Census 2016 Case Study Part 2

Background | Census Day Chronology

This is a case study of the Australian Bureau of Statistics’ 2016 online census project as a portrait of complete management failure by government, the ABS, and its principal contractor, IBM. The case study is split over several pages because of its length. The table of contents below offers quick navigation to the various sections. Scroll down to read the contents of this section.

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Census 2016 Case Study Part 3

Analytical Framework | Business Process Management

This is a case study of the Australian Bureau of Statistics’ 2016 online census project as a portrait of complete management failure by government, the ABS, and its principal contractor, IBM. The case study is split over several pages because of its length. The table of contents below offers quick navigation to the various sections. Scroll down to read the contents of this section.

Continue reading “Census 2016 Case Study Part 3”

Census 2016 Case Study Part 4

IT Service Management | Enterprise Architecture

This is a case study of the Australian Bureau of Statistics’ 2016 online census project as a portrait of complete management failure by government, the ABS, and its principal contractor, IBM. The case study is split over several pages because of its length. The table of contents below offers quick navigation to the various sections. Scroll down to read the contents of this section.

Continue reading “Census 2016 Case Study Part 4”

Optus support disasters: Bureaucratic inertia destroys service

What follows is the draft of a letter I wrote in preparation for speaking to an Optus representative at management level about my ‘home user’ experiences with the company. The promised call-back never came, but the text accurately represents my experiences.

There are no words to describe the frustration of dealing with the monolithic, unresponsive and arrogantly indifferent bureaucracy Optus has grown into in just ten years. A decade ago I changed all my services from Telstra to Optus for that very reason: abysmal customer focus and service from Telstra. Today I wonder whether I don’t need to do the same thing again, finding a smaller and more customer focused provider actually interested in addressing my needs, supplying good service, and resolving any problems I might have with that service.

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