Government Licensing Online Differentiating and Developing G2B and G2P Online Strategies

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Government Licensing Online(Differentiating and
Developing G2B and G2P Online Strategies)
Richard Gijsbers Department of Natural Resources
Environment November 1999
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The Challenge

• Making government services available Online

Why?

• To improve services and service delivery

• To transform internal processes

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200 NRE Services
Product and Facility Use Sales
11
Land Dealings
13
Administrative Services
17
Professional Services
29
Resource Management and Regulation
52
92
10
20
30
40
50
60
70
80
90
No. of Services
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NRE licences permits include..
Animal Health Certification
Licensing Pipelines
Magazine licence
Appointment of Inspectors
Livestock ID
Miners rights
Petroleum Production
Catchment Permits
Assistants Licence
Regulating poisoning activities
Veterinarian Certification
Authority to Control Wildlife
Commercial Wildlife Permits
Statutory Approval Services
Dolphin Tour Permits
Tenure Services
Miners Rights Sales
Gaming Licence
Grasstree Treefern Tags
Bee Site Licence
Import/Export Permits
Forest Operator Licensing
Parrot Rings
Forest Produce Licence (A licence)
Private Wildlife Licence
Forest Produce Licence and Receipt (C licence)
Scientific Research Permits
Long Term Licence (S licence)
Permit - Car Rally
Permit - Commercial Filming
Permit - Defence Force Training
Permit - Events
Permit - Research
Permit - Weddings
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So...

• There is more to licensing than just issuing them

• There are at least two types of licensees and

• Not all licences are the same!

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There is more to licensing...

• Resource Management
• levels of utilisation, standards of utilisation,
  integration with management of resource.

• Issuing
• Advertising requirement, accreditation,
  application, issue, renewals, variations,
  transfers, appeals..

• Compliance
• monitoring against standards conditions ,
  inspections, performance records, enforcement

• Relationship Management
• Customer records, issuing notices, additional
  services.

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Two Broad Groups of Licensees.

• Retail-
• Everyone is potentially our customer .
• Licensing is essentially issuing and monitoring.
• Communication is intermittent.

• Business-
• Discrete number of customers.
• Licensing is more complex (involving all four
  functions).
• Relationship is generally ongoing through the
  licence period.

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Not all licences are the same...
Internet
Extranet

• Longer duration (up to 3 yrs)
• Proof of identity can be reqd
• Accreditation reqd
• Cost usually gt20
• Renewals significant
• eg Game Licence

• Long duration (up to 40 yrs)
• Significant resource security reqd
• distinction between authorisation and
  utilisation
• Low volume high value
• eg Woodchip Agreements

• Short duration (lt 1 yr)
• Essentially a cash transaction lt 20 (if at all)
• No licence history kept
• Proof of ID not usually reqd
• low individual value
• eg Amateur Fishing Licence

• Usually short duration (lt1 yr)
• Clear guidelines
• Utilisation requires monitoring
• Some self-regulation
• Renewals significant
• Little concern over resource security
• eg Commercial Tour Permits

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However, despite the variation..

• There is much use of common data and data
  relationships and

• there are remarkably similar procedures

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Why place licences online?
Complex Licence
Industrial Agreement
Second Order
Simple Licence
Commercial Licence
First Order
Note that the scores are subjective and only
apply to current NRE perceptions of the relative
benefits to each licence function of placing the
different licences online.
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A Strategic Approach.

• Flagship projects

• Beginning to end process

• Generic data model

• Standard Transactions

• Standard processes

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A Generic Data Model
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Generic Data Model

• Widely applicable within NRE

• Business rules stored as data items

• 60 reduction in data entities

• Cheaper, simpler system development

• More flexible system

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Big Decisions

• Licence model, modules or single, central system?

• How far can we integrate our services?

• Customer relationship management.

• Strategic partnerships with the private sector.

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Conclusion

• Licensing is complex with many components and
  functions.

• Placing licensing online needs to be an
  end-to-end process.

• We need to use appropriate mix of internet
  technologies for different licensees.

• We cannot predict the outcome so we need to be
  flexible.

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Richard Gijsbersrichard.gijsbers_at_nre.vic.gov.au

• Also check out our web sites
• nreweb.vic.gov.au
• land.vic.gov.au

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15 Standard TransactionsEach of the following
have been specifically defined so that
combinations of these will deliver any NRE
service online to the extent appropriate

• Provide information
• Obtain specific information
• Acquire a fixed price product/service
• Request quotation for custom product/service
• Order quoted custom product/service
• Book service/facility

• Confirm or cancel booking
• Submit information
• Change information
• Receive customer feedback
• Issue notices
• Issue payment/grants
• Issue refunds
• Process invoice payments

Transactions that will be developed in the Game
Wildlife Project. These transactions will be
developed in other NRE Projects.