WGEA launched an end-to-end reporting platform on the Salesforce Customer 360 for Government, built on the AWS Hyperforce infrastructure. It gives the team a set of digital tools to:

• Support a secure one-stop reporting portal with self-service functionality for entities sharing their yearly data as mandated

• Facilitate on-demand report generation where reporting entities can download several reports, like individual company data or whole industry benchmarking reports 

• Provide a detailed knowledge base to assist reporting entities with service desk capabilities for additional support

• Enable real time data analysis for customer data quality feedback and automated analysis for the WGEA team

“It’s the brain of the organisation, and,at the centre of all our operations," said Felicity Leyne, Technology Platform Lead at WGEA.

Here's how it works.

Reporting entities log into a secure portal built on Experience Cloud where they can directly provide their yearly reporting data using a questionnaire built on Public Sector Solutions OmniScripts. Self-service functions allow organisations to manage their organisations profile and their reporting data, make any administrative updates, and access a self-service knowledge base to help them understand how and what information to report. The portal also provides a service desk and support ticketing system so that customers who need additional help entering data or have a query not covered in the knowledge base can connect with the WGEA team directly. Built with Salesforce Digital Engagement, queries are linked directly to the entity's record in the system, giving WGEA a view of their activity and the ability to add case notes directly.

Once submitted, the reported data goes through a quality check. This is facilitated by Lightning Platform, which drives automation and workflows, and Mulesoft which helps to connect data across systems with APIs. Shield was layered on to help bring an additional layer of security to the system.

Data analysis is automated with Tableau, providing real-time insights and powering a series of dashboards and reports, which can be shared with reporting entities, industry stakeholders, Parliament - and even individual Australians, as all public data is shared on the WGEA Data Explorer and by the WGEA Communications via awareness campaigns using Marketing Cloud.

"The platform is a complete package. It's more than just a set of scorecards or a way to ingest data. Nearly everything that the Agency does is done via the platform," shared Leyne.

Since going live, the system has shown a number of qualitative impacts, including giving the team the tools to:

• Provide a one-stop digital environment for all users: "The development of the system-based analysis of data was a big step forward, enabling reporting organisaitons’ to submit and validate their data without additional, after the fact processing," said Douek.

• Automate workflows, helping to reduce duplicate data requests and drive operational efficiencies: "For example, we can leverage data held in different parts of government, cutting down duplicative requests, which makes us faster and more efficient," explained Tonkin.

• Analyse and optimise their data for actionable insights: "We're able to translate all this data into meaningful insights in many ways. Boards can use it to drive change within their own organisations or an industry. The data is also used for research, education advocacy work. We use it to showcase leading practice by high-achieving organisations, and Australians can use it to make informed decisions about career moves and potential employers," Leyne shared. 

• Respond with agility as their mission evolves: "The platform has really been able to just adapt and grow as we've needed it to. It's used by every member of the agency every day - it literally comes up in every meeting," said Douek.