Integrating Transactions in Jurisdictions

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					Tenth Online Council
Adelaide, 2 March 2002



1.   To provide Online Council with:

         A status report on activities for progressing integrated transactions in


2.   At the ninth Online Council meeting on 6 July 2001, Ministers agreed that
     “there is still work to be done in completing the transition of government
     business to the online medium, and in moving from information-based to
     transaction-based content. The challenge will be to resolve the business and
     policy impediments that might prevent better integration of service delivery
     across the three levels of government.”

3.   Online Council members agreed to collaborate across three levels of
     government in moving from information-based content to transaction-based
     content that is easily accessible and customer focused.

4.   Online Council members agreed to the recommendations in the agenda paper on
     future action. A key recommendation was that “Online Council Officials will
     develop a strategy and identify funding proposals”.

5.   At its 14th Meeting in Melbourne on 8 February 2002, Online Council Officials
     agreed the following recommendations:
           Note the Online Council Officials Integrated Transactions Reference
            Group (ITRG) has identified authentication of individuals, appropriate
            funding models for investment and operation, better understanding of
            customers’ needs, and standards and architecture as priority areas for
            any future work.
           Note that the ITRG considered that dedicated resources are required to
            develop a strategy and workplan.
           Agree that funding is required and that the amount of funding and
            contributions by jurisdictions be determined out of session.
           Subject to agreement above instruct the Integrated Transactions
            Reference Group to develop a strategy for delivering integrated services
            across jurisdictions and to prepare a practical work plan to address the
            priority tasks.

                  10th Online Council Meeting, 2 March 2002, Adelaide – Agenda Papers

6.    Officials also noted that the Trials of Innovative Government Electronic
      Regional Services (TIGERS) Program together with examples of integrated
      transactions from other States/Territories provide a useful roadmap for
      developing future integrated transactions.


7.    Integrating transactions within and across jurisdictions is a significant challenge
      from both the business and technical points of view.

8.    The TIGERS Program has adopted the approach of developing „service packs‟
      for trialing. A „service pack‟ is described as a one-stop, cross-jurisdictional
      government information and transaction service provided online.

9.    TIGERS „service packs‟ include recreational fishing (for integrated information
      about fishing, including licensing aspects, boat ramp locations and local weather
      updates fed directly from the Bureau of Meteorology), birth of a child, starting
      school, export services (aquaculture), land development, and retirement.

10.   The TIGERS Program is establishing a process to provide information and
      lessons learned about the issues involved in developing integrated services
      across jurisdictions. This will be of use to the ITRG. Adaptation and adoption of
      models developed by TIGERS will be promoted.

11.   Other jurisdictions are also developing integrated transactions (see Attachment
      A for details) covering areas such as:
           South Australia‟s BizGate;
           Victoria‟s Business Licence Information Service;
           Northern Territory‟s structural adjustment project;
           Tasmania‟s Service Tasmania Online initiatives;
           New South Wales‟ Address Change service;
           Queensland‟s camping permits project;
           The ACT‟s Canberra Connect; and
           Western Australia‟s government electronic marketplace;
           The Networking the Nation program has recently provided funding to the
            Australian Local Government Association to scope the development of an
            interoperability framework for local government.

12.   The Commonwealth in consultation with the States/Territories and Local
      Government is developing an interoperability framework to assist agencies to
      make appropriate choices of standards, to support interchange of data. This
      document provides high level guidance on application of appropriate
      international standards, together with support and governance arrangements for
      future developments to support interoperability between governments. Officials
      referred the work to the ITRG for further consideration and development.

                   10th Online Council Meeting, 2 March 2002, Adelaide – Agenda Papers


13.   That Online Council members:

          Note progress to date by Officials in progressing the complex issues
           associated with developing more integrated transactions in jurisdictions;

          Note that Officials will report to the next Council meeting on progress
           with developing a strategy and work/resource plan for future activities.

National Office for the Information Economy
February 2002

                  10th Online Council Meeting, 2 March 2002, Adelaide – Agenda Papers
                                                   4                                     ATTACHMENT A

     Examples of Integrated Transactions from each Jurisdiction
The Commonwealth is involved in a number of initiatives to improve service delivery.
The online medium is recognised as a key enabler for integrating services, which is
addressed through the Government Online strategy and the development of customer
focussed portals. Specific examples include the BEP transaction manager, the
Australians Working Together Initiative, the Australian Business Register and the
simplification of application for and administration of grants.

South Australia
BizGate – The SA Government through the BizGate project has developed the ability
to store profile data and subsequently populate all of the participating agencies on-line
forms. There is also the facility carry out multiple payments using the same form in
many cases. BizGate also has a „point of sale‟ facility that enables multiple payments
to be made in a variety of payment methods, including credit, debit, cash and cheque.


The Victorian Government is committed to a renewed vision of better public services
and streamlined operations in an increasingly electronic environment. The essential
underpining for much of this work are new and better ways of using ICT. Victoria's
Business Licence Information Service (BLIS) helps customers to identify the
government licences and codes of practice required to operate one's business and
create an easy to read report suited to their business.

