Archives: Case Study

PROJECT OVERVIEW

An AI-powered Web Scraping Agent built on AWS Bedrock AgentCore that automatically reads, navigates and retrieves content from a target website to answer user questions with a full source citation.

PROBLEM STATEMENT

Organisations waste time manually searching websites and answering repetitive questions, while users struggle to find accurate information which leads to delays and increased support workload.

• Manual ticket handling and repetitive query resolution by support teams
• Scattered site content, which requires users to search multiple pages
• Heavy reliance on support workers for questions that could be self served
• Risk of inaccurate answers when staff respond without checking the source
• Limited visibility into recurring support trends and common queries

SOLUTION OVERVIEW

Implemented an AI-powered Web Scraping Agent to automate website content retrieval and response generation.

• Provides answers based on verified website content
• Provides context aware conversations for follow up queries
• Ensures isolated user sessions
• Automatically crawls and discovers relevant content across the site
• Cites the exact source page URL for every response provided
• Suggests three contextual follow up questions after every query
• Accessible via a simple chat interface embedded in AFIVE

METHODOLOGY

Step	Stage	Description
1	User Queries	User types any question in the agent chat window
2	Application Routes	AFIVE routes the question to the Web Scrape Agent
3	Agent Navigates	Agent reads the website, scores links and follows the most relevant pages up to 5 levels deep
4	LLM	Scraped content is sent to the LLM for response generation
5	Final Response	A clear, structured response is returned with the source URL cited and 3 follow up question

KEY FEATURES

Web Crawling

• Parallel scraping with up to 5 simultaneous page requests
• Query based link scoring, agent follows the most relevant pages first
• Configurable crawl depth, page limits, and content size caps
• Deduplication of URLs to avoid repetitive scraping

Two Model Architecture (Not fully implemented)

• For the questions which require scraping: Nova Micro will be used for content extraction, Claude Sonnet 4.5 will be used for reasoning
• For the follow up questions, which do not require scraping: Claude Sonnet 4.5 will be used for extracting the content (which is stored in Bedrock AgentCore Memory), Nova Micro will be used for reasoning

Document Support

• Detects embedded document links on scraped pages
• Depending upon the client requirements, two approaches are implemented: The agent is programmed to read the docs and give the content and also it is programmed to just give the links to those docs and not read the content

Rate Limiting and Usage Control

• Combined identity tracking via Device ID, Cookie ID, and IP
• For Guest Users: Once they reach 5000 tokens, CAPTCHA is returned and before email verification, the tokens are extended till 10,000
• For Logged Users: After Email Verification step, the tokens are extended till 50,000, once the user hits that limit, the user will have to wait for 24 hours to use the agent

TECHNICAL ARCHITECTURE

Technologies Used

Component	Technology
AI Agent Runtime	AWS Bedrock AgentCore
Agent Framework	Strands Agents SDK (Python)
Large Language Model	Claude Sonnet 4.5 and Nova Micro
Conversation Memory	AWS Bedrock AgentCore Memory
Web Scraping	Python (BeautifulSoup)
Chat Interface	Gradio (Python)
Embedding Platform	AFIVE (Azure)
Secrets Management	AWS Secrets Manager
Network Security	AWS VPC
Monitoring	Amazon CloudWatch
Access Control	AWS IAM, JWT Tokens

Service Implemented

• AWS Bedrock AgentCore Runtime and Memory
• Claude Sonnet 4.5 and Nova Micro via Amazon Bedrock
• Strands Agents SDK with A2A protocol support
• Redis content caching including TTL
• AWS Secrets Manager for all configuration and credentials
• AWS VPC with private subnets and security groups
• Amazon CloudWatch for logging, tracing and monitoring
• Gradio chat interface

Security & Governance

• Access controlled IAM role, only authorised systems can invoke the agent
• JWT tokens used between AFIVE and the agent
• Agent reads only the public website content
• Each user session and conversation history fully isolated
• All credentials stored in AWS Secrets Manager
• Amazon Bedrock Guardrails to prevent inappropriate responses
• Rate limiting and token budget limits to prevent cost overrun

