Defence

Corporate Services and Infrastructure Group

Working to make OnePAC a reality

By Lindsay Kranz

Hundreds of thousands of personnel administration transactions are processed every year from over forty Defence sites across Australia. Corporate Services and Infrastructure Group's (CSIG) 'OnePAC' initiative aims to consolidate those sites into one site—a business centre in the vicinity of RAAF Williamtown.

'OnePAC'—the collective name for the Civilian Personnel Administration Centre (CPAC) and Military Personnel Administration Centre (MPAC) Business Improvement Projects—symbolises the establishment of one sustainable, effective and procedurally compliant business centre.

The project's interim state aims to rationalise the back of house (BOH) functions in order to streamline delivery, maximise the use of technology and secure a better, more consistent service.

The project will utilise the CSIG service delivery model in providing front of house (FOH) access to customers. This will include:

• 1800 Defence: access by phone to the Defence Service Centre (DSC);
• CSIG Online: access via the intranet;
• Customer Service Centres: face-to-face access on selected bases and establishments; and
• PMKeyS Self-Service: employee self-service transaction processing.

The diagram below depicts this model and the delineation between FOH and BOH business.

Two key deliverables for the project are developing a national training framework and a quality assurance system for CSIG-delivered personnel administration.

The quality assurance system will improve personnel administration business outcomes through a reporting regime and continuous improvement against compliance, customer satisfaction, cost, risks and targets. A systematic approach to quality will establish an audit regime that will measure the current processing centres, (CPAC and MPAC, and eventually the business centre) performance against quality criteria set by key stakeholders, one of which includes the Australian National Audit Office (ANAO). This quality assurance regime will be integrated into personnel administration activities to provide customers and stakeholders with a level of confidence that personnel administration data is accurate.

CSIG has responsibility for the identification of the broad range of skills and competencies required to deliver civilian and military personnel services for Defence. The ANAO has identified a lack of suitable training for personnel administration staff within Defence, and CSIG has recognised the need to be proactive in developing suitable training solutions and strategies for its personnel administration staff. The national training framework aims to develop learning pathways in the following areas:

• process skills—the ability to learn and utilise a single processing method, achieving consistency across the sites;
• policy appreciation skills—the ability to understand and implement the directions provided on policy interpretation;
• communication skills—the ability to understand customers' needs for services and product lines, and the ability to raise systems and business issues with management through established communication lines (i.e. continuous improvement activities); and
• systems skills—the ability to effectively utilise the corporate human resource system in the provision of personnel administration.

The national training framework and the quality assurance system are expected to be implemented by December 2006. Centralisation and rationalisation of some military and civilian personnel administration products will occur from late 2006 to 2007. Relocation to the one business centre is expected to occur early in 2008.

CSIG Service Delivery Model

To date there have been numerous and inconsistent access points to CSIG products and services. The CSIG service delivery model provides customers with the flexibility and convenience of a choice of access points and delivers a consistent, structured and accurate approach to corporate information.

Further information is available on CSIG's webpage under BIP/Projects/OnePAC which can be found at the following link: http://intranet.defence.gov.au/csig.

Contact the OnePAC improvement project: Project Director (MPAC) Juliana Cassie (02) 6266 4519; Project Director (CPAC) Tania Julian (02) 6266 3961.

Lindsay Kranz is the Assistant Secretary Personnel Services.

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