Toll Transitions Automates Australian Defence Force Personnel Relocations, Cuts Processing Time from Two Days to 90 Minutes
 
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Toll Transitions Automates Australian Defence Force Personnel Relocations, Cuts Processing Time from Two Days to 90 Minutes

Toll Transitions provides removal and relocation services to 300 Australian organizations and government departments. Toll Transitions is part of Toll Group, a leading provider of integrated logistics services, which operates a network of more than 1,200 sites in 55 countries across Asia.

Toll Transitions implemented Oracle Policy Automation to provide Australian Defence Force (ADF) personnel with a better relocation experience, give them more certainty about their entitlements, and reduce the time to process relocations from an average of two days to 90 minutes.

 
Oracle Policy Automation Supports Company Growth

A word from Toll Transitions

  • “Packing up your family and possessions and moving to another location can be very stressful, particularly if you are in the armed forces. Oracle Policy Automation has enabled us to develop a system that provides 25,000 Australian Defence Force personnel each year with a better relocation experience, more certainty about their entitlements, and a single point of contact during a difficult time.” – Nigel Maloney, National Manager, Strategic Systems, Toll Transitions

Toll Transitions’ National Manager, Strategic Systems, Nigel Maloney, had been looking for a business rule engine for several years to help expand the organization’s footprint inside the Australian Department of Defence.

In early 2009, Maloney discovered Oracle Policy Automation, an application suite that could be used to automate the process of coordinating relocations for ADF personnel, including flights, temporary accommodation, allowances, and reimbursements.

In May that year, Toll Transitions signed a US$1.03 billion (AU$1 billion), five-year contract to provide removal and relocation services to the Department of Defence. Under the contract, Toll Transitions would relocate around 23,000 ADF personnel each year, and relocate a further 2,000 not requiring items to be moved.

The contract represents the organization’s expansion from a removal services provider, responsible for moving the personal items of personnel to offering full-business-process, outsourcing services covering other aspects of staff relocations, such as flights, temporary accommodation, and allowances.

“Packing up your family and possessions and moving to another location can be very stressful, particularly if you are in the armed forces. Oracle Policy Automation has enabled us to develop a system that provides 25,000 Australian Defence Force personnel each year with a better relocation experience, more certainty about their entitlements, and a single point of contact during a difficult time,” said Maloney.

 
Faster Personnel Removals and Relocations

 
Disagreements Easily Resolved, Auditing Process Automated

 
 

 
 

Challenges

  • Develop a business-process outsourcing solution that would streamline 25,000 personnel relocations at ADF each year
  • Expand Toll Transitions’ footprint inside the Department of Defence
  • Ensure ADF calculations are processed quickly and smoothly to reduce the stress on ADF personnel
  • Calculate relocation entitlements accurately, to eliminate errors and fraud, and prevent disagreements about claim amounts

Solutions

Oracle Product and Services

  • Met the requirements of a US$1.03 billion contract to supply removal and relocation services for 25,000 ADF personnel by using Oracle Policy Automation
  • Created a system that streamlines the task of relocating ADF members and automatically calculates personnel relocations, travel, disturbance, and meal allowances in three to four seconds
  • Reduced stress levels for ADF personnel by enabling staff to process simpler relocations in 30 minutes and standard relocations in 90 minutes to two hours, compared to an average of two days previously
  • Enabled staff to more accurately calculate allowances, ensuring personnel receive the exact amount they are entitled to by law and eliminating fraud and disagreements about how claims have been calculated
  • Fulfilled requests for random audits of multiple cases within half a day, and ensured auditing processes can be easily reviewed by the Auditor-General at the Australian National Audit Office
  • Helped ADF highlight and resolve anomalies in its documentation, providing people with a better understanding of the processes in the Australian Defence Force Pay and Conditions Manual

Why Oracle

Toll Transitions had been looking for a suitable business rule engine for more than 10 years before Maloney was introduced to Oracle Policy Automation.

“We looked at a few other systems, but we felt that nothing came close to Oracle Policy Automation,” said Maloney.

Implementation Process

Initially, Oracle Consulting built rules in Oracle Policy Automation from a chapter of PACMAN. Oracle convinced Toll Transitions—through a series of demonstrations—that Oracle Policy Automation would provide the organization with a unique point of difference, compared to other logistics companies.

Toll Transitions interfaced Oracle Policy Automation with its case management system before hiring a software programmer who understood how the solution’s business rules engine worked.

“There are 12,000 entries in the PACMAN decision tree so it was a 12-month process,” said Maloney. “But it was more than worth it because of the automation that it provides to the Department of Defence, and the efficiencies we have achieved as a result.”