business transformation - our journey by veronique ingram, itsa

Veronique IngramChief Executive & Inspector-General in Bankruptcy

Insolvency & Trustee Service Australia

Business Transformation

- our Journey

Our Vision

ITSA is a dynamic organisation that facilitates improved and equitable financial outcomes for consumers, business, and the community, through excellence in service delivery

What we do

• Trustee Services• Bankruptcies• Debt Agreements/Personal Insolvency

Agreements• Regulation & Enforcement• Proceeds of Crime• Personal Property Securities Register

Bankruptcy / Debt Agreements & Personal Insolvency Agreements

• Information to debtors on options to deal with unmanageable debt

• Assess and register bankruptcy, debt agreement and personal insolvency agreement applications and registered court-ordered insolvency administrations

Bankruptcy / Debt Agreements & Personal Insolvency Agreements (cont.)

• Bankruptcy notices on application of creditors• Statutory powers as Official Receiver - obtain

information and/or recover monies on application of trustees administering insolvent estates

• National Personal Insolvency Index• Official Trustee administers about 85% of all

bankruptcies, (balance done by registered trustees)

Regulation & Enforcement

• Registers trustees and debt agreement administrators

• Proactively inspects systems and files of registered trustees and debt agreement administrators - ongoing monitoring of practitioners

• Investigates complaints • Discharges regulatory and review responsibilities

of Inspector-General in Bankruptcy • Investigates and refers for prosecution possible

offences committed by bankrupts

Proceeds of Crime• Control and realise property obtained under

court order, Proceeds of Crime Act 2002 Child Support Act and Customs Act 1901

• Partnership with the Australian Federal Police, Australian Taxation Office and others

Personal Property Securities Register

• The Personal Property Securities Act 2009 • Significant micro-economic reform • New national online register• Commenced January 2012 • Replaced more than 70 different

Commonwealth, state and territory acts and registers used to regulate personal property used as security

Our previous structureChief Executive and Inspector-General

Veronique Ingram

NSW/ACT Branch

VIC/TAS Branch QLD Branch WA Branch

Secretariat Branch

Bankruptcy Regulation

Branch SA/NT Branch

Bankruptcy Fraud

Investigation Debt Agreement

Service

Information Service

Estate Administration

Proceeds of Crime

Bankruptcy Registry and Compliance

Our Current StructureChief Executive & Inspector-General in Bankruptcy

Chief Operating

Officer

National Manager Business Services

NationalManager

Regulation & Enforcement

General Manager

Operations

Drivers for change

• Increasing workload• Constrained resources• Risks inherent in manual processes and individual

case managers• Business continuity • Government security and anti-fraud requirements• Advances in technology• Whole of government approach and public

preference for interacting on line

Personal insolvency in Australia

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Business TransformationThe move to on-line services will enable ITSA to:

• move to client-centric delivery of services to improve community confidence

• make our services more accessible, transparent and responsive

• provide more consistent outcomes for clients• provide better tools for our staff• enable more effective workflow management• allow creation of centres of excellence• facilitate more value adding / less manual

processing

Where we are now…

• Multiple systems with data bridges

• Multiple client interactions

• Business processes and case progress not readily transparent

• Service only accessible with staff assistance

• High cost to ITSA and the client

• Not aligned with Government direction

What we need to do to get there…

• Map our services• Workforce planning strategy• Detailed standard operating

procedures• Engage our staff (what’s in it for me?)• Engage our clients and stakeholders• Train our staff so they can train others

Re-Solve System

Internal Work Queue Management

Review work queue to select priority work items

Select a work item from the queue

Launch the task and process

Trustee Estates

The details of new estates are auto populated from the forms submitted by

debtors, creditors and the court, and validated by the system.

Automated weighting and categorisation to allocate estates

Data is extracted from the Statement of Affairs and Statement of Income

Re-Solve will automatically populate the contributions worksheets

Officers organising the sale of assets will use the asset management screen to record details of

asset valuations and disposals

Re-Solve net sale amounts will be automatically recorded in the estate’s trust account and used

to pay dividends.

Single view of assets, with assets under investigation clearly identified. Re-Solve

records time spent on investigations

Managing the Change

Client & Staff Opinion Surveye-News OnlineCommunication campaign

Increased desire to work with ITSAPosition benefits for our customersDesign consultation with major clients

Our employees and external stakeholders are prepared for online services as we have built awareness of the need for change and consulted through the design process.

Managing the change through awareness building and client engagement

Current use of ITSA’s Online Services

ITSA’s Client-Centric Surveys

Do you anticipate taking up ITSA’s new Online service offer-

ing?

YesNo/other

Are you aware of ITSA enhancing on-line service offerings?

YesNo/other

Is your organisation ready to start using ITSA’s Online Services now?

YesNo/other

Align with governme

nt policy

Better Tools for

Staff

Business Agility

Reduced cost of doing

business

Convenience of Self Service

Easy Access to

Quality Data

Consistency

Enterprise perspectiv

e

Implementing Resolve will bring

…

Where to from here

ITSA value proposition roadmap

New products

• New website and intranet• New ITSA client service charter• Profiles of Debtors 2011• Products available in other

languages

Questions?