BENEFITS

Operational Benefits

• Reduced support team workload for common and repetitive queries
• Consistent and accurate responses sourced from live website content
• Full source URL citation on query
• Scalable to any public website with configuration changes

Business Benefits

• Enhanced user satisfaction through accurate self service
• Scalable support operations across departments and websites
• Enterprise grade security and governance
• Reusable solution deployable across multiple client websites

FUTURE STEPS

URL Caching

• If multiple users scrape same URL, it should return the cached result
• Vectorisation
• Planning to implement a separate DI agent, were the agent reads the doc content
• Planning to create a Multi Agent Orchestration: Webscrape Agent, DI Agent

PROBLEM STATEMENT

Organisations often face delays in resolving recurring IT issues due to:

• Manual ticket handling processes
• Fragmented troubleshooting resources
• Difficulty identifying the correct service category
• Heavy reliance on IT support teams
• Limited visibility into recurring support trends

These challenges impact operational efficiency and increase resolution times.

SOLUTION OVERVIEW

Implemented an AI-powered IT Support Agent using Microsoft Copilot Studio to streamline employee support operations within Microsoft Teams.

Key Features

• Employees can raise IT issues directly through Microsoft Teams using a conversational interface.
• Intelligent search across SharePoint Knowledge Base for troubleshooting articles and historical resolutions.
• Automated generation of step-by-step troubleshooting guidance and recommended solutions.
• Real-time status updates and notifications within Microsoft Teams.
• Automated escalation workflows for unresolved, high-priority, or business-critical incidents.
• Intelligent ticket routing based on issue category and severity.
• Centralised conversation logging and support tracking.

TECHNICAL ARCHITECTURE

Technologies Used

Component	Technology
AI Agent Platform	Microsoft Copilot Studio
Collaboration Platform	Microsoft Teams
Workflow Automation	Power Automate
Knowledge Base	SharePoint Online
Data Storage	Dataverse
File Storage	Azure Blob Storage
Monitoring	Application Insights
User Interface	Adaptive Cards

SERVICES IMPLEMENTED

• Copilot Studio Orchestration
• OCR-based Image Processing
• Azure Blob Storage Integration
• Power Automate API Integrations
• Dataverse Conversation Logging
• SharePoint Knowledge Base Retrieval
• Adaptive Card Response Framework
• Application Insights Monitoring

BENEFITS

Operational Benefits

• Faster IT issue resolution
• Reduced support team workload
• Improved employee self-service experience
• Consistent troubleshooting process
• Centralised support knowledge management
• Enterprise-grade security and governance

Business Benefits

• Improved support efficiency
• Reduced response and resolution times
• Better visibility into recurring IT issues
• Enhanced employee satisfaction
• Scalable support operations across departments

BUSINESS IMPACT

Before Implementation

• Manual ticket creation and assignment
• Dependency on IT support personnel
• Delayed issue resolution
• Knowledge scattered across multiple systems
• Limited reporting and trend analysis

After Implementation

• AI-assisted issue resolution
• Automated ticket routing and escalation
• Faster employee support experience
• Centralised knowledge access
• Improved visibility into support trends and performance metrics

OUTCOME

The AI-powered IT Support Agent significantly improved IT service operations by automating support workflows, enabling employee self-service, reducing manual effort, and accelerating issue resolution across the organisation.

Key Results

• Reduced support workload
• Faster incident resolution
• Improved employee satisfaction
• Better operational visibility
• Increased scalability of IT support services

BUSINESS CHALLENGE

A NSW Government agency identified the need to automate a number of critical business use cases to improve release confidence and reduce manual testing effort across key systems.

Manual validation of these use cases was time-intensive and increasingly unsustainable within evolving delivery cycles. As system enhancements were introduced, regression effort continued to grow, placing pressure on release schedules and quality assurance processes.

The agency required a structured automation capability that would:

• Automate selected high-priority business use cases
• Reduce dependency on manual regression testing
• Improve consistency and repeatability of test execution
• Provide reliable validation prior to release
• Establish a scalable automation foundation for future expansion

To meet this requirement, Adactin was engaged to deliver Test Automation as a Service (TaaS) using Tricentis Tosca, under a managed services construct.

