NSW Department of Education NSW Department of Education Empowering schools through knowledge SASSPA Seminar March 2020 Shared Services
NSW Department of Education Topics to cover • What have we heard? • How have we responded? • Who are we enabling? • What we are doing? • Hot topic – changes to payment summaries (group certificates) 2
NSW Department of Education What have our schools told us Build relationships to maximise knowledge transfer Principals need more development support particularly around strategically planning their operations and complex school based Training and learning scenarios is not meeting the differentiated needs of schools and learners Communication is a key challenge and We need all QRGs to be there is a feeling of in the one location, being overwhelmed We need to establish otherwise its confusing if with the volume and maintain good they are in different partnerships with places schools so we can continue to learn and grown together 3
NSW Department of Education NSW Department of Education Customer Experience and Engagement Team Designs and delivers customer engagement and staff development strategies to drive organisational capability uplift Teams Customer Experience Design Self Service and Schools Partnership and Customer Relations Tea and Capabilities Communications Learning Enablement (formerly Account Management ) Lead Manager, Margaret Hutchinson A/Manager, Lynn Wiezel A/Manager, Ruchita Dhiman Leader, Natasha Eaton Le Carmel Senese Director, Customer Experience and Engagement, EDConnect The Cus Th ustomer Experience and Engagement team has a strong cu customer lens and wor orks cl closely with the Shared Services team to o help enable their stra rategies.
NSW Department of Education Self Service and Communications • What we said we would do • Where are we now? • What is next?
NSW Department of Education Tier 0 Self-help Website development and consolidation • Information all in one place • News • Easy to understand processes • ‘Just in time’ information explaining concepts • Designed around schools tasks or ‘jobs’
NSW Department of Education NSW Department of Education NSW Department of Education Co-designed with schools The new structure has been co-designed with schools around the tasks they do • • • Albury High School Illawong Public School Tweed Heads South Public School • • • Auburn Girls High School Jindabyne Central School Wollongong Public School. • • Auburn Public School John Edmondson High School • • Blacktown North Public School Merrylands Public School • • Bonnyrigg Heights Primary School Mulwaree High School • • Bradfordville Public School Narara Valley High School • • Callaghan College (Wallsend) Northmead Public School • • Carlingford High School Ryde Secondary College • • Carlingford West Public School St Marys Public School • • Cecil Hills High School Surveyors Creek Public School • • Dorrigo High School Tamworth West Public School • • Gilgandra High School Toronto High School 7
NSW Department of Education Tier 0 Self-help Quick reference guides (QRGs) • Developed with schools • Summary of instructions to give you an overview • Standard sections • Only includes task information • Easy to use • All updated
NSW Department of Education NSW Department of Education NSW Department of Education Quick reference guides (QRGs) New standard developed to ensure QRGs are step- by-step instructions, accessible, easy to find and up-to-date. User tested and positive feedback.
NSW Department of Education Tier 0 Self-help Frequently Asked Questions Find answers to your common questions quickly with links back to detailed information. Provides another way of finding information.
NSW Department of Education Tier 0 Self-help Newsletter • Subscribe • Important reminders • News • Weekly • Available from our website
NSW Department of Education Tier 0 Self-help Yammer • Get alerts • Join a conversation • ‘Yam Jam’ sessions to talk to an expert
NSW Department of Education What’s next? Continue our website consolidation & simplification and develop new tools
NSW Department of Education Inside the department A site for each directorate 14
NSW Department of Education Inside the department Multiple spots to find information on my pay 15
NSW Department of Education Inside the department Multiple spots to find information on finance 16
NSW Department of Education Tier 0 Self-help Videos and podcasts Videos let you watch and listen instead of reading lots of text. Videos are used to explain concepts. Podcasts (audio format) to help make it easier for staff (particularly teachers and school leaders) to access content while on the go.
NSW Department of Education Tier 0 Self-help Chatbot • Ask a question at anytime and anywhere • Find answers quickly • Escalate to Contact Centre if not successful Chat is available on mobile and website
NSW Department of Education Schools Partnership and Learning Enablement • Who are we supporting? • Where are we now? • What we need to do?
NSW Department of Education NSW Department of Education Schools Partnership and Learning Enablement The team will provide • training and in-school coaching support in processes related to the range of EDConnect’s services, including school operations, finance and human resources. If you would like assistance • for your school, please email them at edconnect.sple@det.nsw.edu. au.
NSW Department of Education What we offer • Face-to-face training - 3 x term 2 • E-Learning - 5 x term 2 • EDConnect In-house visits – 2 x term 1 Training • In-school coaching support • edconnect.sple@det.nsw.edu.au Coaching • Principal network meetings • Research projects in operations in schools • Locally based SAS staff network sessions and days, co-designed Uplifting School to meet the unique of the schools and staff in each location Operations 21
NSW Department of Education Changes to payment summaries (group certificates) From 2020, your payment summary (group certificate) will: not be provided by the department • be available via the Australian Government’s online service myGov • now be referred to as an Income Statement. • What do you need to do? 1. Create a myGov account 2. Link your myGov account to the ATO
NSW Department of Education Thank you
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