A presentation prepared by Centralink for IBM WebSphere Technical Conference 2008, showing the awesome work done around IBM WebSphere Portal - serving some 6.5m customers a day.
2. About Me
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Worked for Centrelink for almost ½ my life (16 years)
Started in DSS as a trainee in 1992
Part of Centrelink from inception in 1997
10 years in IT in Centrelink
5 years architecting and managing five portal
implementations within Centrelink
1 year as Centrelink's Digitisation Architect
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3. Centrelink's Purpose
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‘Serving Australia by assisting
people to become self sufficient
and supporting those in need.’
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4. Centrelink Business at a glance
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1998 2008
18 Million 22 Million
Australian Population
6.2 Million 6.5 Million
Number of Customers
$43 BILLION $66.3 BILLION
Payments on behalf of Policy Departments
417 Over 1000
Service Delivery Sites
Approx. 19 Million Approx. 31 Million
Annual Phone Calls
None Over 14 Million
Self Service Transactions Supported
Limited interaction 30+ other agencies
Interaction with other agencies
Interaction with Policy Departments Interaction with 10 25 different policy
purchaser agencies departments
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5. STORY TITLE
22 Million1 people
7,691,951 km²
1. Obtained from www.abs.gov.au
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6. STORY TITLE
Approx
16 Million2 people
2,761,064 km²
2. Obtained from www.abs.gov.au
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Approx
82 million3 people
3. Obtained from http://en.wikipedia.org/wiki/Germany
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8. STORY TITLE
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9. Centrelink IT Environment
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27,000+ staff users
- Approx 2000 Developers
- Approx 200 Portlet Developers
Mainframe has 550 terabytes of disk capacity,
containing over 200 terabytes of data.
Approximately 6 billion transactions annually
2.2M customers registered for self service online or the
phone
Recieves approximately 48 million website page views
per year
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10. How customers interact with us
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12. Current Architecture
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– 5 portals implemented
– 1 portal application architecture pattern applied across
5 different variations
– Portlet Applications spanning 3 tiers of the 5 tier
architecture
– Custom built frameworks
Security
Service Integration to existing data
Auditing & Logging
Performance Timings
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13. Centrelink's 5 Portals
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14. Current Architecture
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– 5 portals implemented
– 1 portal application architecture pattern applied across
5 different variations
– Portlet Applications spanning 3 tiers of the 5 tier
architecture
– Custom built frameworks
Security
Service Integration to existing data
Auditing & Logging
Performance Timings
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15. Base Portal Pattern
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Pattern 1F – Customers accessing customer data,
Pattern 5B – Business user accessing relevant data,
Pattern 6G – Staff user accessing customer data,
Pattern 7C – Staff user accessing to corporate (i.e.
non-customer) data,
Pattern 8A – Customer and business users accessing
to corporate data
Pattern Pattern Pattern Pattern Pattern
1F 8A
5B 6G 7C
Base Portal Pattern
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16. Current Architecture
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– 5 portals implemented
– 1 portal application architecture pattern applied across
5 different variations
– Portlet Applications spanning 3 tiers of the 5 tier
architecture
– Custom built frameworks
Security
Service Integration to existing data
Auditing & Logging
Performance Timings
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18. Current Architecture
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– 5 portals implemented
– 1 portal application architecture pattern applied across
5 different variations
– Portlet Applications spanning 3 tiers of the 5 tier
architecture
– Custom built frameworks
Security
Service Integration to existing data
Auditing & Logging
Performance Timings
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19. STORY TITLE
Future Architecture - Digitisation
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20. Digitisation Vision
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‘Respond to a customer centric
model of Human Service Delivery
with speed and accuracy of
decision-making not limited to
geography’
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21. How customers will interact with us
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22. Do More with Less
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–Australian demographics and Centrelink's current
funding model result in the expectation to provide more
and better services to customers with less funding
–To use existing resources in Centrelink, we need to
radically change the way we develop and deliver services
–Integrate and re-use existing infrastructure capability
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23. Digitisation Strategy
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– Distribute work across Australia to available resources
– Provide better services to customers – easier access,
faster turnaround and more reliable outcomes
