CHAPTER 10 | accountability and management

Information technology

During the year, the Ombudsman's office initiated significant changes to a number of key information technology functions:

• network information management architecture
• complaints management
• voice services
• facilities management.

These changes aim to improve the handling of strategic issues within the office, including better electronic management of information and a more robust technological environment.

The need to make significant changes to our technological environment has arisen as the demands to improve productivity and associated pressures on staff have grown. The Ombudsman's office recognised that the inherent restrictions of our current complaints management system and our current network architecture would have inhibited our ability to make these changes. Importantly, the manner in which we use and think about information has changed over time, which has fundamentally challenged our information networks and network infrastructure. This has resulted in the pressing need to improve data input efficiencies and to streamline and integrate work practices. Replacement of desktop workstations throughout the organisation in 2004–05 is also part of the process of enhancing capacity and processing capability within the new environment.

Network information management architecture

With the aim of improving electronic workflow throughout our organisation, we have been reviewing the interaction between shared directories (where information is stored on our computer system), the complaints management system, corporate email, and web services. We have taken a standards-based approach to improve interoperability between these environments. Current work practices for case management require electronic documents to be moved into the complaints management system or printed to a manual folder. This has limited our ability to find information efficiently, to authenticate documents and to avoid duplication. Based upon this need, the office decided to restructure the document and information management systems, including the interaction of electronic systems and manual processes.

Following market evaluation, product reviews and pilot testing undertaken during 2003–04, we developed a strategy covering three primary areas: email application server; network document management; and web content management. This strategy will be implemented in conjunction with the new complaints management system and seeks to address the functional requirements of effective electronic management of information and workflow between all environments within the office.

As part of reviewing organisational business needs, we are addressing the need for mobility via portable devices. As functionality expands and security is enhanced, these devices can be utilised. Initiatives are also underway to share secure email with other Australian Government offices.

A number of enhancements to the office's network environment were made during 2003–04 as a result of changes in technology and associated maintenance costs, and the rationalisation of ageing equipment. The network firewall was upgraded to create a secure area to house the upgraded external web server. These changes resulted in a more robust compliant firewall configuration and reduced maintenance costs.

A Sun V240 server has been installed and a pilot for a new email system was completed in June 2004. This machine will be the primary email serving system for the new environment. Operational production of this environment will be achieved by the end of 2004. Improvements have been made to desktop virus controls via the installation of automated network updates. A Microsoft Update server now enables operating system changes to be applied to all devices once they are available from Microsoft.

Complaints management

The electronic complaints management system is the office's core business application for complaint handling. There is a significant amount of workflow and reporting requirements associated with this system. Over time, we have developed a number of key operational criteria appropriate to our business needs. A review of the current system's functionality found a number of performance weaknesses, including:

• poor network performance and response time
• limited reporting functionality
• restrictions on configuration and control
• system inflexibility
• insufficient integration with other network applications.

In 2003–04, we sought quotations for a new electronic complaints management system to provide simplified data entry, more efficient workflow, and improved performance and reporting functionality. As part of this process, we conducted a market review of application options to address the current issues, and an application strategy was developed. A new complaints management system will be implemented in the first half of 2004–05. The 'Challenges in complaint handling' chapter provides further information on how the complaints management system is used and some of the challenges faced.

Voice services

Digital phone handsets were installed in Canberra in 2003–04, bringing our national office in line with our other offices. Upgrades to connectivity between Canberra, Sydney and Melbourne reduced the operating costs of voice services. Enhancements were also made to the national router network to enable quality of service levels to be achieved.

Further to upgrades undertaken in 2002–03 to provide PABX capability in several offices, improvements to hardware and software were implemented in 2003–04 to provide the office with full PABX reporting capability. This new system enables bill verification and voice traffic analysis of dedicated PABX facilities in Canberra, Sydney and Melbourne.

In a drive to rationalise hardware and improve electronic capture of information, further desktop enhancements are planned, including 'fax to the desktop'.

Facilities management

The management of information technology facilities (equipment and help desk) has been maintained as an 'outsourced' function. This outsourcing arrangement is market-tested every three years. As the current agreement will conclude in 2004, a review of the help desk support function will be conducted early in 2004–05.

There has been a significant increase in help desk support over the past few months. This has been attributed to additional hardware requirements due to increased staff numbers and demand for mobile devices such as laptops. Considerable work was required to develop the desktop software profiles to ensure that they are compliant between the old and new equipment.