Government solutions Enterprise & Government Solutions
Introduction Enabling trusted connections and improved access to government services As digitisation continues to change how citizens live and work and businesses operate, Australia Post offers the support organisations need to transform service delivery. With real-world experience providing trusted, relevant and valuable services to citizens and organisations across Australia, we re uniquely placed to help government departments and agencies deliver sustainable change. Technology moves quickly, trust doesn t 01
As citizens continue to access services in different ways, demanding more choice and more convenience from every interaction, finding the right digital solution for your organisation is essential and we re invested in helping. We re growing our digital identity, payment processing, information management and back-office processing capability to: Enable improved, inclusive access to government services via physical and digital channels Introduction Create quicker, easier and more efficient ways for governments to connect with people Help digitise government services and deliver end-to-end solutions at scale in every Australian community including regional and remote areas. egovernment Service Insights Consumers and businesses want simple, secure, convenient and seamless access to government services. 94% of Australians want all government services to be available online, however 16% of Australians don t use the internet at all. 70% would still like the option of an in-person experience. Governments need to reduce their administrative costs, while providing secure access to services. Australian governments spend up to $6 billion on service administration. The Digital Transformation Office (DTO) was set up to drive service digitisation across Australia. 53% don t mind sharing their personal data if it makes their lives easier. Source: AP Commissioned Research, March 2016 The shift to digital service delivery could deliver government productivity and efficiency savings worth $17.9billion over 10 years. Deloitte Access Economics Digital Government Transformation 2015 02
Our solutions Our solutions Multi-channel engagement We re creating new ways for governments to engage with citizens, and build trusted relationships in-store and online. By integrating new technologies, and consolidating core services, we re helping governments design and adopt service delivery models that work for them. Delivering secure transactions and providing inclusive access to services through our retail network and digital channels. We perform more than 200 digital and physical services on behalf of government agencies today. Accelerate service digitisation We ll work with you to digitise existing services and back-office processes, via cost-effective repeatable solutions that draw from our capabilities in digital identity, payment processing and information management. With a range of integrated offers, we can help you manage end-to-end process digitisation across areas such as licencing, registration, as well as secure permit and certificate services. Our online platforms also help streamline application, identity verification, online payment and workflow processes while offering the choice to securely deliver both electronically and physically. Solutions delivery and managed services We help governments at all levels transition to digital channels, while improving access to the important services they offer through the design and delivery of new service delivery models. From establishing new online marketplaces, to managing online registries, we offer a wide range of consulting, CX and UX design, online hosting, support and maintenance services. 03
Our solutions We connect with up to 11.5 million citizens across Australia every day 04
Our capabilities Our capabilities Identity services Helping governments offer more effective identity verification, authentication and enrolment services by making it easier for citizens to prove their identity across the several hundred million transactions made every year. Financial transaction services A range of payment processing, disbursement and financial transaction solutions help organisations provide trusted multi-channel experiences online, on mobile devices and through our nation-wide retail network. Information management services With secure workflow, communications and searchable online archive capabilities, we can help reduce paper-based processes, while managing risk and compliance, and reducing costs. We support governments at every point Connect and Identify Process and Pay Manage and Inform Find Apply Verify Process Pay Deliver Customer Service Admin Back office Search for information on service Fill out application form for service Verification of credentials Process the request Pay/be paid for the service Electronic and physical comms and delivery Citizen enquiries Manage admin work Manage back-office processes 05
Supporting capabilities Supporting capabilities Retail services Support your digital transition with our network of physical Post Offices with more than 4,000 locations across Australia, including more than 2,500 in rural and regional areas. Each one supports in-person and self-service transactions to make your digital migration smoother. UX / CX design Through a range of user-centred design and lean startup methodologies, our digital development teams create products and services that focus on customers. These frameworks are used to design single and multi-channel experiences, drawing from our UX and CX teams, test labs and in-house tools. Digital delivery With some 300 digital technologists including solution architects, developers and testers our Digital Delivery Centre is where ideas come to life. Our scaled, agile methods enable rapid and iterative delivery, with DevOps focused support capabilities. Hosting services We have experience with both private and public clouds delivering highly responsive and cost-efficient infrastructures. In 2015, we built a new DevOps-focused Trusted Services Cloud, which is PCI compliant and ISM ready. This solution lets organisations operate in multiple environments, and perform fully automated infrastructure builds and deployments. Support and maintenance Our support teams are there for you managing all areas of service management spanning incident and problem management to service requests and enhancements. Security and compliance We have a dedicated information security team working to make sure our processes and technology maintain the highest security standards. These standards align to PSPF, ISM, ISO 27002 and PCI-DSS and we regularly perform external information audits to check we re meeting security obligations. 06
Customer stories Customer stories Passport services Each year, 1.75 million Australians renew or apply for a passport. And since around 98% of Australians live within 20kms of a Post Office, the Passport Office saw an opportunity to offer travellers a more convenient and flexible service. We now conduct passport interviews, verify identity and process secure payments across our nation-wide network of Post Offices. TFN applications We ve helped 220,000 Australian residents get their Tax File Number quickly and easily. The old process was slow, costly and prone to errors so we set out to simplify it. We developed a solution that lets applicants fill out an easy online form. And when they ve completed it, they receive a bar code to print off and take into a Post Office. Our retail teams scan the bar code to access the details, then verify the applicant s identity and complete the process with a biometric signature capture. Once we have all the information, it s transferred and processed electronically. Police certificates We worked closely with WA Police to provide Australia s first fully digital solution for police certificates. What once took days, now, in most cases takes less than 30 minutes. And the verified identity attributes can be saved and reused for other government services. It s a solution that s convenient for applicants, gives employers more peace of mind, and creates a safer community. Transport services Delivering more choice, and providing more access to over-the-counter services. When a state government s department of transport struggled to keep up with customer demand, we offered our vast retail network to help them respond in the most cost-effective way. Along with increased geographical coverage, we also supplied identity-checking technology, data and photo capture, and payment processing all in real-time. Government background checks We help screen more than 100,000 citizens for child-related work each year. The Working with Children Screening Unit in one of Australia s largest states requires rigorous face-to-face background checks. Without the physical presence to manage these checks, they turned to Australia Post s unrivaled retail network for support. Utility digital services We help 1.7 million customers receive and pay their bills online. One of Victoria s largest utilities needed help when their customers started asking for better digital services. MyPost Digital Mailbox was the solution offering a seamless migration for residential customers to a new digital platform. 07 To ind out more about our Enterprise & Government solutions, please visit auspostenterprise.com.au This information is true and correct as at August 2016