1. g2g customer motivations workshop For g2g subject matter experts

2. Today Process 1.gov2gov portal overview 2.Your content and customer analysis 3.Next steps… Pay off! You should have a better understanding of gov2gov We will have a clear understanding of your content and customers Will allow us to move forwards together into content planning then development

3. Content planning and development Customer motivations Content planning Content development Continuous improvement Today WorkshopInterviews/meetingsWrite + reviewOngoing

5. gov2gov overview Making it easier to do business between departments Led by SCS in partnership with DSITI and whole-of- government Key benefits Don’t need to know where to start Centrally searchable Even by Google/Bing Any time, any place, any device Mobile/tablet friendly Access from home, train Increased visibility and take up of services For those services that need it Secondary audiences (partners, public) Proactive transparency e.g. ICT partners Public portal Public portal

6. Where does gov2gov fit? Next step in customer-centric franchise model (OSS) Government-to-citizen Government-to-business Government-to-government World wide web: transparency, anyone can view OSS G2CG2GG2B

7. What belongs on gov2gov? InOut ×Services/info for your agency only (intranet) ×Corporate info about your agency (agency site) ×Social change (campaign site) ×Interactions with Federal and local governments Services for other departments Advice for all departments

8. Customers matrix “I use basic language” “I use technical language” Product researcher / decision-makers Doers Inside their profession (repeat customer) Outside their profession (new customer) “I want to compare options” “I want to get straight in and do it!”

9. Agency silos… Team 1Team 2Agency B

10. The franchise model Seamless access Team 1Team 2Agency B Franchise 1 Franchise 2

11. Franchise model Customer-centric approach means: Agencies collaborate to create franchise content an agency’s content may be split up across the site franchises are responsible for WoG content for their topic Agency landing pages can be used to tie agency services together “Recruitment, selection and induction” PSCHPWQSS

12. 2 key roles g2g Author Understand gov2gov model and writing style Work with the SME to understand their products, services and customers Write content in line with g2g standards Subject Matter Experts (SMEs) Understand their products, services and customers Work with the Author to gather background information Endorse content accuracy You! Us…

13. Your content and customer analysis

14. What is content? Content is information (i.e. text-based) or transactions (i.e. forms). For gov2gov, the majority can be thought of as either: Products and services Policy and advice

15. ‘Products’ vs ‘Services’ Product A standard tool or process you offer to meet some of your customers’ needs. Service How you and your customers interact when accessing your products Not always physical objects! e.g. ‘HR advice’ is considered a product

16. Content and customers 1. Content (your products and advice?) 4. Motivations (Why would customers choose or not choose your products/advice?) Activity 10, 20, 10 mins Consider: Outcomes Resources/constraints Emotions (hopes/fears) and preferences 3. Outcome (What is the customer trying to do when accessing your content?) 2. Customer (Who uses your content?)

17. Next steps 1.Interview(s) between g2g author and SME/s 2.Author drafts content 3.SME review and endorsement 4.Content published to gov2gov 5.Content improved as per content plans and customer feedback Customer motivations Content planning Content development Continuous improvement Next WorkshopInterviews/meetings Write + reviewOngoing

18. Questions? Contact the gov2gov team gov2gov@qld.gov.au