Disconnected operational data

• Transport scheduling, payments, fleet, telephony and aged-care intake all sat in separate systems
• Manual re-keying, reconciliation and duplicated administrative effort across all of them
• Taxi payment provider data entered into the transport scheduling system by hand
• New clients re-entered into downstream systems manually

WHS, governance and compliance

• Incidents, complaints, hazards, gift and recruitment approvals ran on paper, email and spreadsheets
• Limited audit trail and no consolidated visibility
• Certification and training compliance managed in a system not fit for purpose, with manual reminders and certificate data entry
• Leadership and the board needed consolidated, real-time visibility they didn’t have

Operational dashboards and automations

• A unified Dataverse data layer sourced from TRIPS, the transport scheduling system — clients, drivers, journeys, bookings and vehicles — feeding a model-driven app and management dashboards
• Taxi payment processing: automated import, de-duplication and client-matching, replacing manual reconciliation
• Payment system integration: new and updated clients synced automatically as customers
• Fleet management integration: fuel-card entries, vehicle issues and odometer readings pushed through automatically
• My Aged Care intake: automated capture of MAC emails from a shared mailbox into matched client notification records
• Soft phone telephony export, service agreement automation, driver reconciliation sheets, volunteer reimbursement, plus apps for driver fatigue, availability, volunteer hours and kilometres travelled

Approvals, WHS & governance

• A reusable approval engine with automatic approver resolution, out-of-office fallback and time-out handling
• A weekly digest of approvals about to lapse
• Microsoft Forms–driven workflows for complaints, incidents (with injury alerts), hazards, gift register, compliments, recruitment requisitions and community-transport expressions of interest
• Each logged to SharePoint with tiered routing and notifications

Certification tracker

• An in-tenant Power Apps canvas app for managing individuals and their certifications, with role-based required-certification defaults
• AI-assisted document extraction reading certificates from email, a SharePoint watch folder, or in-app upload, then updating each individual’s record
• Exception handling for documents it can’t read confidently
• Automated reminder cadences: daily expiry reminders to individuals, managers and admins, plus weekly expired and expiring compliance digests
• The existing HR system was fully replaced

8

apps delivered

60

automations built

40+

data tables modelled

3

connected solution areas

A stronger improvement culture

CCCS reports that the work has lifted its overall business-improvement culture, with technology change seen as an enabler rather than a disruption.

Junior staff owning change

Junior team members have taken proactive ownership of change management — championing new automations and driving adoption within their teams.

Capacity, not headcount

Better-connected systems have let CCCS redirect staff capacity away from manual, repetitive administration and into higher-value work — including long-standing tasks that had been stuck on the to-do list.

Single platform

Transport, WHS, governance and compliance consolidated onto one Microsoft-native foundation, replacing disconnected spreadsheets and disparate systems.

Efficiency

Manual reconciliation and re-keying — taxi payments, client sync, certificates — replaced by automation, freeing staff for higher-value work.

Compliance & WHS

Incidents, hazards and certifications tracked in-tenant with routing, reminders and audit trails, reducing the risk of things falling through.

Data ownership & residency

All data resides in CCCS’s own Microsoft 365 tenant and an Australian Azure region.

Scalability

A Dataverse-anchored foundation that allows new integrations and automations to be extended without rebuilding.

Room to grow

As services have expanded across the Illawarra, that foundation has let CCCS scale its systems while minimising growth in the administration footprint.

Microsoft platform

Dataverse  •  Power Apps  •  Power Automate  •  SharePoint Online  •  Forms  •  Outlook  •  Teams  •  Azure AI Document Intelligence  •  Azure OpenAI  •  Azure Function Apps

Integrated systems

TRIPS  •  payment processing  •  fleet management  •  taxi payments  •  phone system  •  My Aged Care notifications