Information Management

Page Index

• Information infrastructure
• Information management strategy
• Library services
• Records management

Sometimes I talk about public service values and ethics. Sometimes about the structures of governance. But, on occasion, I emphasise the fact that we turn information into knowledge which can inform decision making by elected government.

The challenge is that the amount of information available to us is growing exponentially … (and it needs to be well managed and capably provided) in helping us find what we need to do our jobs.

Peter Shergold in ‘Secretary’s Say’, in CODDSWallop, the department’s staff newsletter, June 2005

Information infrastructure

Following a competitive tender process in 2003–04, the department finalised its transition to new information and communications technology outsourcing arrangements in July 2005. ASG Group (formerly Exceed Systems Integration) now provides information technology (IT) service desk, server support and database administration services. Macquarie Telecom (formerly Macquarie Corporate Telecommunications) provides secure internet access and web-hosting services, and Optus provides voice and switchboard telephony services.

An IT client satisfaction survey commissioned in June 2005 found the highest levels of satisfaction and perceived service quality since the biannual surveys were introduced in 1999. The survey found that 78 per cent of staff were satisfied or very satisfied with the quality of IT services delivered by the department’s outsourced IT service provider, while only 5 per cent of staff were dissatisfied with the services. The main area of concern identified by staff was the department’s parliamentary correspondence management system.

During the year, the department implemented the Information Technology Infrastructure Library (ITIL) service management process to establish sound practices in incident and problem management and other key disciplines, such as change and configuration management. New operational tools have been introduced to support the ITIL process and Prince2 project management methodology.

A new remote access service was implemented to coincide with the transition to a new secure internet access provider in July 2004. To ensure security, staff access the department’s network using digital certificates and a virtual private network connection, and can connect using broadband or standard dial-up services.

The department developed new policies to deal with the introduction of new technologies, in particular the use of personal digital assistants (PDAs), smartphones and USB (universal serial bus) devices.

During the year the department conducted a number of open request for tender processes to procure:

• IT security review services
• application development support services to maintain the department’s Microsoft Access databases
• software management and procurement services.

A panel arrangement was established for procuring ad hoc voice and data cabling services. IT procurement processes, procedures and templates were reviewed and updated to reflect the introduction of the Australia–United States Free Trade Agreement in January 2005.

This year saw increased effort in establishing IT facilities for taskforces. The department’s IT infrastructure was extended to support APEC 2007 Taskforce officers and new IT infrastructure was established for the taskforce’s office in Sydney. Support was also provided to assist the National Water Commission in developing its own IT and communications infrastructure and support services.

Other infrastructure projects completed in 2004–05 included:

• the replacement of server hardware such as the intranet, parliamentary correspondence management system, minister’s diary and proxy servers
• the development of the IT Disaster Recovery Plan
• the upgrading of the top secret system server and desktop hardware and implementation of a new standard operating environment for that system
• the review of the department’s IT security policies, plans and procedures.

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Information management strategy

This year the department focused on updating and improving the policies and practices which support the management of the department’s information resources, and consolidating enhancements to the department’s online information services.

An increase in the number of publications produced within the department this year presented an opportunity to diversify the approach to online and print publishing and to develop improved practices to support the delivery, usability and accessibility of publications. This included the development of a compact-disc version of the Federal Executive Council Handbook, including a toolkit, for use within government agencies. We also produced online versions of key public documents such as the Report of the Inquiry into Australian Intelligence Agencies.

Several major enhancement projects were undertaken during the year to improve the content, design and accessibility of the department’s websites, with significant enhancements due for release early in the 2005–06 financial year.

Library services

The Library provided a comprehensive reference and research service and developed, managed and maintained appropriate resources to support the business information needs of the department.

The Library’s key achievements in 2004–05 included:

• the development and implementation of the collection management and access policy
• the development of the InfoKNOW Programme (a departmental information audit)
• the commencement of the first phase of the Prime Ministers’ Transcripts Project, which includes the scanning, optical character recognition (OCR) and basic metadata processing of existing paper transcripts
• the upgrading of the Horizon online library management system and the web-based catalogue to the latest versions
• the increased provision of desktop access to electronic publications and services
• the redesign of the Library’s pages on the departmental intranet
• the delivery of training programs to assist clients to better identify, access, evaluate and use work-related information
• the delivery of a weekly newsletter, InfoBytes, and regular email alerts to clients
• the transfer of the former Office of the Status of Women library collection to the Department of Family and Community Services Library.

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Records management

The Records Management Unit created and administered the department’s records in accordance with relevant legislation and the best practice record-keeping requirements of the National Archives of Australia.

The department’s key achievements in records management during 2004–05 included:

• the successful upgrade and rollout of the TRIM Context records management software, with associated online search facilities (known as WebDrawer) and an updated electronic file action request form
• the development of a records management training needs survey and education strategy to be delivered across the department
• the production of a procedures manual that provides instructions and performance standards for all tasks involved in the delivery of records management services
• the development of records management competency standards and skills requirements for records management staff.