CHAPTER 9accountability and management

Information technology

Significant planning of information technology infrastructure and business systems was conducted during 2004–05, resulting in changes initiated in a number of key information technology functions:

• complaints management system
• network information management architecture
• facilities management and desktop replacement.

These changes are the foundation for achieving greater consistency and integrated electronic management of information and workflow.

As reported in our 2003–04 annual report, 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 inherent restrictions of our complaints management system and our current network architecture would inhibit our ability to make these changes.

During the year, part of the process of enhancing capacity and processing capability within the new environment included upgrading the office's ageing desktop workstations (including printers), implementing a new corporate email environment, instituting a web content management system, and reviewing complaints management work practices and functional specifications. With the upgrade of desktop equipment and the corporate email system, relevant training was conducted for staff.

Complaints management system

The electronic complaints management system is the office's core business application for complaint handling. A review of the current system's functionality found a number of performance weaknesses, including poor network performance (particularly in our State offices), limited reporting flexibility, operational issues and the need for enhancements in workflow.

The complaints management system review highlighted a need to move to a distributed database system across the Ombudsman's eight offices, with replication back to the national office in Canberra. Upgrades to all server operating systems were completed during the year to facilitate this process.

A tender process resulted in a suitable supplier being selected to implement a new system. Significant progress was made during the year in adapting the system to meet the office's functional requirements. Acceptance testing of the new system is expected to occur during September, with implementation to be completed by the end of 2005. Other factors in this process are data migration from the old system, staff training and change management.

These changes aim to improve the handling of complaint information within the office and to integrate better with other office applications, such as email and web services. The 'Challenges in complaint handling' chapter provides further information on how the complaints management system is used and on some of the challenges faced.

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Network information management architecture

Our aim is for all information relating to a complaint to reside in the new complaints management system. The system will support registration of material to enable tracking of manual files from within the system, as well as the ability to move email content or associated documents into the system. While the system is a combination of records and workflow, the office's non-complaints management information is a 'record' or document management process. Typical content in this area is corporate email, network file shares (storage) and web content.

During the year, we upgraded the office's email system. In 2005–06, we plan to add additional features and move to a more structured email environment and network-shared storage, including electronic records management functionality and archiving.

The office's internet and intranet websites are being redeveloped to improve the effectiveness of the sites and the content management processes. As part of this project, a workplace web content management system was instituted during the year. Implementation of the redeveloped sites will be completed in the first half of 2005–06.

Other planning in this area includes greater mobility for use of email and flexibility in remote access (with appropriate security). We are also looking at ways to improve the office's contact mechanisms and integration between voice records and data records.

Facilities management

The management of information technology facilities (equipment and help desk) was resourced in-house for most of the year. To manage an increased level of demand for help desk user support, we implemented a new database system to track requests and outsourced the support function towards the end of the year. We will review the help desk function in 2005–06.

With suppliers moving to online facilities, we have progressed to online bill reporting and bill verification for our Telstra 1300 number system, frame relay services and voice services.