Once we can deal with customers electronically —

“Once we can deal with customers electronically, - then what? ” Mark Rogers, Director, Information Policy & Strategy Information Management and E-Solutions Business Unit 1

IP Australia “. . . provide a strong intellectual property system which promotes innovation, investment and trade. ” 2

IP Australia (cont) • • A Division of ISR Self-funding, $83 M 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 3

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” 4

Key Corporate Strategies • Provide leadership in national & international IP Systems • Implement coherent approach to services • Develop strategic & creative education & awareness programs • Develop effective relationships • Improve processes to deliver efficient & competitive services • Implement policies to retain, recruit & reward skilled staff • Encourage innovation, 5 achievement, participation…

The Response • IMESD Taskforce • Creation of CIO & supporting structures • Creation of Customer Service Manager 6

IM Framework • Principles • Models • Strategies • Deliverables • Responsibilities 7

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 8

IM Model 9

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

Link to Online Action Plan 11

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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

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 17

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EDMS 20

The Next Big Challenge • Building on IM to facilitate KM • Becoming a “learning organisation” 21