The Department of Natural Resources engaged New Dimensionz (Andrew Zerk) to develop a Service Catalogue.
Background
“The blueprint will guide us to achieve our vision of being an economic development agency that enables the productive and responsible use of our natural resources—water, land, minerals and energy resources—to generate wealth and prosperity for current and future generations of Queenslanders.”
The blueprint sets out the strategic direction enabled through major legislative reform (which is well progressed), enhancing business systems and developing DNRM staff.
DNRM are seeking assistance with the preparation of a Service Catalogue informed by the blueprint and through consultation with DNRM staff.
To complete the Service Catalogue, engagement with senior leadership included the following areas (approximately 50 one on one interviews, from the CEO down two reporting levels, as part of the assessment phase):
- Land Services
- Water Services
- Mine Safety and Health Services
- Mining and Petroleum Services
- Policy and Program Support
- Service Delivery – 3 Regions
- Mines Safety and Health
- Business and Corporate Services
Service Model Organisation
“Business Category’ is the highest level of process in the organisation. Business Categories are, therefore, broad descriptors of the main types of business undertaken by the Department.
A ‘Service’ describes a group of processes, activities or tasks that are related by the service they provide.
Level 1 Services are the highest tier. They describe a service class.
Level 2 Services describe a series of interrelated activities that convert inputs into results. . (This document includes a partial analysis or cataloguing of Level 2 Services for DNRM)
Level 3 Services are activities at the task level. (This document does not include analysis or cataloguing of Level 3 Services for DNRM).
For example, in addition to other Services, DNRM provides Services such as:
- Level 1 Service: Providing mining and petroleum services which enable economic growth and prosperity.
- Level 2 Services: e.g. Providing access to detailed Geological Survey of Queensland information via the Internet.
- Level 1 Service: Providing responsible and productive waters services.
- Level 2 Services: e.g. Account for and monitor the quantity, availability and condition of water resources.
1.1. Assumptions
A number of assumptions were made in the preparation of this document:
- The analysis of Departmental Services was ‘structurally agnostic’. That is to say that the Departmental structure and the organisational location of personnel undertaking actions or performing services was not a factor in the description of the service.
The Service Catalogue describes the ‘as is’ service profile of the Department. It is recognised that the activities of the Department are dynamic.
The Result
Four (4) detailed service profiles were produced. The sections to be completed comprehensively were level 2 and 3 service category descriptions, service provisioning costs, alternate delivery models, organisational change implications and the risks/constraints.
