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Annual Report 2017 - 2018

Information technology

Information technology played a key role in assisting to better deliver legal services.

OBJECTIVE Access to justice

Criminal Law reform support

This year we implemented a range of system changes supporting the Early Appropriate Guilty Plea (EAGP) and Sentencing and Parole reforms.

The system changes included reconfiguration of our Grants Management System and Case Management System to support revised business processes around the reforms, as well as the expansion of our video conferencing facilities to support the additional case conferencing between parties.

OBJECTIVE Supporting our people

Digital strategy

We developed a 3.5 year roadmap to inform the roll out of our ICT and Digital Strategy. The ICT and Digital Strategy key focus areas include:

  • Making digital channels available to clients and partners
  • Modernising core and supporting business systems
  • Enhancing technology to better support our workforce mobility
  • Transitioning to more flexible and scalable ICT infrastructure
  • Recalibrating the ICT operating model to encourage closer alignment with the business and improved service delivery.
  • Transforming to cloud based technologies enabling Legal Aid NSW to leverage best technology services beyond ‘in house’ capability, bringing increased security and reliability and providing greater agility and reduced time for delivery of new services

The ICT and Digital Strategy has also been aligned with the Client Services Strategy and Implementation Plan, and highlights key digital initiatives requiring support from ICT.

The ICT and Digital Strategy will assist Legal Aid NSW with targeting technology investment to support the delivery of the business strategy and provide better outcomes to its clients and stakeholders.

New Client and Case Management systems (CCMS)

Last year we identified the need to streamline systems used to undertake and capture legal and client services.

By replacing our current system with the CCMS, we aim to improve the management of our clients, matters and services by delivering an easy to use, client centric solution for all staff, covering:

  • client management
  • matter and service management
  • document management
  • office management
  • transitioning to a paper light process
  • providing access across all offices, outreach locations, and courts via mobile devices

This platform will be digitally integrated with Justice and NSW government agencies to provide Legal Aid NSW clients with a more efficient service.

In 2017-2018 the platform and vendor selection for the new Client and Case Management System (CCMS) was completed. The first release of the platform is planned for late 2018 with the final release scheduled for September 2019.

Improved ICT Service

The Service Desk Portal provides a single place on our Intranet for staff to go to log requests and incidents with our Service Desk. Staff can also track the progress of their calls. We regularly survey staff using the Service Desk about their experience and we have received overwhelmingly positive responses. Key Performance Indicators for the Service Desk were formally introduced in February 2018 and are published to staff each month–every month since then the Service Desk has well exceeded the target of 90% of requests completed with agreed service levels.

Business Intelligence into the future

We conducted a Business Intelligence (BI) architecture review and proposed architectures for the BI platform into the future were defined. Our existing BI platform was implemented in 2011. The need to use data in our decision making has grown exponentially since then. The review we have undertaken provides options and a roadmap for us for the implementation of a new BI platform to support a range of new systems providing data for analysis, ensuring we can leverage this data for decision making most effectively.

calendar iconThe year ahead

  • Implement Phase 1 of the Client and Case Management System.
  • Roll out the Client Appointment Booking System (CABS).
  • Implement a new Human Resources Management System.
  • Implement agreed initiatives from the ICT and Digital Strategy.