NRE: Its View

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Online Service Delivery Strategy rapid,
reliable relevant - anywhere, anytime, anyhow
September 1998
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Objectives

• To simplify and improve services to customers
• To provide online access to appropriate NRE
  information, transactions and services by the
  year 2001
• To integrate online service delivery as a normal
  way of doing business
• To create a culture that encourages the
  innovative use of existing and emerging
  technologies
• To free up staff for new challenges

3
OSD Milestones
Mid 1998
End 1998
End 1999
End 2001

Transaction Audit

ESD Strategy

Tenders On-line
Public forms accessible Online

High Volume Printed material On-line
All Publications On-line
High Volume Transactions On-line
All Transactions On-line

All Purchasing On-line
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Development Path
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NRE Communications
ResourceWeb
NREWeb
Customer Service Centre
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• Government information from the ground up

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Web - Priorities

• integration of customer interface -
• NRE Web, Land Channel, Customer Service Centre
• transactions online 24hrs x 7days
• interactive activities
• real time online with NRE staff
• discussion groups
• decision support tools
• media centre
• concurrent traditional online publishing

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Web PurchasingWork Flow
User
e-payment
Authorised Approver
Vendor
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Accounts Receivable

• Objectives
• All Transactions On Line
• Simple and Accessible for Client and
• Department
• Accurate and Comprehensive Data
• Capture
• Accountable

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Transaction Audit

• Key findings
• 200 transactional services
• mostly licences and permits
• Hundreds of (existing) transactions
• 13 transaction types
• 400 forms
• 20 prescribed by legislation
• 60 information systems
• Only 6 are used in providing 4 or more services

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Next Steps

• Select Quick Win projects
• Little or no complexity,
• Well advanced projects,
• Clear benefits
• Select Priority projects
• eg Landata
• Online Accounts Receivable
• Recreation information booking
• Transaction Audit - Stage II
• Develop Best Practice Transaction Models
• Progress the OSD Strategy
• All forms on ResourceWeb
• Call centre
• Distributed authoring
• Knowledge management

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Regional Input

• What services can be significantly improved by
  placing them (or parts of them) online?
• What is involved in providing a service 24hrs X
  7days?
• What new duties will be required to deliver these
  services?
• How can we tell if services are significantly
  improved?

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OSD Delivery Model

• CUSTOMER
• Call Centre
• Customer Access
• Standards Distributed Authoring
• PROGRAM SERVICE
• OSD Framework Std Transactions
• Data, Information, Knowledge IT Architecture