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“Once we can deal with customers electronically, - then what?”

“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. IP Australia.

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“Once we can deal with customers electronically, - then what?”

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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

  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 • Provide leadership in national & international IP Systems IP Rights • Implement policies to retain, recruit & reward skilled staff • Encourage innovation,achievement, participation… • Implement coherent approach to services • Develop strategic & creative education & awareness programs • Develop effective relationships Customers • Improve processes to deliver efficient & competitive services Processes People

  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

  9. IM Model

  10. External Users Internal Users Business Processes Internet/ Intranet Workflow Systems Office Suite & E-mail SAP Records PatAdmin Tracs Adds, etc Perspect Management etc Integration (Technical and User Interfaces) Corporate Information Index (Metadata) Information Repositories Databases E-Mail Spread Sheets Word Processing, Paper Images, etc IM Model

  11. Link to Online Action Plan

  12. Coherent Information Strategy

  13. Challenges in ESD • Balancing business benefits with: • Preparedness of customers • Alignment of national & international standards & legal requirements • Security considerations • Organisational change

  14. Discovery Interfaces Corporate Index (metadata) External Resources Business Systems Patents Trade Marks Designs Library Administrative Systems Records General Resources Information Discovery Model

  15. Implementing Corporate Information Discovery • Corporate Index • Corporate search tools • Multiple controlled vocabularies? • Alternatives to searching

  16. Records & Information Management Policy Model The Context(Records, Information) People (Intelligent Systems) Customers IP Rights Our People Corporate Plan Process(Information Technology) Processes The Rules(Legislation, Security)

  17. Records & Information Management Policy Guide • Context • Definition & Framework • Information Architecture • Information Inventory & Value • People • Roles & Responsibilities • Acceptable Use • Learning & Sharing • Process • Create & Capture • Usage & Management • Storage & Disposal • Rules • Legislation & Standards • Compliance & Risk Management • Security & Privacy

  18. IP Australia Corporate Plan 01-04 R&IM Policy Summary CEI on R&IM • R&IM policy structured to help internal stakeholders serve external stakeholders • Diagram(s) plus narrative • Guiding principles “How to” guide for staff • Double-sided A4 • Procedure guide • Checklist R&IM Operating Policies Context People Definitions & Framework Information Architecture Information Inventory & Value Roles & Respons-ibilities Acceptable Use of Information Learning & Sharing Process Rules Creation & capture Usage & Management Storage & Disposal Legislation & Standards Compliance & Risk Management Security & Privacy Delivery Enablers (Service Delivery) • Data dictionaries • Thesaurus • Identifiers & metadata • Best practice models • Subject Matter Experts • Gatekeeper role/Quality Assurance

  19. Project External Customer Trade Personnel Mgmt Patents Designs SAP FANG Information Database Marks ( Perspect ) Data Project Data collected by EIS BIS Data Data Text Reports EDMS Text Reports Project EIS BIS Management Processes Processes Processes Written (text based) reports are extracted Information is Includes Text Reports (e.g. Status Reports) Combined and Presented Detailed Written reports information from integrated with “Drill Downs” statistical reports

  20. The Next Big Challenge • Building on IM to facilitate KM • Becoming a “learning organisation”

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