SERVICE SA

The Hon. CARMEL ZOLLO (15:02): I seek leave to make a brief explanation before asking the Minister for Government Enterprises a question about accessing government information and services.

Leave granted.

The Hon. CARMEL ZOLLO: A key focus for the Service SA website Ask Just Once is to improve service delivery through encouraging people to use the internet to access government information and services. I understand that by encouraging people to use online delivery modes it will allow front-line staff to focus their attention and their service on areas where they can add the most value, enhancing customer satisfaction and savings for the state Rann government. Can the minister outline how Service SA is making the online experience of Service SA more efficient and customer friendly?

The Hon. G.E. GAGO (Minister for Regional Development, Minister for Public Sector Management, Minister for the Status of Women, Minister for Consumer Affairs, Minister for Government Enterprises, Minister for Gambling) (15:03): I thank the honourable member for her question. Mr President, as you may be aware, Service SA is the state government's one-stop contact point for government information and services. Service SA is a leader in offering choice and flexibility to customers and manages the South Australian government's single entry point online.

The site has been recognised nationally by state governments and in a paper to the international Organisation for the Advancement of Structured Information Standards for its ability to deliver significant benefits to the public sector. It provides access to government-related services, information and products, while also providing a gateway to performing financial transactions through an integrated network of phone, face-to-face and online services and most recently via mobile devices.

In line with the Ask Just Once strategy Service SA, in conjunction with the relevant departments and agencies, is constantly maintaining and updating the information available on this site. The key initiative of the strategy was the development of a single entry point online and the restructuring of online service delivery around the needs of citizens and businesses. I am advised that at the end of February 2011 there were nearly 2,000 pages of published content on sa.gov.au, with the site currently attracting an average 4,600 visits per day; that is for February.

It is incredible; 4,600 visits per day. I am advised that visit numbers are 25 per cent higher than for the same time last year, with visitors viewing almost 16,000 pages per day. I am pleased to inform members that Service SA has recently upgraded the look and feel of sa.gov.au using visual interest without introducing clutter or compromising usability.

The modern new design elements reflect the four seasons, and the site remains customer-focused, with topics of interest organised to bring together information from across government in simple, plain English, enabling users to find what they need quickly and easily. The site will enable flexibility to enhance key pages, whilst retaining a logical and consistent overall look and feel to the site. The refresh of the site will retain the connection with the existing design while enhancing the requirement for it to be informative and also credible and reliable.

The site update uses the graphic device of an arrowhead from the sa.gov.au logo in new ways to enhance key features, such as the top five links and the main subject heading on the home page, and the approach to writing the content for the site has been informed by leading global research and experts in the field. Customer feedback continues to reflect a growing level of satisfaction amongst customers, and I would like to take this opportunity to congratulate Service SA for its consistent, helpful and user-friendly approach to customer service.