– Automate more processes – more accurate, reduce
staff workloads
– Quicker for Centrelink to develop and deliver services –
better process modelling, leading to accurately
developed applications
– Reduce paper traffic and storage
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24. What is our Future Architecture - Digitisation
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Evolve Centrelink's architecture towards a proper
Service Oriented Architecture characterised by
Enterprise Business Services
End-to-end architecture to support the digital
creation/storage/retrieval of paper correspondence
Electronic forms submission via Customer Portal
Task Management via Staff Portal (incorporating
collaborative tools)
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25. What is our Future Architecture - Collaboration
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Deployment of Lotus Connections corporate directory
(Profiles)
Interact with Profiles from Human Task Management
Implement Blackberry client for Connections
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27. What We Didn't Know
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How to introduce Business Process into our landscape
How to integrate our custom built frameworks
How to create a National Processing Platform
How to link all these into our Staff Portal
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28. Finding the answers
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Identify use-cases
Prioritised based on level of uncertainty
Built an executable prototype that addressed all
identified use-cases
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30. Build an Executable Prototype
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31. STORY TITLE
Demonstration
The Scanning Process
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36. STORY TITLE
Demonstration
Human Task Processing
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Collaboration
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51. Collaboration – What we are doing
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Initially delivering Profiles to enhance existing staff
directory capability
Retrieve data from multiple sources to build up a staff
member profile
Updated data to be pushed to relevant sources
Other Connections capabilities being investigated
Trialling Connections Client on Blackberry
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52. STORY TITLE
Connections Demonstration
Profiles
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59. STORY TITLE
Connections and
Blackberry
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60. Trialling the Blackberry Client
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All Centrelink Executives all have Blackberry's
Prototyped and Demonstrated usage of Blackberry client
to Connections
Looking to rollout Client with Connections rollout
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62. Top Business Questions
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Q: ‘How will this technology benefit the
business?’
Q: ‘Is this IT driving business so it can
play with Toys’
Q: ‘Is this a solution looking for a
problem?’
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63. Top Business Questions
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Q: ‘How will this technology benefit the
business?’
– Leverages existing modern day skills
– Provides single presentation interface to multiple data
sources
– Ability to find the person with the appropriate skills
– Extract expert knowledge
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64. Top Business Questions
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Q: ‘Is this IT driving business so it can
play with Toys’
A: 'Yes and No''
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65. Top Business Questions
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Q: ‘Is this a solution looking for a
problem?’
A: 'Sometimes – quite often
organisations don't realise
there is a problem''
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66. Lessons Learned
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Follow an architectural approach - start designing from
a High Level
Develop and Prioritise Architectural use-cases
Prototype high risk use-cases
Minimise customisation
Standards, Standards, Standards
Develop patterns
Know the compatibility matrix
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67. What's Next
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Better Business Process Routing
Push rather than pull (Call Centre Model)
Develop Business Process Pattern
Expose further Connections capability
Further integrate Connections capability into Portal and
Task Management
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68. Questions
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69. Additional Information and Resources
WebSphere Portal – IBM Site
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http://www-3.ibm.com/software/genservers/portal/
WebSphere Portal Business Solutions Catalog:
http://catalog.lotus.com/wps/portal/portal
WebSphere Portal Developer’s Zone
http://www-106.ibm.com/developerworks/websphere/zones/portal/
Product Documentation and WebSphere Portal Wiki
http://www-3.ibm.com/software/genservers/portal/library/
http://www-10.lotus.com/ldd/portalwiki.nsf
Education
http://www-3.ibm.com/software/genservers/portal/education/
WebSphere Portal 6.0 DemoNet
http://docs.dfw.ibm.com/wp6/?DDSPageRequest=/
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70. STORY TITLE
WebSphere Portal Technical Conference Europe 2008
Session ID: S09
Session: Centrelink's Digitisation Agenda:
Breaking Down the Geographical Barriers
Presenter(s): Phill Bower
Please take a few minutes to fill out the session survey.
Thank you
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