Telecommunications Infrastructure Priority Action Area OBJECTIVE 1 - To improve the availability of affordable high bandwidth and mobile communications services throughout the State. PRIORITY ACTION 1 - Develop a Queensland Telecommunications Strategy. INDICATOR OF PROGRESS 1 - Report on the progress of the National Broadband strategy and the level of State participation. Working with the Commonwealth and other States on the Preparation of a National Broadband Strategy. PRIORITY ACTION 2 - Support the implementation of cooperative telecommunications frameworks and activities (e.g. telecommunications strategies which include demand aggregation such as the North Queensland Project or the Brisbane South East Queensland Telecommunication Infrastructure Strategy). INDICATOR OF PROGRESS 1 - The extent of agency participation in whole-of-government and whole-of- State telecommunications activities., QPS, Transport DSD, DTRFT Educ,, CorrectServ, DES, DPI, DSD, DTRFT, QPS Implementing the Queensland Government's core telephony strategy, which is designed to provide departments and agencies with cost-effective voice services that utilise new convergent technologies. Brisbane City and South East Queensland Telecommunications Infrastructure Strategy (BC&SEQTIS) finalised and under consideration by the Government. Agency has new managed Voice Solution provided by Optus for Office of Fair Trading and Regional Offices. Remainder of agency on Telstra Spectrum service. All telecommunication services will be reviewed against benchmarks set in recently announced Smart Access tender process. EQ is a lead agency for the SmartNet/EdNet Carriage Services Invitation to Offer. Anticipated the process will be at the best and final offer stage by July 2003. Eight agencies involved in the evaluation of the SmartNet Invitation to Offer. Multi-agency expenditure on Optus products and services in support of the Reef Network broadband initiative facilitated competitive broadband telecommunications infrastructure between Brisbane and Cairns. Eight agencies represented on evaluation committee and seventeen agencies represented on the working group. 22 agencies have met their obligations., Educ Educ INDICATOR OF PROGRESS 2 - Extent to which high bandwidth services are delivered to business and the community as a result of Government activity. estimating their potential use of data carriage services to assist in the SmartNet Best and Final Offer negotiations with the three short-listed carriers. Multi-agency expenditure on Optus products and services in support of the Reef Network broadband initiative facilitated competitive broadband telecommunications infrastructure between Brisbane and Cairns. Converted another 150 school sites to ADSL. This has has a flow on effect to the availablity for business and the community. 80 Cost savings of up to 70 per cent now available to all Optus customers using 2Mbps Frame Relay services between Brisbane and Cairns. PRIORITY ACTION 3 - Streamline State-based carrier and telecommunications approval processes (e.g. a State Planning policy for telecommunications). INDICATOR OF PROGRESS 1 - Extent to which necessary changes have been made to the Integrated Planning Act. DSD, Brisbane City and South East Queensland Telecommunications Infrastructure Strategy (BC&SEQTIS) under consideration by the Government.
