These case studies and previous projects describe some of the ways that we have helped our clients in the past. How can Simient help you achieve your organisational goals?

  • Northern Territory Department of Correctional Services
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    Northern Territory Department of Correctional ServicesNorthern Territory Department of Correctional Services

    the details

    IOMS aims to achieve targeted reduction in recidivism and crime prevention through:

    • availability of complete, concise and current information on offenders to enable enhanced offender management planning at all levels;

    • access to more intuitive assessment and planning tools to develop and implement offender management plans;

    • increased capacity to manage offender rehabilitation through better tracking, monitoring and assessment tools; and

    • increased accountability for offender management strategies and outcomes at all levels of NTCS.

     

    customer profile

    Customer:   NT Department of Correctional Services

    Partner:     Simient

    City:          Darwin, NT

    Technology:   SQL Server

                       Windows Server

                       .Net/Win Forms

      Web services

    industry

    Justice

    The problem

    The key recommendation from a review undertaken in 2004 was the implementation of an Integrated Offender Management System (IOMS). The requirement was for a system that supports the management and throughcare of offenders both in custody and under the supervision of Community Corrections.



    The solution

    Simient introduced the Integrated Offender Management System (IOMS) with an interface providing data exchange with Justice Information System and established an online help system for all Northern Territory Correctional Services staff.

    The benefits

    The introduction of the Integrated Offender Management System

    (IOMS) has enhanced the identification and targeting of violent offender risks and needs through appropriate interventions, thereby

    reducing the possibility of further offences.



    Faiz Rehman General Manager

    Faiz has extensive experience in the Northern Territory IT industry and is well respected as our Western Region manager covering the Northern Territory, Western Australia and South Australia.

    further information

    info@simient.com

  • Queensland Health
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    Queensland HealthQueensland Health

    the details

    The Healthy Hearing Program provides free hearing screening to all infants born in Queensland and keeps track of children with hearing difficulties throughout early childhood. Queensland Health deployed Microsoft Dynamics CRM as a platform for consolidating its early detection management and information systems, and for sharing profiles and test results with audiologists, family support facilitators and childhood hearing clinics.

    customer profile

    Queensland Health delivers inpatient, outpatient, emergency, community, mental health, aged care, and public health programs through 17 Hospital & Health Services and the Mater Hospitals.

    industry

    Health

    The problem

    "We have an entirely new exposure to the activity of the staff involved. We are seeing things we could never see before and looking at quality in a new way, because there was no possibility of us knowing the things we now know."

    Gavin Bott, Senior Project Officer, Queensland Health

    As part of Queensland Health’s comprehensive program of health services to the people of Queensland, Australia, the organisation provides free hearing screening for every child born in this state.

    The screening equipment used for testing, produces reports in the form of simple text output. When the program initially launched, results were parsed into Excel spreadsheets and manually interpreted by staff members, who utilised Excel for both analysis and archival.

    When the volume of testing became unmanageable using spreadsheets, Queensland Health engaged a partner to develop a database. Over time this, too, became inadequate to support the program’s extended care pathway and analytic requirements.

    In 2012, the Healthy Hearing Program received funding for the development of the "QChild" system, which aimed to cover management of child birth data, hearing screening results, audiology consultations and extended care pathways data. QChild was designed to collect all hearing screening data from all newborns, centralise the data collected, eliminate possible record duplication, and provide tools for analysis.

    By design, the solution must also automate the workflow that directs children requiring treatment to the appropriate medical and professional resources, as well as track their progress throughout the early childhood years.

    Another requirement for the system was to provide data and report all indicators identified in the National Performance Indicators to Support Neonatal Hearing Screening in Australia. The program also required a system for reporting and correlating data for research purposes i.e. association of risk factors to hearing loss. By examining such data, the Healthy Hearing Program will be able to better identify possible causes of

    hearing impairment, and in turn, potentially intervene before the impacts of hearing impairment occur. Collecting clinical data and correlating these with findings over time and large volumes of births will help facilitate research in causality.



    The solution

    Since Queensland Health already used Microsoft Dynamics CRM and other related Microsoft technologies, the organisation decided to expand on its deployment of Microsoft Dynamics CRM 2011.

    The project was launched with a "fit/gap" analysis project conducted by Microsoft Consulting Services, which established the baseline requirements of the functional specification. Microsoft Silver CRM partner Simient was engaged to develop the actual solution, building upon Microsoft’s XRM platform, which would support the fundamental record structure required quite robustly. The "X" in XRM refers to the relationship management of anything, not just customers.

