Digitising Firearms Licensing – BA Case Study

~65 days

faster to licence (best case, 44%)

7 of 8

key process steps automated

~95%

shorter rework loop for missing documents

manual re-typing & in-person visits

At a Glance

Project	Paper-to-digital transformation of new firearms licence applications, modelled on SAPOL's publicly announced South Australian Firearms Register (SAFR) program
Type	Independent business analysis case study (self-initiated)
My perspective	Firearms Adjudication Clerk (ASO2), SAPOL Firearms Branch — daily user of the current paper process
Duration	6 weeks, completed alongside full-time work
Tools	draw.io (BPMN 2.0), Microsoft Excel, Power BI, Microsoft Word
BA techniques	Process modelling, root cause analysis, stakeholder analysis, requirements elicitation, MoSCoW prioritisation, user stories, change impact assessment, KPI design

Projected Outcomes (illustrative)

Measure	Current state	Future state	Improvement
Time to licence (best case)	~147 days	~82 days	~65 days faster (44%)
Time to licence (missing document)	~217 days	~89 days	~128 days faster (59%)
Rework loop for a missing document	3–6 weeks	1–3 days	~95% shorter
Key process steps automated	0 of 8	7 of 8	Only the suitability decision stays human
Manual data entry	Every application re-typed	Captured once by applicant	Double handling removed
In-person visits required	1	0	Fully online

Scope and confidentiality

This is an independent case study created to demonstrate business analysis capability. I was not a member of the SAFR project team, and this work does not represent SAPOL's official analysis, design or results.
The future state is based on publicly available information about SAFR. Steps not confirmed publicly are marked (A) for assumption.
All figures, dates and dashboard data are illustrative estimates or fictional sample data. No confidential SAPOL data, documents, system detail or operational procedures are used.
Outcomes are projected, not measured results.

01The Problem

Applying for a firearms licence in South Australia has traditionally been paper-based: a PD303 form, an in-person lodgement, physical transfer to Firearms Branch, and manual re-entry into the register.

2×

Double data entry

Every application is written by the applicant and re-typed by staff — double effort and transcription errors.

Incomplete applications

A paper form can't stop someone submitting without a key document. Each gap triggers a slow rework loop.

No visibility

Applicants can't see where their application is, so they call and email — taking officer time away from processing.

✉

Slow paper communication

Postal transit, outcome letters and posted licence cards add weeks.

Problem statement: "Paper-based firearms licence applications create double handling, rework and long waiting times for applicants and Firearms Branch, because the current process has no validation at lodgement, no digital data flow, and no self-service status tracking."

02Objectives

#	Objective	Success measure
O1	Reduce time from application to licence	Best-case time to licence reduced by 40%+
O2	Eliminate double data entry	100% of online applications enter the register without re-typing
O3	Reduce incomplete applications	Rework requests reduced by 70%+
O4	Improve applicant visibility	Status available online 24/7; fewer status enquiries
O5	Maintain public safety and legal compliance	100% of suitability decisions remain with trained officers; legislated rules enforced

03My Approach

A standard business analysis lifecycle, adapted to a self-initiated case study.

Week 1

1. Discover

Reviewed public SAFR info, the PD303 form and Firearms Act requirements; documented the current process.

Week 2

2. Model

As-is and to-be BPMN 2.0 maps; pain point register.

Week 3

3. Analyse

Time-to-licence model from 1 January; delay scenarios.

Week 4

4. Define

Stakeholder analysis, MoSCoW requirements, user stories.

Week 5

5. Assess

Change impact matrix for each stakeholder group.

Week 6

6. Measure

KPI design and a Power BI dashboard on sample data.

04Process Mapping (BPMN 2.0)

Both processes modelled with swimlanes, so you can see who does what, where work changes hands, and where it loops back.

Paper / manualAutomatedHuman decisionRework / delay

4.1 Current State (As-Is): Paper-Based

Applicant

1Completes paper PD303 form

→

2Attends service point in person

9Completes safety training

Service Point

3Checks ID, takes photo, takes payment

→

4Posts paper application to Firearms Branch

Registry

5Checks form is complete

→

◆ 6. Complete?

No → letter/email for missing info (rework loop)

Yes → manually re-types into register

10Issues licence; card posted

Adjudication

7Fit & proper person assessment

→

◆ 8. Suitable?