PRIORITY ACTION 4 - Encourage the development of competitive telecommunications infrastructure in Queensland. INDICATOR OF PROGRESS 1 - Extent of agency participation in whole-of-government and whole-of- State telecommunications activities.,qps,jag Set-up a whole-of-government GITC purchasing panel for provision of mobile telephone equipment and associated services. As a result of this process, 89 additional mobile phone base stations will be built in rural and regional Queensland by Telstra and Optus. Telstra agreed to bring forward its roll-out of CDMA 1xRTT high-speed mobile data services to the Sunshine Coast. Agency participation in SmartNet is not compulsory. High level of willingness to participate indicated an awareness of the advantages of aggregated agency spend. 22 agencies agreed to participate in the SmartNet aggregated data carriage purchasing arrangement 22 agencies met their obligations. DTRFT QPS Multi-agency expenditure on Optus products and services in support of the Reef Network broadband initiative facilitated competitive broadband telecommunications infrastructure between Brisbane and Cairns. Has agency specific contract with Optus for Fair Trading and Regional offices telecommunication services as well as Telstra Spectrum service for remainder of agency. Mobile services provided through Telstra whole-of-government contract. Participated in the development of the documentation for Smart Access and also offered management level assistance for the evaluation and review of Smart Access responses. INDICATOR OF PROGRESS 2 - Extent to which high bandwidth services are delivered to business and the community as a result of Government activity. Conducting a trial of IEEE 802.11 wireless internet access hotspots in the public areas of approximately 20 Government buildings. This will provide public Internet access at speeds up to 11 Mbps using WiFi-enabled devices such as laptops and PDAs. 75 Successful provider chosen. Installations being planned. DSD Educ/ SmartNet Best and Final Offer negotiations will significantly increase both the availability and affordability of high bandwidth data carriage services throughout Queensland. Working with the Eastern Downs Regional Organisation of Councils (EDROC) and Gladstone to assist each regional community influence the supply of telecommunication infrastructure to their region through the building of a business case to attract supply. Anticipated the Smartnet/EdNet Carriage Services Invitation to Offer will lead to more cost/effective bandwidth availability. Currently there is one dominant data carriage provider (Telstra) in regional and rural areas of Queensland. SmartNet will introduce additional competition in the provision of these services. Projects at various stages of development and outcomes will become evident in subsequent years. Health Service Delivery Network implemented and is in the final stages of formal commissioning as an asset. 95 Established a substantial infrastructure for reliable high speed communication. PRIORITY ACTION 5 - Make best use of Commonwealth and State telecommunications funds. INDICATOR OF PROGRESS 1 - Additional telecommunications funds expended in Queensland. DES Participating agency in the Outbacknet@Qld initiative that is seeking to improve telecommunication services to remote/rural communities in western and south-western
Queensland. Queensland Regional Education Network (QREN) successful in gaining $5.5M for bandwidth infrastructure providing a 2.5 Gbps backbone connection from Brisbane to Townsville via Rockhampton through the federal Systemic Infrastructure Funding program. Government approved a proposal to leverage State telecommunications expenditure to deliver 89 additional mobile locations in Queensland Stage 2 will allow connection to Toowoomba, Cairns, Mackay, Bundaberg, Gladstone and Sippy Downs. This will allow all Queensland universities to be linked to large broadband capacity. SmartNet tender reached the stage of best and final offers from carriers for extended bandwidth availability and reduced pricing to Government agencies in communities throughout Queensland Secured funding for mobile telephony on Mornington Island following the omission of the town of Gununa from Commonwealth mobile funding programs The mobile facility operational in May 2003. Successfully partnered Cloncurry Indigenous Call-in Centre application to Networking the Nation for $145,000 for a public Internet and training access centre. Identified Cloncurry and the Call-in Centre as an appropriate funding target and assisted the preparation of the application. PRIORITY ACTION 6 - Develop telecommunications-based applications, which take advantage of high bandwidth services. INDICATOR OF PROGRESS 1 - The extent of agency participation in whole-of-government and whole-of- State telecommunications activities. DES Families Developing a web-based education administration system (Online Campus) which will deliver online courseware to staff. It will also provide the platform for offering community education courseware to the public. Delivery of online courseware will facilitate the requirement for improved bandwidth. Trial of remote access through the use of handheld phone communicating data using CDMA network and DialIP