DHA Annual Report 2012

Information and communications systems

Overview

During 2011–12, DHA continued the development of new and improved information technology solutions while sustaining business as usual capabilities. DHA is dependent on robust systems to support and deliver services—property management, leasing operations, customer relationship management, staff training and development etc. These systems support thousands of interactions every week with Defence members, builders, contractors, lessors, valuers, staff and government.

In particular, DHA has expanded its suite of online services for Defence members so that they can manage their interactions with DHA in this way, seven days a week. This work included a major upgrade to DHA’s online housing tool, HomeFind. Furthermore, DHA administers the payment of Rent Allowance to nearly 15,000 Defence members and in a significant development, commissioned new functionality in the DHA portal to enable members to submit their RA paperwork online. The response to this facility, especially in relation to the annual review of RA, has been excellent.

Some maintenance requests require the approval of Defence before work orders can be placed; this has the potential for time delays in starting work. During 2011–12, DHA and Defence jointly deployed a system to enable these requests to be submitted electronically.

The efficiency of DHA’s workforce has also been enhanced with the rollout during 2011–12 of the latest Microsoft desktop suite and a related collaboration platform that simplifies and enhances online communication between staff.