Centrelink Australia - IBM WebSphere Portal Case Study

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

WebSphere Portal Technical Conference Europe 2008

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2WebSphere Portal Technical Conference Europe 20082

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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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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Tier Spanning Architecture

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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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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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Q: ‘Is this IT driving business so it can play with Toys’

A: 'Yes and No''

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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

WebSphere Portal Technical Conference Europe 2008

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Centrelink Australia - IBM WebSphere Portal Case Study

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