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Overview

Telstra Digital Workflow Online Forms (TDW) for NSW Family and Community Services (FACS) is an online forms service that allows applicants to fill out, submit and manage applications; and responsible parties to be notified and contribute to the application workflow.

Challenge

The existing FACS forms and workflow processes were paper-based, complex and long; requiring multiple responsible people to contribute and a lot of time to complete. There were also many questions that were not relevant, depending on the answers given in the preceding questions. 

Solution

In partnership with Telstra, we developed the existing paper-based FACS forms and workflow into the Telstra Digital Workflow (TDW) Online Forms for FACS. It is an online forms service that is accessible through mobile and desktop devices, and allows applicants to fill out and submit forms for things like:

  • Rentstart (assistance to get into regular rental and out of social housing)

  • Tenancy (social housing maintenance)

  • Appeals (appealing a decision from FACS)

  • Amnesty (updating details previously not disclosed)

The online forms are user friendly, prompt applicants to provide the correct information, interprets answers to display the appropriate next questions, and allows applicants to maintain control over their application. It also allows responsible parties to be notified and contribute to the application workflow. The system integrates with FACS' legacy back-end systems.

This system has replaced a lot of manual form preparation and processing, and has streamlined data collection and FACS business practices.

Services

We provided project management, business analysis, design and development services for this project. We continue to provide hosting and support services.

FACS 3