Information and communication technologies

During 2012–13, DHA continued the development of new and improved information technology solutions while sustaining business as usual capabilities. DHA is dependent on robust systems to support and deliver its services including property management, leasing operations, customer relationship management, staff training and development. These systems support thousands of interactions every week with Defence members, builders, contractors, lessors, valuers, staff and government.

In 2012–13, DHA contracted with TechnologyOne Pty Ltd for the supply of a new integrated financial management information system to replace existing disparate systems. System definition and development were well placed by 30 June 2013, with the expectation that implementation would occur early in 2013–14.

DHA has continued to expand its suite of online services to support its own field staff and in response to an expectation from Defence members that they be able to manage their interactions with DHA in this way, 24 hours a day. HomeFind continues to be the lead product in DHA’s suite of online services and is the subject of continuous improvement. In 2012–13, this has focused on enabling DHA, in defined circumstances, to expand the number of houses members can view in their new posting locality.

DHA administers the payment of RA to nearly 14,500 Defence members in what has been, until recently, a manually intensive process for members and DHA staff alike. Starting in 2011–12, and continuing in 2012–13, DHA introduced RA Online, a suite of applications to enable Defence members to manage the full RA process online. Take-up of this service, especially in relation to the annual review of RA, has been excellent.

DHA has also created an online portal to automate processes associated with seeking Defence approval of maintenance requests for Defence-owned properties, and payment of Defence charges associated with end-of-tenancy on all DHA-managed properties. This facility has allowed Defence representatives in the field to have electronic access to DHA systems, leading to improvements in trust and efficiency between Defence and DHA.