Jane Treadwell Chief Information Officer

Transcription

1 Jane Treadwell Chief Information Officer

2 About Centrelink Created in 1997 to remove the complexity for Australians accessing government services One-stop-shop for integrated access Delivers a wide range of services, to a wide range of people on behalf of a wide range of client departments Services delivered under purchaser/provider arrangements

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4 STRONGER COMMUNITIES The Role Community Centrelink Ministers/ Board Client Departments Organisations Staff Property Contracts Strategy Knowledge Organisation Technology Service Integration Families Children Employment Disability Retirement Youth & Students Rural Initiatives Advice $ Decision Contact Refer Support Service Plan Payments Concession Cards Information Referral Decisions Mgt Info Trend Data Life Event & Assess Networks Information and Technology services, structures, suppliers and systems

5 Centrelink Service Delivery Network

6 Centrelink Network and Contacts 1000 points of service delivery, including 27 Call Centres 22,000 staff 6.4 million customers 70 different products and services 232 million payments each year ($47B) 100 million letters are sent to customers each year 116,000 home visits to customers 6.5 million office appointments 20 million phone calls received 28.9 million web site hits >3 billion online transactions

7 Client Partnerships - Client agency satisfaction Business Partnership agreements Customer & Community Customer Satisfaction with services and service delivery channels Centrelink People An environment which develops our people s skills and commitment to service Cost Efficiency Operating Results, planning effectiveness, unit cost per service Innovation Business Improvements PERFORMANCE B U S I N E S S S T R A T E G Y Knowledge Systems A channel & behind all channels Tools ROI I&T I&T Knowledge Use of technology

8 Delivering today Centrelink s Information Infrastructure Integrated 3 tier platform linking mainframes to 400 LAN servers supporting 31,000 PCs 11 separate online environments linked by a National Index Supports 11,000 concurrent users Processes > 11 million transactions / > 400 transactions / second on 8,500 MIPS Integrated application architecture of 38,000 fp (cf 563,000) Stores 126 billion customer data items Handles 1200 software releases per year (31% IDS change) Huge Intranet 4 th largest IT shop in Australia

9 Key Drivers

10 Centrelink s Change Programme Transforming Tomorrow

11 Building the future Centrelink on Line This slide is the Call one Centre with pictures Automation of the web post office, etc Life Events Expert Systems Accessing Centrelink Centrepay Community Connections Government Info Centre Access Australia Portal

12 Business Process engage assess plan/refer fulfil&followup Channel On Site On Call On Line On Paper Youth Families Retired Job Seekers Rural Multi-Cult Disabled Indigenous Community Community Community Segment Segment Segment Low Medium High Level of Risk/Complexity

13 Strategic Sourcing Information and technology are core to Centrelink s business Alignment of I&T to business strategy fundamental to Centrelink s performance and success Value of I&T to Centrelink PRITCO study 3:1 benefits ratio Currently source 53% of I&T services and products externally Undertaking Strategic Sourcing Assessment // I&T Strategy

14 Business Strategy & Risk Plan I&T Strengths and Weaknesses Competitive Analysis Business Plan 2 and its I&T Strategy Sourcing Strategy Organisational Structure Key Processes I&T Strategy Core Skills Technology Principles I&T Budget

15 Clarifying Sourcing Options Transaction Buy-in Contract-out Purchasing Style In-house Relationship Preferred Supplier Preferred Contractor Resource Purchasing Focus Result Insourcing Outsourcing

16 Treating I&T as a dynamic portfolio Maintain management and control of core I&T activities Strategic planning New technology environmental scanning Business-specific applications Support critical systems Access vendor expertise and economies of scale for well-defined, isolated (cf integrated) mature IT activities Access vendor capabilities to enable speed and product differentiation

17 people processes portfolios platforms partners privacy