This policy describes the requirements for entities planning digital investments involving Customer Relationship (CRM) platforms.
Applicability
Digital investment proposals are assessed against this policy by the DTA through the Digital and ICT Investment Oversight Framework (IOF).
Commonwealth entities are encouraged to apply this policy to all digital investments.
Policy requirements
-
Comply with legislation
An entity must comply with any legislation relevant to its circumstances. Special attention should be dedicated to ensuring compliance with Australian Privacy Principles.
-
Align to guidelines and standards
All Commonwealth entities must comply with the Protective Security Policy Framework, and as well as any other mandatory frameworks, policies, and standards.
-
Align to CRM archetypes
Aligning requirements business to a CRM archetype gives a focal point for assessment of solution suitability and identification of previous investment.
-
Adopt a customer-centric approach to designing CRM systems
Development of overarching strategies and measures for CRM solutions will enable delivery of services that are seamless, inclusive, and accessible by design.
-
Determine needs within an extended set of CRM features
Consideration of a series of extended CRM features against entity needs will assist with forward-thinking assessment of potential solutions.
-
Ensure the security of government and customers
Fit-for-purpose identity and access management and authorisation of users is key to effectively and safely managing customer data.
-
Prioritise integration
Setting and enforcing of rules, standards, and protocols for integration ensures efficient and effective interoperation and a single source of truth for key data points.
-
Monitor innovation and emerging trends in CRM
Awareness of emerging technologies such as artificial intelligence, machine assisted decision making, and big data analytics available in CRM solutions will facilitate suitable incorporation of these technologies and ensure fitness for purpose through the life.
-
Adhere to reuse principles
Entities must give priority to the adoption of reuseable digital and ICT solutions, patterns, or knowledge, and, where necessary, design new solutions with a focus on future reuse.