Empowering Choice for Disabled Individuals: A Digital Transformation Journey

技术

分析与建模 - 过程分析
传感器 - 触觉传感器

适用行业

设备与机械
矿业

用例

人员跟踪与监控
供应链可见性(SCV)

服务

系统集成
培训

挑战

澳大利亚政府委员会 (COAG) 于 2011 年对澳大利亚各地的残疾人服务提供进行了改革，形成了一个高绩效组织，为两个地区和六个州的近 467,000 名受影响人士提供个性化服务。然而，该组织面临着一些挑战。缺乏数字化流程文档，并且六个州的流程各不相同。 IT 部门面临着建立适合新目的的流程架构的压力。需要提高和扩展流程效率，但由于缺乏当前状态的可见性而无法定义未来状态是一个重大障碍。该组织还需要关注更好的客户体验的业务需求。

关于客户

本案例研究中的客户是澳大利亚一家提供残疾人服务的政府组织。该组织是在澳大利亚政府委员会 (COAG) 于 2011 年进行改革后成立的。它为两个地区和六个州的近 467,000 名残疾人提供个性化服务。该组织必须应对多重挑战，包括缺乏数字化流程文档、各州流程不同，以及 IT 部门面临建立适合新用途的流程架构的压力。该组织还必须提高和扩展流程效率并增强客户体验。

解决方案

该组织采用 ARIS 设计与业务战略、ARIS 推出与变更管理以及 ARIS 风险与合规作为应对挑战的解决方案。 ARIS 在短短 3 周内完成配置，并在 5 个月内开始部署和培训。该组织标准化了所有文档并开始捕获其当前的流程状态。在短短 12 个月内，它就绘制了与参与者入职并为其制定护理计划相关的所有流程。凭借 150 名活跃的流程建模人员，它还对这些流程有了直观的了解。该组织还能够灵活地使用其使用的表示法语言，选择事件驱动的流程链 (EPC) 而不是业务流程建模表示法 (BPMN) 语言路径，以获得更高的用户接受度。

运营影响

The digital transformation has led to significant operational results. The organization can now see how staff are really using the processes and compare that to what they are supposed to be doing at any given point. This visibility, combined with data from the new operating system and its BPM tool, allows the organization to shape the future of process management. It can also identify strategic KPIs that were previously unthinkable. The process efficiency has reduced the time it takes staff to manage applications, which means they have more time to check in personally with participants, improving customer intimacy. The organization is also focusing on process governance and risk management, aiming to tackle fraudulent treatment of those with a disability and their funding, and build risk and fraud assessment capabilities into their processes.

数量效益

ARIS was configured in just 3 weeks, and deployment and training began within 5 months.
In just 12 months, the organization had mapped all the processes associated with onboarding a participant and building a care plan for them.
The organization has 150 active process modelers.