NSW Department of Family and Community Services

The department provides services to Aboriginal and Torres Strait Islander people, children and young people, families, people who are homeless, people with a disability, their families and carers, women, and older people.

The Companion Card is a NSW state-wide program for people with significant permanent disability who are unable to attend community activities or events without attendant care.  We were engaged to conduct a feasibility study to provide a greater understanding of the project requirements needed to transition the NSW Companion Card from the National Disability Service (NDS) to the Card Operations team within the NSW Department of Family and Community Services (FACS).

A part of the role was to provide the business unit with critical customer insight by analysing each communication channel across multiple touchpoints to define and guide the customer journeys, design customer experiences and propose the most effective approach when engaging customers. This task informed the business on how to intelligently guide customers while evaluating and optimising customer journeys to improve customer interaction processes.

Collaborated on the creation and development of the customer experience strategy, including brand proposition, and customer persona creation, to ensure a seamless experience every time a customer interacts with the program.

Following the feasibility study we were also engaged to support the cross-functional implementation team to successfully transition on time and at high quality.