1. Implementing VCAT’s Digital Strategy
October 2017

2. 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.

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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