Digital Transformation

The Challenge

A large agency was operating with 47 legacy systems accumulated over decades of organic growth. These systems created significant data silos, operational inefficiencies, and mounting maintenance overhead that consumed an ever-increasing portion of the IT budget.

Staff spent excessive time on manual data entry and reconciliation between systems. Users experienced inconsistent service delivery depending on which system handled their request. The technical debt made it increasingly difficult to implement new policies or respond to changing requirements.

Our Approach

ISG led a whole-of-organisation digital transformation program, working closely with leadership to define the vision and build organisational support for change. Our approach encompassed:

• Strategic Assessment: Conducted a comprehensive review of all 47 systems, mapping capabilities, data flows, and dependencies to inform consolidation priorities.
• Target State Architecture: Designed a unified cloud-native platform that would replace the legacy landscape while improving service delivery.
• Change Management: Developed a comprehensive change program to bring staff along the transformation journey and ensure adoption.

The Solution

We designed and oversaw implementation of a unified cloud-native platform that consolidated all legacy systems into a modern, integrated environment:

• Single customer-facing portal providing consistent service delivery
• Unified case management system replacing 12 separate applications
• Centralised data platform enabling analytics and reporting
• Modern integration layer connecting remaining specialist systems
• Automated workflows replacing manual processes

The Results

The transformation delivered substantial benefits across operational efficiency, cost reduction, and service delivery:

• 47 systems consolidated into a unified cloud-native platform
• 60% reduction in operational expenditure through elimination of legacy maintenance and licensing
• 100% cloud adoption providing scalability and resilience
• Improved customer experience with consistent, responsive service delivery