The
Challenge
.

MOIRA has been supporting people living with disability for over 60 years. This includes people living with disability, young people experiencing homelessness or other forms of disadvantage, and their families and carers.

MOIRA is a public company, limited by guarantee and accredited under DHHS quality standards and also registered as a service provider for the National Disability insurance Scheme (NDIS).

MOIRA provides a diverse range of services, from intensive direct support for individuals, to heavily transaction-based financial services. Recently, one of its newer service offerings involved a largely manual and complex business process in which MOIRA was the coordinator of frequent interactions between multiple parties, tracking communications, approvals and actions.

The process had multiple touch points and variations of activity flows. It was extremely time consuming and unsustainable given MOIRA’s anticipated growth in this area. MOIRA recognised the need to automate its processes to provide a consistent approach and drive greater efficiency, accuracy and insights.

The
Solution
.

In response to MOIRA’s requirement, Kiandra developed a desktop application to automate the management of significant aspects of this business unit.

Leveraging an existing application that MOIRA had written internally, Kiandra developed a front-end, adding new screens to handle document processing, import and export file creation, and email generation.

A database layer was generated from the existing database and a repository layer was introduced to manage storage and retrieval between the application and the SQL Server database. The approach ensured that the enhancements were compatible with the existing database commands and queries in the application. A logging framework was introduced and role-based permissions ensured access to operationally sensitive areas were restricted to admin-level users.

The implementation of the new desktop solution has empowered MOIRA by providing its staff with the information they need to service their clients and respond to all their needs regarding communications, document processing and approvals, and this is accomplished in a tight, user-friendly, and centralised workflow-enabled system.

The
Outcome
.

The new front-end desktop application has transformed internal processes for MOIRA.
MOIRA now enjoys a powerful business system that has addressed key capability gaps in the following areas:
 
  • Improved the efficiency of handling client documents and communications
  • Greatly improved the visibility of where any item is in the processing cycle, reducing the amount of manual checking required
  • Improved delivery of services to clients, specifically in speed of resolving enquiries, and in reducing human processing touchpoints.

The new solution is dynamic and scalable, providing MOIRA with a robust product that will grow and adapt with their business and systems.

Since this development, Kiandra and MOIRA have continued its working relationship to span over several years. Most recently Kiandra built its Financial Plan Management (FPM) Portal – a web application used by both internal and external users.

Each external user type will have a dashboard and actions that are relevant to them. This encompasses an easy to use dashboard capability where users can see at a glance invoices claimed and their status.

We are currently working on phase two of the FPM project, with another project in flight.
 

TONY COLLINS
Manager - Technology, MOIRA
The investment in the project has already begun to be realised. Kiandra’s solution for MOIRA has transformed our processes for managing client data, and as a result, enabled us to provide an even better service for our growing client base.

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to help.

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