Implementing VCAT’s Digital Strategy October 2017

Our vision is that VCAT adopts a digital first approach to our systems and processes, modernises the way we service the community, and increases access to the Tribunal, better meeting expectations. VCAT will be an organisation ready to embrace future innovation as technology evolves.

The vision – in practice The Digital Strategy describes the way towards a fully electronic tribunal – where the lifecycle of a matter is managed digitally - from application to finalisation

costly transportation and storage two separate case management systems Starting position paper case file paper-based processes access limited to one person at a time costly transportation and storage two separate case management systems inconsistent and out-dated public interface security vulnerabilities inefficient processes frustration and disengagement from the customer-base. Section 1 - Overview

Steps 1, 2 and 3 Operational readiness Digital enablement The Digital Strategy is arranged in three stages – Primary, Secondary and Tertiary. Tertiary objectives are not possible whilst VCAT is dependent on paper and paper-based processes. Content discovery Online dispute resolution Content sharing Rich document content Unified systems Digital case file Document automation Digital Hearing Room Artificial Intelligence Strategy & Roadmap Remote hearings Base level operational readiness Online forms Workflow Consultation framework Primary (Start now) Secondary (2017 – 2019*) Tertiary (2019* onward) Operational readiness Digital enablement Enhanced services

Solution elements External (Internet) VCAT Internal Public Registry Practitioners Councils Registry Legacy Case Mgt Electronic Forms 1 - Applications 2 - Post initiation submissions 4 - Workflow 5 - Doc Automation 6 - Records Mgt Members 3 – eFile

Base elements Application Operational Infrastructure Application Layer The following diagram represents the three major components that represent the scope of the Digital Strategy. Each layer will be explored in the following pages Application Operational Infrastructure Application Layer Case Management Workflow Internet Portal Electronic Lodgement Electronic Case File Document Automation Records Management Operational Layer Operation Guides Service Delivery Model Disaster Recovery Business Continuity Service Level Agreements Vendor Management Infrastructure Layer Network & Internet services Server Infrastructure Desktop Applications Electronic Mail Security Hearing Room ICT Audio Visual Section 4 – Approach

Keeping things simple Managing change Focus on the mission System Breaking through barriers Keeping things simple Managing change Focus on the mission System Integration Perfection versus progress Change fatigue Enablement of the digital hearing Fossilisation of legacy Getting the right details right Section 3 – The Strategy