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One aim for better service
By
Ruth Duffy
Volume 48, No. 9, June 01, 2006
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CPL Nathan Sellick, one of thousands of ADF personnel set to benefit under CSIG’s new OnePAC project.
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| Photo by LAC Casey Smith |
THE OnePAC project being implemented by Corporate Services Infrastructure Group (CSIG) aims to provide an improved, streamlined delivery of services through a centralised system to ADF members.
OnePAC comprises the Military Personnel Administration Centre (MPAC) and Civilian Personnel Administration Centre (CPAC) business improvement projects which will establish one sustainable, effective and procedurally-compliant business centre, according to MPA project director Julianna Cassie.
“The future centralised model envisages most CSIG-delivered administration will be headquartered in the business centre near RAAF Base Williamtown,” Mrs Cassie said.
“The project will consolidate processing activities for civilian and military personnel administration now undertaken at many sites across Australia.”
The project will use the CSIG service delivery model to provide front-of-house access to customers to such services as:
- 1800 Defence: access by phone to the Defence Service Centre,
- CSIG online access via intranet,
- Customer Service Centres: face-to-face access on selected bases and establishments, and
- PMKeyS Self Service: employee self-service transaction processing.
Two key goals of the project will be developing a national training framework and quality assurance system for CSIG-delivered personnel administration.
This will improve personnel administration business outcomes through a reporting regime and continuous improvement against such criteria as 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 is the Australian National Audit Office,” Mrs Cassie said.
ANAO identified a lack of suitable training for personnel administration staff within the ADO. CSIG then recognised the need to develop training and strategies for personnel administration staff.
The national training framework aims to develop several 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, 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.
Centralisation and rationalisation of some military and civilian personnel administration products will occur from late 2006 to 2007. Relocation to the one business centre should occur early in 2008.
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