Certification of Capability in Business Analysis (CCBA) Certification Training in Antarctica

Problem Statement – A government department faces challenges with lengthy citizen service processes, unclear business requirements, fragmented communication between departments, manual application reviews, and inconsistent service delivery. These issues affect public service portals, permit applications, benefits administration, and citizen records management. The goal is to improve service efficiency, requirements clarity, stakeholder collaboration, and transparency through structured business analysis practices.

How We Overcame the Problem – Learners applied CCBA-aligned business analysis techniques, including stakeholder analysis, requirements elicitation, business process modelling, requirements lifecycle management, strategy analysis, and solution evaluation. These techniques helped identify workflow bottlenecks, clarify public service requirements, and develop recommendations aligned with departmental objectives.

Overall Implementation – Learners developed a government service improvement workflow covering business need identification → stakeholder analysis → requirements elicitation → current-state process assessment → requirements documentation → prioritisation → requirements validation → solution evaluation → implementation support → performance review.

Stakeholder Identification and Analysis – Learners identified citizens, government employees, department managers, policy teams, IT teams, and service delivery partners to understand stakeholder responsibilities, expectations, and service requirements.

Requirements Elicitation and Collaboration – Learners explored interviews, workshops, questionnaires, document analysis, and stakeholder consultations to gather requirements for public service applications, citizen registration, permit processing, and benefits administration.

Business Process Analysis – Learners mapped existing government workflows to identify repetitive data entry, unnecessary approval stages, unclear responsibilities, and delays in processing citizen requests.

Requirements Documentation and Traceability – Learners documented business requirements, functional expectations, business rules, acceptance criteria, and traceability links to connect departmental objectives with proposed system capabilities.

Requirements Prioritisation and Lifecycle Management – Learners organised requirements according to citizen impact, regulatory obligations, operational importance, implementation feasibility, and departmental priorities. They also explored how to manage requirement changes throughout a project lifecycle.

Strategy Analysis – Learners assessed the current operational environment, identified business needs, and explored potential future-state capabilities for improving digital government services and interdepartmental coordination.

Solution Evaluation – Learners compared proposed process and technology improvements against service accessibility, operational efficiency, compliance needs, implementation constraints, and stakeholder expectations.

Risk, Compliance, and Governance Considerations – Learners considered data privacy, records management, accessibility, auditability, security requirements, and applicable public sector policies when documenting and evaluating potential solutions.

Stakeholder Communication and Change Management – Learners developed communication and engagement approaches to support coordination between policy teams, service administrators, technical teams, and citizens affected by proposed service changes.

Evidence of Learning – Learners produced stakeholder analysis matrices, requirements elicitation plans, current-state and future-state process maps, business requirements documents, prioritised requirements lists, traceability matrices, acceptance criteria, solution evaluation frameworks, and public service improvement recommendations.

Overall Learner Outcome – Learners demonstrated the ability to analyse government service challenges, elicit and manage complex requirements, assess business processes, evaluate solution options, strengthen stakeholder collaboration, and recommend citizen-focused service improvements using CCBA-aligned business analysis techniques.