Sunz 2010 Antony Wallace Information Self Service

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Sunz 2010 Antony Wallace Information Self Service

  1. 1. 16 February 2010 <ul><ul><li>Information self service: </li></ul></ul><ul><ul><li>A case study at Immigration NZ </li></ul></ul>
  2. 2. Immigration NZ environment <ul><li>Global reach </li></ul><ul><li>72 branches or agencies (17 in New Zealand) </li></ul><ul><li>44 countries </li></ul><ul><li>1,967 staff </li></ul><ul><li>600 front line Officers </li></ul><ul><li>500,000 Visa and Permit decisions per year </li></ul><ul><li>Number of products </li></ul><ul><li>130 Temporary entry categories </li></ul><ul><li>22 Residence categories </li></ul><ul><li>International obligations - Refugees, Pacific access, etc </li></ul>
  3. 3. Information history <ul><li>Infrastructure </li></ul><ul><li>Limited number of available tools </li></ul><ul><li>Limited information infrastructure </li></ul><ul><li>Organisational awareness </li></ul><ul><li>Growing recognition of the potential value that exists </li></ul><ul><li>in the data held </li></ul><ul><li>Information access </li></ul><ul><li>147 regular excel reports </li></ul><ul><li>Many Access databases and applications </li></ul><ul><li>Limited delivery mechanisms </li></ul>
  4. 4. The road to self service <ul><li>Approach </li></ul><ul><li>Support and infrastructure </li></ul><ul><li>Assess information landscape </li></ul><ul><li>Analyse current reporting </li></ul><ul><ul><li>2 phases: </li></ul></ul><ul><ul><ul><li>- Level 2 creation </li></ul></ul></ul><ul><ul><ul><li>- Detailed analysis of existing reports </li></ul></ul></ul>
  5. 5. Report investigations findings <ul><li>What we found </li></ul><ul><li>Most reports were for basic information </li></ul><ul><li>The same information was presented in different ways </li></ul><ul><li>Common variations </li></ul><ul><ul><li>- Day, week, month, quarter, year </li></ul></ul><ul><ul><li>- Organisation, Market, Operational Unit, Individuals </li></ul></ul><ul><ul><li>- Type, Category, Sub-category, Unit </li></ul></ul><ul><ul><li>- Stage of processing </li></ul></ul>
  6. 6. Why we chose self service <ul><li>Service a large number of users with similar information </li></ul><ul><li>demands quickly </li></ul><ul><li>Opportunity to get alignment of information </li></ul><ul><li>Test requirements for further reporting </li></ul><ul><li>Visibility </li></ul>
  7. 7. Experience so far <ul><li>Challenges </li></ul><ul><li>Some technical limitations </li></ul><ul><li>- Develop some custom filtering </li></ul><ul><li>User buy in </li></ul><ul><li>- Getting users to test and provide feedback </li></ul><ul><li>Getting users out of their old habits </li></ul><ul><li>- The portal as supplementary information </li></ul><ul><li>Getting started... </li></ul>
  8. 8. Experiences so far <ul><li>Successes </li></ul><ul><li>Uptake </li></ul><ul><li>- A core of early adopters and frequent users </li></ul><ul><li>Visibility </li></ul><ul><li>- Exposure through the managers ranks down to </li></ul><ul><li>line manager level </li></ul>
  9. 9. Experiences so far <ul><li>Improvements </li></ul><ul><li>Building trust </li></ul><ul><li>- Users don’t trust themselves </li></ul><ul><li>Training </li></ul><ul><li>- Easy to use but formal training still required </li></ul><ul><li>Marketing </li></ul><ul><li>- The need to get out into the business to generate </li></ul><ul><li>and maintain interest </li></ul>
  10. 10. And this is what it looks like
  11. 11. Basic reporting
  12. 12. Operational reporting
  13. 13. Filter
  14. 14. Result set
  15. 15. Result options
  16. 16. Direct drill through
  17. 17. Other presentation styles
  18. 18. The future <ul><li>Improvements and refinements </li></ul><ul><li>- Advanced filtering </li></ul><ul><li>Limits to what can easily be delivered </li></ul><ul><li>- New modes of delivery </li></ul><ul><li>Further work on managerial reporting </li></ul>

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