I’ve been working with Femili PNG to implement a cloud-based CRM to improve their data management and analysis capabilities.
In December 2022, I had the pleasure of visiting the Femili PNG offices in my role as Information Systems Manager for Friends of Femili PNG. A key focus of this visit was to assist Femili PNG to digitise the paper-based monitoring and evaluation processes used to track outcomes for survivors.
Securing outcomes for survivors
Femili PNG supports over a thousand survivors of family and sexual violence every year. They secure a wide range of outcomes for these survivors, from court protection orders, to safe accommodation and the arrest of perpetrators.
It is no mean feat keeping track of all of these outcomes.
Today, caseworkers complete complex forms which are manually processed each fortnight. The system works, but is error prone and time consuming. Time spent filling out forms and correcting mistakes reduces valuable time where caseworkers could be helping clients. In addition, there is no easy way to see which clients need what kind of assistance at any given time.
Working together to create a CRM
Through my role at Friends of Femili PNG, I’ve been working with Femili PNG to improve this system.
Last year, we jointly developed plans for the CMS, or Case Management System. This is a customised cloud-based client relationship manager (CRM) that enables caseworkers to securely see and update information about their clients in real-time. This provides useful information to the caseworkers, such as the status of their cases, and provides much more reliable and up to date reporting to management.
By using the CMS, caseworkers can spend more time focusing on clients and less time completing paperwork.
To ensure that the system meets Femili PNGโs complex needs, Friends of Femili PNG is working with Femili PNG every step of the way. We are developing it in three phases, with more features being rolled out at each phase.
Phase one of the CMS development plan was successfully rolled out during this visit. Caseworkers can now see up to date information about their clients and cases, conduct client satisfaction interviews, process repatriations, and refer clients to Femili PNGโs other partners, such as safe houses and the police.
The CMS
We’re building the CMS using Microsoft Dataverse, the powerful database engine that powers Dynamics 365 and Power Apps.
Robust security and modern authentication prevents caseworkers from viewing information of unrelated clients, and prevents unauthorised access.
We’re also leveraging Microsoft’s Azure cloud grant for non-profits to process anonymised data, which we use in Power BI for reporting, monitoring and evaluations.
I’m excited to continue my work on this project, and empower Femili PNG staff to spend more time doing their important work with clients, and spend less time on paperwork.
You can learn more about my work with Friends of Femili PNG by reading my blog on their website.