In a frank and open presentation last week, Centrelink CIO John Wadeson outlined the agency’s clear success in delivering its $312 million IT Refresh Program after achieving its promised savings and improved service delivery targets.
Centrelink’s five year Program was announced by the Government as a budget initiative in May 2003. Now in its final year, Centrelink has already delivered the promised savings, including $184 million in administrative funds and $122 million in departmental funds. More importantly, Centrelink has been able to demonstrate, to the satisfaction of its interdepartmental steering committee, that it has significantly improved the quality of its service delivery as well as its responsiveness to new requirements. As an example, Wadeson outlined details of the strong take-up of online service delivery.
Centrelink has one of Australia’s largest IT ICT facilities. It holds 104 terabytes of information and processes 25 terabytes of data per week. 5.2 billion transactions are processed annually. Of its 6.5 million customers, 1.9million are registered for self service either online or by phone.
Wadeson attributes Centrelink’s success to:
- Having clear outcomes agreed at the beginning of the project, with a formal review process to allow for changing times
- Positive engagement with stakeholders at the commencement of the project, and taking care to maintain those relationships throughout the project
- Taking a pragmatic approach to problem solving – sometimes difficult problems do not need a difficult solution.