Improved delivery of business critical reports for a $50m case management system

The Department of Human Services (DHS) (Vic) was midway through implementing a $50m case management system across its core business divisions. DHS engaged Nous to conduct an independent expert review of the development and delivery of batch reports through the system and identify options to improve the speed and flexibility of report delivery. Nous interviewed business managers and IT developers to ascertain the source of the reporting issues. We recommended that DHS clarify leadership and accountabilities, fill required capability gaps and standardise key processes and tools for the production of the reports. Our recommendations facilitated more effective interactions between stakeholders and significant improvements in the delivery of the reports for timely and informed decision making.