Centrelink Australia - IBM WebSphere Portal Case Study

WebSphere Portal Technical Conference Europe 2008 Session ID:S09 Title: Centrelink's Digitisation Agenda: Breaking down the Geographical Barriers Speaker(s): Phillip Bower Senior Portal and Digitisation Architect © 2008 IBM

About Me STORY TITLE Worked for Centrelink for almost ½ my life (16 years) Started in DSS as a trainee in 1992 Part of Centrelink from inception in 1997 10 years in IT in Centrelink 5 years architecting and managing five portal implementations within Centrelink 1 year as Centrelink's Digitisation Architect 2 WebSphere Portal Technical Conference Europe 2008 2

Centrelink's Purpose STORY TITLE ‘Serving Australia by assisting people to become self sufficient and supporting those in need.’ 3 WebSphere Portal Technical Conference Europe 2008 3

Centrelink Business at a glance STORY TITLE 1998 2008 18 Million 22 Million Australian Population 6.2 Million 6.5 Million Number of Customers $43 BILLION $66.3 BILLION Payments on behalf of Policy Departments 417 Over 1000 Service Delivery Sites Approx. 19 Million Approx. 31 Million Annual Phone Calls None Over 14 Million Self Service Transactions Supported Limited interaction 30+ other agencies Interaction with other agencies Interaction with Policy Departments Interaction with 10 25 different policy purchaser agencies departments 4 WebSphere Portal Technical Conference Europe 2008 4

STORY TITLE 22 Million1 people 7,691,951 km² 1. Obtained from www.abs.gov.au 5 WebSphere Portal Technical Conference Europe 2008 5

STORY TITLE Approx 16 Million2 people 2,761,064 km² 2. Obtained from www.abs.gov.au 6 WebSphere Portal Technical Conference Europe 2008 6

STORY TITLE Approx 82 million3 people 3. Obtained from http://en.wikipedia.org/wiki/Germany 7 WebSphere Portal Technical Conference Europe 2008 7

STORY TITLE 8 WebSphere Portal Technical Conference Europe 2008 8

Centrelink IT Environment STORY TITLE 27,000+ staff users  - Approx 2000 Developers - Approx 200 Portlet Developers Mainframe has 550 terabytes of disk capacity,  containing over 200 terabytes of data. Approximately 6 billion transactions annually  2.2M customers registered for self service online or the  phone Recieves approximately 48 million website page views  per year 9 WebSphere Portal Technical Conference Europe 2008 9

How customers interact with us STORY TITLE WebSphere Portal Technical Conference Europe 10 2008 10

STORY TITLE WebSphere Portal Technical Conference Europe 11 2008 11

Current Architecture STORY TITLE – 5 portals implemented – 1 portal application architecture pattern applied across 5 different variations – Portlet Applications spanning 3 tiers of the 5 tier architecture – Custom built frameworks  Security  Service Integration to existing data‫‏‬  Auditing & Logging  Performance Timings WebSphere Portal Technical Conference Europe 12 2008 12

Centrelink's 5 Portals STORY TITLE WebSphere Portal Technical Conference Europe 13 2008 13

Base Portal Pattern STORY TITLE Pattern 1F – Customers accessing customer data, Pattern 5B – Business user accessing relevant data, Pattern 6G – Staff user accessing customer data, Pattern 7C – Staff user accessing to corporate (i.e. non-customer) data, Pattern 8A – Customer and business users accessing to corporate data Pattern Pattern Pattern Pattern Pattern 1F 8A 5B 6G 7C Base Portal Pattern WebSphere Portal Technical Conference Europe 15 2008 15

Tier Spanning Architecture STORY TITLE WebSphere Portal Technical Conference Europe 17 2008 17

STORY TITLE Future Architecture - Digitisation WebSphere Portal Technical Conference Europe 19 2008 19

Digitisation Vision STORY TITLE ‘Respond to a customer centric model of Human Service Delivery with speed and accuracy of decision-making not limited to geography’ WebSphere Portal Technical Conference Europe 20 2008 20

How customers will interact with us STORY TITLE WebSphere Portal Technical Conference Europe 21 2008 21

Do More with Less STORY TITLE –Australian demographics and Centrelink's current funding model result in the expectation to provide more and better services to customers with less funding –To use existing resources in Centrelink, we need to radically change the way we develop and deliver services –Integrate and re-use existing infrastructure capability WebSphere Portal Technical Conference Europe 22 2008 22

Digitisation Strategy STORY TITLE – Distribute work across Australia to available resources – Provide better services to customers – easier access, faster turnaround and more reliable outcomes – Automate more processes – more accurate, reduce staff workloads – Quicker for Centrelink to develop and deliver services – better process modelling, leading to accurately developed applications – Reduce paper traffic and storage WebSphere Portal Technical Conference Europe 23 2008 23

What is our Future Architecture - Digitisation STORY TITLE Evolve Centrelink's architecture towards a proper Service Oriented Architecture characterised by Enterprise Business Services End-to-end architecture to support the digital creation/storage/retrieval of paper correspondence Electronic forms submission via Customer Portal Task Management via Staff Portal (incorporating collaborative tools)‫‏‬ WebSphere Portal Technical Conference Europe 24 2008 24

