PUBLIC TRUSTEE AND GUARDIAN FOR THE ACT RECEIVING REWARDS FOR A SERIES OF TECHNOLOGY FIRSTS

Transformation projects of territorial government authorities uncover hidden gems.

With Smart App Business Solution’s assistance, the Public Trustee and Guardian for the ACT (PTG) launched a cloud-based Microsoft Dynamics 365 platform as a component of its Business Transformation Project in 2022. The new Dynamics platform is PTG’s first cloud infrastructure, enabling the company to gradually retire various legacy systems while delivering a central customer database and relationship management system. PTG benefits from a single source of customer data, more consistency and best practices in document development, better workflow, and better reporting to manage internal processes.

AT A GLANCE

INDUSTRY

Government, Legal

CHALLENGE IN BUSINESS
To eliminate the organization’s operational silos and out-of-date IT systems to increase efficiencies and improve the quality of PTG’s services.

SOLUTION

For the consolidation of customer data and the development and maintenance of all of the agency’s critical paperwork, an integrated, cloud-based CRM and content management system based on Microsoft Dynamics 365 was implemented.

OUTCOME

Improved business operations, service delivery, and a flexible platform for cost-effective and rapid deployment of future innovations and applications.

THE SITUATION

The PTG, An ACT Territory Authority, facilitates permanent and secure trustee, guardianship, and administration services for the ACT community. PTG provides:

  • Will-writing (where PTG is the executor).
  • Estate administration (under will or intestacy).
  • Acting as attorney for clients in the ACT under Enduring Power of Attorney (EPA).

PTG was created in April 2016 by merging Public Guardian and Public Trustee functions into a single organisation. As a result, PTG inherited several different IT business systems, including several client databases. PTG’s Will and EPA drafting software modules were out-of-date, had no workflow capabilities, and didn’t share common client data. ACT Government shared services agreements prevented several apps in use from being compatible with the Windows 10 upgrade. Under the Business Transformation Strategy, the organisation set various goals, including increasing community awareness of PTG’s services and products, implementing new technologies to address legacy issues caused by the merger, and supporting expected growth in demand from the ACT community of the program.

THE SOLUTION

CLIENT DATA CONSOLIDATION AND MOVE TO CLOUD

As opposed to developing its own Will drafting software or purchasing an off-the-shelf product, PTG licensed a system that was built by another organisation. Smart App Business Solution developed this customised solution, created on a Microsoft Dynamics 365 cloud platform, and tailored to PTG’s unique needs. Now, PTG has a centralised CRM system that consolidates client data. The Smart App Business Solution team worked with PTG and ACT Shared Services ICT (SSICT) to verify that the Microsoft Azure cloud met SSICT’s security and governance standards as well as that each party understood their responsibilities and obligations.

THE BENEFIT

THE HIDDEN TREASURE

Initially, PTG’s goal was to find a replacement for its Will drafting software. However, once we built the application on the Microsoft Dynamics 365 platform, PTG saw the actual value of the application. The company had purchased a comprehensive CRM system that would centralise customer information and a cloud platform that would allow them to add new services and applications in the future. This is PTG’s first cloud deployment, reducing the company’s reliance on on-premises systems while saving time and money. The company now has a centralised, single source of client data across the organisation. PTG’s cloud-based infrastructure allows users to use multi-factor authentication to access PTG systems via a web browser, anytime and from any device, as well as decreasing IT management costs. This allows workers to complete documentation while on the job, for example, making and finalising Wills in nursing homes or hospitals during an emergency. As a result, PTG will save time and money and be able to serve its clients better and satisfy urgent needs.

QUALITY ASSURANCE

PTG has been able to break down organisational silos, reduce many manual and complex processes, and consolidate its systems from multiple applications. As a result, 99% of all Wills are now entirely created in Dynamics 365, compared to an average of 80% and declining using the company’s old software. PTG’s principal value as an organisation is to foster a culture of excellence in delivering its services. Smart App Business Solution’s workflow management assures more consistency, quality, and best practise in preparing PTG’s core documentation. PTG defines success as significantly improving the organisation’s service quality and timeliness. Management reporting underpins the workflow, ensuring that best practises are followed, and that status visibility is maintained throughout the process.

STANDING ON OTHER SHOULDERS

PTG found a bespoke solution designed for a similar organisation that supplied much of the required capabilities after reviewing various systems. PTG estimated an upfront savings of at least 90% for the project because the other organisation was willing to transfer its intellectual property for free. This was evaluated by comparing the costs of developing the solution to paying for the development, licence, and maintenance of any commercially available software options.

FUTURE PERSPECTIVE

The Microsoft Dynamics 365 platform’s flexibility enables PTG to make continual incremental adjustments to capabilities as budget and business requirements dictate. PTG is now building the CRM system to combine data imported from the organisation’s financial systems and interact with the planned deployment of an electronic document and records management system (EDRMS) and new software modules for Guardianship and Private Managers. A precedent/letter drafting module was also recently commissioned by PTG. PTG will be able to implement specific online self-service alternatives for its clients in the future, thanks to the cloud-based technology, which will result in additional savings and service enhancements for the company.