Services Australia is undertaking an ICT Architecture Review with the aim of crafting a ten-year technology roadmap aimed at implementing sustainable and viable solutions that can meet our business needs and deliver on the agency and government vision and goals.

Through our deep understanding of the current state, we have identified a number of strategic focus areas. This request for information is targeting modernisation of our appointment management capabilities. The aim is to implement a modern and end to end appointment management capability which will connect government services for customer, to create intuitive and personalised experiences.

A new end state appointment ecosystem aims to broaden future appointment booking capability to allow bookings across all Services Australia and other Government services through online channels, over the phone or through a service centre.

We are seeking to understand innovative solutions that provide flexible licencing models, automation, simple configuration, and able to be integrated simply to existing systems, as well as leveraging new technologies into the future.

The users and their needs

1. A seamless customer experience that enables them to choose how and when and where (physical site or virtual) they want to make an appointment, and have the option to modify or change and reschedule easily via an intuitive interface

2. A seamless staff experience that provides them access to appropriate tools to be able to manage and conduct their appointments easily and efficiently

3. Enable connected servicing by bringing together data analytics across whole of government systems to provide customers and staff a seamless experience across channels, and agencies

4. Adequately balance customer demand with staff availability though accurate operations planning on a regular basis

1. Administrators:

• System Management: Need tools to manage user accounts, permissions, and system settings.

• Reporting: Require access to detailed reports and analytics.

• Workforce Management: Integration with workforce management platform to allocate staff against timeslots and determine how many slots should be offered.

2. Staff:

• Scheduling: Need an efficient way to schedule, reschedule, and cancel appointments.

• Notifications: Require automated notifications for upcoming appointments and changes.

3. End-Users (Customers):

• Ease of Use: Need a simple and intuitive interface to book, modify, and cancel appointments.

• Accessibility: Require the system to be accessible on various devices, including smartphones and tablets.

• Reminders: Need automated reminders via agency notification platform for upcoming appointments.

Work already done