Applications

Project overview

The department had developed several bespoke systems to administer tariff rate quotas over time. These met needs when built, but effectively resulted in multiple models delivering the same core need. The challenge was to address export business needs with an elegant service design, enabled by a single place for DAFF staff to administer quotas. The solution needed a design for both the present and future, enabling flexibility to onboard new quotas when required without major customisation. Previous attempts had not addressed that problem, inadvertently increasing fragmentation as a result. A design-led approach was needed to deliver on the task.

What we did for this project

The team led a comprehensive design process that challenged the long-held approach of delivering quota systems as IT projects. Collaborating with DAFF colleagues, and informed by research with export businesses, a roadmap and strategy was developed. A unified approach for administering quotas was designed, distilling underlying requirements to streamline workflow and remove differences from years of fragmentation. Designing core functionality to work for all quotas, ensured the solution worked for current and future quotas. Throughout delivery, the team ensured each decision aligned to the strategy. Continuous discipline was possible as the team that created the strategy was executing the strategy.

Project results

The strategy solved the problem in a comprehensive way that wasn’t achieved in the past. The foundation for delivering quota services has fundamentally changed. All quotas can be administered from one place and a manager can configure the system with less involvement from developers. The flexibility of the design approach is proven, with new markets onboarded within the first 6 months of development without the need for custom features. Some exporters are getting their quota certificates faster. The solution is ready to deliver additional benefits as other parts of the agricultural exports ecosystem come online in the Export Service. New product implemented and replacing legacy systems. We won the good design award for strategic design in 2024.