STRATEGIC SOLUTION

Adactin implemented a structured Test Automation as a Service model to design, develop, configure, and execute automated test cases for the identified business use cases.

The approach focused on:

• Establishing a robust Tosca automation framework
• Designing reusable and maintainable test artefacts
• Executing automated validation aligned with release cycles

The engagement ensured automation was delivered in a controlled and scalable manner, aligned to the client’s quality objectives.

AUTOMATION FRAMEWORK ESTABLISHMENT

Adactin designed and configured an automation framework leveraging Tricentis Tosca to support model-based test automation.

Key activities included:

• Environment configuration and Tosca workspace setup
• Module creation and object identification
• Test case design using Tosca’s model-based approach
• Reusable component development
• Test data configuration and parameterisation
• Reporting and execution configuration

The framework was designed to:

• Enable modular and reusable test components
• Simplify maintenance through model-based updates
• Support efficient regression execution
• Allow future scalability as additional use cases are identified

This foundation ensured long-term sustainability of the automation capability.

WORKFLOW AUTOMATION DEVELOPMENT

Adactin collaborated closely with business and technical stakeholders to translate business use cases into automated test scenarios.

Activities included:

• Business process analysis and decomposition
• Test scenario design and mapping
• Development of automated test cases within Tosca
• Data-driven configuration
• Validation of end-to-end process flows

Automation coverage focused on critical transactional paths and high-risk areas to maximise impact and value.

All scripts were developed with maintainability and reusability in mind, ensuring efficient ongoing support.

AGILE DELIVERY AND MANAGED SERVICES MODEL

The engagement was delivered under Adactin’s Managed Services model, providing the client with dedicated automation expertise without the need to internally build specialist capability.

Adactin provided:

• Tosca automation specialists
• Test analysts for business use case translation
• Ongoing script enhancement and optimisation
• Execution management and coordination
• Structured reporting and stakeholder updates

Automation development and execution were aligned with release cycles to ensure timely validation prior to deployment.

INTEGRATION INTO QUALITY GATES

As part of the engagement, automated test cases were incorporated into the client’s testing lifecycle to strengthen release governance.

Automated execution enabled:

• Repeatable validation of critical business scenarios
• Early identification of regression defects
• Improved release readiness assessments
• Reduced risk of production defects

This integration improved confidence in system stability and enhanced overall quality control mechanisms.

REPORTING AND QUALITY VISIBILITY

Adactin implemented structured reporting processes to provide stakeholders with clear insight into automation outcomes.

Deliverables included:

• Execution reports detailing pass/fail outcomes
• Defect identification and tracking support
• Regression coverage summaries
• Traceability between business use cases and automated scripts

This enhanced transparency and supported informed decision-making during release planning.

BUSINESS OUTCOMES

The Test Automation as a Service engagement delivered tangible operational improvements.

• Reduced Manual Testing Effort: Automation of selected business use cases significantly reduced repetitive manual validation activities.
• Improved Consistency and Repeatability: Model-based automation ensured reliable and standardised execution across releases.
• Enhanced Release Confidence: Automated validation strengthened pre-release assurance and reduced regression risk.
• Scalable Automation Foundation: The Tosca-based framework provides a platform for expanding automation coverage in future phases.
• Sustainable Managed Capability: Through the TaaS model, the agency gained access to specialist automation expertise without increasing internal resource overhead.

BUSINESS CHALLENGE

The client, a 160-year-old global medical technology leader operating in more than 100 countries, provides hospitals and aged-care facilities across Australia and New Zealand with a wide range of orthopaedic and wound care devices. Many of these devices are supplied under a pay-per-use model, where billing only begins when a device is actively used on a patient.

The issue was that every step of this usage cycle was managed manually. Hospital staff had to phone or email the client’s customer service team whenever a device was used, not used, discharged with a patient, transferred to another department, or returned. Given the sheer size of hospital ecosystems, with multiple departments, rotating staff, and frequent equipment movement, the process became unreliable. Devices routinely went missing or were unaccounted for, usage records were incomplete, and hospitals often reported discrepancies in billing.

