Systems for People is one of the largest government business transformation projects ever undertaken and is helping staff deliver better services to clients

Objective

Systems for People is a program of work that is providing staff with access to the information and tools they need to do their jobs. The program is transforming the way the department operates, including by:

• providing a single view of a client’s dealings with the department
• establishing consistency in work processes and decision making, together with establishing effective record keeping and quality assurance
• improving data quality, data completeness and accuracy
• significantly improving decision making by providing staff with clearer operating instructions and appropriate decision-support tools.

Description

Systems for People is a four year (2006–10) technology-enabled business transformation program being implemented by the department as a result of the Palmer and Comrie recommendations in 2005. Systems for People aims to improve and modernise the department’s information technology systems, develop nationally consistent business processes, provide a single view of clients across a range of business areas, introduce better quality control and provide for improved record keeping.

The early focus of the program was on improving the department’s compliance, case management, detention and border security systems.

The focus for the remainder of the program will increasingly shift towards business transformation in the department’s visa services, with the development of a Generic Visa Portal and associated business processes.

The total program budget over the four years, including related projects, is $659.1 million. The total spent on Systems for People and related projects from 1 July 2006 to 30 June 2009 was $528 million.

The Systems for People program is being delivered under both outcomes, specifically Output group 1.7 and Output group 2.5.

Performance

During 2008–09, the program’s major focus has been on delivering four significant system releases. Gains have been made in the areas of border security, compliance, case management and detention, biometrics, globally consistent business processes, client search and client service. These are reported on in more detail under Output group 1.7.

Under Output group 2.5, through the Systems for People program, the department has implemented system and business process changes in relation to obtaining citizenship in response to the recommendation made in a recent review of the citizenship test and its operation.

System changes were introduced to support a new citizenship test with questions written in basic English as well as greater flexibility in booking and reporting on appointments for clients. The new test and the associated citizenship course are scheduled for implementation in the second half of 2009.

In December 2008 the department also introduced the Citizenship Wizard to clients via the department’s new look website. The Citizenship Wizard is an interactive self-service tool which provides clients with citizenship application information based on their individual circumstances. This initiative was developed under the Systems for People program and exemplifies the principle of accessible and easy to use online tools and supports improved client service. Along with the department’s first online self-service tool to be delivered by the Systems for People program—the Visa Wizard—the Citizenship Wizard won the national eAward in the 2009 Excellence in eGovernment Awards presented by the Department of Finance and Deregulation.

Table 72 provides performance information on the Systems for People program for 2008–09.

Table 72: Systems for People—performance information

Key performance indicators	2008–09
Quality: Program plan delivered on time and within budget
Planned	Projects implemented on time and within budget
Result	As reported under Output group 1.7: Four major releases were deployed in accordance with the endorsed program work plan in 2008–09. Only one project relating to biometrics was not delivered in accordance to the schedule due to technical complexities that arose during development. The project was rescheduled for a later release. Overall the projects delivered underspent in 2008–09.
Quality: Planned benefits realised by the program
Planned	At least 90 per cent of planned benefits are achieved
Result	As reported under Output group 1.7: Nine of the ten measurable performance metrics were met or exceeded the performance target in 2008–09. The target for number of facial images stored in the system repository was exceeded by more than 17 per cent. Decision making for staff undertaking compliance based activities has significantly improved with system support for key decisions being exceeded by more than eight per cent. Improved consistency of work processes and decision making has occurred through the centralised management of movement alerts and security referrals and through the introduction of electronic forms and system supported clearance processes for compliance staff. The initiatives have also improved data quality, completeness and accuracy. The Systems for People program of work has provided staff with key support tools. Staff can now access client information from a single system.