ICT Implications – Telstra’s Change in Business Process

Running head: ICT IMPLICATIONS – TELSTRA’S CHANGE IN BUSINESS PROCESS
ICT Implications – Telstra’s Change in Business Process
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1ICT IMPLICATIONS – TELSTRA’S CHANGE IN BUSINESS PROCESS
Executive Summary
In the year 2011, Telstra had announced that the organization would move forward in
implementing a new strategy with the launch of Telstra Digital, lead by Gerd Schenkel of National
Australia Bank. The initial purpose of this launch was for improving the use of digital channels for
customer services. However, changes in a telecommunications based organization in Australia
should maintain ethical conduct as per Australian law suggests. This report would analyze the
ethical ICT implications for the revolutionary business strategy adapted by Telstra. At first, the
situation would be analyzed with the help of Doing Ethics Technique, which is a set of questions
leading to a feasible and ethical solution. In the next part, the entire situation would be analyzed
from the perspective of an ICT Professional, which would retrospect the situation entirely to find
out the relevance of the situation being ethical using the ACS code of Ethics.

2ICT IMPLICATIONS – TELSTRA’S CHANGE IN BUSINESS PROCESS
Table of Contents
Introduction.........................................................................................................................................4
Analysis of the situation using the Doing Ethics Technique..............................................................5
What is going on?...........................................................................................................................6
What are the facts?..........................................................................................................................6
What are the issues?........................................................................................................................7
Who is affected?.............................................................................................................................8
What are the ethical issues and implications?................................................................................8
What can be done about it?.............................................................................................................9
What options are there?..................................................................................................................9
Which option is best and why?.....................................................................................................10
Analysis of the situation from the point of view of an ICT Professional using the ACS Code of
Ethics................................................................................................................................................11
Recommendation..............................................................................................................................12
Conclusion........................................................................................................................................13
Reference..........................................................................................................................................15

3ICT IMPLICATIONS – TELSTRA’S CHANGE IN BUSINESS PROCESS
List of Abbreviations and assumptions made
ICT – Information and Communication Technology
ITSM – Information Technology Service Management
ITIL – Information Technology Information Library
ACS – Australia Computer Society
DET – Doing Ethics Technique