No → refusal letter posted

Yes → approval to train sent

Hand-offs: 4Manual data entry points: 2Paper transfers: 2Rework loops: 1 (unlimited repeats)

4.2 Future State (To-Be): Online Portal

Applicant

1Logs in to online portal (A)

→

2Guided form — submission blocked until complete (A)

→

3Uploads ID & photo, pays online, submits

10Completes training → digital licence in mySA GOV app

Portal / System

4Auto email with reference number

→

5Data written straight into register — no re-typing (A)

Outcome sent instantly by email & portal

Registry

6Reviews from digital queue, oldest first (A)

→

◆ 7. Anything missing?

Yes → portal request; applicant uploads within days (A)

Adjudication

8Suitability assessment — stays human

→

◆ 9. Suitable?

Hand-offs: 3Manual data entry points: 0Paper transfers: 0Rework loops: 1 (short, digital)

4.3 What Changed

Area	As-Is	To-Be	Benefit
Form	Paper PD303	Guided online form with validation (A)	Incomplete applications largely prevented
Lodgement	In person	Online, 24/7	Access for regional and working applicants
Data capture	Typed twice	Captured once	Transcription errors removed
Transfer	Physical transit (3–7 days)	Instant	Days saved on every application
Missing documents	Letter / email, 3–6 weeks	Portal request, 1–3 days (A)	Rework loop ~95% shorter
Status	Phone and email enquiries	Live portal status (A)	Officer time freed
Outcome	Posted letter	Email + portal	Same-day notification
Licence	Posted card	Digital licence (mySA GOV app)	No postal delay or loss

05Root Cause Analysis

5 Whys on the main problem: "Why does it take ~5 months to receive a licence?"

Why?Applications wait weeks in a queue before assessment starts.

Why?Each application needs manual handling: transit, completeness checking and re-typing.

Why?Applications arrive on paper, often incomplete.

Why?A paper form cannot validate information at the point of lodgement.

Root causeThe process relies on unvalidated paper capture with no digital data flow between the applicant and the register.

Pain points traced to requirements

Pain point	Root cause	Addressed by
Double data entry	No digital data flow	BR-06
Incomplete applications	No validation at lodgement	BR-02
Slow rework	Postal / email requests	BR-08
Status enquiries	No applicant visibility	BR-09
Postal delays	Paper outcomes and cards	BR-10, BR-11

06Time-to-Licence Analysis

One applicant applies on 1 January 2027 through both processes.

Current — best case
~147 days · ~28 May

147 days

Current — missing document
~217 days · ~6 Aug

217 days

Future — best case
~82 days · ~24 Mar

82 days

Future — missing document
~89 days · ~31 Mar

89 days

6.1 Milestone Dates

Milestone	Current state	Future state	Days saved
Application lodged	5 Jan (public holiday 1 Jan; must attend in person)	1 Jan (online)	4
Received by Firearms Branch	12 Jan	1 Jan	11
Assessment starts	~16 Mar	~5 Feb (A)	~39
Suitability assessment complete	~16 Apr	~26 Feb (A)	~49
Approval to train sent	~23 Apr	~26 Feb	~56
Licence in hand — best case	~28 May 2027 (147 days)	~24 Mar 2027 (82 days)	~65 days
Licence in hand — missing document	~6 Aug 2027 (217 days)	~31 Mar 2027 (89 days)	~128 days

Queue times are illustrative. Check them against the processing times SAPOL publishes on its "Status of my application" page.

6.2 Delay Scenarios in the Current Process

Scenario	Added delay today	With online portal
Missing birth certificate or passport	3–6 weeks	Prevented at submission, or fixed in 1–3 days (A)
Request email goes to spam	+2–4 weeks	Request also visible in the portal (A)
Illegible or incorrect handwriting	+1–2 weeks	Typed, validated fields
Referral to another agency	+2–8 weeks	Still possible (complex cases), but tracked digitally

Key insight: most of the delay is waiting and rework, not the assessment itself. Removing paper handling shortens the queue for everyone, not just the applicant who made the mistake.

07Stakeholder Analysis

Nine stakeholder groups placed on a power / interest grid to decide how to engage each one.

