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

This policy describes the requirements for entities planning digital investments involving Virtual Servicing. To provide input, please contact architecture@dta.gov.au.

Designs

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

Services Australia digital assistants

DES32

Lead Agency: Services Australia

Technology Type: Services Australia Chat to Connect

Services Australia utilise digital assistants, powered by artificial intelligence (AI), to enhance service delivery and help users to find information faster, manage their accounts and process some basic claims.