E-commerce TechTalk. Ms Raelene Vivian Australian Customs and Border Protection Service

Transcription

1 E-commerce TechTalk Ms Raelene Vivian Australian Customs and Border Protection Service

2 E-commerce: a new way of doing business In a business environment e-commerce is not limited to technology, but encompasses a new form of doing business driven by transparency, culture and simplicity. To perform effectively and efficiently in this invisible world we need to change our mindset and operating models.

3 Reform and service vision Reform vision Our officers are highly skilled and act with integrity, professionalism and respect when engaging with all users of the ACBPS Our community has trust in the ACBPS to provide border protection across all our operating domains (overseas, maritime, border and domestic) Our legitimate traders and travellers experience expedited and supported trade and travel Our partners, whether in Australia or overseas, work with us in mutually beneficial partnerships Service vision Australia is globally recognised as an easy place for travel and trade. Services are designed into travellers and traders natural systems. We make it as easy as possible for people and businesses trying to do the right thing. Australia is globally recognised as a hard place to evade border controls..

4 Government policy Engagement and open government Service delivery Operational improvements

5 Growing complexity Changing business models Criminal environment Trends at Australia s border Goods are coming into Australia from more places Supply chains are more varied and complicated The ways in which businesses are operating are evolving rapidly The rise in internet based commerce Australia is a lucrative market for organised crime Taking advantage of diversification of supply methods Increasing volumes for air and sea cargo, international mail

6 Air cargo volumes Air cargo volumes (to 31 Mar 14) January February March April May June July August September October November December

7 Air cargo volumes Air cargo volumes of low value goods (to 31 Mar 14)

8 International mail volumes International mail volumes International mail items

9 Sea cargo volumes Sea cargo volumes (to 31 Mar 14) January February March April May June July August September October November December

10 Border continuum

11 E-commerce Technological advancements are changing how we do business E-commerce, and the rise of online shopping, is shifting consumer behaviour Individual consumers enjoy convenience, choice and availability through online retailers Significant increases in the volumes of air cargo and mail parcels crossing the border

12 Service principles A stronger border A differentiated experience A good experience An efficient experience National contribution Segment and tailor Tell us once Integrated into natural systems Shared border continuum outcome Support or respond Simplified and easy to use Maximise self service Pre, at, post border Prevent and deter Consistent Responsive

13 Areas of focus Provide all services digitally Contemporary services Electronic reporting in international mail

14 Digital by default Improved data integrity supplied to Intelligence and Enforcement Enhance border risk assessment and reduce opportunity for fraud Digital-by- Default Digital data capture and reporting Enhance revenue collection capability Streamlined clearance of lawful goods and travellers Reduce manual effort, duplication, errors and rework

15 Implementing fully digital interactions in place of the manual forms and processes that currently exist

16 Customer apps

17 Mail modernisation Designing a new approach for the processing of international mail Exploring opportunities to enable electronic data capture Partnering with Australia Post

18 Mail modernisation - challenges Financial investment New approach to risk assessment Global introduction of electronic reporting capability Competing priorities and strategic visions

19 Summary of explanatory factors relevant to channel Factor Perceived ease of use Perceived self-efficacy Perceived usefulness Compatibility Purpose of transaction Trust Impact Ease of use for the adoption of the channel Efficacy influences perceived ease of use Perceived to be useful, such as convenient, flexible and functional Fit with one s existing experiences and technologies Relationship between channel and purpose of transaction Trust in technology and trust in government entity

20 E-commerce challenges Digital trade goods and services Keeping business competitive in a global market Sophisticated technologies e.g. 3D printing Modernising systems and processes

21 Thank you

22 Customers and Channels Taskforce Organisational strategies that provide a framework for how we interact with users Service Framework Channel Strategy Service Delivery Strategy Service Charter Relationship Management

23 Client-centric service Factors relating to technology that encourage or impede the up-take of self-service options Ease of use Usefulness Seamless Telephone Based on people s perception of ease of use Depends on a person s perception of their own abilities Convenient Flexible Functional Fits with the user s prior experiences Builds on existing technologies Online channels utilised for information seeking Telephone still preferred for problem solving

24 Millions Air cargo volumes 40 Air cargo volumes (to 31 Mar 14) forecast Volumes

25 Millions Sea cargo volumes 3,5 Sea cargo volumes 3 2,5 2 1,5 1 0, (to 31 Mar 14) forecast Volumes