Foreign Affairs and Trade signs CRM contract with Fujitsu

The Department of Foreign Affairs and Trade (DFAT) has awarded an eight-year managed services contract to Fujitsu to provide a Microsoft customer relationship management (CRM) system which will be used to issue Australian passports.

Fujitsu’s contract involves services, hardware, CRM implementation, program management, systems engineering and enterprise architecture. Its value was not disclosed.

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The Passport Redevelopment Program (PRP) is part of the Australian government’s commitment to deliver a contemporary passport system for Australia that will provide a more secure, efficient and responsive service.

It will introduce a number of new services and streamline passport application processes using Microsoft CRM workflows for bulk scanning, case management, fraud control, workflow and passport printing solutions.

The PRP is also designed to improve fraud control and allow the Australian Passport Office to manage up to two million passport applications annually by 2015.

According to DFAT CIO Tuan Dao, the current technology used to print and issue Australian passports is approaching the end of its life cycle.

“DFAT is committed to continuous improvement and we are constantly looking for ways to improve our process and services” he said in a statement.

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