Empowering communities with modernised, efficient services

Success Stories

Industry
Community Services

Service
Technology Services, Organisational Strategy, Business Analysis

It has been a great experience for us as a team with a lot of firsts occurring.

Personally, I have learnt a lot and have appreciated the way you work.

Client background

Body corporate arrangements allow for private property management while sharing responsibility for communal areas. The Office of the Commissioner for Body Corporate and Community Management (OBCCM) plays a vital role in Queensland, offering dispute resolution and information services to occupiers, owners, and bodies corporate.

Their mission is to provide efficient and timely assistance in resolving body corporate disputes while ensuring community title schemes operate smoothly. As the primary authority in this space, OBCCM also offers guidance and ensures compliance with relevant regulations.

The challenge

With increasing demand for its services, OBCCM struggled to meet customer expectations due to reliance on legacy systems that were no longer supported.

This led to challenges in workflow efficiency, customer experience, accurate statistical reporting, and concerns around records management and information security. The risks to business continuity were mounting.

OBCCM needed help to modernise its technology infrastructure to continue serving the community effectively.

Our approach

Bdna was engaged by OBCCM and we were able to work with a clear objective: to help plan, analyse, and design a solution that would position them for future success.

Our team focused on three key goals:

Enabling customers to better manage their own service experiences through online services.
Enhancing OBCCM’s ability to deliver services more efficiently with improved workflow management and automation.
Strengthening information security and ensuring the confidentiality and availability of records.

We began with a comprehensive analysis of their current processes and technology, collaborating closely with OBCCM and DJ to develop a project plan. Through detailed business process mapping, we identified gaps, explored options for a case management system (CMS), and created a cost-benefit analysis that outlined the potential for long-term gains.

This resulted in a high-level implementation roadmap ensuring OBCCM would be well-prepared for the next steps in their technology transformation.

Outcomes and benefits

The engagement was a success on multiple fronts. All deliverables were completed on time and within budget, much to the client’s satisfaction.

We provided a more comprehensive and tailored analysis than initially anticipated, which has provided a strong framework for OBCCM to make informed decisions about their technology investments.

By the end of our engagement, OBCCM had a clear path forward with a solid plan to modernise their systems. They’re now well-positioned on the journey to enhance customer service, streamline operations, and safeguard critical information—ensuring they can continue supporting Queensland communities well into the future.

This engagement highlights our ability to understand and address complex challenges and to guide our clients toward sustainable, practical solutions that make a real difference.