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Legislative Assembly for the ACT: 2000 Week 9 Hansard (7 September) . . Page.. 3014 ..

MS CARNELL (continuing):

Initially, less complex services will be migrated. These are already provided through the four ACT government shopfronts, via the Internet, over the phone and through kiosks. This initial phase will be followed by more complex services. In these cases it is likely that the business processes which underpin these services will need to be redesigned.

Parallel with this auditing of services, a selection process will be undertaken to identify an industry partner who will deliver Canberra Connect with government. The industry partner will be entering into a commercial relationship with government and sharing the risk and opportunities created by this initiative. The selection process for the industry partner has already begun, with an industry briefing on 15 August this year and the draft request for a proposal being released recently.

What can we expect Canberra Connect to deliver? Canberra Connect will integrate our physical shopfront facilities, call centres and electronic services into one common interface. It will continue to use a combination of service delivery tools, including the Internet, interactive voice response systems, integrated call centres and, of course, over-the-counter shopfront-style services.

Shopfronts will continue to remain an important way of delivering services to our community. These shopfronts will be fully integrated into the technology systems of Canberra Connect. However, the services that will be available at the shopfronts will expand. Of course, there will still be a need to keep specialised shopfronts which offer the more complex and professional services.

We are very much aware that there are groups in the community who do not have ready access to IT or who are not familiar with conducting business online. Canberra Connect will be addressing the need to improve the quality of services to all groups in the community, not just those with access to online services.

In order to achieve full and efficient integration of services, Canberra Connect will be working with agencies to redesign business processes in line with new technology opportunities. The agencies will continue to own these services and the business rules which guide their implementation. The difference is that Canberra Connect will integrate their delivery with other related services and across mediums to better serve our customers.

The industry partner with Canberra Connect is integral to this integrated system and service delivery approach. It will identify, design and source the technology standards and software systems to support the electronic delivery of services and transactions. The industry partner will also be able to identify international and national initiatives which could be built into Canberra Connect and keep the organisation in tune with the latest industry opportunities. There are significant opportunities for local industry in the development and management of Canberra Connect with the industry partner. It is anticipated that many of our local businesses will work with the partner to delivery various aspects of Canberra Connect.

As you will appreciate, there are many technical, organisational and business issues to resolve in delivering this type of integrated project. One of the key issues in developing Canberra Connect is the need to provide full privacy, security and integrity of all

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