Information technology played a key role in progressing the development of our client and case management system, providing online services for our clients, and supporting staff working under flexible work arrangements this financial year.

Highly repetitive manual processes are key pain points for staff across our organisation. Automating some of these tasks using robotics has made us more efficient and allowed staff to focus on work of higher value to our clients. This year, we implemented robotics across our grants, client services, crime, finance and ICT teams and are planning further use cases. You can read about how our Criminal Law Division are using robotic process automation.

We continued to enhance our client and case management system (CCMS), releasing monthly updates throughout 2022–23. The latest 2023 update focused on improving document management within CCMS. These enhancements sped up processing time, created a set of default folders for each new service and allowed staff to better link to relevant client records, improving search functionality.

We developed a data and information strategy in 2022–23, which outlined a plan to improve our usage, storage, compliance and management of data over the next three years.

This year, we ran a change management and training initiative to educate staff on optimising Microsoft 365.

We continued a program of work commenced in 2021–22 to uplift our cyber security defences. New tools and procedures were implemented this year that have contributed to a significant improvement in our overall cyber security maturity.

The year ahead

  • We will deliver our new client portal in early 2024, a simple digital platform through which clients can access their case information and manage their journey with Legal Aid NSW. 
  • We will implement a new human capital management system to support HR processes within Legal Aid NSW.
  • We will upgrade the contact centre telephony platform for LawAccess NSW and our Domestic Violence Unit, moving to a modern and intuitive user interface with minimal disruption to workflows and processes. Our new platform will allow staff to engage with customers seamlessly across voice, web chat and email, ensuring a consistent and personalised customer experience.
  • We will implement a new case management system for Women’s Domestic Violence Court Advocacy Services with enhanced access to client data.
  • We will implement the Process and Technology Harmonisation (PaTH) project, which introduces consistent processes and technology throughout the NSW Government. PaTH will replace the SAP HR and SAP Finance systems, improve data availability, increase workforce mobility and lay a foundation for continuous improvement.
  • We will complete the program of work commenced in 2021–22 to enhance our cyber security maturity.
  • We will refresh our network infrastructure across all locations, ensuring our staff continue to be provided with resilient and secure access to our systems.

Key challenge

  • Ensuring we have adequate funding and resources to implement PaTH and other major initiatives that will enhance information technology at Legal Aid NSW