Enhancing Process Management and Accountability: A Case Study on Department of Justice, Victoria, Australia

The customer in this case study is the Infringement Management and Enforcement Services (IMES) unit at the Department of Justice in Victoria, Australia. The unit, consisting of around 170 staff members, is responsible for improving road safety, reducing road trauma, civil compliance, collecting on debts, and dealing with the assets of crime. The team also manages support areas for the Department of Justice such as commercial and legal, finance, policy, contract monitoring, and business intelligence. Before the implementation of Promapp, the unit was struggling with process management and accountability due to the use of outdated and inefficient systems.

The Infringement Management and Enforcement Services (IMES) unit at the Department of Justice in Victoria, Australia, was facing significant challenges in managing and maintaining their data and processes. The unit, which is responsible for improving road safety, reducing road trauma, civil compliance, collecting on debts, and dealing with the assets of crime, was using Word and Visio to capture and manage data. This led to a lack of cohesion and consistency in their processes. There were multiple ways to follow procedures, often developed by individuals not directly involved in the day-to-day work. The staff had to work with complex systems, and information was hard to find. The ownership of the processes and procedures was unclear, and many were rarely updated. The induction process was also lacking, creating an environment where processes were not well communicated and often not followed.

To address these challenges, IMES decided to trial Promapp, a cloud-based process management software, for twelve months. The trial was aimed at ensuring that the software posed no risk to the business. During this period, IMES also evaluated other products to ensure that Promapp was the right choice. The team found that while one other product offered similar functionality, it did not match Promapp in terms of usability and fit with IMES’s needs. Promapp’s simplicity allowed staff to quickly understand how to manage and follow a process. It enabled staff to take ownership and control, improving workflow and accountability with processes that were standardized, documented, and easy to find. The induction of staff also improved, reducing the risk of errors. The software also provided access to the latest process knowledge and historical versions, and the ability to share draft processes. Other features included a glossary of terms and acronyms, a simple but powerful search function, configurable settings for email reminders, and online help from the Promapp team. IMES also added the risk add-on to their Promapp suite to manage risks and processes more effectively.

• The implementation of Promapp brought about significant operational improvements for IMES. The software's simplicity and intuitive design allowed staff to quickly understand and manage processes, leading to improved workflow and accountability. The processes became standardized, documented, and easy to find, reducing confusion and inefficiencies. The induction process for new staff also improved, reducing the risk of errors and speeding up the process. Access to the latest process knowledge and historical versions helped keep track of the evolution of a process. The ability to share draft processes ensured that all invested parties could contribute to the final product. The addition of the risk add-on to their Promapp suite also allowed IMES to manage risks and processes more effectively, instilling similar disciplines and knowledge management into that aspect of managing their business.