NSW Department of Customer Service Project Management Solution

This document is a case study detailing the NSW Department of Customer Service's initiative to unify its project portfolio using the Altus solution built on Microsoft Power Platform. Established in July 2019, the Department comprises over 30 agencies and focuses on enhancing customer service and digital leadership. The case study outlines the challenges faced by the Department, including traditional project management silos and the limitations of their existing project and portfolio management (PPM) technology. To address these issues, the Department sought a new solution that would consolidate data and improve transparency. The Altus solution was selected for its ability to align projects with business strategy, optimize work processes, and enhance collaboration. The implementation process involved close collaboration with Sensei, leading to a successful launch in July 2022. The case study highlights the rapid adoption of Altus among users and its impact on project visibility and governance across the Department.