Veronique IngramChief Executive & Inspector-General in Bankruptcy
Insolvency & Trustee Service Australia
Business Transformation
- our Journey
Our Vision
ITSA is a dynamic organisation that facilitates improved and equitable financial outcomes for consumers, business, and the community, through excellence in service delivery
What we do
• Trustee Services• Bankruptcies• Debt Agreements/Personal Insolvency
Agreements• Regulation & Enforcement• Proceeds of Crime• Personal Property Securities Register
Bankruptcy / Debt Agreements & Personal Insolvency Agreements
• Information to debtors on options to deal with unmanageable debt
• Assess and register bankruptcy, debt agreement and personal insolvency agreement applications and registered court-ordered insolvency administrations
Bankruptcy / Debt Agreements & Personal Insolvency Agreements (cont.)
• Bankruptcy notices on application of creditors• Statutory powers as Official Receiver - obtain
information and/or recover monies on application of trustees administering insolvent estates
• National Personal Insolvency Index• Official Trustee administers about 85% of all
bankruptcies, (balance done by registered trustees)
Regulation & Enforcement
• Registers trustees and debt agreement administrators
• Proactively inspects systems and files of registered trustees and debt agreement administrators - ongoing monitoring of practitioners
• Investigates complaints • Discharges regulatory and review responsibilities
of Inspector-General in Bankruptcy • Investigates and refers for prosecution possible
offences committed by bankrupts
Proceeds of Crime• Control and realise property obtained under
court order, Proceeds of Crime Act 2002 Child Support Act and Customs Act 1901
• Partnership with the Australian Federal Police, Australian Taxation Office and others
Personal Property Securities Register
• The Personal Property Securities Act 2009 • Significant micro-economic reform • New national online register• Commenced January 2012 • Replaced more than 70 different
Commonwealth, state and territory acts and registers used to regulate personal property used as security
Our previous structureChief Executive and Inspector-General
Veronique Ingram
NSW/ACT Branch
VIC/TAS Branch QLD Branch WA Branch
Secretariat Branch
Bankruptcy Regulation
Branch SA/NT Branch
Bankruptcy Fraud
Investigation Debt Agreement
Service
Information Service
Estate Administration
Proceeds of Crime
Bankruptcy Registry and Compliance
Our Current StructureChief Executive & Inspector-General in Bankruptcy
Chief Operating
Officer
National Manager Business Services
NationalManager
Regulation & Enforcement
General Manager
Operations
Drivers for change
• Increasing workload• Constrained resources• Risks inherent in manual processes and individual
case managers• Business continuity • Government security and anti-fraud requirements• Advances in technology• Whole of government approach and public
preference for interacting on line
Personal insolvency in Australia
1986-87
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1998-99
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2010-110
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25000
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0
5,000,000
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Inso
lven
cies
Popu
latio
n
Business TransformationThe move to on-line services will enable ITSA to:
• move to client-centric delivery of services to improve community confidence
• make our services more accessible, transparent and responsive
• provide more consistent outcomes for clients• provide better tools for our staff• enable more effective workflow management• allow creation of centres of excellence• facilitate more value adding / less manual
processing
Where we are now…
• Multiple systems with data bridges
• Multiple client interactions
• Business processes and case progress not readily transparent
• Service only accessible with staff assistance
• High cost to ITSA and the client
• Not aligned with Government direction
What we need to do to get there…
• Map our services• Workforce planning strategy• Detailed standard operating
procedures• Engage our staff (what’s in it for me?)• Engage our clients and stakeholders• Train our staff so they can train others
Re-Solve System
Internal Work Queue Management
Review work queue to select priority work items
Select a work item from the queue
Launch the task and process
Trustee Estates
The details of new estates are auto populated from the forms submitted by
debtors, creditors and the court, and validated by the system.
Automated weighting and categorisation to allocate estates
Data is extracted from the Statement of Affairs and Statement of Income
Re-Solve will automatically populate the contributions worksheets
Officers organising the sale of assets will use the asset management screen to record details of
asset valuations and disposals
Re-Solve net sale amounts will be automatically recorded in the estate’s trust account and used
to pay dividends.
Single view of assets, with assets under investigation clearly identified. Re-Solve
records time spent on investigations
Managing the Change
Client & Staff Opinion Surveye-News OnlineCommunication campaign
Increased desire to work with ITSAPosition benefits for our customersDesign consultation with major clients
Our employees and external stakeholders are prepared for online services as we have built awareness of the need for change and consulted through the design process.
Managing the change through awareness building and client engagement
Current use of ITSA’s Online Services
ITSA’s Client-Centric Surveys
Do you anticipate taking up ITSA’s new Online service offer-
ing?
YesNo/other
Are you aware of ITSA enhancing on-line service offerings?
YesNo/other
Is your organisation ready to start using ITSA’s Online Services now?
YesNo/other
Align with governme
nt policy
Better Tools for
Staff
Business Agility
Reduced cost of doing
business
Convenience of Self Service
Easy Access to
Quality Data
Consistency
Enterprise perspectiv
e
Implementing Resolve will bring
…
Where to from here
ITSA value proposition roadmap
New products
• New website and intranet• New ITSA client service charter• Profiles of Debtors 2011• Products available in other
languages
Questions?
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