INFLUENCE →

Keep satisfied

Government / Minister

Manage closely

RegistryAdjudicationBranch managementICT / project team

Monitor

—

Keep informed

ApplicantsDealersService pointsClubs & industry

INTEREST →

Stakeholder	Interest	Influence	Key concern	Engagement
Firearms Branch – Registry	High	High	Workload, data quality, new system	Manage closely — workshops, training, feedback loops
Firearms Branch – Adjudication	High	High	Complete information, legal compliance	Manage closely — requirements workshops, UAT
Firearms Branch management	High	High	Backlog, performance, risk	Manage closely — progress reports, KPI dashboard
ICT / project team	Medium	High	Scope, security, integration	Manage closely — sign-off, change control
Government / Minister	Low	High	Public safety, public confidence	Keep satisfied — high-level reporting
Applicants / licence holders	High	Low	Speed, simplicity, knowing their status	Keep informed — guides, FAQs, status updates
Firearms dealers	High	Medium	Fast permits, easy portal	Keep informed / consult — user testing
Service points	Medium	Medium	Changing role as lodgement moves online	Keep informed — transition plan
Shooting clubs & industry	Medium	Medium	Fair process, delays, communication	Keep informed — briefings

Insight: the groups with the most influence are also the ones whose daily work changes most. Early involvement in requirements and testing is the biggest factor in adoption.

08Business Requirements

Prioritised with MoSCoW and traced back to the objectives.

8.1 Functional Requirements

ID	Requirement	Priority	Objective
BR-01	Applicants can apply for a new licence online, 24/7	Must	O1, O4
BR-02	The form blocks submission when mandatory fields or documents are missing	Must	O3
BR-03	Applicants can upload identity documents and a photo	Must	O1
BR-04	Applicants can pay fees online	Must	O1
BR-05	Automatic confirmation with a reference number	Must	O4
BR-06	Application data flows into the register without re-typing	Must	O2
BR-07	Officers work from a digital queue ordered by date received	Must	O1
BR-08	Officers can request missing information through the portal	Should	O3
BR-09	Applicants can view their application status	Should	O4
BR-10	Outcomes are sent electronically	Must	O1
BR-11	Licences are available digitally (mySA GOV app)	Should	O1
BR-12	System enforces legislated rules (e.g. 28-day minimum for permits to acquire)	Must	O5
BR-13	Full audit trail of actions and decisions	Must	O5
BR-14	Management can report queue size and processing times	Should	O1
BR-15	Applicants could receive SMS reminders for outstanding actions	Could	O3
BR-16	Automated suitability decisions	Won't	O5 — decisions stay human

8.2 Non-Functional Requirements

🔒 Security

Secure, verified login; role-based access for staff.

🛡 Privacy

Personal information protected under SA privacy principles.

♿ Accessibility

Portal meets WCAG 2.1 AA.

🕑 Availability

Available outside business hours.

📝 Auditability

Every change logged with user and time.

👍 Usability

First-time applicant completes the form without help.

Traceability: every pain point maps to at least one Must or Should requirement, and every requirement maps to an objective — keeping scope focused on what causes delay.

09Change Impact Assessment

Stakeholder	What changes	Impact	Risk if unmanaged	Support needed
Registry officers	Paper intake & re-typing replaced by digital queue review	High	Slow adoption, workarounds, errors	Hands-on training, quick guides, super-users, go-live floor support
Adjudication officers	Assess on screen; record decisions digitally	Medium	Concern about completeness	UAT involvement; clear audit trail
Management	New performance data and reporting	Medium	Data not used for decisions	KPI dashboard, reporting routine
Applicants	Apply online instead of on paper	High	Digital exclusion	Guides, help line, assisted digital option
Dealers	Online transactions and support	Medium	Errors helping customers	Dealer guides, training
Service points	Fewer in-person lodgements	Medium	Role uncertainty	Early communication, transition plan
Clubs & industry	Members ask about the new process	Low	Misinformation	Briefings, FAQs

9.1 Risks and Mitigations

Risk	Likelihood	Impact	Mitigation
Applicants with low digital skills left behind	Medium	High	Assisted option; clear guides; help line
Temporary backlog increase at go-live	High	Medium	Phased rollout; extra staff; brief parallel running
Data migration errors	Medium	High	Data cleansing; reconciliation checks
Staff resistance to change	Medium	Medium	Early involvement, super-users, show time savings
Security or privacy breach	Low	High	Security testing, role-based access, audit logging

9.2 Risk Reduction for People

Fewer licence errors

Details entered once by the applicant and checked by the system.

