1. 1 “Once we can deal with customers electronically, - then what?” A presentation to the RMAA, 30 May 2001 Mark Rogers, Director, Information Policy & Strategy Information Management and E-Solutions Business Unit

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

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

4. 4 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”

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

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

7. 7 IM Framework Principles Models Strategies Deliverables Responsibilities

8. 8 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

9. 9 IM Model

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11. 11 Link to Online Action Plan

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13. 13 Coherent Information Strategy

14. 14 Challenges in ESD Balancing business benefits with: –Preparedness of customers –Alignment of national & international standards & legal requirements –Security considerations –Organisational change

15. 15 Information Discovery Model PatentsTrade MarksLibrary Administrative Systems Records Corporate Index (metadata) Discovery Interfaces Designs General Resources Business Systems External Resources

16. 16 Implementing Corporate Information Discovery Corporate Index Corporate search tools Multiple controlled vocabularies? Alternatives to searching

17. 17 Records & Information Management Policy Model Customers Processes IP Rights Our People Corporate Plan People (Intelligent Systems) Process (Information Technology) The Rules (Legislation, Security) The Context (Records, Information)

18. 18 Context Definition & Framework Information Architecture Information Inventory & Value Records & Information Management Policy Guide Process Create & Capture Usage & Management Storage & Disposal People Roles & Responsibilities Acceptable Use Learning & Sharing Rules Legislation & Standards Compliance & Risk Management Security & Privacy

19. 19 R&IM Policy Summary IP Australia Corporate Plan 01-04 CEI on R&IM “How to” guide for staff Double-sided A4 Procedure guide Checklist Delivery Enablers (Service Delivery) R&IM policy structured to help internal stakeholders serve external stakeholders Diagram(s) plus narrative Guiding principles Data dictionaries Thesaurus Identifiers & metadata Best practice models Subject Matter Experts Gatekeeper role/Quality Assurance Creation & capture Usage & Management Storage & Disposal Security & Privacy Legislation & Standards Compliance & Risk Management Information Inventory & Value Definitions & Framework Information Architecture Roles & Respons- ibilities Acceptable Use of Information Learning & Sharing Process Context Rules People R&IM Operating Policies

20. 20 Project Mgmt Data collected by EIS External Information EDMS Information is Combined and Presented Written (text based) reports are extracted Written reports integrated with statistical reports Detailed information from “Drill Downs” BIS Data BIS Processes Project Data Project Management Processes EIS Processes Text Reports Includes Text Reports (e.g. Status Reports) PatentsDesigns Trade Marks Personnel (Perspect) SAPFANG Customer Database

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