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Nico PadovanA/g First Assistant Secretary
Business Transformation ServicesDepartment of Immigration and Citizenship
Systems for People
Department of Immigration and Citizenship
A Case Study in Business Transformation
IBM Insight Forum 0918 August 2009
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Department of Immigration and Citizenship
• 7000 staff in 80 locations globally• In 2008-09
• 25 million passengers and crew arrivals • 4.6 million temporary visas granted•
156 000 permanent visas (migration & humanitarian)
• 170 000 new citizenship grants•
20 major computer systems (as well 70+ smaller systems)
• Supports a dynamic policy agenda
The Department of Immigration and Citizenship (DIAC) has a key nation building role through the well managed entry and settlement of people.
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The Story in 2005
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Beginning the journey
September 2005 –
Four parallel reviews -
Business needs
-
ICT governance -
ICT infrastructure foundations
-
Record Keeping
December 2005 –
Detailed planning report
May 2006 –
Budget funding (~A$650 million over 4 years, incl. related funding)
July 2006 –
IBM starts as strategic partner
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The Systems for People ProgramImproved transparency, quality and accuracy of decision-making by staff.
Single and complete view of the client and the client’s dealings, based on role, for all relevant staff.
Clients receive the same treatment and outcome for the same circumstances regardless of the location in which their information is processed and the
decision made.
Improved recording of client-related information.
Reduction in the number of incomplete visa applications
Improved efficiency of operations.
Increased on-line service quality, range and uptake by clients.
Faster and cheaper introduction of new policy.
Greater accessibility of operational reporting.
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The initial Systems for People concept
The “Engine Room”DATA
OTHER AGENCIES
ROLE-BASED PORTALS
ComplianceServices
DetentionServicesVisa
Services
Stakeholders& Partners
CaseManagement
SettlementServices
ClientSelf
Service
ContactCentre
CitizenshipServices
SupportServices
Executive(Reporting)
BorderSecurity
ContractedProviders
ENGINE ROOM
What’s in the engine room?• Underpinning Data• Core processing• Rules engine and Rules Repository• Common services
What’s in a portal?Single Client ViewWorkflow ManagementBusiness ProcessesRecord KeepingReportingQuality Assurance ProcessesPolicy & Legal referencesOnline TrainingHelpSecurity
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Business Process Modelling
“What if” analysis
100
20
7.8 5.4
0
10
20
30
40
50
60
70
80
90
100
Number of Pathways Average Working Duration (Hours)
Comparison: Current and Future
CurrentFuture
Dynamic analysis for:
• new policy development
• process optimisation
• impact assessments
• application architecture
Identify opportunities for improvement
0
10
20
30
40
50
60
70
Del
ays
(Hou
rs)
Proces
s Sch
One
Refuse R
em Cond
Check F
ormProc
ess S
ch Two
Decide App
Task Names
Average Delay Duration (Hours)
Client life cycle
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Using business process modelling to drive change
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Systems for People - where are we now?
•
SfP Release 9 delivered 27 June 2009
Gershon ReviewGlobal Financial CrisisLabour Market ChangesNew Legislation
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What has SfP achieved so far?• New Role Based Portals
• Compliance, Case Management and Detention• Health Assessment• Self service • Client Search• Border Security• Generic Visa Processing
• Increased online services for clients• Improved enterprise services
• Single Client View• Security checking• Correspondence• Biometrics
• Improved underpinning infrastructure• Nationally and globally consistent processes
•
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Improved online services
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• Consolidates approximately 120 million records across several systems.
• Projected growth of 5 million records per annum
• Around 10,000 searches each day
• Underpins role-based portals
• One of the largest data hubs in the southern hemisphere
A single view of the client - Client Search Portal
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Generic Visa Portal
A generic design which supports visa processing, by any government, anywhere in the world.
Pre-Lodgement Lodgement Assess Decide Post Decision
Risk tiering Risk tiering
BusinessRules Engine
(eg: policy, regulations , risk rules)
Services(eg: Compliance, Client search , Voice)
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Business Impact of Releases
ECPBorder Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisa PortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
QLD
NTRO
SAHOBART
NatO
NSW
ACTRO
VIC
WA
Border Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisaPortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
ECPBorder Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisaPortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
ECPBorder Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisaPortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
ECPBorder Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisa PortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
ECP (tbc)Border Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisaPortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
ECPRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisaPortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
ECPBorder Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisaPortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
ECPBorder Security PortalRevenue ReceiptingBiometricsPhase CCCMDSTemp Skilled ReformClient Search PortalGenericVisaPortalHealth InitiativesSame Sex LegislationCitizenship Test ReviewOutcomes
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A rigorous change management approach
•
Strong focus on end-user engagement
•
User Centre Design facility
•
Extensive network of ‘change agents’
•
Implementation of benefits realisation
• Dedicated change management team for the SfP program
• Strong senior executive support for change management
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Benefits
Benefits to the Client•
Easy to use
•
24/7 Accessibility
•
Simplifies complex visa structure
•
Tailored information to client needs
•
Increases in online lodgement
•
Local information (currency, lodgement address…)
Benefits to the client and government Benefits to Government:•
Reduced call centre load
•
Greater efficiencies through increased online lodgement
•
Efficiencies by leveraging existing automated rules engine
•
Greater consistency in decision making
•
Well supported staff.
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Has SfP been a success?What has worked well•
Compliance, Case Management and Detention improvements.
(Palmer Report focus)
•
Great results in other areas
–
Border Security, Visa & Citizenship Wizards
•
Foundation infrastructure and services
•
Program on time, on budget
•
Business process model driven change
What needs further development•
Early visa work disappointing
•
Effective implementation of benefits realisation
•
Timely decommissioning of legacy systems.
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Self Assessment of progress to dateImproved transparency, quality and accuracy of decision-making by staff.
Single and complete view of the client and the client’s dealings, based on role, for all relevant staff.
Clients receive the same treatment and outcome for the same circumstances regardless of the location in which their information is processed and the
decision made.
Improved recording of client-related information.
Reduction in the number of incomplete visa applications
Improved efficiency of operations.
Increased on-line service quality, range and uptake by clients.
Faster and cheaper introduction of new policy.
Greater accessibility of operational reporting.
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Major lessons learned from SfP
•
Hold your nerve
• Business transformation ≠ applications development
• Effective stakeholder engagement established
•
Sound program, project and change management
•
Importance of rapid access to “best in the world” support
• Robust program assurance
•
Clearly defined End State Architecture
• Clearly defined business process models at outset
•
Agile development methodologies
•
Strong leadership
•
User Centred Design
•
Business benefits of automated rules
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Discussion
Questions?