    The original fit/gap analysis suggested that the Dynamics CRM platform would provide an 82% match with the organisation’s requirements, requiring about 18% customisation. However, the needs and requirements that surfaced during development shifted the ratio closer to 40% "out-of-the-box" and 60% customisation. Fortunately, the robustness of Dynamics CRM as a development platform allowed for this adjustment.

    The resulting system, QChild, provides secure access to this data to all users in every hospital in the Queensland Health system. It also interfaces with important organizations that see children along the Healthy Hearing continuum, such as Family Support Services, the multidisciplinary Childhood Hearing Clinics and Early Intervention.

    A secondary web based system, The QChild Portal, enables import of screening data from all birthing hospitals across Queensland, which is then processed and imported into QChild, triggering automated workflows based on the screening results.

    Using Microsoft Dynamics CRM as the development platform enabled very rapid application development for the QChild project. "The project was commenced in March 2012 and we launched with public hospitals in March 2013," says Dr. Rachael Beswick, Healthy Hearing Program Team Leader. "This includes a delay due to difficulties in procuring infrastructure that delayed the release of QChild for four months."

    The benefits

    Having a centralised and automated system for data collection, workflow management and results analysis has enabled Queensland Health to attain a higher level of business intelligence.

    "We have an entirely new exposure to the activity of the staff involved in the Healthy Hearing program end-to-end," reports Gavin Bott, Queensland Health Senior Project Officer. "We are seeing things that we could never have seen before, and we’re looking at quality in an entirely new way, because there simply was no possibility of us knowing the things we now know."

    "The system facilitates institutional knowledge across the organisation: The full record of audit where every action is recorded allows us to understand not only what’s been done, but very often you can see why things have been done. You can almost trace a train of thought when somebody has made an error by looking through the audit actions and time stamps."

    Dr. Beswick adds several key benefits:

     Timeline analysis. "We can look at timeframes between things very easily -- time from birth to referral to appointment, for example."

     Alerts and notifications. "We can setup dashboards that can alert us whenever anyone slips out of benchmarks."

     Performance indicators. "We can look at every single aspect of everybody’s performance. We can look at all of the professionals in the system, too. We can look at individual screeners or individual audiologists or individual hospitals to ensure a high quality of work."

     Monitoring capabilities. "Newborn hearing screening data needs to be reported at a national level." Bott describes the "macro/micro" aspect of the obligations to the infants themselves. "We’re reporting nationally, but we also ensure that each infant is getting the care they need. We can assure that they are each being looked after well."



    John Stevenson

    John has extensive experience in delivering xRM solutions using Microsoft's Dynamics CRM platform, especially in the health industry.

    further information

    info@simient.com

  • Quitline Customer Management System
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    Quitline Customer Management SystemQuitline Customer Management System

    the details

    “We can analyse referrals, medications and outcomes by small sub-groups. We know when and where to follow up, and that makes the citizen the ultimate beneficiary.”

    Shelley Peardon, A/Allied Health Coordinator, Health Contact Centre, Health Services Support Agency, Queensland Health

    As the Federal Government introduced new quit smoking programs in 2010–11, the Queensland-based phone service, Quitline, faced a challenge. Executives wanted to deliver these new programs, but to be eligible, they had to create far more detailed reports than was possible using their current database: they needed to be able to track referrals, client information and outcomes according to individual client segments.

    Using an Agile deployment methodology, Microsoft Services took the lead in a fast-paced deployment of the newly released customer relationship management (CRM) product, Microsoft Dynamics CRM 2011. A combined team of on-site Microsoft experts, Microsoft Gold Certified Partners and Quitline staff designed, tested and deployed a new customer management system in a highly collaborative deployment, with Quitline staff providing input at every stage.

    Completed in less than four months, the new CRM is a huge success. According to the Quitline Manager, a highly committed effort has created a CRM with exceptional reporting capabilities, and which staff love to use. Best of all, CRM reports, dashboards and workflows can be configured without additional coding, which reduces long-term support costs and empowers staff to develop their own productivity-enhancing reports.

     

    customer profile

    Quitline is a telephone service that provides 24/7 health information, counselling and referral services to Queensland citizens who wish to stop smoking. They are a part of state-run Queensland Health, but receive additional funds from other sources, including the Federal Government.

