Centrelink Australia - IBM WebSphere Portal Case Study
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Transcript of Centrelink Australia - IBM WebSphere Portal Case Study
© 2008 IBM
Session ID:S09Session ID:S09Title: Centrelink's Digitisation Agenda: Title: Centrelink's Digitisation Agenda:
Breaking down the Geographical BarriersBreaking down the Geographical Barriers
Speaker(s): Phillip BowerSpeaker(s): Phillip Bower Senior Portal and Digitisation Architect Senior Portal and Digitisation Architect
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About Me
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
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Centrelink's Purpose
‘Serving Australia by assisting people to become self sufficient and supporting those in need.’
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Centrelink Business at a glance
1998 2008
Australian Population 18 Million 22 Million
Number of Customers 6.2 Million 6.5 Million
Payments on behalf of Policy Departments $43 BILLION $66.3 BILLION
Service Delivery Sites 417 Over 1000
Annual Phone Calls Approx. 19 Million Approx. 31 Million
Self Service Transactions Supported None Over 14 Million
Interaction with other agencies Limited interaction 30+ other agencies Interaction with Policy Departments Interaction with 10
purchaser agencies25 different policy departments
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22 Million1 people7,691,951 km²
1. Obtained from www.abs.gov.au
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Approx 16 Million2 people
2,761,064 km²
2. Obtained from www.abs.gov.au
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Approx82 million3 people
3. Obtained from http://en.wikipedia.org/wiki/Germany
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Centrelink IT Environment
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
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How customers interact with us
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Current Architecture
– 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
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Centrelink's 5 Portals
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Current Architecture
– 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
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Base Portal Pattern
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
Base Portal Pattern
Pattern 6G
Pattern 7C
Pattern 8A
Pattern 1F
Pattern 5B
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Current Architecture
– 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
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Tier Spanning Architecture
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Current Architecture
– 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
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Future Architecture - Digitisation
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Digitisation Vision
‘Respond to a customer centric model of Human Service Delivery with speed and accuracy of decision-making not limited to geography’
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How customers will interact with us
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Do More with Less
–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
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Digitisation Strategy
– 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
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What is our Future Architecture - Digitisation
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)
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What is our Future Architecture - Collaboration
Deployment of Lotus Connections corporate directory (Profiles)
Interact with Profiles from Human Task Management
Implement Blackberry client for Connections
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What We Didn't Know
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
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Finding the answers
Identify use-cases
Prioritised based on level of uncertainty
Built an executable prototype that addressed all identified use-cases
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Identified the Digitisation Use-Cases
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Build an Executable Prototype
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Demonstration
The Scanning Process
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Demonstration
Human Task Processing
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Collaboration
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Collaboration – What we are doing
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
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Connections Demonstration
Profiles
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Connections and Blackberry
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Trialling the Blackberry Client
All Centrelink Executives all have Blackberry's
Prototyped and Demonstrated usage of Blackberry client to Connections
Looking to rollout Client with Connections rollout
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Top Business Questions
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?’
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Top Business Questions
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
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Top Business Questions
Q: ‘Is this IT driving business so it can play with Toys’
A: 'Yes and No''
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Top Business Questions
Q: ‘Is this a solution looking for a problem?’
A: 'Sometimes – quite often organisations don't realise
there is a problem''
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Lessons LearnedFollow 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
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What's Next
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
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Questions
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Additional Information and Resources
WebSphere Portal – IBM Site
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 DemoNethttp://docs.dfw.ibm.com/wp6/?DDSPageRequest=/
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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
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© IBM Corporation 2008 All Rights Reserved.
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