The Ministry of the Interior has “doubled” its work plan first announced at the end of last year, and will refurbish or update its core IT systems, focusing on the use of updated cloud platforms.
The super organization said at an AWS summit at the end of last year that core updates and adoption of cloud systems are accelerating, thanks to three years of basic work.
Chief Information Officer Radi Kovacevic (Radi Kovacevic) stated at ServiceNow’s “Working Now” A/NZ Summit yesterday that increased demand for its services, coupled with “budget cuts”, forced the agency to focus on Faster action was taken in the transformation.
Kovacevic said: “We really have to redouble our efforts in the hybrid cloud journey.”
“We do need to… update our core. We have a lot of applications, some of which just need to be refurbished, updated and replaced.
“We really have to work harder-and we really have to work harder-to invest in workforce and skills upgrading, especially in the next three to five years.
“And we now need to invest in new technologies and new platforms, such as ServiceNow.”
Kovacevich said that ServiceNow was initially introduced to the Ministry of the Interior to replace the old IT support and ticketing system.
However, the platform has discovered more use cases, including the need for three portals for civil affairs to quickly provide power to quickly handle Covid-related government activities.
Kovacevic marks the wider use of ServiceNow as part of its ongoing transformation.
He said: “We are innovating our core, but we also need to focus on improving our services. We need to find a way to automate, digitize and improve our customers’ services.”
“We need to choose a tool to help support the transformation of our internal services.
“Although we have effectively created a portal that allows people to enter and record IT requests to process IT issues and request new assets, I can see that it has also been more widely used in human resources, finance and procurement. .
“Therefore, I think that although we are laying the groundwork in the first stage, I think that the next stage will also study some of our corporate functions and the opportunities it brings.
“The more we know about the product, especially the opportunities offered in product portfolio and program management, dashboard reporting, and integration with other features we have, I think the future is there. We just need to start to understand more It and start to unleash its potential.”
Associated Services
Kovacevic said that ServiceNow will also play a role in a work plan called “Connected Services.”
Kovacevich said that the interconnected service plan will solve the three main challenges the agency faces in the future: mindset, skills and service integration.
Kovacevic said: “When I talk about mindset, we already have new tools for work that used old tools before.”
He said that agents need to adopt a mentality, embrace new tools and cloud services, and generally act faster.
He said: “Let us not have to worry about the infrastructure.”
Kovacevich said agency personnel will also need new skills.
He said: “The new platform requires employees to have higher skills in how to use the tool, how to use it, and how to apply it to our current problems.”
Third, Kovacevich said that the Civil Affairs Bureau needs to be able to closely integrate newly introduced cloud services with existing back-end systems. This challenge was also described in detail in the second half of last year.
He said: “Although we are in the early stages, it has proven to be very successful in our connected service environment.”
Kovacevich said he believes these challenges can be resolved “in the coming months and years.”
Covid portal
With the entry into force of Covid-related travel restrictions, the Home Affairs Bureau had to quickly establish a series of portals to manage some of its activities during this period.
Kovacevich said: “In March this year, the government’s response to Covid-19 was to restrict travel in and out of the country.”
“We operate a lot of systems at the airport. We have to slowly adjust many of these systems.
“But we also need a way to ensure safe travel to and from Australia, many of which actually rely on email and paper-based processing within the department, so we chose ServiceNow as a tool that can help us automate and quickly deploy solutions [to establish] Three portals. “
The agency’s ServiceNow runs in a protected-level cloud environment and uses it to process protected and unclassified information.
ServiceNow’s first portal manages air and sea approvals; that is, the return of Australian citizens and permanent residents, the movement of New Zealand nationals living in Australia, and visiting non-citizens and transit passengers.
Kovacevich said: “We have almost no time to stand up, and when I say there is no time, I mean only a few weeks to organize and deploy it.
The agency then established a separate ServiceNow portal to provide temporary visa return services and manage travel exemptions, which are “widely used by the Australian border guards.”
Kovacevic said: “Working with ServiceNow, we came forward and this really helped with the large backlog and manual handling.”
“Having a platform that can be used quickly and safely is essential.
“Therefore, there are two examples. We have used ServiceNow to achieve some significant results for the department and the government in a very, very short time.”
Merge service now
Kovacevic pointed out that other sub-organizations in the civil affairs portfolio, including the Australian Federal Police (AFP) and the Australian Criminal Intelligence Commission (ACIC), are all existing users of ServiceNow.
He said that in the future, the Home Affairs Bureau may explore whether it can be merged into a single portfolio instance of ServiceNow, rather than having a separate instance for each portfolio agency.
He said: “I think there is an opportunity to cooperate with portfolio institutions such as ACIC and AFP, instead of having a separate instance, I think what we can do may be more integrated.”
“I think this will reduce costs and increase efficiency.”
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