This lack of accurate, real-time tracking caused delays, lost revenue, operational inefficiency, and poor customer experience. The client also lacked visibility into how devices were used across departments, making it difficult to identify trends, utilisation gaps, and sales opportunities. There was a clear need for an integrated digital platform that could provide transparency, streamline workflows, and restore confidence among both customers and internal stakeholders.

STRATEGIC SOLUTION

Adactin designed and developed the Smart Plus Portal, a comprehensive, cloud-based medical device management system that transformed the entire lifecycle of device tracking into a seamless digital experience. Built specifically to replace manual spreadsheets, emails, and phone calls, the portal offers a unified platform that connects the client with its customer sites in real time.

The solution models every stage of the device journey, from dispatch to active use on a patient, servicing, inter-department transfers, and the return journey back to the warehouse. By capturing this complete lifecycle, the portal ensures that every usage event is recorded at the exact moment it occurs, eliminating the ambiguity that previously led to billing disputes and device loss.

To support the complex operational structure of hospitals, the portal introduced a sophisticated role-based hierarchy that caters to department users, hospital administrators, customer service teams, sales representatives, sales managers, and backend administrators. Each role is presented with customised dashboards, workflows, and access levels, allowing every stakeholder to see only the data relevant to their responsibilities.

The platform also integrates directly with the client’s SAP system, enabling automatic synchronisation of accounts, devices, and sales territory information for more than 250 sales staff across Australia and New Zealand. This eliminated duplication and ensured a single source of truth.

Built using Ionic and Angular on a secure Azure cloud infrastructure, the Smart Plus Portal also incorporates geofencing to ensure that all data remains within Australia and New Zealand. Real-time information, automated notifications, complete audit trails, and analytics dashboards combine to provide unmatched transparency and operational accuracy. The result is a system that not only streamlines workflows, but also unlocks new visibility into device utilisation patterns across regions and departments.

BUSINESS OUTCOMES

The introduction of the Smart Plus Portal fundamentally reshaped the way the client and its customers manage medical devices. The company gained, for the first time, a transparent, end-to-end view of every device from warehouse dispatch to patient use and back again. This improved the accuracy of billing, reduced the time spent resolving invoice disputes, and significantly lowered the incidence of missing or unaccounted-for devices.

Customers experienced faster responses, clearer workflows, and greater confidence in the reliability of device tracking. With real-time data now available, hospitals could see precisely which department was using each device, how long it had been active, and when it needed servicing or replacement. The portal also enabled the client’s sales teams to proactively identify usage trends, uncover upsell opportunities, and provide targeted training to sites showing low utilisation.

Operational efficiency improved markedly. The volume of inbound calls and manual updates decreased, allowing staff to focus on proactive support rather than administrative tracking. Data accuracy increased across the board, supported by strong audit controls and secure cloud infrastructure. Most importantly, the solution strengthened the company’s relationship with customers by offering a modern, reliable, and scalable platform that aligned with industry expectations for digital transformation.

References

Technology: Ionic, Angular, PostgreSQL, Azure Cloud, Docker, SAP Integration.

BUSINESS CHALLENGE

An Energy Giant was operating on an outdated version of HP Quality Center (QC) and required an upgrade to HP QC 11.0 to align with organisational standards and improve test management efficiency. Multiple environments existed across the enterprise, each requiring coordinated installation, configuration, migration, validation, and rollout.

STRATEGIC SOLUTION

Adactin delivered a complete and technically detailed upgrade of HP QC 11.0, ensuring readiness across all required environments.

• Installation and configuration of HP QC 11.0 across HPQC DEV, HPQC TEST, HPQC PROD, and EAI environments.
• Performing database backups, schema upgrades, and validating compatibility with the client’s existing platforms.
• Executing project migration from old QC repositories to the upgraded version.
• Validating user roles, permissions, and workflow customisations post-upgrade.
• Verifying test resources: libraries, test sets, requirements, execution history, and custom fields.
• Ensuring integration compatibility with client systems including LDAP/SSO, defect management workflows, and existing synchronisation jobs.
• Conducting sanity checks across all QC modules: Test Plan, Test Lab, Requirements, Defects.
• Performing multi-round issue triage and resolution with internal and vendor teams.
• Supporting deployment readiness, cutover planning, and go-live validation.
• Preparing detailed upgrade documentation, including installation notes, validation logs, and environment checklists.

