Considering the future of your information

By Narelle Haken

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Points of Presentation

The future of an organisation’s information in the following context:•Life and location of information•Preservation and how to implement it•How do we make it a reality – factors – mix –stakeholders•Related to the Motor Accidents Authority (MAA) & Lifetime Care and Support Authority

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The Organisation

The evolution of the MAA :•How•Why•When

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Courts full – Costs up

The Organisation

Motor Accident Authority

•Statutory Corporation that regulates the NSW Motor Accidents Scheme•Established by the Motor Accidents Act 1988 on 10 March 1989•Constituted under the Motor Accidents Compensation Act 1999.•Provides compensation for people injured in a motor vehicle accident that are not at fault. There other driver is at fault.Monies for scheme come out of the CTP – NSW driver Green Slip.

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Why it needed to develop

Lifetime Care and Support AuthorityWhy we gave birth:Out of the Motor Accidents Authority came Lifetime Care Authority which provides

treatment, rehabilitation and attendant care services to persons severely injured in a motor accident in NSW whether they were at fault or not in the accident.

Streamline Dispute Resolution to enable quick access to medical service and ensuring cost liability

Eligibility for Scheme:Participants must have suffered either spinal cord injury; moderate to severe brain injury;

multiple amputations; severe burns or will be blind from the accident.

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MAA Historical Records System

They way we were:•CALM System•TRIM 4.2 - 2002 paper/electronic

based system • Achieved 80% Electronic conversion by 2006• Upgraded to TRIM 6.2 in 2009

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How the Organisations Operated

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Concerns - separate system/s operating:Organisations originally maintained their own systems which were not interoperable.Concerns:

DuplicationSecurityAccessSystems compatibility

There were separate systemsCase Management Systems Personal Injury SystemAccounting Systems

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Change in Aim (Information Management): A Business-centric approach can add value to a company by enabling it to differentiate itself to offer a Business specific experience.

How we delivered the new system:•Re-Branding of the Corporate Recordkeeping System

TRIM rebadged to “The Content Management System”•Case Management Navigator system linked to TRIM

• Implemented 2009/10 Kapish - Explorer TRIM look• Documentation • Training

• Development of packages• Outsourcing/specific/tailored• Policy• Procedures

•Scanning by users Smartsend

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The Mix

IT Systems need to:•Ensure they reflect their business processes•Comply with legislation they administer •Support accurate decision making.•Differentiate business systems and processes and be properly integrated.

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Value of information (Continuously needs to be re-valued with the businesses changes and connecting legislation)

Why is the Value of History important:•Not wanting to reinvent it /duplication•Assist in planning the future•Save re-work (large percentage of everything we do is re-work)•What worked•Is the largest percentage e.g. 70-80 % History value which is archived – preservation is fundamental

BUT•What if/when the value changes…….•What is the risk –•Why the current value of the information is paramount.•When Good Records (defined on the value) are accessible and secure they mitigate risks.

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Document

• History verses future• This determines agency specific

information retention.

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Retention

How long do we keep it ?•Five years, Ten and twenty plus years•Use our Government Authority retentions GA28 etc.•Use our Agency Specific Retention DA•Determining new retentions on the basis of Guidelines from the Lifetime Care Act for Participant file and implement

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Security & Access

CONTROLLED BY:•Classification where applicable•Activity •File•Document•Administrator

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Location

Storage LocationShort Term:On system / TRIM Hard copies secured

Medium Term (5 years +)Electronic Archive/separate file systemGovernment Repository

Long Term (10 years +)Electronic Archive/separate file systemGovernment RepositoryRe appraisedDisposed in accordance to retentionsState Archived

Note: Backups every day at secured separate city locations (process in place)

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The Stakeholders

The stakeholders are many and they include:•Client base/business customer (accident victim)•Greater client base i.e. NSW Public (cost effectiveness of the system)•Users of the System:

• Employees of Corporate Information• Business Management Groups• Case Management Staff• Insurers• IT Staff• Public access of restricted documents via intranet and internet

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What System Stakeholders require

User friendly system•Achieved via Explorer Look Content Management System (TRIM) •Enabled end users to have more adaptability within the system.

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Explorer System 17

Tooltips to help you navigate through the main folders appear when hovering the mouse over the folders as shown:

Explorer System 18

Once you fill in the information about the Document Click OK.Metadata of the newly created Record appears in tooltip, by hovering the mouse over the Record

View scope notes for the classification appears in tooltips by hovering the mouse over the classifications. Example of a top level classification:

The Service Desk

Developed for the need to:

• Profile Record Keeping• Tracking of requests• Compliance needs• Match business Service Level Agreements (SLA)• Accountability • Cost capturing of the value of service sought/required• Standardisation of requests• Auditable trails

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The Service Desk

• Universally accepted standardised training (ITIL 3) for all operators.

• Records Management operates as a stand alone section.• Track the processing of requests by its own unique

number

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culture

Development from a single compensation welfare specific care business to a multi business-centric culture •Evolving business environment through amalgamation•Government changes due to restructures •Decentralisation as a result of dislocated offices (by business types)

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Issues to be avoided

• Restricted time frame• Restricted resources and personnel• Insufficient consultation and involvement• More about planning prior to implementation• Need for continuous appraisal of progress

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advice 23

• Define aim and outcomes• Comprehensive analysis of existing

systems

• Extensive participation

• Sufficient resources and timeframes

• Management buy in

The new Organisation

Change of Business•Motor Accidents Authority •Lifetime Care Authority•Dust and Diseases •The new and greater picture: The Compensation Group•Corporate and Shared Services, Information Technology Compensation Authorities Staff Division (CASD)

IT Services for: ? Workers’ Compensation Dust Diseases Board? Lifetime Care and Support Authority? Long Services Payments Corporation? Motor Accidents Authority? WorkCover Authority? NSW Sporting Injuries Committee? Workers Compensation Commission

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Education 25

• The need to continuously to be appraised of current industry practices

• Align business requirements to stakeholder needs.

What is success

• All on the common journey • Harmonious work environment• Stakeholder needs met• Easy information retrieval in

the required form• Security • Auditable trails• Business and legislative requirements achieved.

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