What is a super service

1
What is a super service ?

• There are two kinds of super services
• an overarching service comprised of many related
  or non-related smaller services (sub-services)
• a high level service, comprised of a series of
  logically connected sub-services that meet the
  end-to-end requirements for a specified group of
  customers.

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How do you identify super services?
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Why is it important to identify over-arching
super services?

• reduce the number of related documents and/or
  services listed below a service
• to give the user a less cluttered and better
  user- experience of the portal
• help identify gaps in services information
• make it easier to both maintain and quality
  assure (QA) records

4
Is this a super service?

• Find information about your employment rights
  and responsibilities is clearly a super service
  because
• related documents and services list is too long
  and not user friendly
• sub-services are clearly identifiable, and
• many fact sheets are listed highlighting the need
  for an index page.

5
Find information about your employment rights
and responsibilities
Find out about unions
Fix an employment relations problem 
Find out about parental leave
Find out about minimum pay deductions
Find out about holidays other leave
Find out about good faith in employment relations
Organise a speaker on Employment Relations
Find out about working for the NZ government
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And then against each sub-service the following
were attached
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(No Transcript)
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Example 1 - Post super service identification
creation

• Find information about your employment rights and
  responsibilities (Employment Relations Service,
  Department of Labour)
• In any work situation employers and employees
  have certain rights and responsibilities. You can
  find out all about these by visiting the
  Employment Relations Service website. Here you
  can find out about your employment rights and
  obligations plus how your work can be a positive
  experience for you and for your employer. If you
  run into difficulties in your job, we may be able
  to help you resolve these problems.
• You can also get information by calling our
  Employment Relations Infoline.
• For more information see
• Find out about parental leave
• Find out about holidays and other leave
• Find out about good faith in employment
  relations 
• Find out about minimum pay and deductions 
• Fix an employment relations problem 
• Find out about unions
• Parental Leave Fact Sheets
• Holidays Fact Sheets
• Employment Relationships Fact Sheets
• Pay Fact Sheets
• Problem solving Fact Sheets
• Union Matters Fact Sheets
• Shop Trading Hours Fact Sheets
• Find out about working for the NZ government
• Organise a speaker on Employment Relations

6 sub services
6 index web pages
2 ad hoc services
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• Process-type super service

A high level service, comprised of a series of
logically connected sub-services that meet the
end-to-end requirements for a specified group of
customers.
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Why is it important to identify process-type
super services?

• Services related by topic are displayed on the
  portal in alphabetical order not logical process
  order.
• The life events section (Things to Know When)
  each life event displays a number of services but
  there is no way to connect them to create a
  logical process which can easily be followed by a
  citizen.

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What are we doing about it?

• The major work to accomplish this will take place
  in the second half of 2003.
• The goal - provide access to a total package of
  interactive services, rather than simply
  information access.
• All-of-government identity becomes more
  significant - the development of a process view
  of services because it will provide an
  opportunity for agencies to work together to
  create access to services that goes beyond the
  individual identity of one agency.

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From here.

• Identify any super services your agency may have.
  
• Work through the chunking concept.
• Contact us at the e-government unit if you
  require any help or advice.

Sara [phone] Jude [phone] Laura
[phone]