We are committed to improving our information governance and service delivery through the use of technology and making our information and online services accessible to as many people as possible, regardless of ability.
Enterprise systems
We rely on mature information and communications technology systems as repositories of enterprise assets and customer information. The systems support service delivery and the resulting thousands of interactions we have every week with customers, contractors, staff and government. Ongoing and consistent use of systems across the organisation is helping to grow a knowledge base for all staff. Workflow systems aid in monitoring, tracking, escalating and reporting customer enquiries, requests, complaints and other information.
Staff mobile capability
In 2016–17 we continued to upgrade our mobile technology capability and evolve our external facing systems based on direct and indirect feedback from stakeholders.
System enhancements have been geared toward self-service and shifting all services to become digital by design, as referenced by the Digital Transformation Agency (DTA). Refer to Part 3 of this report for more information about how ADF members and investors used Online Services in 2015–16 and 2016–17.
Our website, including our web based Online Services platform, has been designed to meet Australian Government standards and the recommendations of the DTA. We acknowledge that accessibility requirements are constantly evolving and are working to ensure our website conforms to a minimum Level AA of the Web Content Accessibility Guidelines version 2, developed by the World Wide Web Consortium.
Information governance
In 2016–17, we achieved third party ISO 9001:2008 certification for our Quality Management System (QMS). Our QMS provides overarching instruction on how we oversee all activities and tasks to maintain service excellence and keep customers at the forefront of policy, processes and decision making.
We worked to enhance our protective security plan to ensure related risks are appropriately managed and mitigated. We also continued to develop our digital services framework to ensure compliance with the Australian Government’s Digital Continuity Policy 2020 framework.