Australian Government Architecture
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Type

Capability

Reference

.

Mandate

Endorsed

Virtual Servicing (Business)

What is Virtual Servicing?

Virtual Servicing describes a set of policies, processes and technologies used to deliver services to businesses virtually, enabling more flexible and remote operations.

Objectives

An objective for this space will be finalised through the iterative development of the Australian Government Architecture.

Policy Elements

Policy:
POL5
Virtual Servicing policy (Position) Mandate:
Unendorsed
Status:
Consulting

  • Assess the suitability of existing Virtual Servicing capabilities when planning investment in citizen-facing contact points

Domains

This capability is part of the following domain.
DOM10

Business Experience

Policies

The following policies have requirements that impact this capability.
Virtual Servicing policy (Position)
POL5
Mandate: Unendorsed
Status: Consulting

Designs

The following designs include examples of how digital solutions in this capability can be delivered.

Services Australia Chat to Connect

DES32

Lead Agency: Services Australia

Technology Type: Services Australia Chat to Connect

The Services Australia Chat to Connect is an approach that allows citizens to connect with Services Australia without physically entering a service centre
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