VPN. Results of the trial have been incorporated in the requirements for the Integrated Client Information System. OBJECTIVE 2 - To maximise the value of State Government telecommunications expenditure to the people of Queensland. PRIORITY ACTION 1 - Take advantage of telecommunications based services which provide efficiency gains to government, e.g. corporate video conferencing. AND PRIORITY ACTION 2 - Use of telecommunications services to improve customer service, e.g. 1300 and 1800 numbers. INDICATOR OF PROGRESS 1 - Reduced complaints from the customers of Queensland Government. CorrectServ DES Department has a 1800 number to enable victims of crime to contact the department. Video Conferencing capabilities installed in the Emergency Services Complex, Kedron Park and provides capability to link to regional staff. Uses a range of 1300 and 1800 numbers to improve customer service. Queensland Ambulance Service Customer Centre in Spring Hill uses an Integrated Voice Response system as a method of improving customer service. Developed a draft telephony Strategy for Queensland Government. Developed a whole-of-government strategy to use video
DTRFT Works conferencing to reduce travel costs. Agency has anecdotal positive feedback from public of improved call centre and web based services. 1300 and 1800 numbers used for Help Desk and customer contact points across the Department DATSIP DET INDICATOR OF PROGRESS 2 - Cost savings or improvements in customer service levels. Initial trial of Collaboration software - finalised with a targeted deployment approved in the immediate-term. Introduced a 1300 number to provide a single point of contact for TAFE customers in November 2002. To date in excess of 4400 calls received in addition to institute-direct calls. 50 Potential for savings and improved efficiency in communication activities identified. Planning to extend trial to offices throughout the State is in progress.,jag,qp S,Transport SBIT: Southbank TAFE uses telecommunications services to improve customer service through: Client Contact Centre 13 72 48 1300 725 353 Help Desk number provided to online learners as well as online Enrolment (Telstra and RSA) TNQIT: upgraded its data communications between campuses from Onramp services to Frame Relay. This will save an estimated $50,000 over three years (into second year of savings). Coupled with the move to Citrix Metaframe to deploy computer applications to regional administration users and notebook users (Thin client technology reducing the need to have expensive Network servers located at the each campus) will save an estimated $150,000 in servicing costs over 3 years on network servers as well as the $140,000 in capital required to upgrade the existing server technology. The new technology allowed the Institute to improve intercampus communication and collaboration by having a uniform application environment that allows all administration users to transparently move between campuses while still being able to access the same data and applications. This improves client service by reducing TNQT internal turn around times uses an Optus 1300 service for its main admissions call centre number which is accessible from any phone in Australia except Mobiles. Set-up a whole-of-government GITC purchasing panel for the provision of mobile telephone equipment and associated services and will result in savings to Government of up to $2m per annum. Construction of 89 new mobile base stations in rural and regional areas as a result of this initiative will significantly improve mobile phone customer service levels in these areas. Cost savings of up to 70 per cent now available to all Optus customers using 2Mbps Frame Relay services between Brisbane and Cairns. 65 Clients contact from all over Australia. DPI Developed a strategy to provide access to Government services on an equitable cost basis. Savings or improvements through: fortnightly teleconference with Rural Information Services staff DPI Bookshop 1800 number teleconference with regional staff use of whole-of-government telecommunications strategies i.e. SmartNet tender, mobile phone tender, Optus mandatory spending for ReefNet
DSQ DTRFT Families DPI Drought hotline 1800 number. Initial trial of Collaboration software finalised with a targeted deployment approved in the immediate-term. Has 1800 number for DIAL information and referral services as well as providing the information Online. Introduced new 1300 number facility for Office of Fair Trading and Liquor Licensing clients within existing cost structures by implementing Managed Voice Solution in partnership with Optus, Netstar and Nortel. Key impact for regional clients who can now contact agency for cost of local call and still have access to expertise based in Brisbane. Implementation of Video Conferencing to facilitate the contact between young people in detention centres and their family contacts. Trial of DialIP in progress to reduce communications costs and improve communication integrity for remote access to information. 