What is our Future Architecture - Collaboration STORY TITLE Deployment of Lotus Connections corporate directory (Profiles)‫‏‬ Interact with Profiles from Human Task Management Implement Blackberry client for Connections WebSphere Portal Technical Conference Europe 25 2008 25

What We Didn't Know STORY TITLE How to introduce Business Process into our landscape How to integrate our custom built frameworks How to create a National Processing Platform How to link all these into our Staff Portal WebSphere Portal Technical Conference Europe 27 2008 27

Finding the answers STORY TITLE Identify use-cases Prioritised based on level of uncertainty Built an executable prototype that addressed all identified use-cases WebSphere Portal Technical Conference Europe 28 2008 28

Identified the Digitisation Use-Cases STORY TITLE WebSphere Portal Technical Conference Europe 29 2008 29

Build an Executable Prototype STORY TITLE WebSphere Portal Technical Conference Europe 30 2008 30

STORY TITLE Demonstration The Scanning Process WebSphere Portal Technical Conference Europe 31 2008 31

STORY TITLE Demonstration Human Task Processing WebSphere Portal Technical Conference Europe 36 2008 36

STORY TITLE Collaboration WebSphere Portal Technical Conference Europe 50 2008 50

Collaboration – What we are doing STORY TITLE Initially delivering Profiles to enhance existing staff directory capability Retrieve data from multiple sources to build up a staff member profile Updated data to be pushed to relevant sources Other Connections capabilities being investigated Trialling Connections Client on Blackberry WebSphere Portal Technical Conference Europe 51 2008 51

STORY TITLE Connections Demonstration Profiles WebSphere Portal Technical Conference Europe 52 2008 52

STORY TITLE Connections and Blackberry WebSphere Portal Technical Conference Europe 59 2008 59

Trialling the Blackberry Client STORY TITLE All Centrelink Executives all have Blackberry's Prototyped and Demonstrated usage of Blackberry client to Connections Looking to rollout Client with Connections rollout WebSphere Portal Technical Conference Europe 60 2008 60

Top Business Questions STORY TITLE Q: ‘How will this technology benefit the business?’ Q: ‘Is this IT driving business so it can play with Toys’ Q: ‘Is this a solution looking for a problem?’ WebSphere Portal Technical Conference Europe 62 2008 62

Top Business Questions STORY TITLE Q: ‘How will this technology benefit the business?’ – Leverages existing modern day skills – Provides single presentation interface to multiple data sources – Ability to find the person with the appropriate skills – Extract expert knowledge WebSphere Portal Technical Conference Europe 63 2008 63

Top Business Questions STORY TITLE Q: ‘Is this IT driving business so it can play with Toys’ A: 'Yes and No'' WebSphere Portal Technical Conference Europe 64 2008 64

Top Business Questions STORY TITLE Q: ‘Is this a solution looking for a problem?’ A: 'Sometimes – quite often organisations don't realise there is a problem'' WebSphere Portal Technical Conference Europe 65 2008 65

Lessons Learned STORY TITLE Follow an architectural approach - start designing from a High Level Develop and Prioritise Architectural use-cases Prototype high risk use-cases Minimise customisation Standards, Standards, Standards Develop patterns Know the compatibility matrix  WebSphere Portal Technical Conference Europe 66 2008 66

What's Next STORY TITLE Better Business Process Routing  Push rather than pull (Call Centre Model)‫‏‬  Develop Business Process Pattern  Expose further Connections capability  Further integrate Connections capability into Portal and  Task Management WebSphere Portal Technical Conference Europe 67 2008 67

Questions STORY TITLE WebSphere Portal Technical Conference Europe 68 2008 68

Additional Information and Resources WebSphere Portal – IBM Site STORY TITLE http://www-3.ibm.com/software/genservers/portal/ WebSphere Portal Business Solutions Catalog: http://catalog.lotus.com/wps/portal/portal WebSphere Portal Developer’s Zone http://www-106.ibm.com/developerworks/websphere/zones/portal/ Product Documentation and WebSphere Portal Wiki http://www-3.ibm.com/software/genservers/portal/library/ http://www-10.lotus.com/ldd/portalwiki.nsf Education http://www-3.ibm.com/software/genservers/portal/education/ WebSphere Portal 6.0 DemoNet http://docs.dfw.ibm.com/wp6/?DDSPageRequest=/ WebSphere Portal Technical Conference Europe 69 2008 69

STORY TITLE WebSphere Portal Technical Conference Europe 2008 Session ID: S09 Session: Centrelink's Digitisation Agenda: Breaking Down the Geographical Barriers Presenter(s): Phill Bower Please take a few minutes to fill out the session survey. Thank you WebSphere Portal Technical Conference Europe 70 2008 70

© IBM Corporation 2008 All Rights Reserved. The information contained in this publication is provided for informational purposes only. While efforts were made to STORY TITLE verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. IBM, the IBM logo, WebSphere, Lotus, Lotus Notes, Domino, Quickplace, Sametime, Workplace and Quickr are trademarks of International Business Machines Corporation in the United States, other countries, or both. Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. All references to Renovations Inc. refer to a fictitious company and are used for illustration purposes only. WebSphere Portal Technical Conference Europe 71 2008 71

Centrelink Australia - IBM WebSphere Portal Case Study

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