Documenting an identity authentication system

Federal government agency

Background

Identity fraud is a common problem around the world. Identification documents can no longer be absolute proof that a person is who they claim to be. There are certain identifying features that a person has that are unique and cannot be altered, including a person’s fingerprint and facial features.

Two government-commissioned inquiries recommended that fingerprints and other unique identifying information be obtained from people in federal detention and stored in a national database. In response, the Government introduced legislation requiring that certain identifying information, known as ‘personal identifiers’, be collected from people in federal detention.

Driver

To meet these new legislative requirements, the agency decided to introduce biometric equipment into its detention facilities. This equipment would enable the agency to collect and store the personal identifiers of detainees in accordance with the law.

What we did

The agency engaged a large IT consultant to provide an identity authentication solution, including the biometric equipment. The IT consultant engaged TP3 to develop the documentation and training to support the new system during the project's three stages.
 
For TP3, the project involved:
  • Becoming familiar with the equipment and companion system 
  • Designing and developing training resources (including instructor guide, participant workbook, and coaching guide) for the employees that would collect the personal identifiers (known as Collectors)
  • Developing coaching sessions to support the Collectors, including coaching notes and assessments
  • Creating the User Handbook for Collectors, which included the legislation, policies, processes and procedures for using the biometric solution 
  • Producing Posters and Quick Reference Guides for the IDCs to display in the detention facilities
  • Designing and delivering training to the centralised information centre, who reviewed and managed the captured biometric information 
  • Creating the User Handbook for the information centre, which included policies, processes and procedures for using the 'back end' system
  • Developing and delivering training to the IT Support / Helpdesk to ensure they could assist Collectors when system issues arose
  • Preparing a Troubleshooting Guide for system users and support staff, and
  • Briefing key managers within the agency on the biometric solution and the new legislation.

Business impact

All documentation and training was a success and positive feedback was received from the agency and the Collectors. TP3 were also contracted by the IT consultant to update the resources after the system's successful implementation.

More information

If you would like more information about this case study or how TP3 can support your system implementation, please contact us on 1300 658 388 or email info@TP3.com.au.