Project Background

The Department for Education, Children and Young People (DECYP) was established in 2022 through an amalgamation of several departments, including Communities Tasmania. Within DECYP, the Child Safety & Youth Justice application support team manages a range of specialist business applications used by their stakeholders and required a modern platform to manage their workload more effectively.

Challenge

With the amalgamation of Communities Tasmania into DECYP, the team gained access to a broader suite of enterprise platforms. Leveraging The Project Lab’s proven experience in guiding DECYP through similar workflow migrations, the Child Safety & Youth Justice application support team partnered with us to review their operations. Together, we analysed their processes and translated them into a structured service catalogue, clearly defining the services they deliver to end users.

Our objectives were to:

• Improve the service management capabilities of the Child Safety & Youth Justice application support team by migrating them onto DECYP’s ServiceNow platform.
• Assist embedding their business functions into a best-practice framework.
• Build and implement a service catalogue in ServiceNow specifically for the application support team’s end users.
• Build a framework of scheduled task templates to handle the application support team’s recurring tasks.

Solutions

As a trusted ServiceNow partner, The Project Lab brings deep expertise in designing, implementing, and optimising enterprise workflows on the platform. We have a proven track record of helping organisations streamline their operations, reduce manual effort, and gain greater visibility into their services. By aligning ServiceNow capabilities with business objectives, we not only unlock efficiencies but also enable sustainable improvements in service delivery, compliance, and user experience.

Our Approach:

• Discovered and elicited the application support team’s processes and data needs, capturing how requests were handled and what information was essential to fulfil them, ensuring nothing critical was overlooked.
• Implemented a digital catalogue of services that clearly defined the support team’s offerings, making it easier for end users to request assistance and for the team to deliver consistent, standardised outcomes.
• Worked closely with the application support team to safeguard sensitive data, ensuring that processes and system configurations complied with security and privacy requirements while still enabling efficiency.
• Managed the full delivery lifecycle - from development and configuration, through User Acceptance Testing, to a successful go-live, ensuring a smooth transition and strong adoption by the support team.

Project Results

The Project Lab is proud to have supported DECYP in streamlining operations, embedding best practice, and strengthening service delivery for the Child Safety & Youth Justice application support team. Specifically:

• Consolidated common application support functions into seven catalogue items, reducing their unstructured workload.
• Standardised 13 recurring tasks, reducing the risk and overhead of recurring work.
• Provided secure data input methods to help safeguard against the submission of Personally Identifiable Information.
• Developed a comprehensive system onboarding request, allowing users to intricately detail what systems and what level of access requesters should get.

About The Project Lab

The Project Lab delivers impactful engagements and partners with organisations and stakeholders in five target sectors. Our sectors combine industries in a traditional sector with a “this is how we do it here” approach, bringing a uniquely Tasmanian perspective to the way we can approach challenges and opportunities individually or together.

With Tasmania’s ambitious target of tripling exports by 2050, we’re motivated to work with organisations that will realise this goal. Manufacturing, primary production and transport companies intrinsically work together to unlock the potential of our island, supplying products to a diverse range of local, national and international markets.

Partner with Tasmania’s trusted ServiceNow experts. We’ll help you align technology with purpose-building systems that empower your team and deliver measurable results.

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