1 “Once we can deal with customers electronically, - then what?” A presentation to the RMAA, 30...
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1 “Once we can deal with customers electronically, - then what?” A presentation to the RMAA, 30 May 2001 Mark Rogers, Director, Information Policy & Strategy Information Management and E-Solutions Business Unit
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Transcript of 1 “Once we can deal with customers electronically, - then what?” A presentation to the RMAA, 30...
1
“Once we can deal with customers electronically,
- then what?”
A presentation to the RMAA, 30 May 2001
Mark Rogers,
Director, Information Policy & Strategy
Information Management and E-Solutions Business Unit
2
IP Australia
“...provide a strong intellectual property system which promotes innovation, investment and trade.”
3
IP Australia (cont)
• A Division of ISR• Self-funding, $83M p.a. revenue• Approx 780 staff, largely Canberra based• 6 Business Units (since Nov 2000)
– Patents & Designs– Trade Marks– Customer Services– Corporate Strategy– Business Services– Information Management & E-Solutions
4
Business Challenges
• The global marketplace– demand for IP rights protection growing – On-line service delivery– International developments– Direct competition
• “steam driven” work processes• process-centric information”silos”
5
Key Corporate Strategies
People
• Implement coherent approach to services
• Develop strategic & creative education & awareness programs
• Develop effective relationships
Customers
Processes• Improve processes to deliver efficient & competitive services
IP Rights• Provide leadership in national & international IP Systems
• Implement policies to retain, recruit & reward skilled staff
• Encourage innovation,achievement, participation…
6
The Response
• IMESD Taskforce• Creation of CIO & supporting
structures• Creation of Customer Service
Manager
7
IM Framework
• Principles• Models• Strategies• Deliverables• Responsibilities
8
IM Principles
• Efficient, effective, ethical management of information
• Maximise usefulness• Retain while it has value or
relevance• Available to all staff, except where
nature dictates otherwise• Equity of access
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IM Model
10
IM Model
Information Repositories
Databases Spread
Sheets
Word Processing,
Images, etcPaper
Corporate Information Index (Metadata)
Integration (Technical and User Interfaces)
WorkflowSystems
Internet/Intranet
OfficeSuite &E-mail
PatAdminTracs
Adds, etc
SAP
Perspect
etc
Records
Management
Business Processes
External Users Internal Users
11
Link to Online Action PlanDeveloping an Information Management Solution
DevelopingOnlineBusiness Systems
Establishingan InformationManagementFramework
PreparationDefinition &
DetailedPlanning
DevelopNew
Systems
ImplementInfrastructure
& Tools
DevelopStandards& Rules
DevelopOnlineAction
Plan
Implement“Middleware”and “Tools”
Co-ordination and Communication
ImplementOnline
Systems
IM Stream
BS Stream
ExecutiveGuidance
andPlanning
(Setting theFramework)
12
Applicantsin Person
Agentsin Person
ViaMail
WWW
ViaInternet
ViaDial-up
Lodgment & Payment GatekeeperLodgment & Payment GatekeeperLodgment & Payment Gatekeeper
IP Rights Information RepositoryIP Rights Information Repository
Fin
ancia
lFin
ancia
lM
an
agem
ent
Man
agem
ent
System
System
Clien
t Da
taba
seC
lient D
ata
ba
se
EIS / Business IntelligenceEIS / Business Intelligence
BankingSystem
Best PracticeReceipting and
TransactionProcessing
Model
B B u u s i s i n e s n e s s sS S y s y s t e t e m m s s
CallCentre
13
Coherent Information Strategy
14
Challenges in ESD
• Balancing business benefits with:– Preparedness of customers– Alignment of national &
international standards & legal requirements
– Security considerations– Organisational change
15
Information Discovery Model
Patents Trade Marks LibraryAdministrative
SystemsRecords
Corporate Index (metadata)
Discovery Interfaces
DesignsGeneral
Resources
Business Systems
ExternalResources
16
Implementing Corporate Information Discovery
• Corporate Index• Corporate search tools• Multiple controlled vocabularies?• Alternatives to searching
17
Records & Information Management
Policy Model
Customers
Processes
IP Rights Our PeopleCorporate Plan
People (Intelligent Systems)
Process(Information Technology)
The Rules(Legislation,
Security)
The Context(Records,
Information)
18
Context
•Definition & Framework
•Information Architecture
•Information Inventory & Value
Records & Information Management Policy Guide
Process
•Create & Capture
•Usage & Management
•Storage & Disposal
People
•Roles & Responsibilities
•Acceptable Use
•Learning & Sharing
Rules
•Legislation & Standards
•Compliance & Risk Management
•Security & Privacy
19
R&IM Policy
Summary
IP Australia Corporate Plan 01-04
CEI on R&IM
“How to” guide for
staff
• Double-sided A4• Procedure guide• Checklist
Delivery Enablers (Service Delivery)
• R&IM policy structured to help internal stakeholders serve external stakeholders
• Diagram(s) plus narrative• Guiding principles
• Data dictionaries• Thesaurus
• Identifiers & metadata• Best practice models
• Subject Matter Experts• Gatekeeper role/Quality Assurance
Creation & capture
Usage & Management
Storage & Disposal
Security & Privacy
Legislation & Standards
Compliance & Risk
Management
Information Inventory &
Value
Definitions & Framework
Information Architecture
Roles & Respons-
ibilities
Acceptable Use of
Information
Learning & Sharing
Process
Context
Rules
People
R&IM Operating Policies
20
ProjectMgmt
Data
Data collected by EIS
ExternalInformation
EDMS
Information isCombined and
Presented
Written (text based)reports are extracted
Written reportsintegrated withstatistical reports
Detailedinformation from“Drill Downs”
BIS Data
BISProcesses
ProjectData
Project ManagementProcesses
EISProcesses
Text Reports
Text Reports
Includes Text Reports
(e.g. Status Reports)
Patents DesignsTradeMarks
Personnel(Perspect )
SAP FANGCustomerDatabase
21
The Next Big Challenge
• Building on IM to facilitate KM • Becoming a “learning
organisation”
