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Case Study

Overhaul of the NSW HCCC Complaints System

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Background

NSW Health Care Complaints Commission (HCCC) manages complaints against health care professionals in NSW.

HCCC was faced with dramatically increasing volume of cases and a declining budget.

HCCC went to a tender, eliciting responses from about 10 software development companies on the NSW government IT software provider panel.

We were selected because of our proven ability to deliver a solution that could be customised to their needs without blowing their budget.

The Challenge

HCCC wanted a modern, responsive, easy to use system to manage and automate the complaints process. The solution needed to be web based and integrate to internal HCCC systems and stakeholder systems, with a workflow component to triage and process complaints. The solution needed to handle multiple complaint scenarios where some were managed internally, and others needed interaction and interface with other agencies.
A bespoke .Net solution to exactly meet HCCC’s requirements.

The Solution

Implementation

We worked collaboratively with HCCC to determine the optimal solution, incorporating best practice UX and web design features.

The goal was to ensure a high level of usability and process efficiency for all users.

Being a government agency, we needed to make sure the solution adhered with usability standards WCAG (Web Content Accessibility Guidelines 2.0), security standards and met the National Privacy Act requirements associated with the nature of this site.

Results

  • Lodestone delivered the project according to the mutually agreed timelines, scope and budget.
  • HCCC were happy that the project objectives were achieved and received positive feedback from end users and stakeholders.
  • Lodestone continues to manage the complaints site for NSW HCCC, including integration to partner sites.

Client Testimonial

Lodestone have been an excellent system implementation partner for us. They assisted us in developing an online complaints portal, working with us to define the requirements in a very agile manner. They are professional and highly skilled. Not only are they very capable, but they were very determined in their efforts to deliver a great solution for us, which they did.
Eddie Van Den Bempt
CEO, Health Care Complaints Commission
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