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Department of Defence - Pay and Conditions Manual |
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Introduction
Department of Defence is responsible for managing Australia's defence forces, including the Army, Navy and Airforce.
Drivers for change
Department of Defence decided to improve the usability and readability of their existing Pay and Conditions Manual (PACMAN) in order to improve user access to and acceptance of important employment information. To support this initiative, Department of Defence needed to rewrite the existing Pay and Conditions Manual using a user-centred apporach to design and content development.
Challenges
The Department of Defence’s key challenge was to ensure the information in the Pay and Conditions Manual was up-to-date and easily accessible by a diverse range of Department of Defence users.
Solution
TACTICS worked closely with the Department of Defence to:
• Conduct focus groups and workshops with stakeholders to determine the scope
• User-centred design of the entire Pay and Conditions Manual
• Develop a prototype
• Undertake iterative user testing, of the structure and content
• Develop authoring standards and templates
• Rewrite the existing Pay and Conditions Manual using Information Mapping
• Engage stakeholders for ongoing feedback and acceptance of the structure and content
Deliverables
The key deliverable for this project was a revised Pay and Conditions Manual. The Manual was:
• more than 2500 pages in length
• scrutinised by the Senate. It was
• developed and tested using plain English principles, and
• authored to a year 10 English level.
The final product was launched by the Chief of the Defence Force, General Peter Cosgrove on 27 June 2005.
Results
TACTICS’ solution enabled Department of Defence to improve the usability and accessibility of the Pay and Conditions Manual amongst Defence Force personnel.
There was an 80% reduction in help desk calls in the first 6 weeks of its implementation.
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What the client has to say...
"I highly commend the commitment and responsiveness of the TACTICS managers and writers in resolving any emerging issues quickly in what proved to be an exceptionally complex and demanding project.
They worked with me and my staff in a productive team relationship, often going the extra distance to get the job done.
The rewrite would not have been possible without the effort and skills that TACTICS brought to bear."
- Director Conditions Information and Policy Services, Defence Personnel Executive.
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