits, etc. Statistical and Legal Information Relevant statistical and legislative information Victims of Crime Services available Estate Planning Legal advice: find a solicitor A solicitor can help you draw up a will and provide advice on property, trusts and tax. Search for a solicitor on the Law Society’s ??????? Legal advice: Legalonline The Legal Online Channel provides relevant legal information Legal advice: wills and probate Information on wills and probate provided by ……… How to trace a will Provides process to trace a will Death Estate Planning Legal advice: Legalonline Legal Online – Power of Attorney

Links from Living in Victoria: 

Links from Living in Victoria Getting a Driver’s Licence Vehicle Registration (Vic Roads) Getting a Driver’s Licence Learner Driver Handbook Handbook of road traffic rules and licence information for the learner driver Driver licensing Link to Vic Roads for information about all types of vehicle driving licences and their conditions. Learner permit: application Printable application form for a learner permit Road safety Provides links to road safety information (strategy, newsletter, reports, awards, handbooks) Vehicle Registration Link to Vic Road site for vehicle registration Transport Accident Commission (TAC) Link to the TAC Pay registration renewal online

Tab 2 - Business: 

Tab 2 - Business Welcome to the Business Gateway where Victorian and Non-Victorian Businesses can find information and services about Victorian business and industry, and doing business in Victoria . Recommend Business Channel is redeveloped as Business Service Pack Possible Topics/ Business Events

Tab 3 - Government: 

Tab 3 - Government Alternate labels considered: Welcome to the Government Gateway, where you can access information about the Victorian Government and government services. Victorian Government The Premier Parliament of Victoria* Members of Parliament Government Departments & Agencies Government Services Laws & Legal* Emergency Services News & Media Releases Ombudsman Federal Government Local Government Awards Buying a Home Contact my MP* Find a Publication Make a Complaint Provide a Comment

Links from Government : 

Links from Government Parliament of Victoria: to Victorian Parliament web site Laws and Legal: to Legalonline Channel

Links from Government: 

Links from Government Contact my MP Members of the Legislative Assembly Contact my MP Members of the Legislative Assembly The Member’s of the Lower House Members of the Legislative Council The Members of the Upper House Members by Electoral District Members of both Legislative Assembly and Council by their Electoral District MLAS Contact List

Tab 4 - Visiting Victoria: 

Tab 4 - Visiting Victoria Alternate labels considered: Welcome to the Visiting Victoria Gateway, where Victoria residents and communities, as well as residents of other states and countries, can find out about Victoria. Attractions Climate Events Festivals Maps Museums Parks* Public Holidays Sports Studying in Victoria Working in Victoria Visiting Victoria* Zoos

Links from Visiting Victoria: 

Links from Visiting Victoria Visiting Victoria: to Visit Victoria site Parks: to Parkweb site

Suggested Service Packs: 

Suggested Service Packs Group: Arts, Culture, Recreation & Sports Bundle: About Victoria Categories: Events, Victorian Facts and Figures, Holidays, Visitor Information, Parks, etc Group: Arts, Culture, Recreation & Sports Bundle: Water Sports Categories: Fishing, Boating, Water-skiing, Swimming, etc Group: Education Bundles and Categories: Further development of the Victorian Education Channel as a Service Pack. Group: Family & Community Bundle: Vehicle and Driver Categories: Vehicle Maintenance, Registration, Drivers License, Driving Offences, etc

Suggested Service Packs: 

Suggested Service Packs Groups: Health & Family and Community Bundle: Birth, Categories: Pregnancy, Labour and Delivery, After the Birth, Registration, Services, etc Groups: Health & Family and Community Bundle: Death Categories: Bereavement, Counselling, Death of a Child, Planning, Estates, Funerals, Accidents, etc Groups: Housing & Buying a home Bundle: Buying a Home Categories: First Homes, Home Owners Grants, Insurance, Stamp Duty, Utilities, Investment Properties, Home Loans, etc Group: Tourism & Travel Bundle: Accommodation Categories: Accommodation by Geography, Price, Facilities, Type, Rating, etc.

Recommendations - Personalisation: 

Recommendations - Personalisation Personalisation is a key foundational principle of virtual Service Packs. Unlike existing customisation processes, we recommend VOG develop profiling mechanisms to assist in the search and compilation of unique user-focused Service Packs. VOG will need to establish a privacy and confidentiality policy and principles for implementation.Users who provide their informed consent will see the advantages of a personalised relationship with Government. The rights of users who choose not to share their information should also be protected.

Recommendations - Governance: 

Recommendations - Governance Guidelines and standards to guide the ongoing maintenance of the Service Pack framework. Citizen feedback and industry best practices will be used to guide ongoing maintenance and updating. The VOG governance structure to focus on ensuring the ongoing relevance of the Service Packs to the needs of the portal users. VOG will require explicit policies on the role and relationships with private sector commercial sites within the Service Packs

Recommendations - Governance: 

Recommendations - Governance VOG will require monthly data monitoring, reviewing indirect trends and direct feedback. Cross-Government advisory structure is recommended Creation, deletion or update of Service Packs impacts the established vision for the VOG taxonomy - changes to Service Packs should be relatively infrequent.  The VOG Office will encourage ongoing input from Government Departments and Channels in regards to Service Packs maintenance and upgrading, however the final approval of the Service Packs lies with the VOG office.

Recommendations - Channels: 

Recommendations - Channels Service Packs should build upon existing Channels; while they reinforce the current government boundaries,they can be used to advance the “joined-up” government agenda operationalised by VOG. Consideration should be given to transforming the Channels to function as the Service Pack gateways. Channels can become effective Service Packs, reducing the number of pages/level/clicks required for users to realise their goals. Broadening the Channel expectations may also foster the cross-pollination and culture change required for “joined-up” government.

Next Steps: 

Next Steps Confirm short and longer term strategy for the Victorian Online Gateway Define the VOG content Determine how best to address the inherent user weaknesses in interactive online functionality Establish privacy and confidentiality framework Define the private sector involvement

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