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Case study - Transactional Digital Services Program

The protection of IP is crucial to fostering innovation and enabling businesses to gain commercial benefits from their idea, invention or brand. The Transactional Digital Services (TDS) Program has re-imagined the filing experience for all IP Australia customers, through large-scale digital transformation of our transactional platforms, to make applying for and managing IP rights easier for Australian businesses.

Modern Agile and DevOps methodologies underpin this government-leading technical delivery, with rapid, high-quality feature releases delivered to production during 3-week development sprints.

Our application programming interface solution provides a streamlined experience, allowing businesses to seamlessly integrate their technologies with our systems. By leveraging structured data, the solution enables automation and real-time data validation – improving our service delivery in line with current expectations.

We applied a customer-led delivery approach, which ensured IP Australia’s customers were involved at each stage of the design and ongoing build of the new online services platform. Since the soft launch in October 2020, more than 6,000 customers have used the new platform and provided an average feedback rating of 4.5 out of 5.0.

To ensure continuous improvement, the program developed underlying advanced analytics that allow the agency to better understand customer behaviour and real-time sentiment when using the new platform. The success of the program reflects the Australian Government’s commitment to ensure services are delivered seamlessly and efficiently, when and where they are needed.