BUSINESS OUTCOMES

• Successful upgrade of HP QC 11.0 across development, test, production, and EAI environments.
• Complete migration of QC projects, assets, and customisations with zero data loss.
• Improved stability, performance, and usability of the QC platform.
• Restored compatibility with organisational tools, workflows, and authentication systems.
• Delivered complete documentation and post-deployment validation.
• Ensured readiness of the enterprise test management platform for future enhancements.

BUSINESS CHALLENGE

The client required support to ensure its key digital services, including the 2021 Census website, internal applications, and Call Centre platforms, could withstand peak load conditions.

With the 2021 Census approaching, client anticipated extremely high traffic volumes and self-service form submissions during peak hours. Additionally, the Call Centre tools, including CAT and internal/external knowledge bases, needed to maintain performance under concurrent user loads.

The client sought dynamic, on-demand performance testing resources to:

• Validate system stability and responsiveness during the peak Census period.
• Identify performance bottlenecks in both web and internal applications.
• Support load and stress testing of Call Centre platforms and self-service solutions.
• Provide actionable insights and recommendations to ensure a smooth user experience and operational continuity during high-demand periods.

STRATEGIC SOLUTION

Adactin partnered with the client to deliver a comprehensive performance management programme, combining load testing, stress testing, and performance monitoring for Census and Call Centre applications.

Census 2021

• Redesigned and migrated the cleint’s Census website to optimise performance under high traffic conditions.
• Prepared and optimised internal applications to handle peak load during Census night, ensuring smooth self-service submissions.
• Implemented new paper scanning software and integrated it into the testing framework to validate system performance end-to-end.
• Simulated peak-hour load scenarios, replicating the expected concurrent traffic during the Census.

Client Call Centre

• Developed load test suites for the Call Centre platform (CAT) and both internal and external knowledge base solutions.
• Conducted platform-level testing for forms, self-service processes, and knowledge base access.
• Simulated concurrent usage patterns to ensure reliable Call Centre operations during high-demand periods.

Performance Testing Framework

• Executed tests using Micro Focus LoadRunner, LoadRunner Cloud, and JMeter on Storm Runner, providing flexibility across web and enterprise systems.
• Created over 140 load generators and 1,000 unique scripts and data files, distributed across five concurrent scenarios.
• Developed scripts to process millions of log file entries, producing aggregate response time reports and trend analyses for ABS stakeholders.
• Generated load tests capable of handling over 407 peak submissions per second (PS), executed across 22 JMeter instances and 11 injectors to simulate realistic Census night conditions.

BUSINESS OUTCOMES

The engagement delivered measurable improvements in system performance, scalability, and operational readiness for the client:

• Peak Load Readiness: Successfully simulated Census-night traffic and Call Centre usage, ensuring platforms could handle high concurrent loads without performance degradation.
• Actionable Insights: Provided detailed feedback and recommendations on bottlenecks, response times, and scalability issues, enabling client to optimise systems before peak events.
• Robust Test Automation: Developed a repeatable and scalable load testing framework capable of supporting future high-demand events.
• Comprehensive Reporting: Generated aggregate reports, trend graphs, and performance analytics, providing clear visibility into system health for decision-makers.
• Operational Confidence: The client gained assurance in system stability and responsiveness, ensuring a smooth user experience for the public and Call Centre staff during the Census.

BUSINESS CHALLENGE

A major Australian healthcare provider, delivering wound care services to patients across nearly 100 long-term, subacute, and supportive living facilities, was struggling with the sheer volume and complexity of its medical billing operations. Each week, the organisation treated approximately 1,500 patients, generating a massive number of clinical documents – charts, notes, wound assessments, and prescription details, all of which required precise interpretation to determine accurate billing codes.

