Technology

Introduction

Quality technology solutions that keep pace with industry best practices equip our staff to deliver the best possible outcomes to our clients.

New WDVCAS case management system

We rolled out a new client and case management system for Women’s Domestic Violence Court Advocacy Services (WDVCAS) and Family Advocacy and Support Services (FASS). The system is now used by over 400 frontline domestic and family violence support workers across the state each day.

The new system, named DFV Connect, centralises client data in one platform and significantly improves the security of sensitive client information. This security is crucial for WDVCAS and FASS teams, whose clients are often at risk of ongoing domestic and family violence.

The new system also improves the data available to us and our partners about the impact of domestic and family violence on our clients, and the effectiveness of the supports we provide to clients. This will allow us to improve the quality of our services and better advocate for law and system reform. The new system also:

reduces the administration time required to process client referrals
increases the amount of time available to spend directly supporting clients
improves service delivery by creating a single source of client information, and
allows for analysis of repeat referrals and repeat clients.

Updating technology in our contact centres

We completed a major upgrade to the platform that LawAccess NSW and our Domestic Violence Unit use to speak to customers in July 2023. The upgrade allows for seamless customer engagement across multiple channels, including voice, web chat and email, ensuring a consistent and personalised customer experience.

The new platform has a modern, intuitive user interface, enhances our communication capabilities significantly, and was introduced with minimal disruption.

Improving account management for Legal Aid NSW staff

We introduced an automated information and communications technology account management program called Identity Fusion to streamline the account administration and system access process required when staff join us, leave our organisation or move roles. The new system improves the user experience for new staff and managers while uplifting identity management and account security.

Improving our email distribution lists

We completed a major upgrade to our distribution list management system so that email lists, such as our all-staff list, are updated daily based on HR data. The change has reduced manual effort and improved overall operational efficiency, ensuring our email communications are relevant and effective for the staff who receive them.

Replacing our grants management system

We have secured funding and started planning to replace our grants management system, ATLAS, with a new, advanced platform that puts clients at the centre and creates a seamless experience for our staff and private practitioners.

The upgrade will ensure clients receive timely legal support, streamline application and administration processes, enhance security and ensure we can fulfil our legislated responsibilities effectively.

The year ahead

We will replace our HR and finance systems with myWorkZone, which will bring us into line with current government processes and provide a more user-friendly, traceable, and supportive solution, ensuring greater efficiency and reporting capabilities.
We will continue our work to replace our grants management system, collaborating with key stakeholders to ensure the platform meets the diverse needs of our users.
We will develop stage two of our Client Portal and add enhanced features like document functionality and improved booking systems for appointments.
We will replace our existing telephone system with a combination of Microsoft Teams and extended Genesys Call Centre software, enhancing technical robustness, improving client and staff experiences, and significantly advancing reporting and analysis capabilities.
We will implement a new hiring portal that improves the hiring experience for managers and candidates.
We will improve operational efficiency by beginning a transformation of our HR technology, including phased implementation of our new human capital management system, SuccessFactors.