1 “Once we can deal with customers electronically, - then what?” A presentation to the RMAA, 30 May 2001 Mark Rogers, Director, Information Policy & Strategy.

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“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

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IP Australia

“...provide a strong intellectual property system which promotes innovation, investment and trade.”

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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

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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”

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Key Corporate Strategies

People

• Implement coherent approach to services

• Develop strategic & creative education & awareness programs

• Develop effective relationships

Customers

Processes• Improve processes to deliver efficient & competitive services

IP Rights• Provide leadership in national & international IP Systems

• Implement policies to retain, recruit & reward skilled staff

• Encourage innovation,achievement, participation…

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The Response

• IMESD Taskforce• Creation of CIO & supporting

structures• Creation of Customer Service

Manager

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IM Framework

• Principles• Models• Strategies• Deliverables• Responsibilities

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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

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IM Model

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IM Model

Information Repositories

Databases Spread

Sheets

E-Mail

Word Processing,

Images, etcPaper

Corporate Information Index (Metadata)

Integration (Technical and User Interfaces)

WorkflowSystems

Internet/Intranet

OfficeSuite &E-mail

PatAdminTracs

Adds, etc

SAP

Perspect

etc

Records

Management

Business Processes

External Users Internal Users

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Link to Online Action PlanDeveloping an Information Management Solution

DevelopingOnlineBusiness Systems

Establishingan InformationManagementFramework

PreparationDefinition &

DetailedPlanning

DevelopNew

Systems

ImplementInfrastructure

& Tools

DevelopStandards& Rules

DevelopOnlineAction

Plan

Implement“Middleware”and “Tools”

Co-ordination and Communication

ImplementOnline

Systems

IM Stream

BS Stream

ExecutiveGuidance

andPlanning

(Setting theFramework)

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Applicantsin Person

Agentsin Person

ViaMail

WWW

ViaInternet

ViaDial-up

Lodgment & Payment GatekeeperLodgment & Payment GatekeeperLodgment & Payment Gatekeeper

IP Rights Information RepositoryIP Rights Information Repository

Fin

ancia

lFin

ancia

lM

an

agem

ent

Man

agem

ent

System

System

Clien

t Da

taba

seC

lient D

ata

ba

se

EIS / Business IntelligenceEIS / Business Intelligence

BankingSystem

Best PracticeReceipting and

TransactionProcessing

Model

B B u u s i s i n e s n e s s sS S y s y s t e t e m m s s

CallCentre

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Coherent Information Strategy

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Challenges in ESD

• Balancing business benefits with:– Preparedness of customers– Alignment of national &

international standards & legal requirements

– Security considerations– Organisational change

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Information Discovery Model

Patents Trade Marks LibraryAdministrative

SystemsRecords

Corporate Index (metadata)

Discovery Interfaces

DesignsGeneral

Resources

Business Systems

ExternalResources

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Implementing Corporate Information Discovery

• Corporate Index• Corporate search tools• Multiple controlled vocabularies?• Alternatives to searching

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Records & Information Management

Policy Model

Customers

Processes

IP Rights Our PeopleCorporate Plan

People (Intelligent Systems)

Process(Information Technology)

The Rules(Legislation,

Security)

The Context(Records,

Information)

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Context

•Definition & Framework

•Information Architecture

•Information Inventory & Value

Records & Information Management Policy Guide

Process

•Create & Capture

•Usage & Management

•Storage & Disposal

People

•Roles & Responsibilities

•Acceptable Use

•Learning & Sharing

Rules

•Legislation & Standards

•Compliance & Risk Management

•Security & Privacy

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R&IM Policy

Summary

IP Australia Corporate Plan 01-04

CEI on R&IM

“How to” guide for

staff

• Double-sided A4• Procedure guide• Checklist

Delivery Enablers (Service Delivery)

• R&IM policy structured to help internal stakeholders serve external stakeholders

• Diagram(s) plus narrative• Guiding principles

• Data dictionaries• Thesaurus

• Identifiers & metadata• Best practice models

• Subject Matter Experts• Gatekeeper role/Quality Assurance

Creation & capture

Usage & Management

Storage & Disposal

Security & Privacy

Legislation & Standards

Compliance & Risk

Management

Information Inventory &

Value

Definitions & Framework

Information Architecture

Roles & Respons-

ibilities

Acceptable Use of

Information

Learning & Sharing

Process

Context

Rules

People

R&IM Operating Policies

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ProjectMgmt

Data

Data collected by EIS

ExternalInformation

EDMS

Information isCombined and

Presented

Written (text based)reports are extracted

Written reportsintegrated withstatistical reports

Detailedinformation from“Drill Downs”

BIS Data

BISProcesses

ProjectData

Project ManagementProcesses

EISProcesses

Text Reports

Text Reports

Includes Text Reports

(e.g. Status Reports)

Patents DesignsTradeMarks

Personnel(Perspect )

SAP FANGCustomerDatabase

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The Next Big Challenge

• Building on IM to facilitate KM • Becoming a “learning

organisation”