The coding process was entirely manual and required highly skilled staff or experienced programmers who understood the more than 50,000+ Medicare codes that could apply to different clinical scenarios. Human interpretation made the process slow, inconsistent, and highly prone to error. Even small mistakes in coding led to:

• Delayed Medicare payments,
• Rejected or unpaid claims,
• Significant loss of revenue, and
• Backlogs that slowed down the entire revenue cycle.

With the organisation expanding rapidly and daily billing volumes increasing, the manual process simply could not scale. The client needed a solution that could ensure speed, accuracy, and compliance, without relying on resource-heavy manual work that diverted medical staff away from patient car.

STRATEGIC SOLUTION

Adactin designed and deployed a fully automated Robotic Process Automation (RPA) solution to transform the client’s medical billing and coding workflow. Instead of relying on manual document reading and human judgement to match clinical information with appropriate Medicare codes, the solution introduced intelligent bots capable of analysing hundreds of charts each week consistently, quickly, and without fatigue.

The automation incorporated native machine learning capabilities, enabling bots to:

• Interpret clinical notes, wound descriptions, and prescription information,
• Identify indicators that map to the correct Medicare billing codes,
• Generate accurate, ready-to-submit invoice codes, and
• Integrate seamlessly with internal billing systems or external billing providers.

The bots were designed with a high level of reliability and repeatability, ensuring that even as volumes grew, coding standards remained consistently accurate. This freed medical staff from the burden of repetitive administrative work and allowed them to focus on complex cases and patient care activities, improving overall operational efficiency.

BUSINESS OUTCOMES

Implementing the RPA solution delivered immediate and measurable improvements across the organisation’s billing operations. The automation not only enhanced coding accuracy but also dramatically reduced turnaround times for claim submissions. Key results included:

• 95% reduction in manual work, significantly lowering administrative overhead.
• 90% improvement in coding accuracy, reducing claim rejections and ensuring faster Medicare reimbursements.
• 80% reduction in processing time, enabling same-day or near-real-time submission of invoices.

These benefits improved cash flow, strengthened compliance, and freed medical teams to focus more on patient-centred tasks rather than administrative burdens.

References

Technology: RPA Bots with ML-driven document interpretation

BUSINESS CHALLENGE

The client, a public health system relied on a consistent and safe approach to prescribing medicines across hospitals. However, the current environment consisted of over 30 separate hospital formularies, each independently maintained by Local Health Districts (LHDs). This fragmentation made it difficult to ensure statewide compliance with evidence-based prescribing practices.

As mandated by the Health Policy Directive PD2016_033, every public hospital must maintain its own formulary, and updates must undergo rigorous evaluation by Drugs and Therapeutics Committees (DTCs). But with no unified source of truth, clinicians faced discrepancies in medicine details, duplicated efforts, outdated information, and safety risks due to misalignment across systems.

In parallel, the Hospital Pharmacy Product List (HPPL) — the centralised list of all pharmaceutical products used, needed to be consistently synchronised with the statewide dispensing platform (i.Pharmacy). With hospitals relying on the HPPL for accurate dispensing, even small errors or missing details could disrupt medicine supply and impact patient safety.

The Ministry of Health and Clinical Excellence Commission identified an urgent need to create a consolidated, statewide formulary solution that delivered uniformity, transparency, accuracy, and real-time updates while ensuring integration with the HPPL. The challenge demanded strong technical ownership, constant coordination with infrastructure, cloud, security, and release teams, and a commitment to quality through systematic testing and automation.

STRATEGIC SOLUTION

Adactin played a central role in delivering a statewide, unified formulary and HPPL solution, adopting a hybrid delivery methodology combining Agile sprints with Waterfall governance elements to ensure predictable releases and stakeholder alignment.

The focus was on building a single source of truth for all medicines used across public hospitals, ensuring the data was accurate, up-to-date, and easily accessible for dispensing, prescribing, and decision-making. The solution required rigorous planning, continuous testing, frequent stakeholder engagement, and structured automation to maintain quality across multiple releases.

Adactin established a strong delivery rhythm through:

• Two-week sprints for development,
• Fortnightly production releases,
• Continuous defect management and requirements mapping, and
• Daily stand-ups to manage priorities and blockers.