50 Potential for savings identified and for improved efficiency in communication activities identified. Planning to extend trial throughout the State is underway. Trial of hand-held device to enable the deployment and recording of information from remote locations. Housing Primary service delivery arm is its network of 17 Area Offices and 6 Client Service Centres across Queensland. In order to gain efficiencies in the delivery of services to people in housing need department utilises teleconferencing facilities for regular meetings of its Regional Services Network and Occupational Therapist Network. JAG Video conferencing utilised: for remote witnesses and for Courts by Office of Director of Public Prosecutions between courts and correctional institutions. (9x) 1800 numbers and (6x) 1300 numbers used. 50 Transport Transport portfolio review into the provision of managed voice services. RFO closed and evaluation being finalised. Examination & implementation of wireless networking technology to improve QT operations. For example: MINDA (Planned transition to GPRS technology & possible supplier change) connecting remote or temporary project sites general LAN & WAN networking exploring wireless technologies. Project team keeping across Smart Access developments Wireless Network Technology examination. PRIORITY ACTION 3 - Improve telecommunications management practices in Queensland, e.g. cooperative support arrangements in regional Queensland. INDICATOR OF PROGRESS 1 - Cost savings or improvements in customer service levels. CorrectServ DNRM Prison Access Project utilise videoconferencing technology, funded by the Commonwealth's Networking the Nation program. Program enables prisoners to access remotely situated legal advisers and facilitates appearances before community corrections boards and courts. Initiative significantly reduced the cost of travel to and from remote locations. Over the last 12 months the former Department of Mines (DME) network has been successfully integrated into the NR&M network. Opportunity taken to improve the network s performance by redesigning it to accommodate DME regional sites. Result is a more robust NR&M network which has the ability to redirect links seamlessly in the event of link failure or data centre failure. Former DME centralised ICT budget successfully distributed to the regional customers of the service without any increase in the department's overall data communications budget position.
DTRFT Improved regional services through introduction of 1300 number access to call Centre within existing cost structures. Families Trial of DialIP in progress to improve reliability and reduce remote access costs. Health QPS Trialling handheld device to enable deployment and recording of information from remote locations. Significant research into and initial use of telehealth, web and media rich technologies for health service delivery. Key collaborations in metadirectory and authentication regimes. Undertaking a whole-of-service strategic planning review of telecommunications infrastructure and operational/customer requirements, to consider its future options. 65 Establishing a substantial infrastructure for reliable high speed communication. OBJECTIVE 3 - To develop an effective working relationship with the Commonwealth and Local Governments to improve telecommunications in Queensland. PRIORITY ACTION 1 - Work with the Commonwealth Government to develop positive policy outcomes for Queensland. (Telecommunications only) AND PRIORITY ACTION 3 - Advocate Queensland policy positions to all levels of government. INDICATOR OF PROGRESS 1 - Number of policy papers submitted to the Commonwealth Government. Queensland Government Submissions made to the Commonwealth Government Inquiries include: Regional Telecommunications Inquiry; Broadband Advisory Group; Senate Inquiry into the Australian Telecommunications Network; and Response to the Recommendations of the final report of the Productivity Commission Review of Telecommunications Specific Competition Regulation. Provided detailed response to the Commonwealth Government study into telecommunications services for regional, rural and remote Indigenous Communities. Registered interest to participate in the development of implementation strategies for the Telecommunications Action Plan for Remote Indigenous Communities (TAPRIC). Provided additional information to Estens Inquiry on future proofing and aggregation strategies. PRIORITY ACTION 2 - Promote and take advantage of Commonwealth Government programs to improve Internet access and the availability of mobile telephony. INDICATOR OF PROGRESS 1 - Amount of additional Commonwealth funding spent in Queensland. Assisted the Local Government Association of Queensland to implement the Connecting Communities project. DET INDICATOR OF PROGRESS 2 - Proportion of total funding sourced from the Commonwealth Government spent in Queensland. LIT: Internet access is via the one pipe to our DMZ for access to corporate systems such as CAP, SAP. Estimated around $20K is spent per annum on internet access for staff and students. Queensland applications allocated 32 per cent of the national total of sum $38M for Networking the Nation. DET INDICATOR OF PROGRESS 3 - Number of bids for Commonwealth grants to improve telecommunications services. LIT: Uses a PABX system with the ability to expand capacity as required. System can also be VOIP enabled. Upgrades of the system funded through our ICT funding at Institute level.