Paper presented by Ross Hinkley, Assistant Director, Service Tasmania, at the Serve You Right Conference, Melbourne, September 2011. Provides an overview of the user-friendly service that links customers to an array of government information and services

1. Serve You Right
Melbourne, September 2011
Ross Hinkley
Assistant Director
Service Tasmania
Department of Premier and Cabinet
Service Tasmania Unit

2. Service Tasmania
Governance Arrangements
Service Tasmania Board
Service Tasmania Unit
Department of Premier and Cabinet
(DPAC)
Department of Education TMD Department of Primary Industries, Parks, Whole of Gvt
LINC Tasmania Water & Environment Banking Contract
(DPIPWE) (Managed by Treasury)
Service Tasmania Online Service Tasmania Contact Centre Service Tasmania Shops Telephone & Internet
Bill Payments
Master Level Agreement Master Level Agreement Master Level Agreement

3. Service Tasmania
Through Service Tasmania customers can:
• pay government bills.
• apply for licences, permits and grants.
• purchase government products, e.g. maps, guides and street atlas.
• obtain information.
• make bookings for specialist services.
• change address and contact details for a range of services (Client Update
Service).
• seek help from and provide feedback to the government.

4. Service Tasmania
Service Tasmania – providing choice for
customersover the Phone or Online
Face to Face,
There are 27 shops across the State, in
urban, regional and rural areas:
• 546 discrete services available in every
shop.
• 1.9 million transactions per annum
completed face to face.
•178 employed staff in Shops across
Tasmania (FTE 123.39)
• State-wide Shop Network costs $10.568
million (2010-11)

5. Service Tasmania
Over-the-phone
Call the One Number for Government – 1300 135 513
• Calls are answered by real people.
• Information is provided on behalf of Government agencies.
• 180,000 calls answered per annum.
• Least developed of the three service delivery channels but
the biggest opportunity for development and integration.
Customers can use automated (self service option) for
payments:
• 40 telephone bill payments.
• Available 24 hours a day, 7 days a week.
• Seeing a shift from Phone payments to Online payments.

6. Service Tasmania
Or Online
Service Tasmania Online – www.service.tas.gov.au
•user-friendly service that links customers to an array of government
information and services.
• access to more than 3500 State, Local and Commonwealth Government
resources.
• 40 bill payments online.
• access to information, applications, forms and links.
• online help and feedback service.
• 1,267,315 million requests for information received in 2010-11.

7. Service Tasmania

8. Service Tasmania
Transactional Levels

9. Service Tasmania
CUSTOMER SURVEY 2011
Timeframe: Four Weeks between May and June 2011 Survey Type: Online survey developed by Market Solutions.
Delivery Channel: Feedback from Service Tasmania phone, shop and internet users.
Survey Analysis through Interpretation of Agreement Index (AI) to rate their agreement to a series of attitude statements and
Measurement interpretation of Customer Satisfaction Index (CSI).
/Analysis
Number of 1,093: of the participants most had recently visit Service Tasmania through:
completed - Shop (972)
surveys - Phone (97)
- Online (39)
Summary • ‘I was treated fairly’ – 96% either strongly agree Summary • Overall customer CSI of 89.6.
Satisfaction or agree. Agreement • CSI of 88.7 for accessibility of service and
Ratings • ‘Was well informed’ – 93% either strongly agree Ratings 87.8 for the amount of time it took to get
or agree. the service.
• ‘Staff were knowledgeable’ – 93% either strongly • 94% of respondents were either very
agree or agree. satisfied or satisfied.
Customer 60% of participants indicated a 59% of participants would prefer to 81% of participants indicated a
preferences for preference to speak to an operator have one number for Government satisfaction with the current operating
services over the (even if they had to wait longer) (41% want direct numbers). hours.
phone
Expectations: Overall: Shop: Online: Phone:
• 43% - a lot better • 44% - a lot better • 23% - a lot better • 33% - a lot better
• 15% - a little better • 15% - a little better • 8% - a little better • 19% - a little better
• 40% - as expected • 39% - as expected • 59% - as expected • 44% - as expected

10. Service Tasmania
MAJOR PROJECTS
• QUEST Replacement (Knowledge Management System);
• Client Update Service (CUS);
• Integrated Tasmanian Government Contact Centre Project;
• Service Provision Review;
• LINC/Hub Project (Queenstown, Bridgewater, Scottsdale and George
Town);
• Local Government Engagement;
• Financial Management; and
• Funnelback / Mobile Devices

11. Service Tasmania
Procedural Information Management System (PIMS)
The PIMS project is looking to replace the current Knowledge Management System
(QUEST). Significant challenges over the past 12 months:
• Project deferred in August 2010 due to hosting and authentication complications.
• Since August 2010 – significant internal review completed:
• Hosting and licensing solutions now resolved.
• Sourced additional recurrent funding to support operating costs.
• Seeking Treasurer’s Exemption to progress with the final development.
• Development expected to take 3-4 months.
• Launch expected towards April 2012.

12. Service Tasmania
Local Government Engagement
• Looking to expand presence and opportunities in the Local Government
environment (State and Federal environments well advanced).
• Existing service agreements in place with Meander Valley, George Town, Kentish
and Northern Midlands.
• Considerable amount of time and resources allocated to engaging with Local
Government environment, including ongoing discussions with Local Government
Association of Tasmania.
• Aligning with independent Local Government reviews (i.e. potential amalgamation
opportunities).
• Initial stakeholder discussions completed and now a specific overall strategy being
developed.

13. Service Tasmania
Contact Details: Kathy.Baker@dpac.tas.gov.au
Ross.Hinkley@dpac.tas.gov.au
Bob.Avery@dpipwe.tas.gov.au
Noelene.Kelly@education.tas.gov.au
Website: www.service.tas.gov.au