SITUATION

This domestic violence service provider had reached a point in time where its legacy system and processes struggled to meet the required levels of support. The systems and processes were using outdated technologies and multiple disjointed manual systems that were not effective or efficient. Phone calls in had reached unprecedented numbers and the telephone answer rate was at unacceptable levels. Staff were stressed and key stakeholders had lost confidence in the service.

APPROACH

  • A human-centered approach was taken from the outside by building relationships first with staff, external domestic violence sector service providers, government agencies and most importantly with survivors of domestic and family violence. Our mantra was nothing for you without you, which basically meant that everything that would be changed would be designed, developed, and delivered with those people the change would impact.
  • A blueprint was undertaken to ensure the current state was accurate, the future state gave hope, and the implementation approach focused on getting the foundations right.
  • Communication was personal, respectful, and frequent and the focus was on creating that vision of hope and a clear roadmap to achieve the desired outcomes.
  • A one-team approach included a true collaboration of business transformation specialists, business analysts, change and stakeholder engagement leaders, associated vendors, and the leadership team.

OUTCOME

  • 20% increase in answer rates
  • New telephony system and associated on-hold messaging recommended by our survivor group
  • New client records management system that replaced multiple manual systems including paper-based client files
  • Integrated reporting regime to assist in making data driven decisions.
  • We were nominated and successfully won the 2019 Queensland chapter ‘Australian Institute of Project Management Awards’ IT category.

The new systems enabled the service to respond immediately to COVID-19, by enabling remote working which would not have been possible with the previous systems and processes.

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