Choosing the system to replace an ageing client database for a family services provider

The challenge

Ngala is a not-for-profit organisation delivering parenting and early childhood support services across Western Australia. It supports thousands of clients each year through tailored programs, and puts a strong emphasis on client experience, continuity and impact.

Ngala engaged us as part of a broader digital transformation to replace legacy systems with modern, scalable ones. A critical priority was a new system to replace an ageing, custom-built Microsoft Access database that had become unreliable, inefficient and dependent on a single staff member for support. Client data was fragmented across service areas and relied on paper forms, which limited visibility of each client's journey.

Ngala needed a secure, modern commercial solution that gave a complete view of each client across its services and integrated with its existing systems. It had to bring client information into a single digital source of truth and reduce administrative overhead, while keeping room for future changes to how services are delivered.

Our approach

We started by talking with stakeholders across Ngala's service areas to understand their workflows, pain points and priorities. We captured and prioritised the functional and technical requirements so the choice would fit both current operations and Ngala's strategic goals, with an emphasis on an off-the-shelf solution to reduce long-term risk and customisation costs.

We then ran a vendor evaluation and shortlisting process, keeping Ngala's leadership and service teams informed throughout so the decision had their buy-in.

The outcome

Ngala has a clear path to modernising how it engages with and manages its clients, through a solution that meets its operational needs and supports strategic growth.

The recommended CRM will provide one platform for managing every client interaction, with data shared across services and integration with existing systems. Its features include digital intake forms, automated workflows, centralised case management and better reporting. It positions Ngala to streamline service delivery, reduce duplicated administration and system risk, and support future enhancements such as fee-for-service invoicing.