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Client

A governmental department responsible for Victoria’s planning, local government, environment, energy, suburban development, forests, emergency management, climate change, and water functions. This department aims to maintain Victoria’s liveability, responding to a population that is expected to nearly double by 2050, while managing climate change and protecting natural, infrastructural, and heritage assets.

Challenge

The challenge was to engage the department to identify, analyse, and prioritise business processes suitable for digitisation, enhancing efficiency in response to growing demands and evolving service expectations.

Service

FA consultancy was engaged to conduct a thorough analysis of over 200 business processes to evaluate their digital transformation potential. This included assessing financial and non-financial benefits, as well as the risk profiles associated with digitising each process. The consultancy also performed a market scan for suitable process workflow products, ultimately recommending a platform to support workflow automation and online approvals.

Detailed Implementation

The implementation focused on:

    • Identifying high-priority and high-volume transactional processes needing automation.

    • Addressing gaps in the information architecture that supports a high-performance organisation.

    • Consolidating multiple manual forms performing similar tasks.

    • Navigating integration challenges related to security risks, unsettled technology and systems strategies, and suboptimal business processes and workflows.

The recommended digital platform, K2, was chosen based on its alignment with the department’s detailed requirements and its demonstrated capabilities during vendor presentations.

Outcome

The key findings are summarised below:

  1. There are high priority business processes, e.g. On-boarding/Off-boarding, which need to be addressed.

  2. There are high-volume transactional business processes that need to be automated

  3. The information architecture required to support a future high-performance organisation is not being addressed.

  4. There are multiple manual forms that perform essentially the same task and are candidates for consolidation.

  5. There are integration considerations/challenges related to:
    a. security risks around external exposure/mobility of data
    b. technology and systems strategy/enterprise architecture not yet being settled
    c. business processes and workflows are not yet being optimised and the approach to integrating processes, forms and new technology is not yet clear
    d. people, organisation re-structuring and knowledge transfer from project resources to business-as-usual resources

  6. Based on a full three-dimensional analysis and candidate vendor demonstrations of each workflow product’s capabilities against the Department’s detailed requirements, FinXL recommended implementing the K2 product.

Process Findings

Corporate business processes, due to their organisation-wide application, represent high benefit opportunities. The most pressing of these emerging from the stakeholder engagement has been the corporate on-boarding process.

Digital maturity varies across divisions within DELWP. In several instances, it was found that a technology roadmap was already in place to address process digitisation and this reduced their requirement for a workflow tool. In other instances, there was a desire for change and requirement for a digital solution.

This implies that there is a strong appetite within DELWP for the digitisation of services, and the process improvement and information management reforms associated with such a digitisation initiative.

Based on our analysis, FinXL recommended that DELWP adopt the following priority order for the digitisation of forms and the automation of processes: 

  1. Corporate Services

  2. Public Website Forms

  3. Notice for Editing Service

  4. Fire Work Orders

  5. Permit Consolidation

  6. On-boarding

  7. Lotus Applications

  8. Mobile Connectivity

Business Benefits

The transformation strategy brought several business benefits:

  • Streamlined corporate services through digitised onboarding and other corporate processes.

  • Improved public interaction via digitised website forms and service notices.

  • Enhanced operational efficiency in fire work orders and permit processes.

  • Increased mobile connectivity and application integration, fostering better service delivery and staff mobility.

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