• Service delivery case studies

    Government agencies use ABR data to help with policy development for the delivery of community support services, education programs and surveys.

    The following case studies show how we have used ABR data to help communities:

    Note: If you have had success using ABR data and would like to share your story with other agencies, contact the ABR.

    Case study 1: DEDJTR validates records using the ABR web service

    The Department of Economic Development, Jobs, Transport and Resources (DEDJTR) regularly interact with businesses to support a productive, competitive and sustainable Victorian economy.

    The department recently integrated the Australian Business Register (ABR) with our Client Relationship Management (CRM) application.

    Integration with the ABR web service has:

    • enhanced the quality of data in the department’s CRM
    • made account creation and maintenance faster, easier and more accurate.

    The department creates approximately 200-300 new accounts per month and process time has been reduced from multiple minutes to less than one minute since the integration.

    Users have welcomed this new service and are pleased that it has resulted in a simpler process for creating new account records.

    Case study 2: Queensland Government's Office of Small Business improves the profile of business customers and capacity for client analysis by using the ABR web service

    The Queensland Government’s Office of Small Business (part of the Department of Employment, Small Business and Training) was looking to:

    • improve the detail and extent of the profile of its business customers
    • gain a deeper understanding of the nature of businesses with which it had dealings.

    They were specifically interested in:

    • understanding the challenges and issues faced by businesses that stopped trading
    • segmenting business customers, using a range of parameters such as  
      • location
      • industry type
      • GST and Australian business number (ABN) status.

    By connecting to the ABR, staff were able to pull a suite of customer data and apply it to the customer's record to:

    • perform more sophisticated analysis of businesses including identifying businesses that are
      • no longer trading (using inactive ABNs)
      • growing (using GST registration)
    • uniquely identify business customers using a single identifier (ABN)
    • maintain currency of customer information by performing periodic auto-refresh of ABR data
    • enhance the quality of business customer data, sourced from an authoritative single point of truth.

    The agency recognised savings that would have otherwise been spent manually obtaining, inputting and maintaining customer information or opportunities missed through poor data quality.

    This increased the overall effectiveness and efficiency of the agency’s functions and ability to report on customer relationships, in turn helping to support Queensland's small businesses and tourism industry.

    • Last modified: 22 Jan 2018QC 570