Public safety protected

Suitability decisions stay with trained officers; legislated waiting periods enforced by the system.

Less personal info on paper

Lower risk of documents lost in transit or misfiled.

Complete audit trail

Every decision can be reviewed.

10Power BI Dashboard: Licensing Performance

Designed to show how the change would be measured. All data is fictional sample data (~2,400 applications over 24 months: 12 paper, 12 online). Click the tabs to switch pages.

Firearms Licensing Performance — Before vs After

App type: All ▾Channel: Paper | OnlineRegion: Metro | RegionalMonth: Jan 26 – Dec 27

85Avg days to licence (online)

147Avg days to licence (paper)

95%Complete at first submission

91%Applications lodged online

Average days to licence by month

Applications received vs decided per month

■ Received ■ Decided

Average days in each stage — Paper vs Online

Funnel — online channel (sample)

Oldest applications on hand (top 5, sample)

App ID	Type	Channel	Days waiting
A-10482	New licence	Paper	96
A-10511	New licence	Paper	91
A-10533	Renewal	Paper	88
A-11204	New licence	Online	41
A-11219	PTA	Online	38

30% → 5%Rework rate (paper → online)

30 → 3Avg rework days

0Data entry corrections (online)

Rework reasons (paper channel)

Rework rate by month

Illustrative mock-up of the Power BI report · fictional sample data · Paper = grey, Online = blue

10.1 KPIs and Targets

KPI	Definition	Paper baseline (sample)	Online target
Average days to licence	Lodged date to licence issued date	~147 days	≤ 90 days
Complete at first submission	% with no information request	~70%	≥ 95%
Rework rate	% needing ≥1 information request	~30%	≤ 5%
Average rework duration	Request sent to information received	~30 days	≤ 3 days
Applications on hand	Lodged but not yet decided	Growing	Stable or falling
Manual data entry	Applications re-typed by staff	100%	0%
Online uptake	% lodged online	0%	≥ 90% within 12 months

10.2 Data Model (Star Schema)

FactApplications

ApplicationID, LodgedDate, ReceivedDate, AssessmentStartDate, DecisionDate, LicenceIssuedDate, Channel, Outcome, ReworkCount, ReworkDays, AppTypeKey, RegionKey

DimDate

Date, Month, Quarter, Year, IsAfterGoLive

DimAppType

New licence, Renewal, Permit to acquire

DimRegion

Metro, Regional

DimReworkReason

ReasonKey, Reason

10.3 Key DAX Measures

Avg Days to Licence =
AVERAGEX (
    FILTER ( FactApplications, NOT ISBLANK ( FactApplications[LicenceIssuedDate] ) ),
    DATEDIFF ( FactApplications[LodgedDate], FactApplications[LicenceIssuedDate], DAY )
)

Rework Rate % =
DIVIDE (
    CALCULATE ( COUNTROWS ( FactApplications ), FactApplications[ReworkCount] > 0 ),
    COUNTROWS ( FactApplications )
)

Applications On Hand =
CALCULATE ( COUNTROWS ( FactApplications ), ISBLANK ( FactApplications[DecisionDate] ) )

Online Uptake % =
DIVIDE (
    CALCULATE ( COUNTROWS ( FactApplications ), FactApplications[Channel] = "Online" ),
    COUNTROWS ( FactApplications )
)

10.4 Sample Findings

⏱ ~147 → ~85 days

Time to licence falls after go-live, driven mostly by shorter queue and transit stages.

🔁 ~30% → ~5% rework

Validation stops incomplete submissions.

📈 Short spike at go-live

Applications on hand rise briefly — why a phased rollout and extra staffing matter.

🌾 Regional applicants gain most

They no longer travel to lodge.

10.5 How I Built It

Created sample data in Excel with realistic date ranges for each stage.
Cleaned and typed the data in Power Query.
Built the star schema and relationships in the model view.
Wrote DAX measures for each KPI.
Designed three report pages with consistent colour: Paper (grey) vs Online (blue).
Added slicers and drill-through from the trend chart to application details.