     

    industry

    Health

    The problem

    Quitline is a telephone-based counselling service run by Queensland Health that provides advice and referral services to clients who wish to give up smoking. Based in Brisbane, the service operates from a Queensland Health contact centre that employs 50 counsellors, and provides over 1,200 consultations per month.

    To manage the service and keep track of clients, Quitline used a combination of custom software tools and a database, but staff found them cumbersome to use and difficult to adapt.

    “Our existing database didn’t contain all the information staff needed, and the information that was there wasn’t easily accessible,” says Shelley Peardon, A/Allied Health Coordinator, Health Contact Centre, Health Services Support Agency, Queensland Health. “As a result, counsellors didn’t have easy access to client information during a call.

    “The database was also quite cumbersome for follow-up activities. For example, a clients’ address had to be lifted manually from the database and re-entered into the system we use to despatch medicines. It was very manual – we wanted efficiencies.”

    While considering a replacement during 2011, Peardon and her staff faced changing reporting requirements from the service’s Government sponsors.

    “The Government provided new funding, but to deliver on commitments we needed to provide much more detailed reports – specifically reports that identify different types of clients, and tracked progress and outcomes
    within each client segment,” says Peardon.

    “To ensure we could provide adequate reporting, we needed to be able to record more data, interrogate it ourselves and design our own reports.

    “Speed was absolutely vital. We wanted to be fully compliant with reporting requirements for new programs by January 2012. This gave us just six months to build a completely new customer database and get it operational.”



    The solution

    After consulting the Queensland Government procurement panel, Queensland Health engaged Microsoft through a standing offer arrangement.

    “Our enterprise services delivery organisation, Microsoft Services, has the people, the methodology and the expertise to rapidly deliver,” says Brad Beumer, Architect for the Dynamics Centre of Excellence, Asia–Pacific & Japan, Microsoft Services. “We conducted a needs assessment, then worked with partners to create a solution based on the latest version of the company’s CRM technology, Microsoft Dynamics CRM 2011.”

    According to Beumer, Dynamics CRM 2011 contained two features that made it ideal for Quitline. First, enhanced reporting, with an out-of-the-box report configuration tool that enables users to create their own reports in less than ten minutes. Second, it has advanced workflows that guide users through pre-defined steps, helping staff work more efficiently.

    However, Beumer made the Microsoft Services delivery methodology a key aspect of the bid, believing it would guarantee on-time delivery.

    “We have an agile, rapid-delivery method for CRM deployment that we’ve developed as part of our standardised Sure Step implementation methodology,” he says. “This methodology includes tools, templates and a series of best practices.”

     

    The approach worked. “We chose Microsoft because they had a clear understanding of our needs, they had established processes, and they were willing to commit the resources to create the CRM,” says Peardon. “This made me confident they could deliver by December.”

    The design to delivery phase took 12 weeks, starting in early October, and was executed by a mix of Microsoft staff, CRM specialists from Gold Certified Partners, and Quitline staff. The Quitline staff became a core part of the design, advising developers on what
    they liked and didn’t like through each of the build, test and
    deploy iterations.

    One key part of the solution involved using Active Directory Federation Services to provide Claims-based Authentication. This meant that workers could easily log on to the CRM, even if they were working in a Novell operating domain.

    “Microsoft had different people coming in at different times, focusing on specific things,” says Peardon. “Various staff provided regular status reports and managed project issues. They were very professional.”

    A key deployment strategy was to avoid customisation by using as much out-of-the-box functionality as possible. At the start of the project, Beumer conducted a ‘Fit-Gap’ analysis that identified variances between Quitline requirements and out-of-the-box CRM 2011 functionality. Beumer worked closely with staff to identify where it made practical sense to modify Quitline requirements because the cost and time savings outweighed anticipated usability benefits.

    “I believe Microsoft had a commitment to get the CRM right; I believe they cared,” says Peardon. “Above all, their methodology worked. As a manager, I was able to keep up with the progress of the project and feel one step ahead.”

    With a Microsoft SQL Server 2008 Enterprise database, the agency’s new CRM system went live on schedule in December 2011. It provides integration with the Quitline telephone system, so staff can contact citizens direct from the database. Workflows manage call scheduling and rescheduling, helping staff ensure all calls are made on time.

    The benefits

    With its new CRM system, Quitline was able to start delivering new, highly detailed reports to the State Government in January 2012, ensuring they met funding commitments. With excellent information to hand, and automatically scheduled calls, Quitline counsellors can ensure citizens receive a more focused, responsive service.

