Conference Day Two: Tuesday 1 August 2008

9:00 Opening Remarks From The Chair

Jo Bryson
Executive Director, Office of eGovernment
Western Australian Department of Premier and Cabinet

9:10 From EGovernment To Customer-Centric Services In The UK: The UK Government Gateway Success Story

• The UK eGovernment vision for 2011
• What has been achieved since 2001 and the roadmap that was followed to meet their goals
• Meeting standards and addressing issues related to identity and interoperability

Jim Purves
Head of Product Strategy
UK Cabinet Office

Measuring eGovernment Performance and Costs

9:50 Evaluating EGovernment Systems In Order To Demonstrate Their Value For Money

• The importance of being able to gauge the benefits of eGovernment
• Quantifying the cost benefits achieved by implementing these methods
• Measuring service delivery and efficiency gains
• Developing methods for demonstrating real benefits for the organisation

Rhod McDonald
Assistant General Manager, Strategy and Planning Branch, Information Communications and Technology Group
Child Support Agency

10:30 Morning Tea

11.00 Delivering The Best ROI For Your IT Projects

• Utilising web-based services to reduce your overall costs
• Gaining optimal results from your IT investment
• Transitioning from face-to-face client service to self-assisted customer service
• Utilising IT budgets to promote eGovernment: Saving money on one project to use on another
• Building a business case for implementing eGovernment strategies

Sarbjit Sidhu
National Manager, Online and Deduction Services
Centrelink

Delivering eGovernment Services that are Responsive to Customer Needs

11:40 Channel Management And The Role Of EService In A Multi-Channel Delivery Enterprise

• Channel management and migration in a government environment
• Balancing accessibility responsibilities and the need for efficiency gains
• The evidence base on customer preferences in doing business with government
• Key drivers, opportunities and show stopperS

Dianne Jeans
General Manager
SmartService Queensland

1:20 Sitting On The Couch With FIDO: A Case Study Of ASIC’s Online Financial Service Website

When it comes to investing and managing money people want information that is informative, unbiased and written in plain English. ASIC took up the challenge in 2000 with the launch of the FIDO website. This presentation uses “scams” as a case study to examine:

• How to converse with an audience
• How to work with other government agencies
• The challenges faced in developing the website

Rudi Rajendra
Internet Manager
Australian Securities and Investment Commission

2.00 Online Citizen Engagement: The Victoria Online Experience

• Citizen participation in policy development and design of services
• An important question: is the web channel the right channel?
• Defining outcomes and measuring success
• Online engagement: technology versus culture

Amanda Finnis
Manager eServices, Citizen Access and Transformation, Victorian Department of Innovation
Industry and Regional Development

2:40 Afternoon Tea

Ensuring a Critical Privacy and Authentication Environment

3:10 The Use And Protection Of Customer Sensitive Information

• Improving internal security and identity authentication
• Privacy and the provision of information: How much to show
• Finding a trusted online authentication method
• Secure use of personal information

Dr Neville Parker
Director, IT Security Policy
Centrelink

3:50 Balancing Internal Compliance And Business Priorities To Provide Secure, Reliable And Auditable Service Delivery

• Improving internal departmental security, auditability and effectiveness
• Internal identity management and creating a reliable source of identification
• Using cost-effective secure technical solutions to address all potential scenarios
• Embracing Process Change requirements to delivery compliance

Al Blake
Director, Technology Improvement Unit
Department of Environment, Heritage, Water and the Arts

4:30 Closing Remarks From The Chair

4:40 End Of Conference

Mid-Conference Tutorial B 5.00pm - 8.00pm

Delivering Online Shared Services to the Whole of Government: Lessons Learnt from the UK

Jim Purves
Head of Product Strategy
UK Cabinet Office

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