Dept of Veterans’ Affairs Transitions Finance Functions to TechnologyOne

The Department of Veterans’ Affairs (DVA) is undergoing a significant digital transformation, which includes the implementation of a new cloud-based financial management system as part of a comprehensive, decade-long IT modernization effort. This upgrade aims to replace DVA’s outdated legacy financial management system, QSP Financials, with a modern, cloud-based solution from TechnologyOne. The shift to the TechnologyOne platform is a key component of DVA’s broader strategy to modernize its operations and enhance service delivery for veterans. The project is expected to be completed by the end of 2025, and once fully operational, it will allow DVA to operate more efficiently, offering better services and quicker responses to the needs of the veteran community.

The decision to transition to a cloud-based financial management system is aligned with DVA’s wider technology overhaul, which forms part of the 10-year Digital Resilience Roadmap that was developed by the department in 2022. The roadmap is a comprehensive guide that outlines the steps DVA will take to improve its digital capabilities, enabling it to meet the demands of a rapidly evolving digital landscape while enhancing its ability to provide timely and efficient services to veterans. The roadmap also seeks to address some of the current limitations in DVA’s IT infrastructure and processes, ensuring that the department is well-equipped to handle future challenges and opportunities in the delivery of veteran services.

In addition to the financial system upgrade, DVA is also carrying out an ICT modernization program in response to the Royal Commission into Defence and Veteran Suicide. This program focuses on improving the way DVA manages veteran claims, with the goal of making the process more streamlined and responsive. The Royal Commission highlighted the need for DVA to modernize its systems in order to provide better support for veterans and to ensure that claims are processed in a timely and efficient manner. As part of this modernization, DVA has updated its MyService application, which now integrates seamlessly with Service Australia’s myGov app. This integration allows veterans to access a wider range of services through a single platform, simplifying the process of engaging with DVA and making it easier for veterans to access the support they need.

In the 2024 federal budget, DVA was allocated $8.4 million over two years to pilot a new ICT solution that will improve case management and workflow management capabilities. This funding will support the development and implementation of a modern case management system to replace the existing Open Arms case management solution. The new system will streamline workflows, enhance communication, and provide DVA staff with the tools they need to manage cases more effectively. While the specifics of the new system are still being determined, the pilot project will allow DVA to test and refine the solution before rolling it out more widely.

As part of its ongoing commitment to modernizing its technology infrastructure, DVA has also sought contractors to assist in the development of a comprehensive ICT and Digital Future State Strategy. This strategy will provide a roadmap for the agency’s long-term digital goals, ensuring that future technology investments are aligned with the evolving needs of DVA and the veteran community. The strategy will focus on the implementation of “best-of-breed” solutions for core ICT capabilities, which can be integrated and reused across various departments and processes within the organization. This approach will enable DVA to leverage its technology investments more effectively, ensuring that resources are utilized in the most efficient and impactful way possible.

One of the key priorities for DVA’s future technology strategy is to ensure that its systems are interoperable, meaning they can seamlessly exchange data and work together across different parts of the veteran support system. This will help eliminate silos and enable better collaboration between DVA and other service providers, ultimately leading to improved service delivery for veterans. Additionally, DVA has expressed a preference for low-code or no-code ICT solutions, which allow for faster development and easier customization of software applications. This approach will enable DVA to respond more quickly to changing needs and requirements, ensuring that the department can continue to meet the evolving expectations of both its internal stakeholders and the veteran community.

The broader goals of DVA’s digital transformation are not just about improving internal operations but also about enhancing the overall experience for veterans. By modernizing its systems, DVA aims to provide more personalized, timely, and efficient services to those who have served the nation. The department’s digital transformation efforts are critical for ensuring that veterans have access to the support they need, whether it’s related to pensions, compensation claims, healthcare, or other services. With the successful implementation of these projects, DVA will be better positioned to deliver on its mission to support veterans, their families, and the broader veteran community in a more effective and efficient way.

Ultimately, the success of DVA’s modernization efforts will depend on the seamless integration of new technologies, careful project management, and a commitment to continuous improvement. With its focus on digital resilience, interoperability, and innovation, DVA is taking important steps to ensure that it can continue to provide high-quality services to veterans for many years to come. By leveraging the latest technologies and adopting a forward-thinking approach, DVA is positioning itself to meet the challenges of the future while delivering on its promises to those who have served the country.