The challenge
The organisation operated within a highly complex ecosystem of systems, policies, and service delivery channels.
Over time, this had led to fragmented data across multiple platforms, redundant and inefficient data flows, high operational overhead for frontline staff, and inconsistent information impacting decision-making.
Delivered as part of a large-scale, multi-year government transformation programme supporting the modernisation of core social service delivery systems.
What we did
As part of a multi-year national transformation programme involving several hundred staff across business and technology workstreams, we led the design of the data architecture to support simplification and modernisation.
This included rationalising and standardising data flows across systems, designing modern integration patterns to reduce duplication, establishing consistent data models and definitions, enabling scalable analytics and reporting capabilities, and supporting alignment between policy intent and system design.
Outcome
The work contributed to a reduction in case management effort of approximately 30%, improved the accuracy and consistency of operational data, and supported faster and more reliable service delivery to clients.
It also reduced system complexity, improved maintainability, and created a strong foundation for ongoing digital and analytics innovation.