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NSW Government Licensing Project Overview

2. Objectives of Overview. The objective of this presentation is to provide an understanding of the Project's: Objectives and strategies Structure Approach Timeframes. 3. Project Hypothesis . That a GLS is capable of handling a diverse range of licensing services:Strategy paper and

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NSW Government Licensing Project Overview

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    1. NSW Government Licensing Project Overview Go Thinking Tuesday, February 19 2002

    2. 2 Objectives of Overview The objective of this presentation is to provide an understanding of the Project’s: Objectives and strategies Structure Approach Timeframes

    3. 3 Project Hypothesis That a GLS is capable of handling a diverse range of licensing services: Strategy paper and business case included: Survey of licensing agencies High level walk through of several licensing processes Found considerable similarity between services: Application, renewal, termination, etc processes Assessment processes: Fit and proper person checks Qualifications and experience Internet research for generic licensing services internationally

    4. 4 Projected Capability Ultimately, the new system will need to be capable of handling: up to two million licences 200 licence types 800,000 annual licence renewals 1,000 internal system users countless consumers, applicants and licensees

    5. 5 Project Goals Replace agency licensing systems with a single system offering online services to licensees and consumers in addition to traditional counter, postal and telephone services by 2005 Improve the quality and efficiency of licensing to benefit individuals, businesses and government and to increase consumer protection

    6. 6 Initial agencies in scope Of the 28 NSW licensing agencies, five initial agencies will be implemented covering 65 licence types: Department of Fair Trading Department of Gaming and Racing National Parks and Wildlife Service WorkCover Authority Health Professionals Registration Boards

    7. 7 Project Approach Manage project scope – 5 diverse agencies High level steering committee Highly consultative project approach Use of consultative committees – eg LCC and BCC Agency consultation & sign off of deliverables Project team – staffed by agency, OIT and contract personnel

    8. 8 Project Team Structure Project Workstreams Business analysis/ Information architecture/ RFQ & RFT tender specification/ Contract management Legislation and Privacy Third Party SLAs Change Management and Communications Business Licence Information Service (BLIS) enhancement Benefits Realisation Risk Management

    9. 9 Project Phases Phase 1 Online renewals in DFT (RFQ) Legislation to support phase 1 Phase 2 – Involves four sub-projects Acquisition & implementation of new licensing system (RFT) Legislation to support phase 2 Hosting Service for the Licensing System BLIS enhancement/acquisition Phase 3 Photo licensing and third party verification Legislation to support phase 3

    10. 10 Project Approach

    11. 11 Relationships Agencies need a single point of contact for the services which are provided by the NSW GLS. Initially the GLS Project will provide that, but ultimately the responsibility will need to be undertaken by a NSW Govt entity, still to be identified. Note, it is unlikely to be practical to outsource this pivotal role. A SLA will be developed as part of implementation planning between the Agency and the Central Service Provider The Central Service Provider will either undetake the work implied by this or outsource it under appropriate Contracts and/or SLAs to the appropriate Vendor. Conditions and penalties in the SLA with the Agency will be ‘passed-through’ to the actual service provider.Agencies need a single point of contact for the services which are provided by the NSW GLS. Initially the GLS Project will provide that, but ultimately the responsibility will need to be undertaken by a NSW Govt entity, still to be identified. Note, it is unlikely to be practical to outsource this pivotal role. A SLA will be developed as part of implementation planning between the Agency and the Central Service Provider The Central Service Provider will either undetake the work implied by this or outsource it under appropriate Contracts and/or SLAs to the appropriate Vendor. Conditions and penalties in the SLA with the Agency will be ‘passed-through’ to the actual service provider.

    12. 12 Lessons learnt Estimate time for agency consultation and sign off and double the estimate Require strong Central Agency support for whole of government projects Allocate sufficient resources and time to bring agencies along with Project Team Design risk treatment strategies into the Project: Project Steering Committee Agency Steering Committees Uniform legislation Government endorsement Project Steering Committee promotion of joint Project Team / Agency BPR

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    15. 15 Communication Strategy · An over-arching stream – ongoing regular communications activities about the project ·  A partner stream –regular communications activities aimed at key licensing agencies and staff, key peak industry bodies and key stakeholders ·  A specific licence stream – detailed information on the implementation of a specific licence aimed at licensees and peak industry bodies

    16. 16 Communication Methods Direct mail and e-mail Project Web site Media releases Presentations / face-to-face meetings Internal communications Newsletter (Project Bulletin) and other communication materials

    17. 17 Measurement ·      Agency change readiness surveys ·      Customer service surveys ·      General feedback ·      Website usage analysis ·      Media coverage analysis ·      As appropriate, a consumer survey ·      Agency post implementation surveys

    18. 18 Project Approach

    19. 19 To Be Processes Licensing: Application Renewal Amendment Suspension Restoration Replacement Enquiry Compliance: Complaint Inspection Investigation Claim

    20. 20 Application Process

    21. 21 System Access Accessible anywhere on the internet using a standard web browser/windows Protection of private information from the public as well as from other agencies High levels of security and authentication Security profiles used for licensees, agency staff and public, to define their view of the data Public self-help to public register details Full system logging and audit capabilities

    22. 22 System Features Highly flexible processes based on individual agency requirements Ability to add new licences without writing code unless new functionality is required Workflow management principles Electronic verification of applicant particulars through secure links to third party organisations

    23. 23 System Features Support multiple channels for inbound and outbound correspondence Support for document imaging and electronic attachments Support for online payments Archiving and disposal according to NSW State Records standards

    24. 24 Project Rollout Agency by agency in the sequence:      Department of Fair Trading     National Parks and Wildlife Service      WorkCover Authority      Department of Gaming and Racing Health Professionals Registration Boards Licence type by licence type (potentially) Existing licensing system by existing licensing system  

    25. 25 Further Information

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