    Highly engaged workforce

    Because Quitline staff became an integral part of the design, testing and review process, staff buy-in is very high.

    “Our staff helped make the CRM, so there’s a deep sense of ownership,” says Peardon. “This is critical because the CRM is now part of their everyday world – and because they’re so engaged, they’re doing things with the CRM that are really exciting.

    “For example, if a client of Aboriginal and/or Torres Strait Islander descent calls, and would prefer to speak to an Aboriginal or Torres Strait Islander counsellor, staff can use the CRM to refer the caller to a particular counsellor.

    “We can also analyse referrals, medications and outcomes by small sub-groups. We know when and where to follow up, and that makes the citizen the ultimate beneficiary.”

    Self-configured reporting

    A key improvement for staff is that they don’t need technical assistance or expert database reporting skills to build new reports. They simply copy data into Microsoft Excel spreadsheets, from where they can create graphs or dashboards.

    Peardon believes this empowerment improves motivation, productivity, and morale. “Staff can construct their own reports without technical assistance, which is a huge benefit to us. With reports that monitor their own progress and case outcomes, counsellors can analyse for themselves how they are succeeding in helping clients quit smoking.”

    Improved analysis and management

    More detailed reporting has also improved transparency and management.

    “Our sponsors can see exactly how their funds are being spent, and the results feed into health statistics,” says Peardon. “In addition, with more refined data, we can analyse where clients are calling from. That makes our quit smoking programs more effective, because we know where to target our campaigns.

    “More refined data also makes the CRM a very powerful management tool, because I can allocate resources better. If I can see the proportion of callers that prefer to speak to Aboriginal or Torres Strait Islander counsellors, I can plan staffing more effectively.”

    Reduced long-term costs

    Because Peardon’s staff have the skills and knowledge to build new dashboards, reports and workflows for themselves, the contact centre has also reduced long-term costs.

    Microsoft product that was featured

    Microsoft Dynamics CRM 2011 helps you enrich customer interactions. It provides your staff with real-time customer analytics and guides them with streamlined business processes that facilitate informed decision-making. With exceptional new out-of-the-box reporting capabilities, Dynamics CRM 2011 puts staff in charge of their data, with easy-to-configure, self-generated reporting. And with better customer information, you can pursue more prospects, focus on the best sales opportunities, and impress customers with timely, targeted information.



    John Stevenson

    John has extensive experience in delivering xRM solutions using Microsoft's Dynamics CRM platform, especially in the health industry.

    further information

    info@simient.com

  • SEAT (Student Enrolment, Attendance and Truancy case management system)
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    SEAT (Student Enrolment, Attendance and Truancy case management system)SEAT (Student Enrolment, Attendance and Truancy case management system)

    the details

    SEAT is a highly customisable web based case management system built on Simient's CaseNet platform that is easy and intuitive to use, with an uncluttered and clean user interface.

    • Uses integrated security requiring no extra sign in (uses windows domain credentials)

    • Also concurrently supports form-based login for users not logged onto domain)

    • User administration and application settings management

    • Integration with Exchange for events/appointments, email, etc

    • Document and Letter generation using MS Word templates

    • Reporting using SQL Reporting Services (in progress)

    Interfaces with other external systems –including LDAP SharePoint.

    customer profile

    NT Department of Education

    industry

    Education

    The problem

    The Participation, Pathways and Engagement (PPE) unit within the Department of Education required a system to provide more efficient and effective way of managing their business. The unit plays a critical role to improve enrolment, attendance of young Territorians and works with schools, families, communities and other organisations in a range of ways to achieve the goal.



    The solution

    Simient implemented SEAT in CaseNet, which provides facilities for the creation and management of Cases and associated data, with role based permissions built into the system, providing an inbuilt framework for managing user access and authorisation to cases also links to Student Master Index as a source of student information.

    The benefits

    Allows Truancy Officers to manage students, cases, schools and scheduling for truancy patrols. Interfaces with the Student Master Index as a source of truth for student information, Exchange for email & appointment scheduling, and NT Schools’ LDAP service for school information.

    "Simient was accommodating and the database has met the required specifications and functionality. They are prompt to resolve issues and collaborated well to meet DoE requirements. An understanding of what we required was of a high level."



    Faiz Rehman General Manager

    Faiz has extensive experience in the Northern Territory IT industry and is well respected as our Western Region manager covering the Northern Territory, Western Australia and South Australia.

    further information

    info@simient.com

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