The Family and Community Services (FACS) cluster comprises the Department of Family and Community Services and related entities including Ageing, Disability and Home Care (ADHC) and the statutory bodies of the Aboriginal Housing Office (AHO), NSW Land and Housing Corporation (LAHC), Multicultural NSW and the Advocate for Children and Young People.
This case study describes the OneTRIM Program implemented as part of the OneFACS strategy to improve records management compliance and provide a single, up to date, usable system and easy to understand guidelines.
The prior situation
The amalgamation of several departments to form FACS has resulted into a mishmash of recordkeeping practices and disparate recordkeeping systems which were originally designed to serve the discrete agencies.
To add complexity, each of the six recordkeeping system has its own administration and client datasets, business classification schemes (BCS), 10-46 record types, templates and filing conventions, different access and permissions, and workflow processes.
Amongst all the challenges and costs of maintaining and supporting multiple systems, FACS was using a version that has reached the end of its product lifecycle – HP TRIM 7.1.
This environment, as it stood, detrimentally impacted the productivity of staff as they are faced with having to work around multiple electronic document and records management systems (EDRMs). Consequently staff spent more time searching, consolidating and reconciling data to assemble enterprise-wide reports.
The solution delivered was a consolidation of six datasets into a single system - OneTRIM to support working together across FACS.
The solution was based upon a number of important design principles such as:
- Allow users to access information across the department – regardless of past and present organisation structures.
- Provide an open information access model for cross-functional areas to access information and collaborate with other teams.
- Implement a security model to both protect sensitive information and allow for appropriate access to information as required by business processes.
- Promote common and consistent standards and processes.
- Provide flexibility to adapt to the ever-changing needs of business.
The Program team rolled out OneTRIM to 10,000 users from various business units and in diverse geographical areas. Some of the program’s deliverables were:
|Records Management Framework||
OneTRIM Program building blocks
The success of the OneTRIM Program implementation all came down to planning and strategy. The Program team planned aspects of the implementation to ensure executive buy-in and that staff (the end-users) are engaged and willing to own the solution. Some of the building blocks to success were:
Integral to the success of this Program is the implementation plan. The analysis and design stage was crucial for planning, scheduling, and more importantly in shaping the solution based on business and functional requirements gathered.
The migration and the rollout of OneTRIM solution to various business units were considered critical and had to be managed delicately. Due to the phased implementation approach, users were always in multiple datasets during the transition phase and to minimise the effects of this approach the Program team ensured that no one was in two environments for more than two weeks.
The Program’s governance structure included senior managers, provided support and strategic direction. The Steering Committee and Business Advisory Group also included key opinion leaders from across FACS which built stakeholder support and ensured responsiveness to requests for engagement at key points in the Program.
The Technical Advisory Group had representatives from every critical technical area in FACS, ensured that all technical aspects were considered and included in the solution design, implementation and rollout.
The 550 Super Users and 330 Change Agents actively supported the delivery of the OneTRIM change management within FACS.
“Peace and Love are here to talk to you”
With 10,000 users to transition, the Program team, including the Super Users and Change Agents, managed their users’ concerns by listening to them.
For example, Ann Turner, OneTRIM Program Manager and Michael King, Principal Records Manager went out to meet various business units and called those meetings – “Peace and Love are here to talk to you.” The meetings/sessions not only helped allayed users’ concerns but also ensured that users were empowered and brought along the OneTRIM journey.
The OneTRIM program brought significant changes across FACS and the Program Team was cognizant that those changes were impacting and happening to individuals.
The Program Team used the ADKAR change model which is about building Awareness to the need to change, increasing Desire to change, building Knowledge and Ability and Reinforcement of change to help them continue on with new practices.
The ADKAR model also helped frame the training approach, stakeholder engagement plan, including communication strategies.
MiniApp Quick win
The automated approval workflow for all ministerial and executive records called MiniApp was the quick win needed to build momentum for the OneTRIM program. The MiniApp was done as a proof of concept to test whether OneTRIM can bring together multiple approval processes into one process and one common platform.
In addition, lessons learnt from the MiniApp implementation were analysed and incorporated into the OneTRIM implementation.
High-Performing Program Team
The OneTRIM program’s success reflected primarily on the Program Team and contractors engaged to provide specialist skills in training, project and program management, change management, detailed technical knowledge of HPTRIM system and application of legislative requirements.
In addition, the Program team, including the Steering Committee, Business Advisory Group, Technical Advisory Group, change partners, super users, collectively shared commitment to the goals of the OneTRIM program. Furthermore, the success of the Program can be attributed to the constant dialogue between the Program Team and its stakeholders.
The OneTRIM Program was a significant, complex and intensive program of works which delivered a simplified, streamlined and consolidated electronic document and records management system which supports FACS’ community serving objectives.