The Department of Immigration and Citizenship (DIAC) manages immigration and citizenship processes for Australia. In 2005, DIAC began a business transformation program called "Systems for People" to modernize its aging computer systems. The program consolidated 20+ existing systems into a single integrated system with role-based user portals, a central data repository, and standardized business processes. This provided staff with a complete view of client information and history, reduced incomplete applications, improved online services, and enabled faster policy changes. A strategic partnership with IBM was formed in 2006 to implement the new systems.

1. Systems for People
Department of Immigration and Citizenship
A Case Study in Business Transformation
IBM Insight Forum 09
18 August 2009
Nico Padovan
A/g First Assistant Secretary
Business Transformation Services
Department of Immigration and Citizenship

2. Department of Immigration and Citizenship
The Department of Immigration and Citizenship (DIAC) has a key nation
building role through the well managed entry and settlement of people.
• 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

3. The Story in 2005

4. 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

5. The Systems for People Program
Improved 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
Increased on-line service quality, range and uptake by clients.
Improved efficiency of operations.
Faster and cheaper introduction of new policy.
Greater accessibility of operational reporting.

6. The initial Systems for People concept
Detention Border
Compliance Contact
Visa Services Security
Services Centre Settlement
Case Services Services Citizenship
Contracted Management
Services
Providers Executive
Stakeholders (Reporting)
& Partners ROLE-BASED PORTALS
Client Support
Self Services
Service
DATA
The “EngineROOM
ENGINE Room”
What’s in a portal?
Single Client View
What’s in the engine room? Workflow Management
• Underpinning Data Business Processes
• Core processing Record Keeping
• Rules engine and Rules Repository Reporting
• Common services Quality Assurance Processes
Policy & Legal references
Online Training
OTHER AGENCIES Help
Security

7. Business Process Modelling
Client life cycle
“What if” analysis Identify opportunities for improvement
Comparison: Current and Future
Dynamic analysis for: Average Delay Duration (Hours)
100
100 • new policy development 70
60
90
Delays (Hours)
50
80
• process optimisation 40
70
30
• impact assessments
60
Current 20
50 Future 10
40
• application architecture
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Number of Pathways Average Working Duration (Hours) Task Names

8. Using business process modelling to drive change

9. Systems for People - where are we now?
Gershon Review
Global Financial Crisis
Labour Market Changes
New Legislation
• SfP Release 9 delivered 27 June 2009

10. 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

11. Improved online services

12. A single view of the client - Client Search Portal
• 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

13. Generic Visa Portal
Pre-Lodgement Lodgement Assess Decide Post Decision
Risk tiering Risk tiering
Business
Services
Rules Engine (eg: Compliance, Client search , Voice)
(eg: policy, regulations , risk rules)
A generic design which supports visa processing,
by any government, anywhere in the world.

14. Business Impact of Releases
QLD
ECP
Border Security Portal
Revenue Receipting
NSW
NTRO Biometrics Phase C
CCMDS ECP
Border Security Portal Temp Skilled Reform Border Security Portal
Revenue Receipting Client Search Portal Revenue Receipting
Biometrics Phase C Generic Visa Portal Biometrics Phase C
CCMDS Health Initiatives CCMDS
Temp Skilled Reform Same Sex Legislation Temp Skilled Reform
Client Search Portal Citizenship Test Review Client Search Portal ACTRO
Generic Visa Portal Outcomes Generic Visa Portal ECP
Health Initiatives Health Initiatives Revenue Receipting
Same Sex Legislation Same Sex Legislation
WA Citizenship Test Review Citizenship Test Review
Biometrics Phase C
Outcomes CCMDS
ECP Outcomes
Temp Skilled Reform
Border Security Portal Client Search Portal
Revenue Receipting Generic Visa Portal
Biometrics Phase C Health Initiatives
CCMDS Same Sex Legislation
Temp Skilled Reform Citizenship Test Review
Client Search Portal Outcomes
Generic Visa Portal
Health Initiatives
Same Sex Legislation
Citizenship Test Review
NatO
Outcomes ECP
SA Border Security Portal
Revenue Receipting
ECP HOBART Biometrics Phase C
Border Security Portal
ECP (tbc) CCMDS
Revenue Receipting
Biometrics Phase C Border Security Portal
VIC Temp Skilled Reform
Revenue Receipting Client Search Portal
CCMDS ECP
Biometrics Phase C Border Security Portal Generic Visa Portal
Temp Skilled Reform
CCMDS Revenue Receipting Health Initiatives
Client Search Portal
Temp Skilled Reform Biometrics Phase C Same Sex Legislation
Generic Visa Portal
Client Search Portal Citizenship Test Review
Health Initiatives CCMDS
Outcomes
Same Sex Legislation Generic Visa Portal Temp Skilled Reform
Citizenship Test Review Health Initiatives Client Search Portal
Outcomes Same Sex Legislation Generic Visa Portal
Citizenship Test Review Health Initiatives
Outcomes Same Sex Legislation
Citizenship Test Review
Outcomes

15. A rigorous change management approach
• Dedicated change management team for the SfP program
• Strong senior executive support for change management
• Strong focus on end-user engagement
• User Centre Design facility
• Extensive network of ‘change agents’
• Implementation of benefits realisation

16. Benefits
Benefits to the client and government
Benefits to the Client Benefits to Government:
• Easy to use • Reduced call centre load
• 24/7 Accessibility • Greater efficiencies
through increased online
• Simplifies complex lodgement
visa structure
• Efficiencies by leveraging
• Tailored information to existing automated rules
client needs engine
• Increases in online • Greater consistency in
lodgement decision making
• Well supported staff.
• Local information
(currency, lodgement
address…)

17. 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.

18. Self Assessment of progress to date
Improved 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
Increased on-line service quality, range and uptake by clients.
Improved efficiency of operations.
Faster and cheaper introduction of new policy.
Greater accessibility of operational reporting.

19. Major lessons learned from SfP
• Business transformation ≠ applications development • User Centred Design
• Hold your nerve • Importance of rapid access to
“best in the world” support
• Clearly defined End • Strong leadership
State Architecture
• Business benefits of • Sound program, project and
automated rules change management
• Robust program assurance • Agile development methodologies
• Clearly defined business process models at outset
• Effective stakeholder engagement established

21. Discussion
Questions?