Innovation, ICT, software design, and productivity
Disability Housing Solutions
A complex SDA management business was redesigned around an integrated operational framework, rapid software prototyping, ICT policy, and communications systems.
Prototype with operators before procuring software.
Innovation and ICT specialist tasked with designing an integrated whole-of-business operating system.
The story
- Problem
- High-compliance SDA management with failed prior CRM attempts — belief that full streamlining was impossible.
- Constraint
- Requirements changed weekly; traditional software procurement would miss the business logic.
- Decision
- Design integrated operational framework first, prototype rapidly in Monday.com, iterate with staff feedback.
- Outcome
- Working prototype within weeks, productivity gains including doubled output in some areas.
What mattered
- Started working with the business in November 2023.
- Designed the structural framework for an integrated whole-of-business system in under a month.
- Created a working prototype using Monday.com within weeks.
- Improved productivity, doubled productivity in some areas, and removed repetitive work in others.
- Developed ICT policy and communications frameworks alongside the software system.
The Complexity
Specialist Disability Accommodation management has high compliance load, 24-hour operational requirements, tenant stakeholder communication, landlord communication, NDIS complexity, marketing, vacancy management, and service delivery pressure.
The business had tried several times to create a custom CRM and believed a fully streamlined system may not be possible.
The System Design
The work involved designing an integrated operational framework underneath the software, then rapidly prototyping it in Monday.com so the business logic, changing requirements, workflows, communications, and staff feedback could be captured quickly.
The result was a working prototype within weeks, a productivity shift in the business, and a foundation for a potential software product that could support other SDA management providers.