Client Background
Case Study: Digitalizing Urban Services in a Smart City Initiative
Role: ICT Business Analyst (ANZSCO 261111)
Client Location: Malaysia
Target: ACS RPL for General Skilled Migration – ANZSCO 261111
The client is an ICT Business Analyst with over 10 years of experience in public sector technology transformations. Based in Kuala Lumpur, the client worked with a government-led agency responsible for modernizing municipal services under a Smart City Master Plan. Though the client held a degree in Public Administration, their role for the past decade had been primarily technical—bridging gaps between software vendors, data analysts, IT engineers, and city department heads. The client approached us for a complete ACS RPL submission under ANZSCO 261111, and we worked together to transform practical municipal experience into a successful skills assessment.
Step 1: Evaluation of Experience and Technical Exposure
From the CV and supporting project references, we identified key areas of competency, such as:
- Urban systems digitization (public safety, waste management, utilities)
- Smart sensor integration & real-time dashboarding
- Business process reengineering for inter-departmental coordination
- Stakeholder communication with government units, vendors, and legal departments
- Agile-based public sector project governance
- Strong command of system mapping and decision modeling
Key Tools and Technologies Covered:
- Modeling Tools: BPMN (Camunda Modeler), UML (Lucidchart), MS Visio
- Project & Workflow Tools: Jira, Monday.com, Slack, Confluence
- Analytics & Reporting: Power BI, ArcGIS, Tableau
- Database & Integration: PostgreSQL, Oracle DB, REST APIs, MQTT
- Platforms: AWS CloudWatch, Microsoft Azure (Event Hub), Cisco Kinetic
- IoT & Smart Systems: Smart bin sensors, traffic management dashboards, CCTV feed analytics
- Documentation: BRDs, SOPs, Data Privacy Reports, Functional Specs
This diversity enabled us to develop a strong ACS-aligned Key Areas of Knowledge and two solid project reports from entirely different domains: waste management optimization and urban traffic signal automation.
Step 2: Key Areas of Knowledge Creation
a) Business and Systems Requirements
The client’s ability to extract requirements from government departments with non-technical staff was emphasized. We described cross-department interviews where data officers provided Excel records, legal teams submitted compliance checklists, and the business team defined citizen-impact KPIs.
b) Process Modeling
We showcased the client’s experience modeling the digitization of manual complaint workflows (e.g., missed garbage collection reports) using BPMN 2.0 in Camunda Modeler, turning 5-paper-form processes into an end-to-end digital flow.
c) Systems Integration & Data Architecture
The client oversaw data collection from IoT sensors to centralized visualization tools like Power BI. RESTful APIs from third-party vendors (e.g., smart bin vendors) were documented and monitored via Swagger and tested in Postman.
d) Agile Project Delivery
The client managed work sprints using Jira and daily standups to coordinate timelines between software providers and the agency’s internal DevOps team. Backlogs were shaped around multi-departmental feature requests.
e) Reporting & Public Transparency Tools
Dashboards were built using Tableau and ArcGIS, visualizing KPIs such as sanitation frequency, streetlight uptime, and traffic incident alerts.
Step 3: Project Report 1
Project Title: Smart Waste Collection Monitoring System
Duration: January 2020 – March 2021 Role: ICT Business Analyst
Objective: Deploy a centralized dashboard platform for monitoring solid waste bins across 11 city zones using IoT sensors, and digitize the dispatching of municipal garbage trucks.
Responsibilities:
- Conducted workshops with operations managers and sanitation supervisors to understand constraints in the existing manual reporting process
- Created BPMN diagrams to illustrate current vs. target workflows for collection routing
- Integrated sensor vendors’ APIs with the internal dashboard app—developed functional requirements for status monitoring (capacity %, tilt, battery life)
- Used Power BI to prepare dynamic dashboards for route supervisors
- Documented GDPR-equivalent compliance matrices for data storage and vendor access roles
- Coordinated user acceptance testing with 15 agents across city districts
Technologies Used:
- MQTT for IoT sensor triggers
- PostgreSQL for bin data repository
- Power BI for visualizations
- Swagger, Postman for API testing
- Jira for sprint planning and bug reporting
Outcomes Achieved:
- 28% reduction in unnecessary bin checks
- 17% fuel savings through optimized routes
- Reduced complaint resolution time from 3.2 days to under 24 hours
- Enabled live bin status visibility across 400+ locations
Step 4: Project Report 2
Project Title: Automated Traffic Signal Control and Violation Alert System
Duration: July 2021 – August 2022 Role: ICT Business Analyst
Objective: Implement a rule-based system to monitor and adjust traffic lights based on real-time congestion and to automate violation detection across 37 intersections.
Responsibilities:
- Facilitated cross-functional stakeholder interviews between Transport Department, Police, Civil Works, and IT contractors
- Modeled traffic management logic using decision tables and BPMN workflows
- Created functional documentation for real-time event ingestion pipelines from CCTV feeds and sensor poles
- Defined expected latency, data retention, failover architecture, and escalation rules
- Created Tableau dashboards highlighting congestion metrics, red-light violations, and incident frequency
- Supported sprint demos and bug triage using Jira and held monthly review sessions with department heads
Technologies Used:
- Microsoft Azure Cloud (Event Hub, Logic Apps)
- Cisco Kinetic sensor platform
- REST APIs, WebSocket feeds from road sensors and camera tools
- Tableau, SQL Server, Jira, Lucidchart
Results Delivered:
- Reduced average peak-time light cycle wait from 146 to 92 seconds
- Increased red-light violation visibility by 44%
- Identified 700+ recurring congestion hot spots
- Provided real-time alerts that improved emergency vehicle navigation in up to 52 intersections
Final Review and Submission
Once all RPL components were drafted—including Key Areas of Knowledge and the two project reports—we submitted them to the client for review. Minor adjustments were made to clarify:
- A data anonymization procedure used in the traffic system
- A BPMN diagram label referring to bin ID structure mapping
The final documents were professionally formatted, plagiarism-checked, and aligned with ACS formatting expectations. The client submitted the report and received a positive skills assessment outcome within four weeks.
Conclusion
This case study reflects how deep, real-world ICT business analysis experience—even in complex public sector environments—can be mapped successfully to ACS standards. By focusing on IoT, analytics, workflow digitization, stakeholder alignment, and actionable KPIs, we crafted an RPL report that demonstrated not only technology integration but also tangible city-level impacts—a perfect fit for a future ICT expert in Australia.
