Case Study: Commonwealth Government Department

Case Study

Commonwealth Government Department

  • Location: Australia
  • Industry: Government
  • Product: K2 blackpearl, K2 smartforms
  • Integrations: Microsoft SharePoint, SQL Server Database/Reporting Services, OnePlaceSolutions
  • Solutions built: Legal Information System, Reporting Dashboard

This Commonwealth Government department employs staff in Australia as well as overseas postings around the globe. In addition to managing high-profile caseloads, they are responsible for providing intradepartmental legal support and advice.



Daily operations involve a vast array of complex requirements spanning multiple information domains that have been traditionally supported by fragmented and outdated systems.

This lack of integration was extremely frustrating and resulted in reporting inconsistencies, poor visibility across cases and different branches, and an inability to search for or through cases, documents or emails with a single search. Compounding all these challenges was a large increase in cases and a simultaneous directive to reduce staff numbers. This department began their search for a single information architecture that provided a flexible and agile solution with consistent statistical reporting, KPIs and business intelligence across the entire caseload and ultimately settled on K2.

“K2 was chosen for its flexibility and ability to meet very detailed and specific business requirements. The alternative was an off-the-shelf solution, which would have achieved a 50 percent fit to requirements at best,”



The department’s solution, built using K2, integrates SharePoint and SQL Server databases, meaning staff can now file all information and maintain case details from a single user interface. Also included is a powerful and more granular search capability, which lets staff access information quickly and efficiently.

The K2 solution gives the department the ability to organise different aspects of group and individual work – eliminating the need to maintain spreadsheets of cases in an effort to self-organise workloads. A newly developed Case Creation wizard facilitates the rapid entry of new cases. The communication of new cases from manager review to legal officer allocation and the collection of materials for individual cases is now automated.

K2’s forms and views were used to construct a powerful dashboard that gives users access to interactive graphs and charts that summarise a diverse mix of real-time KPIs and metrics. Staff are now able to effortlessly and readily identify the key characteristics, makeup and profile of the overall caseload.

“K2 has been used to assist in achieving greater automation in key areas that have traditionally involved significant staff time and effort,”

The K2 solution has helped this department raise productivity and efficiency levels, lower training costs and effort, spend less time organising workloads and provide “greater awareness and understanding of the business/operational environment through powerful business intelligence and built-in KPIs across the full breadth of services.”

Current users are extremely pleased with the new system and the department continues to develop and roll out the K2 solution across the entire division. “The focus has been on desktop users. However, mobile users will become a focus as the desktop rollout widens,”


  • Greater productivity and efficiencies through the automation of high-frequency work steps, actions, procedures, and processes
  • Lower training costs and effort
  • More accurate and consistent information
  • Time savings for staff members organising workloads
  • Greater awareness and understanding of the business and operational environment