Gavin Atkinson, Government Gateway Manager, Smart Service Queensland, Department of Innovation and Information Economy [HREF1], PO Box 187, Brisbane, 4000. Gavin.Atkinson@iie.qld.gov.au
government, case study, research, consistent user experience, project management, common look and feel, collaborative approaches, service delivery
As part of its Smart State agenda, the Queensland Government is committed to enhancing the effectiveness of Government service delivery to Queenslanders through the use of new technologies. The Queensland Government Internet Gateway is a key component of this strategy.
The Queensland Government Internet Gateway project is a whole-of-Government project involving 26 separate Departments. Its key focus is the integration of products and services to the public. No longer do our customers have to manoeuvre between Agencies in order to find the information they need. Our internet framework is designed to be responsive to our customers’ requests.
Over the past twelve months, a small project team within the Department of Innovation and Information Economy has been redesigning the Gateway [HREF2] in collaboration with all Queensland Government Departments. Collaboratively departments are aligning their sites to provide a consistent format for presenting and delivering services and information across Government.
The redesigned Queensland Government Internet Gateway, based on a customer-focused service cluster model, was released on 30 May 2002. The Gateway now includes improved navigation, a consistent look and feel across a number of Agency sites, basic multi-lingual features, upgraded search facilities and the first online transactional services for vehicle registration renewals and camping permit applications.
In this day and age the community expects Government service delivery to keep pace with improvements taking place in the private sector, the Gateway is currently providing the first of many hundreds of transactional services. Information and services are presented in a way that is meaningful to the public and services and information are available to the public 24 hours a day, seven days a week, ensuring that all Queenslanders with Internet access whether they live in the city or remote areas can access Government when they want. Statistical data of customer usage of the Gateway has shown that approximately 40% of visits are outside standard hours.
The Gateway’s integrated access to information and services means customers no longer need to know the name of a Department or service to access the information they require. As well, information and services from a range of Departments can be accessed in one interaction.
The Gateway project has involved considerably more than developing the necessary standards and establishing a whole-of-Government website. The successful implementation of the Gateway was dependent on maintaining a common vision across Government, taking a collaborative approach, breaking down silos and managing change. The use of a federated, collaborative model for the initiative as opposed to a mandated model has meant considerable effort by both the Gateway team and Agencies to achieve whole-of-Government agreement for the change process and alignment to a common look and feel for all Queensland Government Internet sites. Far and away the most significant feature of the project has been the active involvement and ownership of the project by many hundreds of public sector staff and the achievement of a demonstrated commitment to a shared direction by each Government Department.
The Gateway project encompasses a number of distinguishing leadership features which provide a model for other whole-of-Government projects. These include a demonstrated customer focus, a successful collaborative approach, effective change management and facilitation, a commitment of the principles of access and equity in service provision and achieving long term cost savings for Government. It exemplifies a balance between meeting the needs of the public whilst ensuring efficiencies in Government service provision.
In line with the Smart State objectives, the Queensland Government Internet Gateway provides a foundation for a long term, enterprise-wide view of service delivery and will enhance Queensland's move towards a knowledge-based economy where communication is a source of competitive advantage.
Importantly, the Gateway reflects a new strategic direction for Government, offering seamless and customer focussed service provision as “One Government” rather than as range of separate Departments.
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