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CASE STUDY | 12 MINUTE READ

This NGO Went From 9 Disconnected Systems to 1 Central Platform

Barnardos Australia built a self-service portal on Liferay DXP that helps caregivers manage cases for children while protecting sensitive information.
14,000+
children helped
450
employees trained
180
programs supported
Outline
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Key Takeaways

  1. Save time with a central platform. Going from nine systems to one has increased Barnardos Australia’s operational efficiency.
  2. Improve access to resources. Caregivers can now both submit and find information much easier.
  3. Manage data securely and efficiently. With Liferay DXP as the front-facing portal and SugarCRM storing the data, Barnardos Australia ensures only the right people handle sensitive data.

Background

Barnardos Australia is a not-for-profit organization that helps thousands of children and families each year conquer issues like poverty, homelessness, violence, and mental health crises. Last year, Barnardos Australia worked with 14,494 families throughout Australia.

Challenges

In order to support so many families and members of the community, Barnardos Australia was using nine different systems for casework and risk management, financial tracking, and staff and family communication. 
The problem? These systems didn’t connect, causing major inefficiencies like:
  1. Difficult-to-find information. Caseworkers needed to enter case notes into one system, retrieve personal data from another, and manage incident reports from a third, for example.
  2. Inconsistent data. Because the systems didn’t—and couldn’t—connect, data was often duplicated or incorrect.
  3. Inadequate reporting across systems.  Barnardos Australia is required to give governing bodies family and child details in order to receive funding, but generating reports was a time-consuming and often inaccurate process.
Barnardos Australia’s Head of Practice and Impact Matt Hooey saw the solution as simple, at least in theory: “We needed one system.”
Our integration with SugarCRM and Liferay equips us to make a real impact. It helps us improve outcomes for the kids and families we support.
Matt Hooey
Head of Practice and Impact, Barnardos Australia

Implementation

With the goal of having one front-facing platform that caregivers and even children can access, Barnardos Australia chose Liferay DXP. Liferay DXP acts as the main portal and integrates with SugarCRM, a technology partner. The data is ultimately stored and resides within SugarCRM.
Launching the new self-service portal required migrating thousands of case histories and training more than 450 employees, but the effort was worth it. As Matt noted, “Old systems were replaced with one powerful platform, streamlining workflows and delivering critical information to staff and families exactly when needed. Today, Barnardos Australia is empowered with the right technology to deepen its life-changing impact in the community.”
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Results

Going from nine platforms to one has completely changed processes for Barnardos Australia at an operational level.
  1. Caseworkers save hours a day when they log in to add case notes, track incidents, or  submit invoices.
  2.  Real-time data means information is always accurate and updated automatically, meaning better, more efficient communication.
  3. Reports get generated in minutes and are more accurate, which enables quicker access to government funding and better strategic planning across 180 programs. Matt explains that now, “We can generate reports on specific program outcomes, assess them, and identify community trends in real-time.”
The central platform has boosted efficiency for Barnardos Australia employees and the caregivers they support. For example, foster parents can access information like healthcare details, emergency contacts, and schedules. 
And children themselves have a degree of access and autonomy over their own data too. As Matt put it, “We wanted to find a way to give children easier access to their own information. It’s their life story, and they deserve access to their data.”
Ultimately, the new platform helps Barnardos Australia with their central goal—as Matt says, “to support vulnerable children in recovering and thriving, so they can reach their brightest future.”

About the Technology Partner

SugarCRM offers software solutions that helps marketing, sales, and service teams reach peak efficiency through better automation, data, and intelligence so they can achieve a real-time, reliable view of each customer. Sugar’s platform provides leading technology in the sales automation, marketing automation, and customer service fields with one goal in mind: to make the hard things easier. Thousands of companies in over 120 countries rely on Sugar by letting the platform do the work. Headquartered in the San Francisco Bay Area, Sugar is backed by Accel-KKR.