The Australian Communications and Media Authority (ACMA) will introduce a case management application to help consolidate disparate information sources and streamline its processes.
The key business driver for the implementation of a case management system (CMS) is facilitation of better compliance through improved effectiveness and efficiency of ACMA’s business operations.
A “case” can relate to content (television, radio, etc); carrier services like licence breaches; or internal ACMA service delivery.
Nineteen of the ACMA’s business units can process compliance issues, but existing systems which support the processing of compliance issues are “fragmented and inconsistent”, according to tender documents.
Software in use at ACMA for case management varies from the ACMA Information Management System (AIMS) and Compliance Activities Management System (CAMS) to external software-as-a-service (SaaS), local helpdesk and office apps like Microsoft Access, Excel and Outlook.
All ACMA units use TRIM for electronic documents and record keeping.
Since appointing Carsten Larsen as CIO in 2009, the ACMA has undergone a whole IT transformation program, including the rationalisation of its assets and infrastructure.
In November last year, CIO reported ACMA’s private Cloud project which has so far resulted in a reduction of some 20 physical servers.
ACMA anticipates a single CMS will result in comprehensive allocation, approval and alerting mechanisms; automation of information and document generation and capture; and reporting capabilities that cover “both operational and business intelligence requirements in a consistent fashion”.
The application is likely to be commercial off-the-shelf software procured with services and training supplied.
Key functionality required of the CMS includes information collection, record keeping, scheduling, workflow, reporting, search, auditing and tracking.
Suppliers are asked to contact the ACMA before March 11.