Western NSW Local Health District

Client :Western NSW Local Health District

Link :http://www.wnswlhd.health.nsw.gov.au/

Services

Digital Strategy
Data Management
Marketing Strategy
Business Intelligence & Analytics
Online Systems Architecture & Design
Learning Services, Education & Training
Software Systems & Integration Solutions
Web Development & Content Management

The Challenge:

Western NSW Local Health District is one of the largest and most geographically diverse health districts in the state. Because of this diversity and distance, the organisation’s key goal is to create positive, collaborative digital spaces for their staff, partners and community.


Communication between so many different stakeholders requires a range of solutions; from environments to collaborate and share work, to tools to display and expose information and reporting and platforms to better communicate with the wider community of health service users.

All health districts in the state (18 in total) were in a position of migrating from a statewide solution for their website, intranet and data management (Business Intelligence) to individualised solutions. Designing approaches to each of these facets of the District’s Digital Ecosystem has required extensive planning, coordination between multiple internal and external teams and agile management to balance the various needs of the different systems, users and priorities.

 

The Result:

When migrating from the statewide system, Western NSW Local Health District determined to migrate totally to the Microsoft ecosystem. Because of this, a variety of SharePoint environments have been developed and implemented to suit website, intranet and data management needs.

When WNSWLHD approached us, they were unsure what they needed to progress as a priority.

Taking the approach of ‘plan, create, measure’, we set out to do a full research report into the various elements of the District’s digital ecosystem and plan out a series of projects, well before creating a solution to fit.

We got to understand the needs of different users, their priorities, current roadblocks and wishlists. We also gathered data on the baseline use of these systems, as well as their digital marketing channels, to propose a series of solutions that would handle internal communication and collaboration, KPI measurement and reporting, and digital marketing to better communicate with health service users.

This work results in the development of various solutions.

User-Centred Website (coming soon)

With a number of potential users and audiences, designing the most useful navigation and content/information structure became a priority. The result is a beautifully designed website that answers key questions for users from people going to hospital, to potential staff to health councils and volunteers. It will be supported long term by advanced analytics and a Power BI analytics dashboard to continually monitor site content, use and performance. In addition we formulated a comprehensive Digital Marketing Strategy to assist with the launch of the website and guide digital marketing and communication efforts ongoing.

Collaborative Intranet and Extranet

90 percent of the District’s staff are in operational roles - on the ground at health facilities, caring for our communities. This new intranet acts as a collaborative space and internal messaging system, to communicate to these operational, as well as other corporate staff and external stakeholders such as visiting doctors and health councils. The intranet is user-centred: on logging in each individual gets information relevant to them, their role and location. Aside from the technological solution, we have worked in partnership with the District to plan and drive a change management approach to ensure the successful adoption of this platform.

Business Intelligence


Measuring performance in health is key to ensuring an efficient, safe and well-performing health system. Executive management was seeking to collate data into understandable charted reporting dashboards (known as the OPAL project) for analysis, and to share key information with different levels of the organisation and drive performance improvements. Information is stored in a centralised data centre to, in future, allow other districts to potentially leverage information for benchmarking and quality assurance purposes (utilising Microsoft SQL 2016, Microsoft SharePoint 2016 and Performance Point).

 

Each project has involved creating Information Management strategies and an overarching SharePoint Governance Plan. Success has hinged on working with various groups, from Executive Leadership, IT, Communications and Engagement and stakeholders and advocates from each Directorate in the District. Measuring, assessing and improving each solution, as well as investigating future opportunities, will continue as part of a planned partnership.


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