Belinda Burgess, Frank Cremen, Peter Johnson, David Mead
In 1992, the Australian Department of Veterans’ Affairs commissioned SoftLaw Corporation to build a compensations claims processing system as the cornerstone of their business process re-engineering project. This project aimed to turn around the performance and cost of administering compensation benefits. The resulting system, known as CCPS, is an innovative blend of tools, including an expert system, that completely transforms the delivery of compensation benefits to the Department’s clients. The success of CCPS means millions of dollars of savings in program administration. The client service improvements that have resulted were possible only with the use of the enabling technologies.