The Family and Community Services (FACS) cluster supports vulnerable people and families across NSW to achieve their potential through housing, care and advocacy. We’re moving toward digital channels to make things faster and simpler for our customers, building digital channels for our customers, making sure we can quickly receive feedback online, and becoming more accountable through the development of a customer experience and satisfaction measurement framework.

Michael Coutts-Trotter
Cluster: Family and Community Services
Projects: 15
Secretary: Michael Coutts-Trotter
Position: Secretary, NSW Department of Family and Community Services

Project Stories

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  • Housing Connect Program

    Investment Level: $31M

    With MyHousing Applications Online, clients can apply for housing assistance or make a change to their application, quickly and easily. This service is available 24/7. It enables clients to upload supporting documents and confirm identity…

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  • Housing Connect Program

    Investment Level: $31M

    With MyHousing Applications Online, clients can apply for housing assistance or make a change to their application, quickly and easily. This service is available 24/7. It enables clients to upload supporting documents and confirm identity…

    Learn More
  • Housing Connect Program

    Investment Level: $31M

    With MyHousing Applications Online, clients can apply for housing assistance or make a change to their application, quickly and easily. This service is available 24/7. It enables clients to upload supporting documents and confirm identity…

    Learn More
  • ChildStory

    Investment Level: $103M

    ChildStory is an information technology system that will place each child supported by the child protection system at the centre of their story with a network of family, carers, caseworkers and other service providers around…

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  • ChildStory

    Investment Level: $103M

    ChildStory is an information technology system that will place each child supported by the child protection system at the centre of their story with a network of family, carers, caseworkers and other service providers around…

    Learn More
  • ChildStory

    Investment Level: $103M

    ChildStory is an information technology system that will place each child supported by the child protection system at the centre of their story with a network of family, carers, caseworkers and other service providers around…

    Learn More
  • Aboriginal Housing Platform Refresh

    Investment Level:

    Assessment and refresh of Aboriginal Housing Office platforms to support reforms under the Future Directions for Social Housing policy.
     

  • Aboriginal Housing Platform Refresh

    Investment Level:

    Assessment and refresh of Aboriginal Housing Office platforms to support reforms under the Future Directions for Social Housing policy.
     

  • BI, Data and Analytics Platforms Refresh

    Investment Level:

    Implementation of a federated Cluster wide analytics and reporting model to support decision making through the use of strategic data.  Supporting the expansion of Big Data & Analytics to provide open data sets to other…

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  • BI, Data and Analytics Platforms Refresh

    Investment Level:

    Implementation of a federated Cluster wide analytics and reporting model to support decision making through the use of strategic data.  Supporting the expansion of Big Data & Analytics to provide open data sets to other…

    Learn More
  • Property Life-cycle Program

    Investment Level: $4M

    The project outcome is to enhance the NSW governments response to social housing  by better matching NSW social housing tenants to properties, based upon reliable property assets and information. To achieve this, system…

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  • Property Life-cycle Program

    Investment Level: $4M

    The project outcome is to enhance the NSW governments response to social housing  by better matching NSW social housing tenants to properties, based upon reliable property assets and information. To achieve this, system…

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  • CRM Upgrade

    Investment Level:

    Upgrade of Customer Relationship Management System to support introduction of new business processes.

  • CRM Upgrade

    Investment Level:

    Upgrade of Customer Relationship Management System to support introduction of new business processes.

  • CRM Upgrade

    Investment Level:

    Upgrade of Customer Relationship Management System to support introduction of new business processes.

  • Language Services Telephone Interpreting System

    Investment Level: $1M

    Implementation of an IVR based call centre platform that can support the rollout of a language interpreting service to the citizens of NSW.

  • Language Services Telephone Interpreting System

    Investment Level: $1M

    Implementation of an IVR based call centre platform that can support the rollout of a language interpreting service to the citizens of NSW.

  • Language Services Telephone Interpreting System

    Investment Level: $1M

    Implementation of an IVR based call centre platform that can support the rollout of a language interpreting service to the citizens of NSW.

  • Contract Life-cycle Management System

    Investment Level:

    The CLMS is being implemented to support FACS' contract administration and supplier management business processes. The technical solution will be implemented as part of a wider business improvement program targeted at…

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  • Contract Life-cycle Management System

    Investment Level:

    The CLMS is being implemented to support FACS' contract administration and supplier management business processes. The technical solution will be implemented as part of a wider business improvement program targeted at…

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  • Digital Consolidation Program

    Investment Level: $4.5M

    Implementation of a consolidated FACS public web-site presence and single intranet for staff which will be optimized to be delivered to users on multiple platforms.

  • Digital Consolidation Program

    Investment Level: $4.5M

    Implementation of a consolidated FACS public web-site presence and single intranet for staff which will be optimized to be delivered to users on multiple platforms.

  • End user computing refresh

    Investment Level:

    Replacement and introduction of end-user computing platforms to enable an agile and mobile workforce and support collaboration with NGO's on front-line service delivery.

  • End user computing refresh

    Investment Level:

    Replacement and introduction of end-user computing platforms to enable an agile and mobile workforce and support collaboration with NGO's on front-line service delivery.

  • End user computing refresh

    Investment Level:

    Replacement and introduction of end-user computing platforms to enable an agile and mobile workforce and support collaboration with NGO's on front-line service delivery.

  • Human capital management system - implementation

    Investment Level:

    Refine and execute a program of work to consolidate the organisation's Human Capital Management (HCM) platforms and migrate to an 'As a Service' operating model.

  • Human capital management system - implementation

    Investment Level:

    Refine and execute a program of work to consolidate the organisation's Human Capital Management (HCM) platforms and migrate to an 'As a Service' operating model.

  • Human capital management system - implementation

    Investment Level:

    Refine and execute a program of work to consolidate the organisation's Human Capital Management (HCM) platforms and migrate to an 'As a Service' operating model.

  • Infrastructure consolidation and upgrade

    Investment Level:

    Consolidation and upgrade of core network, computing and storage platforms including the consolidation and rationalisation of Datacentres and migration to Cloud platforms.

  • Infrastructure consolidation and upgrade

    Investment Level:

    Consolidation and upgrade of core network, computing and storage platforms including the consolidation and rationalisation of Datacentres and migration to Cloud platforms.

  • One Contact Centre Program

    Investment Level: $5M

    Consolidation of multiple FACS contact centre systems onto a single, integrated platform, providing a consistent experience and improved efficiency.

  • Public and Social Housing Platforms Refresh

    Investment Level:

    Assessment and refresh of public Housing Office platforms to support reforms under the Future Directions for Social Housing policy.

  • Public and Social Housing Platforms Refresh

    Investment Level:

    Assessment and refresh of public Housing Office platforms to support reforms under the Future Directions for Social Housing policy.

  • Our Local

    Investment Level:

    An online system that connects children and young people to user-friendly information about local and state-wide services and opportunities and allow them to provide direct feedback to inform service planning.

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  • Our Local

    Investment Level:

    An online system that connects children and young people to user-friendly information about local and state-wide services and opportunities and allow them to provide direct feedback to inform service planning.

    Learn More