Department of Conservation

Department of Conservation

Context

The Department of Conservation's (DOC) mission is "to conserve New Zealand's natural and historic heritage for all to enjoy now and in the future".

DOC manages or administers parks, forests, waterways, native wildlife, non commercial freshwater fisheries, historic places, marine reserves, and selected offshore islands.

Department of Conservation E-government Initiatives:

• Online booking
• Devolution of Internet content to regions

Summary

Ready Access: DOC's website and metadata are of a good standard, providing ready access to the agency's information and services.

Alignment: DOC uses the Internet effectively to provide information using a combination of websites, an extranet and a staff intranet. The Internet is used extensively to encourage participation in government. DOC is beginning to develop some online services.

Internet and Communications Technology

A document called 'Delivering online information and services' outlines DOC's achievements and plans for information technology and the Internet. The document aligns with the E-government Strategy and other aspects of the e-government programme. As a result, DOC's e-government achievements to date have involved using the Internet to provide ready access to information, developing information standards and encouraging participation.

A single main website provides information about DOC. Some programmes that are sponsored by businesses, such as the Kiwi Recovery and the Kakapo Recovery Programmes, use specialist websites to provide information. Specialist websites typically have web content provided by DOC, while all parties involved agree on the look and feel of websites.

DOC's main website primarily provides information for the public and businesses. Comprehensive information includes details on what to see, conservation values, conservation issues, how to get involved, knowledge sharing, current issues and events, volunteer groups, permits and licence requirements, and local office contact information. The main website provides numerous links to other websites, including Tourism New Zealand, local government and other regionally specific sites.

DOC provides information for people who wish to use conservation land for commercial businesses. Downloadable forms for permits, licences and concessions are made available on the website on a frequency of use basis. Currently, application forms for 30 out of approximately 120 permits and licences can be downloaded. Due to the complexity and individual nature of concessions, full online processing is unlikely. Furthermore, most applicants will still need to physically visit a DOC office, regardless of Internet developments.

The National Office in Wellington has oversight of website content, but content is decentralised to the conservancies (regions). The National Office helps to keep web content consistent and provides communication and technical support for the decentralised network.

To decentralise web content, DOC has needed to improve internal information management. DOC has made improvements starting in 1998, with the networking of all 145 offices throughout New Zealand.

DOC manages internal information through a centrally controlled intranet, providing general information, staff information, internal systems and processes. The intranet has proven to be a highly effective channel for disseminating information throughout the DOC conservancies and offices. The intranet is an effective tool to facilitate staff access to information, and is used to manage concessions and provide access to DOC's Asset Management databases.

Ready Access to Information and Services

Metadata

DOC has 127 metadata records, including 45 services, 81 documents, and an agency record. Metadata is well written with DOC's audience in mind, generally using plain language.

DOC provides ready access to the vast majority of its information and services through the portal. Some offline documents could in future link to the DOC website, and there could be a few opportunities for additional metadata.

Although difficult to find through the website and portal, DOC provides an excellent online service which allows people to book a Great Walk.

Website Assessment

Websites assessed during May 2004 included: www.doc.govt.nz

Overall, DOC's website is of a good standard. The site's strengths are in information delivery and required government content.

Key quality issues noted during the assessment included:

• Good range, depth and presentation of information content.
• Adequate provision of e-services.
• Usability and site navigation could be improved for easier use.
• Improvements to the search engine would make it easier for people to find information.
• Missing accessibility features, such as navigation skipping, access keys and style sheet problems may impede some physically impaired people's access.
• Some broken links prevent people from accessing certain content.
• More links to other related content could be useful.
• 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 handling of enquiries.

Alignment With E-government Goals

Convenience and Satisfaction

Websites are used extensively to provide general information. More detailed information can be obtained using external website links and contact details for local offices, including telephone numbers, which are provided.

A new national call centre is being created, initially to focus on supporting online camping and great walks bookings. Ultimately, the call centre will provide an additional channel to access DOC's wider information and services. The intranet and websites will be essential sources of information for call centre operators.

Integration and Efficiency

Online booking for DOC huts and camping grounds will be available in July 2005. While the technology to do this is relatively straightforward, the challenge has been in establishing uniform data standards. A common approach is necessary to standardise the bookings across conservancies and offices.

DOC is involved in a number of cross-agency projects, including the Biodiversity Strategy.

As most of DOC's work is land or ocean based, an extranet is used to share comprehensive geospatial information with other agencies, local government and the public. DOC purchases the Geographic Information System (GIS) based data from Land Information New Zealand.

Participation

DOC uses the Internet extensively to encourage participation in government. Consultation with agencies, businesses and community groups is primarily enabled through the extranet.