Welfare
Millions of citizen records to be acquired, shared, improved, updated, archived, retrieved and disposed of when necessary. Complex databases from varying sources. Quick access needed to clear and accurate details you can work with to serve people. A great many interactions with the same individual calling for support to help fight fraud. The need to facilitate customised messaging. Mastersoft can help.
Centrelink assists millions of people to become self-sufficient, whilst supporting those in need. It delivers a range of government services and payments, supported by a clearly defined customer service charter. Over 300 Customer Service Centres Australia-wide, more than 20 Call Centres, 500 agents and access points in remote areas plus services provided through the web. Opportunities presented to Mastersoft for data to serve specific needs better, were in depth.
Mastersoft responded to an open tender for the supply, implementation and ongoing support of an improved solution to parse, standardise, validate and geocode names, addresses and related information around citizen records. Looking to improve the integrity of data and return on value through increased efficiencies. Australia Post Delivery Point ID matching would save on postal costs for starters. Geospatial analysis would also give the ability to streamline service delivery, by ensuring adequate resources were deployed at appropriate locations. Clearer reporting and easy integration of the new technology with existing applications, also very important.
Mastersoft was successful in winning the tender.
The Harmony solution we implemented is configured and refined based on Centrelink’s own business rules. This allows exception handling to be automated, avoiding manual intervention and having to employ specialist developers to hard-code rules into the system. Our patented IRIS parser and Harmony's world leading inference matching also plays a key role. Combined with geospatial coordinates across 15 million records, Centrelink can now also effect really sophisticated reporting.
