Focus
This Forum is about online services in the context of the New Zealand government.

While things like technology and standards are important, our specific perspective is to look at online services from a business angle. For example, we will look at the challenges of supporting online customers in a multi-channel world rather than customer support technologies.

What the Forum does
The idea is to have a way to discuss, share, and collaborate. We have a common goal in using the online channel to deliver government's services more efficiently and effectively. By working together we will be able to understand and develop best practices, lessons learnt, and develop a supporting network of like-minded people.

We will look across the service delivery lifecycle- strategy, design, business cases, building, operating, supporting, improving, governance, and promoting online services.

Why the focus on online services
In a sense, online services represents the intersection of two important dimensions for government. On the one hand, there are various activities of government such as policy development, providing information, service delivery, administration, enforcement, etc. On the other, there are various channels such as in-person, mail, online, phone, etc.

Our focus is on using the online channel for service delivery.

This means that we will need to keep in mind and align with thinking in other areas of the two dimensions. For example, service delivery in the context of providing information or the online channel in the context of a multi-channel approach.

Other groups already exist that cover some of the other aspects, such as promoting best practice in delivering information or online participation. This Forum therefore focuses squarely on online services.

There is a bigger picture- Digital Strategy 2.0, E-government Strategy, Networked State Services Development Goal, and individual sector/agency strategies. But, we want to work at a more detailed level, more at the business strategy and operations levels. Success in delivering the big picture requires success at the coalface.

How we work together
We're open to suggestions- it could include meeting regularly (say, once every two months), a shared online space, a discussion forum, etc.

Who can join
Only people currently working for the NZ government (including local government). This allows us to discuss issues freely and share our experiences, both good and could-be-better. Only people who have signed a confidentiality agreement with their respective agencies can join. Chatham House Rule applies to meetings and discussions.

We will invite people from outside the NZ government agencies to present and share their views and experience. There is a lot that we can learn from the private sector and the wider community.

Who runs the Forum
To get things going, the State Services Commission is taking the initiative, specifically the Strategy & Innovation team of the ICT Branch. Over time, the Forum will become self-organising.

How to join
Email gosforum@ssc.govt.nz to attend the Meetings.