We adopted a centralised system to manage referrals to the counselling services from multiple sources, including a dedicated helpline that operates 24/7.

The client registration process quickly searches for local service providers based on a client’s geographic location.

The system notifies a local service provider when it receives a new referral, ensuring a counsellor is assigned to the client and an appointment made in a timely manner.

The system is flexible and able to accommodate each local service provider’s internal registration process without compromising data quality or creating extra administration.

Counsellors record all client activities and case notes against the appropriate program.

Service providers track progress against their KPIs, enabling the VRGF to monitor performance against contractual obligations and provide regular reports to government.

Completely web-based system

Support most of the four Component Group requirements using out of the box functionality.

Industry leading forms technology to collect dispute and customer details.

Easy to use portal components like document libraries and lists are supported out of the box.

Enterprise grade search capability to find cases, associated documents and customers.

In-built reporting and workflow features.

Support of 3rd party integration using web services.

Ability to support both internal users and external parties.

Out of the box auditing features to track all user’s actions.

Compliance with WCAG 2.0 AA accessibility standards.

Audited compliance with Victorian Government information security requirements.