Beyond coordination, Adactin took ownership of the full testing lifecycle for the State Formulary and HPPL. This included preparing and maintaining SIT test cases in Azure DevOps, identifying high-severity defects, raising improvement opportunities, and ensuring every enhancement or bug fix was thoroughly validated before release.

A significant achievement was building an automated regression suite using the Karate tool, reducing manual effort from 40 hours to just 2 hours. This automation not only accelerated delivery but ensured reliability across modules with every sprint and release.

Adactin also led reporting improvements by constructing Azure DevOps dashboards as a single repository for real-time visibility of SIT and regression progress — replacing manual Excel tracking. Additionally, new naming conventions and test structuring strategies were introduced to keep regression test suites clean, scalable, and easy to maintain.

Adactin’s role extended beyond delivery into coaching and enablement. The team provided POCs, mentored associates, supported ServiceNow Test Management 2.0 adoption, and worked closely with State Formulary and HPPL teams to streamline operations and foster a high-performance culture.

BUSINESS OUTCOMES

The unified formulary and HPPL program delivered strong operational, clinical, and governance benefits:

Quality, Safety & Compliance

• A consolidated statewide formulary ensured alignment with government health policy mandates.
• Enhanced accuracy and consistency of medicine listings across all hospitals.
• Improved adherence to regulatory and clinical governance requirements.

Operational Efficiency & Delivery Performance

• 83+ regression scenarios automated, reducing manual regression from 40 hours to 2 hours.
• Faster, reliable release cycles through fortnightly production updates.
• Elimination of duplicate test cases and improved regression suite manageability.
• Real-time tracking through Azure DevOps dashboards enhanced reporting transparency.

DEFECT SUMMARY

• Strengthened collaboration across developers, architects, testers, analysts, and release teams.
• Higher defect discovery rate (especially in HPPL+ and State Formulary), leading to improved system stability.
• Positive recognition from solution designers for setting high standards in test design and defect quality.
• Improved learning curve and confidence in using ServiceNow Test Management 2.0.

Collectively, these enhancements enabled the client to maintain a robust statewide formulary and HPPL platform, ensuring safer medicine use, faster releases, and improved user confidence in the system.

References

Technologies: Azure DevOps, ServiceNow, MS SQL Server, Karate Automation Framework

BUSINESS CHALLENGE

The client required a comprehensive solution to support the Power of Choice (PoC) regulatory reforms, enabling advanced metering, digital data flows, and automated market transactions across Australian energy networks. The program required multi-phase delivery with integration across distributors, retailers, and AEMO.

STRATEGIC SOLUTION

Adactin partnered with the client to deliver a multi-phase PoC development program, enabling end-to-end support for smart metering transactions, market coordination, and digital integration with external stakeholders.

• Phase 1 – Power of Choice Transactions: Implemented foundational transaction capabilities including Service Orders, Meter Data Management, Notifications, and market transactions compliant with B2B standards.
• Phase 2 – Integration with External Participants: Integrated the client’s systems with Distributors, Retailers, and the AEMO Gateway supporting Service Orders, Meter Exchange Requests, and Field Work Requests.
• Phase 3 – Workflow & Orchestration Enhancements: Designed automated orchestration of metering tasks, validation rules, SLA-driven allocation, and exception management.
• Phase 4 – Reporting & Compliance: Implemented PoC operational reports, compliance monitoring, field operations dashboards, and market transaction reporting.
• Phase 5 – Pre-Production & Go-Live Support: Managed deployment readiness, test cycles (SIT/UAT/regression), test data preparation, market scenario verification, and hypercare support.

BUSINESS OUTCOMES

• Delivered a fully functional Power of Choice platform supporting all mandated market processes.
• Achieved seamless integration with multiple retailers, distributors, and AEMO.
• Automated end-to-end market transactions, significantly reducing manual effort.
• Enabled real-time smart metering operations with structured workflows and exception handling.
• Provided operational dashboards and compliance reporting aligned with PoC guidelines.
• Ensured successful go-live with minimal defects through structured testing and triage management.

