1. Bill McCluggage Director – Delivery & Innovation Division Stormont Hotel : 12 December 2006

2. Government has to respond to keep up with the hopes and aspirations of citizens and business, to remain efficient and trustworthy. Transformational Government Strategy: 2005 Citizen Centred Services: delivering an improved service to the public

3. Citizen-facing Services Shared Services ICT Professionalisation What we will be focusing on:

4. Some 70%+ of our customers prefer to deal with their government business using the phone Our citizens aspirations: Our response: A modern multi-channel contact centre service (NI Direct) Improved citizen online services

5. NI Direct Accessibility Consistency Social Inclusion Improved service delivery & customer experience A managed environment

6. Kiosks Web Consolidation Texting Citizen Online Services

7. Making it happen in 2007: NI Direct – Deliver Business Case – Introduce Incremental Partnership – Map common processes – Implement numbering strategy – Introduce Managed Technology Solution Citizen Online Services –Commence web consolidation project –Pilot NI Public Access Kiosk solution –Explore & Design NI Directgov franchise