Cue-X Case Study: Geoscience Australia
Geoscience Australia first contracted CUE-X Senior Partner in 2013 to utilise his extensive knowledge of the environment, process and people.
The department contracted CUE-X Partner again in 2020 to conduct a strategic review of its enterprise stakeholder management platform. Key issues it faced included a growing number of standalone COTS stakeholder solutions and strong internal demand to replace it.
Besides scoping the potential $ 20 million + replacement cost and sunk investment, CUE-X navigated several sensitive design and system issues, limited user understanding, misinformed prejudices and a popular yet unviable business case.
A shared understanding of the Nine Critical CRM Building Block Framework.
Employing his Agile CRM Heatmap and voice of the user analysis, helped department personnel discover the incumbent CRM platform was not the root cause of the issues. Instead, ill-designed, disparate processes, inadequate attention to architecture, over customised enhancements, while ignoring free robust out of the box functionality.
Given its financial impact ($20m+), CUE-X proposed, and the client accepted, the wisdom of conducting three concurrent proof of concepts around a needed new use case. Utilising the incumbent platform and two other major CRM players, CUE-X Program managed three agile teams over forty days to produce functionality based on identical requirements, budget, and brief.
The three vendors showcased their product – a complex multi-stage, highly sensitive native land access, approval and collaboration module and all personnel gave anonymous feedback.
The consensus achieved through the POC and the final report resulted in the department:
1. Retaining its incumbent CRM platform
2. Integrating CRM applications before deciding to custom build them in the platform
3. Establishing an empowered cross-divisional CRM user group to champion enhancements and address network, hardware, and "bug" issues as they emerge.
4. Evaluating and integrating specialised COTS modules vs customised development.
5. Formalising a requirement, approval, evaluation and implementation process
6. Embedding organisational change management disciplines for technology adoption
About CUE-X
CUE-X has a team of experienced consultants and contractors that work across many of the major federal government agencies. CUE-X specialises in the advice, delivery, management, recruitment, training and development of ICT programmes, voice of customer, customer data, business transformation, programme management and organisational change. Dan Marks is the Chief Executive Officer of CUE-X and has more than 20 years experience across government, Australian and global organisations. Dan is based in Canberra and works in government across major ICT program delivery. For more information go to www.cue-x.com