References

• Australian Energy Market Commission (AEMC) – Publications
• Australian Energy Market Operator (AEMO) – Market Information and Procedures
• AUSGrid – Smart Metering & PoC Information

BUSINESS CHALLENGE

The National Cancer Screening Register (NCSR) is a critical national health initiative designed to provide the infrastructure for recording, analysing, and reporting cancer screening data across Australia. Its purpose is to support early detection, ensure continuity of care, and improve long-term health outcomes for participants.

Before the client engaged Adactin, the NCSR implementation was being delivered predominantly through a traditional waterfall methodology. While this approach offered structure, it was not suited to the pace and complexity required for a modern national digital health platform. The program faced escalating challenges related to budget overruns, missed timelines, code instability, and release bottlenecks.

More than 60 high-priority production defects had been reported, reflecting deep issues in development governance, testing practices, and solution quality. Decision-making was centralised and rigid, heavily dependent on documentation rather than working software and objective metrics. Multiple teams worked in parallel without synchronisation, causing code conflicts, rework, and inconsistent release cycles.

Testing was pushed to the end of each release, which meant many issues were identified far too late, triggering design changes that delayed delivery even further. Telstra Health recognised that continuing in this way would jeopardise the success of the national program. They needed a scalable Agile framework, strong governance, continuous delivery capability, and a shift towards business-driven solution design.

STRATEGIC SOLUTION

Adactin was engaged to lead a complete transformation of the NCSR delivery model by establishing a Scaled Agile Framework (SAFe) across the entire program and embedding strong Agile governance from the ground up. This required structural, cultural, and process-level change across all functional streams.

Adactin began by conducting Lean-Agile leadership workshops, training change agents and senior managers in both Lean principles and Agile ways of working. This helped shift the mindset from documentation-driven delivery to business-value driven delivery, where teams release small increments quickly and continuously refine the solution based on feedback and economics.

To enable fast and predictable delivery, Adactin established SAFe Agile teams working in two-week sprints. These teams followed core Scrum practices — refining user stories, demonstrating working software each iteration, and identifying improvement opportunities in retrospectives. Decision-making was decentralised within teams to reduce bottlenecks and empower faster progress.

A major step forward was the creation of the Agile Release Train (ART), bringing four cross-functional teams together with synchronised planning, integration, deployment, and release activities. This aligned the entire program around a single cadence and allowed the teams to operate as a coordinated delivery engine.

Each ART was supported by a continuous delivery pipeline, incorporating:

• Continuous Exploration
• Continuous Integration
• Continuous Deployment
• Release on Demand

This pipeline enabled automated builds, automated testing, and seamless deployment cycles.

To further strengthen quality, Adactin introduced Test-Driven Development (TDD), ensuring testing began early and occurred continuously throughout development, rather than at the end. This reduced defect rates dramatically and increased confidence in production releases.

Adactin also guided Telstra Health in applying Lean Portfolio Management to streamline future investment planning, optimise funding allocation, and ensure strategic alignment across initiatives. This enabled the organisation to expand SAFe across other projects, creating a unified and mature Agile governance model.

BUSINESS OUTCOMES

Adactin’s intervention delivered measurable and immediate improvements across the NCSR program and the client’s broader delivery ecosystem.

• 28% cost savings were achieved by reducing rework, avoiding unnecessary delays, and improving overall efficiency.
• Project timelines stabilised, with teams consistently delivering to schedule due to improved planning and continuous delivery practices.
• Testing early and continuously led to earlier defect detection and significantly fewer production issues.
• Faster production releases were achieved through the continuous integration and continuous deployment pipeline.
• The shift to a business-solution-driven approach ensured that releases delivered meaningful value to end users and clinical stakeholders.
• The SAFe-based Agile governance model was successfully implemented across the organisation, establishing a consistent delivery framework.
• Newly trained Agile leaders and change agents continued driving SAFe and Lean principles long after the initial engagement.

Collectively, these changes helped stabilise one of Australia’s most important national health registers and set the client on a strong trajectory for future transformation initiatives.

References

Frameworks Used: SAFe, Lean-Agile Leadership, Scrum, TDD, Continuous Delivery