call centre & online services branch providing integrated service delivery for queensland...

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


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


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


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


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


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



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


‘‘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


‘‘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


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


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

http://www.smartsmallbusiness.qld.gov.au/


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


Providing Integrated Providing Integrated Service Delivery for Service Delivery for

Queensland Queensland BusinessBusiness

call centre & online services branch providing integrated service delivery for queensland...

Documents

demand slide

queensland business

queensland slide

premises slide

growth slide

business licences

government policy

key government services