Northern Territory
The Northern Territory Government is currently focussing on structural changes to the
agencies to streamline service delivery to clients. For example, a number of agencies
have been aggregated to create single departments dealing with industry, business and
resource development; justice; employment, education and training; and
infrastructure, planning and environment.

Following this structural re-alignment along client and service lines, NT is examining
system and process integration opportunities including a single point for name and
address change. NT is also developing a case/client management system to record all
interactions between individual businesses and government agencies.

The implementation of Service Tasmania ( as a one-
stop shop has allowed Tasmanians to have the online ability to:
     Pay Tasmanian Government bills
     Notify your change of address
     Ask for information packages
     Apply for licences, grants and permits
     Register vehicles and boats
     Buy Government maps, books and photos
     Make appointments to meet Government officers
     Give feedback on Government services
     Find a Commissioner for Declarations or Justice of the Peace

                   10th Online Council Meeting, 2 March 2002, Adelaide – Agenda Papers
                                                   5                                     ATTACHMENT A

The Tasmanian government has developed an integrated licensing process, the
Aquaculture Business Approvals Package (, to expedite
the approvals necessary for the establishment of a fish farm. It contains
information and forms relating to key licences and approvals for Freshwater and
Marine Fish Farms, and the processing of fish from those farms.

New South Wales
New South Wales has been actively encouraging delivery of integrated services since
1997. connect.nsw is the NSW whole of government strategy for the use of
information technology to streamline internal government practices, reduce costs and
improve service delivery for the NSW community. A current example of an integrated
service is Address Change. The service enables individuals and businesses to
nominate organisations holding their address to receive a new address. The NSW
Government has contracted with an address change service provider. This service is
available to both public and private sector organisations who pay a small charge for
each changed address they receive.

Integrated services under development include:
 Business Licensing - the Online Business Licensing Project will, in its first phase,
    enable online registration and renewal of business names and selected business
    licences. After this is completed, legacy licensing systems in licensing agencies
    will be replaced with a new generic licensing system and online verification of
    information on licence applications and photo licensing will be introduced;
 Tenders Directory - all NSW Government tenders available online at one place;
 Human Services Better Service Delivery Program - the Better Service Delivery
    Program will facilitate effective communication and interaction between agencies
    and referral of clients across the Human Services sector, including non-
    Government agencies.

The first set of integrated services arising from the Queensland Government's Access
Queensland initiative will be available to the public from February 2002. Camping
permits for State Forests and Parks will be available through selected Queensland
Transport, Department of Natural Resources and Mines and Environmental Protection
agency customer service centres, via the telephone through an Integrated Contact
Centre and via the Internet. A progressive rollout to also include traverse and service
permits for all Queensland National Parks, State Forests and Recreational Areas will
be completed by December 2002.

February 2002 will also see customers able to pay motor vehicle and vessel
registration renewals at Environmental Protection Agency and Department of Natural
Resources and Mines customer service centres, and via the Internet.

The ACT has developed Canberra Connect to improve integrated access to
government services, through the development of access channels (shops, call centre,
kiosks, IVR and the Internet) as well as the delivery of common service systems.
Canberra Connect has been developed as the primary government-to-citizen services
portal, with the ACT Business Gateway developed to service the needs of ACT

                   10th Online Council Meeting, 2 March 2002, Adelaide – Agenda Papers
                                                   6                                     ATTACHMENT A

businesses. The digital channel (the Internet) is one of the service channels available
to ACT citizens, businesses and communities.

Within the digital channel, significant progress has been achieved in developing
online non-payment and payment transactions. These transactions are beyond static
information delivery over ACT government websites, and include approximately 80
payments transactions, 200 online forms and a variety of citizen
interaction/engagement transactions through developments such as our Community
Consultation online portal.

Integrated transactions are defined here as

   Transactions that require an interaction and a payment. ACT currently delivers 80
    such payments including rates, taxes, and other revenue based transactions.
    Integration occurs through the core transaction interacting with a central payments
    module. ACT delivers its online payments transactions through a single payments
    gateway utilising a „shopping basket‟ to enable multiple payments to be made via
    in a single transaction.

   Transactions that deliver multiple transactions through a single developed process
    or system. The major initiatives in this area are in the Road User area (single
    integrated system for licences, registrations, traffic and parking infringements) and
    the Business Licensing area. These systems offer back end integration of multiple
    transactions including payments, and engage in cross-jurisdictional data sharing.

Western Australia
Examples of integrated services are the Criminal Justice Strategic Information Plan
that is developing protocols to link justice, police and transport and, the Western Australian government electronic marketplace.
Government agencies can use this system to call for tenders and order online. The
strategy for expanding the service includes helping SMEs to develop online
catalogues so that they can become suppliers to government. The many features of the
government electronic marketplace have resulted in international interest in the

                   10th Online Council Meeting, 2 March 2002, Adelaide – Agenda Papers

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