Ministry of Social Development

Ministry of Social Development

Context

The Ministry of Social Development (MSD) provides strategic social policy advice to the New Zealand Government and provides social services to more than one million New Zealanders. It also provides social development leadership and research in the social sector.

Ministry of Social Development E-government Initiatives

• Jobs for you - website in Contact centres
• Natural speech recognition
• National consolidated voice and data network
• Centralised client management system

Summary

Ready Access: MSD provides ready access to a wide range of information and services through its website and the government portal. MSD's websites are targeted at specific audiences to ensure that their diverse information needs are met. MSD can further improve people's access to its information by creating additional metadata records and ensuring records are kept up-to-date.

Alignment: MSD aligns with the E-government Strategy through involvement in cross agency portals and delivery of online services to some clients. Integration and standardisation of back office systems has enabled greater automated sharing of information with other agencies. MSD uses websites to complement and support other channels of communication, such as brochures, publications, media releases, telephone and face-to-face contacts.

Internet and Communications Technology

MSD's information strategy ensures that systems used through the Ministry, available to staff and for the public, align with the delivery of key outcomes.

A number of projects are underway and include internal information by implementing an Electronic Document and Records Management system as well as a Web Content Management system. A Client Management system will centralise information to MSD frontline staff as well as for JOBS4U - a searchable talent database that will be available to employers and staff via the Internet.

The MSD website development strategy has been to develop sites for specific target audiences, such as StudyLink for students.

Websites have been developed using common templates to ensure consistency of the user experience and to demonstrate the relationship between MSD and each portfolio responsibility. Therefore, each website has been branded to represent the specific function that the website services. Focus groups are used to ensure that website content, usability and structure meets user needs.

MSD uses 14 websites, plus three cross agency websites to provide online access to information and services. MSD is a leading contributor to the WorkSite/PaeMahi portal, which integrates information from a number of agencies to help people find work and develop skills.

JOBS4U is an online job and talent search tool that is available to Work and Income staff and will be made available to clients and potential employers through the Internet in the near future. JOBS4U complements existing job search tools such as TalentBank and JobBank.

MSD applies an integrated approach to the use of communications channels. Information on the Internet is supported by print (brochures, forms, publications), media (press releases and interviews), telephone, and face-to-face contact through MSD's service centres located throughout the country.

In addition, MSD has successfully implemented a consolidated voice and data network (VoIP) that provides a toll bypass facility for approximately 240 sites throughout New Zealand. The Department of Child, Youth and Family Services also uses the network. MSD is in the process of migrating all its call-centre operations in-house on to the VoIP network

MSD's strategy is to develop tools targeted to specific staff functional needs, but using common IT infrastructure and platforms. For example, SLKbase is a web based workflow application for StudyLink staff; HIYA is a web based application for Work and Income Contact Centre staff, ISIS is a web based application for staff in the International Services area, and Olive is a tool for staff in War Pensions. MSD is currently conducting a proof of concept on a Client Management System which will provide a consolidated view of client information.

MSD also has responsibilities for the Information Analysis Platform (IAP) which provides a data warehouse for the social services sector. It is used by the Department of Labour, the Ministry of Housing, and the Department of Child, Youth and Family Services.

Ready Access to Information and Services

Metadata

MSD has 97 metadata records, which are generally of a high standard. The links within MSD's records are correct and up-to-date. With continuing changes on MSD's websites, it is recommended that records be re-examined on a regular basis.

Additional records could be created, specifically for the Office of the Community and Voluntary sector and the services offered. This includes the following areas: hapū and iwi, community and government relationships, volunteering and social benefits.

Website Assessment

Websites assessed during May 2004 included:

www.msd.govt.nz
www.heartlands.govt.nz
www.studylink.govt.nz
www.workandincome.govt.nz
www.odi.govt.nz
www.myd.govt.nz

Overall, MSD's websites are of a good standard.

The strengths of the sites are information and e-services delivery.

The Ministry provides ready access from its website to all the information and services it is required to provide.

Key quality issues noted during the assessment included:

• Good range, depth and presentation of information and services content.
• Missing website policies mean people are unsure about feedback, privacy, copyright and complaints.
• Missing accessibility features, such as navigation skipping and style sheet problems may impede some physically impaired people's access.
• Some broken links prevent people from gaining access to some content.
• Some documents are in PDF only, excluding people who are unable or unwilling to read this format.
• Contact details could be more specific, to enable responsive enquiry-handling.
• More links to other related content would be useful.

Alignment With E-government Goals

Convenience and Satisfaction

The Internet and ICT are used effectively to provide access to MSD's information and services. MSD provides complementary channels to ensure that information and services is equally accessible to all people it works with.

For example, by identifying target audience needs, MSD caters for students who are comfortable using online services, without visiting or speaking to anyone, while providing a similar level of service using 0800 toll free numbers and service centres for people who prefer direct contact with staff members.

Those services not delivered directly over the Internet will increasingly be supported via internal internet-based technologies. This includes services provided using the national VoIP network. The VoIP network is used for phone calls and natural speech recognition technology being used by Work & Income clients to electronically declare their income and update their records.

Integration and Efficiency

There is considerable potential for MSD to share and integrate information and deliver services more closely with other agencies. Potential exists especially with those agencies where data matching agreements already exist.

Participation

The Ministry uses websites to encourage participation in Government by providing a range of contact details. The main website has an Events section advising of conferences and seminars open to the public.

The Centre for Social Research and Evaluation (CSRE) uses the Internet extensively to encourage informed debate by publishing social research and evaluation reports. MSD's Social Policy Evaluation and Research Committee website also encourages interaction and involvement. It provides contact details, research news, and research funding information.

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