School of Computing and Information Systems The University of Melbourne
Copyright University of Melbourne 2021-2022
2022 – Semester 1 Week 4
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Software Processes & Project Management
Case Study
UK Passport Agency (1999)
Passport fiasco cost ~ £13m (~ £6m on extra staff), with a £16,000 bill (umbrellas)+ 500 spoilt holidays
UK passport Agency -new computerised processing system to replace an old system and provide more secure passports.
They aimed to introduce the system in their Liverpool and Newport offices before the summer busy period.
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Case Study
What happened- The timeline was tight
18 November 1998 suspended the rollout of the computer system.
February 1999, applications began to increase and processing times rose.
March 1999, the delays started to attract Parliamentary and media attention. The number of applications then rose steeply.
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Identifying Stakeholders & the Stakeholder Register
Internal Stakeholders
External Stakeholders
Shareholders
End Users / Customers
Board Members
Governments
Sponsor / Business Managers
Project Manager
Local Communities / General Public
Management
Other Related Institutions
Project Team
Competitors
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Case Study
What happened-
Stakeholder communication
Should’ve consulted the stakeholder communication plan- put in measures to engage with the media and the public
Instead they withdrew some staff from the telephones and moved them to processing applications.
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Case Study
The timeline was tight
Agency failed to provide enough time for staff to learn and adapt to the new system.
Failure to adequately assess the time needed to implement the system and lack of a contingency plan in the event of a problem
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Case Study
Stakeholder analysis
Agency could have increased their channels of communication to engage with their key stakeholders
Instead they altered their recorded message to advise callers to write to the Agency and provided a fax number. The number of written queries quickly exceeded the Agency’s ability to cope
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Case Study
Stakeholder analysis
Without adequate information the feeling of panic increased and applicants were forced to join queues of thousands outside the passport offices.
The Agency responded by buying umbrellas and luncheon vouchers.
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Case Study
£13m (~ £6m on extra staff)
£16,000 bill (umbrellas)
500 spoilt holidays
+ £9 million in lost business borne by Siemens Business Services
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References
[1] (05/03/2021) The Passport Delays of Summer 1999. [Online]
https://www.nao.org.uk/report/united-kingdom-passport-agency-the-passport- delays-of-summer-1999/
[2] (05/03/2021) Why Stakeholder Management is so important. [Online] https://www.stakeholdermap.com/importance-stakeholder-management.html
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