Critical.
Authoritative.
Strategic.
Subscribe to CIO Magazine »

Business Rules Boost to Centrelink

Centrelink is achieving major efficiencies using a rule-driven, interview-based system developed by Canberra software company RuleBurst (formerly known as SoftLaw).

CIO John Wadeson says the RuleBurst application implemented earlier this month - Customer Account Start-Up (CASU) - is already processing 10,000 of Centrelink's 16,000 new customers each week. CASU is a rule-driven, interview-based system, built from business rules rather than legislation using RuleBurst's specialist rules technology. It provides initial data capture for clients interacting with Centrelink offices and call centres.

One of the first Web-based customer systems implemented by Centrelink, CASU pre-populates the 35-page form for customers who have been in the system before (the majority, according to Wadeson), allowing staff to focus on details that have changed since last contact.

"We've found that to be a much more effective process because then the staff can focus with the customer on what's changed. It adds more value than just getting a form," Wadeson says.

The rules in the CASU application cover interview scripts for Jobseeker (NewStart/Youth Allowance) and Parenting Payment customers, catering for interviews with new customers, with existing customers, simple cases, complex cases, and transfers between the two types of Parenting Payment ("single" and "partnered").

CASU was developed by RuleBurst in partnership with Centrelink to assist in meeting the objectives of the Government's Australians Working Together (AWT) initiative and Centrelink's Business Transition Strategy. It forms part of a larger Centrelink initiative, known as Customer Account, aimed at revamping the way Centrelink deals with customer contacts.

"People who are unemployed, we now have to connect to the Job Network a lot quicker, so we had to change our business process and change our business process in support of this new way of doing business," Wadeson says.

Further expansion may see CASU used for Disability Support Pension payments in 2006.

SoftLaw changes its name to RuleBurst in August as it launched version 7, in Australia. The technology originated at the Australian National University in 1985 with work by researchers Peter Johnson and David Mead to develop a system to determine applicants' suitability for government entitlements. The global company is working to expand its presence in the US and the UK. The British office is already building a self-assessment tool for Britain's Inland Revenue that will allow staff and taxpayers to decide whether they are classed as employed, or self-employed, in a deal worth $4.5 million. That system is expected to have about 50,000 internal users and to be available on the internet.

Its software is also being used by the Ministry of Defence, which is expected to go live in next month with a tool to assess war veterans' compensation claims.

In Australia, RuleBurst has developed a legislation assessment tool for Treasury and a tool for the Board of Tax to use as it simplifies the Tax Act. Consulting giant Deloitte last month launched an online anti-money laundering (AML) compliance tool, Deloitte AMLcheck, powered by RuleBurst, to helps banks, non-bank financial institutions, lawyers, accountants, real estate agents and other businesses impacted by AML regulations, to cost effectively meet their key AML compliance obligations.

Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.

More about: ACT, Australian National University, Centrelink, Financial Institutions, Inland Revenue
Comments are now closed.
Related Whitepapers
Latest Stories
Community Comments
Latest Blog Posts
Whitepapers
  • Case Study: Steel Blue
    Read how Perth-based safety footwear manufacturer, Steel Blue, was able to cut costs with shipping and improve efficiency while meeting the growing demand for their products as they expanded their national and export markets and increased their local market share, all thanks to a new ERP system.
    Learn more »
  • Smarter Data Centre Outsourcing: Considerations for CFOs
    Deloitte explores the business and finance implications associated with managing data centres. This paper outlines the options available to structure an organisations data centre and complementary IT services and provides the key considerations that need to be reviewed when determining which option works best for them.
    Learn more »
  • The THREE Pillars of High Availability Storage
    Without high-availability storage, you don’t actually have anything – so for a storage system to deliver high availability, system architecture needs to handle component failure as well as service upgrades. This webcast presentation discusses the importance of high-availability to organisations, and how to make sure you can access your data whenever you need it. By using Pure Storage system architecture, along with infiniband as a stateless controller, viewers will learn how Pure Storage meet their philosophy of a “non-disruptive everything”.
    Learn more »
All whitepapers
rhs_login_lockGet exclusive access to Invitation only events CIO, reports & analysis.
Latest Jobs
Salary Calculator

Supplied by

View the full Peoplebank ICT Salary & Employment Index

Recent comments

Computerworld
ARN
Techworld
CMO