streamlines assistance

to flood-affected Queenslanders across 39 local government areas

SOCO developed a Case Management System for one of the Queensland Government departments to help create a centralised source to streamline assistance for Queenslanders across 39 local government areas who were impacted by the flood in 2021-22. In just five weeks, SOCO successfully delivered the CRM using Microsoft Dynamics 365, enabling the organisation to efficiently manage a high volume of applications for resilient retrofitting, home-raising, or voluntary home buy-backs.

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Challenge

The Queensland flood in 2021-22 posed unprecedented challenges for the Queensland government, creating a surge in demand for assistance from flood-affected Queenslanders. The widespread impact on over 23,200 residential and commercial properties intensified the urgency for this Queensland department to provide timely support.

However, the lack of a centralised system made it difficult to manage high volume of applications within a short timeframe due to widespread flooding across Queensland. Hence, there was an urgent requirement for a rapid solution to support prompt assistance to flood-affected Queenslanders.

SOCO Solution

Leveraging on our 4D methodology and our CRM development expertise, our team suggested a case management system using Microsoft Dynamics 365.

As part of the recommended solution:

A collaborative Discovery & Design workshops was conducted to streamline application processing and eliminate duplications, allow for rapid response and efficient coordination, ensuring assistance reached those in need promptly.
Develop real-time reporting capabilities to the leadership team, enhancing visibilities into application progress.
Integrated features for centralised data management, case tracking, and reporting.

Technology snapshot

Dynamics 365: A suite of cloud-based business applications developed by Microsoft, including a range of integrated modules and tools designed to help organisations manage various aspects of their operations, such as sales, marketing, customer service, finance, operations, and more.

Outcome

Within 5 weeks, our team demonstrated our commitment and ability to deliver quality job and support for disaster recovery efforts in Queensland. Some of the noteworthy outcomes to mention including:

A case management system hosted on the cloud, enabling a consistent and seamless customer experience for flood-affected Queenslanders.
Improved operational efficiency for the department through streamlined application processing and real-time reporting.
Enhanced visibility for multiple stakeholders within the organisation, facilitating resource allocation and service improvements.
Tracked and reported on over 6,000 homeowners registered for the Resilient Homes Fund, facilitating resilient retrofitting, home-raising, or voluntary home buy-backs.

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