Replaced a legacy platform with a state-of-the-art, cloud-based case management system using Microsoft Power Platform and Dynamics 365—enabling Queensland’s Department of Youth Justice to support vulnerable youth more effectively.
The Client
A major Queensland Government department, responsible for Youth Justice, focused on improving outcomes for at-risk children and young people.
The Vision: To ensure Queensland families, children and young people are cared for, protected, safe and able to reach their full potential through improved capability for our frontline staff, government agencies and partners to share information and integrate service delivery.
Industry Category
Public Sector | Government
The Challenge
The department had long been constrained by a highly customised, legacy case management system that no longer met the operational, security, or integration needs of a modern justice environment. Managing youth justice cases required access to accurate, real-time data and collaboration across a range of services—including courts, police, healthcare, housing, and education.
Key limitations included:
- Fragmented data across siloed systems
- No unified youth profile accessible by all stakeholders
- High administrative burden and duplicated effort
- Limited ability to track, audit, and respond to case complexity
- Compliance risks due to outdated tech and processes
To align with the department’s vision and better serve Queensland’s youth, a scalable, secure, and intelligent platform was required—delivered as part of a broader digital transformation initiative.
The Solution
Over a two-year engagement, I served as the Lead Functional Consultant, working with a cross-functional team of more than 100 contributors to deliver a modern, end-to-end case management solution built on Microsoft Dynamics 365 Customer Service and the Power Platform.
Key achievements included:
- End-to-End Case Lifecycle Design: Defined and delivered a full youth justice case journey—from intake and assessment to court engagement, intervention, and closure.
- Unified Youth Profile: Created a single, integrated view of each young person, aggregating data from multiple systems to inform coordinated support.
- Stakeholder Integration: Enabled secure, real-time data exchange with courts, police systems, and other government partners.
- Power Platform Enablement: Leveraged Power Apps, Power Automate, and Dataverse to automate workflows and configure forms, dashboards, and alerts.
- Human-Centred Design: Conducted over 30 workshops to co-design solutions with frontline officers, policy leads, legal stakeholders, and program managers.
- Agile Program Delivery: Operated in iterative delivery phases with story mapping, sprint planning, continuous testing, and stakeholder showcases.
Technologies Used
- Microsoft Dynamics 365 Customer Service
- Power Platform (Power Apps, Power Automate, Dataverse)
- Azure Government Cloud & Security Frameworks
- SQL, DevOps, Agile Frameworks
- UX Design, Data Modelling, Role-Based Access Controls
The Result
The department now operates on a modern, compliant, cloud-based platform that empowers frontline workers, streamlines service coordination, and supports data-driven decision-making. By consolidating youth data into a unified, secure system, the department has enhanced its ability to protect and support vulnerable young Queenslanders.
This transformation not only delivered operational efficiency—it brought the government’s vision to life: empowering agencies and partners to share information, integrate service delivery, and help young people reach their full potential.