Gartner Research

Australian DHS Uses Customer Experience to Scale a New Claims System

Published: 07 June 2018

ID: G00367090

Analyst(s): Darren Topham , Kristin Moyer , Mary Mesaglio


Old mainframe systems are costly and hamper effective customer service. CIOs should focus on the customer- and staff-facing parts of the system by adopting new development frameworks such as GitHub and AngularJS while being persistent in selling the new system to the operations staff.

Table Of Contents

Case Study

  • Company Description
  • Problem
  • Solution
  • Results
  • Lessons

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.