Department of Labour

Department of Labour

Context

The Department of Labour (DoL) helps people achieve high-quality working lives in thriving and inclusive communities, through linking their social and economic interests.

DoL has a history of strong involvement and contribution to the e-government programme. Two DoL projects, Worksite and Connecting Communities, have been recognised by the E-government Unit for their contribution to the e-government programme.

When the E-government Unit obtained information for this profile, DoL was about to undergo internal restructuring. Consequently, this profile recognises that DoL's e-government programme may undergo some future modifications.

Department of Labour E-government Initiatives

• Website review
• Increasing online services
• Connecting for Outcomes Initiative

Summary

Ready Access: DoL provides ready access to information and services through several websites. The agency has created a large amount of quality metadata, providing access via the government portal.

Alignment: DoL use the Internet extensively to provide information about the Department and the sectors it operates in. Internet technology is increasingly being used to integrate and share information with agencies and other organisations, and DoL is beginning to provide online services.

Internet and Communications Technology

A number of websites, divided into three broad categories, are used to provide information and services. The Department is undergoing organisational change. The websites can be broadly considered under the new service delivery groups. The groups are: developing the workplace, developing New Zealand's workforce, and developing work opportunities.

The websites are primarily informational, although there is some interactive functionality, such as an online paid parental leave calculator. There is limited website customisation on the immigration website. People can download forms from these websites.

The first group of websites includes the Employment Relations Service (ERS) and Occupational Safety and Health (OSH). A project called WorkInfo is reviewing the services related to the workplace currently encompassed in the ERS and OSH websites. The project will integrate the ERS and OSH services into a single website, and remedy the duplication that is occurring. While the two existing websites are primarily informational, the limited interactive aspects of the existing websites will be continued in WorkInfo.

The second group includes immigration websites - used by the public and immigration staff. The public access websites are primarily informational, but visitor permit-extension applications can be completed online. Varying degrees of online authentication will be needed before further online transactional services can be offered.

Some Internet-enabled integrated services have been introduced. For example, foreign student applications - completed through University websites - automatically share information with the Immigration Service to process visas. As a result, foreign students are unlikely to be in the situation where they are accepted at a University, but are not granted a visa to study in New Zealand.

The final group includes websites aimed at developing work opportunities, such as the Worksite portal. Most websites in this category are again informational. DoL is developing Shared Workspace opportunities, such as for the Connecting Communities Project. A limited number of forms can be downloaded from these websites.

The Worksite portal, for which DoL is the lead agency, is highly effective in integrating information provided by a range of agencies. More recently, Worksite has included services provided by non-government providers.

The Department is working to improve internal information management, as well as the delivery of each business unit's services. DoL expects information system standardisation to make internal information more accessible and knowledge management more effective. However, while whole-of-agency standardisation will make it easier for staff to browse and locate information internally, there are security and privacy implications to consider.

DoL may replace the existing intranets that each business unit individually operates. A single, integrated intranet system would better support online service delivery, and more effectively manage staff scheduling, document management and specific operation data.

Changes are likely in the two call centres DoL operates.

Ready Access to Information and Services

Metadata

DoL has 97 metadata records, and hundreds more for its other agencies. Records are accurate and well written for a general audience, using accessible English. There is excellent coverage of DoL information and services through the government portal. DoL's metadata records are well maintained and kept up-to-date.

Website Assessment

Websites assessed during May 2004 included:

www.dol.govt.nz
www.ceg.govt.nz
www.immigration.govt.nz
www.e-immigration.govt.nz
www.ers.govt.nz
www.movetonz.govt.nz
www.workplace.govt.nz
www.osh.govt.nz
www.workinfo.govt.nz

But excluded: Removal Review Authority, Future of Work, Worksite, Residence Review Board, Employment Matters.

Overall, DoL's websites are of a good standard. The main DoL site, the Employment Relations Service site, and the WorkInfo site all performed especially well in the assessment. The OSH site has been significantly upgraded since the assessment.

The strengths of the sites are in accessibility and information delivery. In future, the areas of usability and required government content could be improved.

Key quality issues noted during the assessment included:

• Good range, depth and presentation of information and services content.
• Usability and site navigation could be improved for easier use.
• Some required email addresses are not available or were not answered during the assessment.
• Missing website policies mean people may be unsure about feedback and complaints.
• Missing accessibility features, such as navigation skipping and access keys may impede some physically impaired people's access.
• Some broken links prevent people from accessing certain content.
• Some documents are in PDF only, excluding people who are unable or unwilling to read this format.
• More links to other related content would be useful.
• Contact details could be more specific to enable responsive handling of enquiries.

Alignment With E-government Goals

Convenience and Satisfaction

In addition to websites, two sophisticated call centres provide an important channel for people to access information and services. Both call centres deal with calls on a broad range of subjects, from a wide audience. The centres are highly adaptable, being able to adjust quickly to changing business needs or government policy. Internet technology has proven to be essential in helping staff manage a range of calls, be highly flexible and able to provide consistent, accurate information. The Internet is particularly important for call centre staff during periods of organisational or legislative change, as seen with the recent holidays legislation.

Integration and Efficiency

Of DoL's five business units, the Immigration Service is the foremost user of e-government in its business. E-government initiatives have enabled the Immigration Service to be more effective.

The Immigration Service systems have needed to share information with other government departments (in real time), with private business such as airlines, and with international organisations. The Immigration Service has potential to offer online services, but the need for online authentication is a limiting factor.

Participation

Most of DoL's websites do not directly encourage greater participation in government. However, both The Work-Life Balance and the Future of Work websites do encourage people to provide input into policy development.

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