Services Australia Revamps Intranet Due to Disjointed Internal Information Accessibility

Brief Overview

• Services Australia plans to reintroduce its M365 SharePoint-based intranet in mid-July.
• The new design intends to establish the intranet as the key resource for operational data.
• Key objectives of the redesign include personalisation and focused content delivery.
• The intranet faces competition from other internal communication tools.
• Diverse yet constructive feedback gathered from alpha testing will inform the redesign.
• Microsoft Copilot could improve search functionality and data accessibility in the future.
• The agency is anticipating advancements from Microsoft, such as an upgraded calendar app and dark mode.

Services Australia Set to Revise Intranet with Personalisation at its Core

Services Australia is preparing to relaunch its M365 SharePoint-based intranet in mid-July, with the goal of reinstating it as the central point for operational information within the agency. The redesign aims to tackle challenges of fragmented access to internal information and redundancy, positioning the intranet as the “principal source of truth” for staff.

Image credit: Services Australia/Swoop

Tackling Internal Communication Issues

Jillian Harding, Director of executive communication and events, noted at the SharePoint Intranet Festival that internal research indicated the intranet competes with platforms like Viva Engage. The agency faces a systemic issue of information overload and redundancy, which the redesign aims to alleviate.

Emphasising Personalisation and Targeted Content

The redesign prioritises the personalisation of the intranet experience and the targeting of content to distinct user groups. Harding expressed optimism that these changes will lessen the necessity for localised information management across the agency, enabling business units to publish and target content more efficiently.

Challenges in Feedback and Customisation

Michael Papacharalambous, assistant director of the intranet project, stressed the careful and iterative process undertaken during the redesign. Feedback from alpha testing was varied yet invaluable, underscoring the importance of customisation to cater to the specific needs of the agency’s 20,000 service delivery personnel.

Looking Forward: Beta Testing and Enhancements

The beta stage is scheduled for June, involving a larger user group to trial the new functionalities. Although a mid-July launch is the target, timing may be adjusted due to the end-of-financial-year workload. Anticipated future improvements may include Microsoft Copilot integration and long-term technical advances from Microsoft, such as an enhanced calendar app and dark mode for greater accessibility.

Conclusion

The intranet overhaul by Services Australia aims to centralise operational information, minimise overload, and boost personalisation for various user groups. Through addressing feedback and implementing necessary customisations, the agency seeks to significantly enhance the user experience.

Q: What is the primary objective of the intranet redesign?

A: The primary objective is to position the intranet as the main source of truth for operational information while reducing information overload and redundancy.

Q: How does Services Australia intend to personalise the intranet?

A: The agency aims to provide targeted content delivery and enable business areas to publish and target content for specific user groups.

Q: What feedback was gathered during the alpha testing phase?

A: The feedback was diverse but pointed out the necessity for clear navigation and easy access to frequently used links, particularly for service delivery staff.

Q: What future enhancements are expected?

A: Anticipated future enhancements may involve Microsoft Copilot integration for improved search capabilities and technical advancements such as a more sophisticated calendar app and dark mode for accessibility.