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CAPS

Priority Showcase

Self-service delivering significant savings

Over the past year, the number of calls to the ICT Service Centre has increased steadily from 12 000 to more than 21 000 calls per month.

"Although this is a significant increase, the Service Centre has also increased its ability to fix school ICT issues remotely, and in 67 per cent of cases ICT problems are fixed over the phone when schools first call the Service Centre," said Dana Ashe, Executive Director of the Strategic Information and Technologies Branch.

This equates to around 14 000 calls per month - a significant saving on downtime in schools.

"Teachers can log their call for help both over the phone and by logging a request directly into the help desk system, and we are continuously seeking faster ways to give schools the help they need," Ms Ashe said.

"Currently, an average of 30 per cent of callers to the Service Centre are answered in less than 20 seconds, which includes approximately half of all password reset requests being answered within that time.

"Recently we released a new password self-reset system, which allows teachers and other school staff to reset their own password online by answering three simple questions. No more delays due to forgotten passwords - and no waiting in phone queues!

"The focus for the next few months is on more self-service tools for schools to make accessing service and getting ICT help even faster."

"Teachers can log their call for help both over the phone and by logging a request directly into the help desk system, and we are continuously seeking faster ways to give schools the help they need," Ms Ashe said.

"Currently, an average of 30 per cent of callers to the Service Centre are answered in less than 20 seconds, which includes approximately half of all password reset requests being answered within that time.

"Recently we released a new Password Self-Reset system which allows teachers and other school staff to reset their own password online by answering three simple questions - no more delays due to forgotten passwords, and no waiting in phone queues!

"The focus for the next few months is on more self service tools for schools to make accessing service and getting Information and communication technologies help even faster."

Self-service delivering significant savings

Staff to manage HR records online

The Department of Education and Training Human Resource Management Information System (HRMIS) program is focused on providing cost-effective and efficient technologies to help maximise the delivery of HR services to schools and TAFE institutes.

"The HRMIS program will introduce systems that will automate high-volume, paper-based HR transactional processes to enable HR staff to focus on delivering value-add services to our customers," said Rob Mander, Executive Director of the DET HRMIS program.

"The upgrade of our core HR systems will provide self-service capability to all employees of the department in the areas of leave management and biographical information, and fortnightly payroll information can be viewed online.

"This self-service capacity will also extend to graduates, teacher applicants and other prospective employees who will manage their own staffing profiles and job applications through the department's OnePortal site."

It is anticipated the HRMIS technologies will be progressively implemented over the next two years.

"This self-service capacity will also extend to graduates, teacher applicants and other prospective employees who will manage their own staffing profiles and job applications through the Department's OnePortal site."

It is anticipated the HRMIS technologies will be progressively implemented over the next two years.

Staff to manage HR records online

Copyright survey to protect school and TAFE interests

This year, 75 Queensland schools (including 54 state schools) will participate in the Schools Copying Survey process, which involves 1-1.5 per cent of schools nationally each year.

"All state, Catholic and independent school systems are surveyed and are chosen on a rotational basis," Executive Director, Legal and Administrative Law Branch Tom Jumpertz said.

"Also, four Queensland TAFE institutes were selected to participate in the TAFE Copyright Survey in the 2008-09 financial year, where eight TAFEs nationally are included in the survey each year."

The Copyright Act 1968 (Commonwealth) provides for statutory licences that allow for limited copying by or on behalf of educational institutions for educational purposes.

"As well as these statutory licences, there are also voluntary licences that allow educational institutions additional rights for copying for educational purposes.

"These licences are vital for the education of our students in that the licences save our teachers the enormous administrative burden of having to negotiate each individual use of an author's work."

The Legal and Administrative Law Branch manages the department's copyright interests and compliance with contractual and statutory obligations under the Copyright Act.
Copyright survey to protect school and TAFE interests

Our vision

To enable, support and deliver business transformation across the Department of Education and Training through the provision of high quality and cost-effective corporate services.

Our outcomes

Provide high quality, value-for-money corporate and advisory services that support the Department of Education and Training in its provision of education and training services to the Queensland community.

Support state schools, TAFE institutes and corporate business areas of the department through the standardisation of services, cost-effective approaches to service delivery, and tailoring strategies to enhance client satisfaction.

Our measures

Financial performance measures

  • Percentage of shared service provider (SSP) operating surplus (deficit).
  • Percentage of labour costs as percentage of total expenses.

Non-financial performance measures

  • Number of full-time equivalents (FTE) in CAPS.
  • Percentage of operating level agreements (OLA) signed.
  • Customer satisfaction index.
  • Client satisfaction index.