11Projected Results and Benefits

Benefit area	Projected result	How it is measured
Time saved for applicants	~65 days faster (best case); ~128 days faster when a document is missing	Avg Days to Licence
Automation	7 of 8 key steps automated: validation, data capture, confirmation, status, information requests, outcome notice, digital licence	Process map comparison
Error reduction	Double data entry removed; incomplete applications largely prevented	Rework Rate %, data corrections
Staff capacity	Time on re-typing, chasing documents and status calls redirected to assessment	Applications decided per officer
Access and equity	Apply 24/7 from anywhere; no travel for regional applicants	Online uptake by region
Public safety and compliance	Suitability decisions stay human; legislated rules enforced; full audit trail	Audit log, compliance checks

12User Stories

Format: As a [user], I want [goal], so that [benefit], with acceptance criteria in Given / When / Then.

WORKED EXAMPLE · US-01 · APPLY ONLINE

As an applicant, I want to apply for a firearms licence online, so that I don't have to complete a paper form and visit a service point.

Linked: BR-01, BR-02, BR-03, BR-04Priority: MustEstimate: 8 points

Given I am logged in, when I complete all mandatory fields, upload documents, pay and submit, then my application is lodged and I see a confirmation screen.
Given a mandatory field or document is missing, when I click Submit, then the missing items are highlighted and the application is not submitted.
Given my payment fails, when I submit, then I see an error and my form data is kept so I can try again.
Given I save and leave part-way, when I log back in, then my draft is restored.

Definition of done: acceptance criteria pass in UAT · accessibility check passed · Registry and applicant representatives have signed off.

Full Story Set

ID	User story	Acceptance criteria (summary)	Priority
US-01	As an applicant, I want to apply online, so that I don't need to visit a service point	Lodged when complete; blocked when incomplete	Must
US-02	As an applicant, I want instant confirmation, so that I know my application arrived	Email with reference within 10 minutes; shown in portal	Must
US-03	As an applicant, I want to see my status, so that I don't need to call the branch	Received / Under review / Info requested / Decided	Should
US-04	As a Registry officer, I want to request missing documents in the portal, so that the applicant responds quickly	Applicant notified by portal and email; status updates	Should
US-05	As a Registry officer, I want applications in a digital queue already filled in, so that I don't re-type forms	Data complete, ordered by date received	Must
US-06	As an Adjudication officer, I want to record my decision in the system, so that the applicant is notified and there is an audit trail	Outcome sent electronically; decision, officer and time logged	Must
US-07	As a manager, I want a report of queue size and processing times, so that I can manage the backlog	On hand and average days shown by type	Should
US-08	As a dealer, I want to check a customer's licence status online, so that I complete a sale correctly	Valid / not valid shown for a licence number	Should

13One-Page Case Study (STAR)

Situation

New firearms licence applications in SA relied on paper forms, in-person lodgement and manual re-typing, leading to waits of around five months.

Task

As a frontline Firearms Branch officer, analyse the process from a BA perspective and model the impact of moving to the publicly announced online SAFR portal.

Action

BPMN as-is/to-be maps · 5 Whys · 1 January time-to-licence model · 9-group stakeholder grid · 16 requirements, 6 NFRs, 8 user stories · change impact & risks · Power BI KPI dashboard.

Result (projected)

~147 → ~82 days (44% faster); up to ~128 days faster with missing documents · 7 of 8 steps automated · rework ~30% → ≤5% · decisions stay human.

Process modellingRoot cause analysisStakeholder analysisRequirements elicitationMoSCoWUser storiesChange managementKPI designPower BI & DAXRegulatory awareness

14What I Learned

Most delay is waiting, not working

Queue time and rework loops — not the assessment — drive time to licence.

Validation at the start saves weeks later

One rule — "you can't submit without your ID document" — removes the most common rework loop.

Automation should stop where judgement starts

In a regulated public-safety service, automate the paperwork and keep decisions with trained people.

Change impact matters as much as the system

Digital exclusion and go-live backlogs are the biggest risks — both need a plan before launch.

15About Me

I'm Marshal Anthony, an Adelaide-based public sector officer with a Master of Computer Science (University of Adelaide) and frontline experience in regulatory licensing at SAPOL. I'm moving into Business Analyst roles where I can combine an understanding of legislation and operations with technology and data.

LinkedIn · marshal007anthony@gmail.com