Securing the Frontline: Strategic Enablement for Public Confidence in Health Services

What happens when a public health crisis demands a 1,500-person response team in days – not weeks? In times of crisis, trust in public systems becomes paramount. During the height of the COVID-19 pandemic, a Government Department faced an urgent challenge: rapidly mobilise a contact and trace centre to protect public health. Terra Firma was engaged to help deliver a secure, scalable solution that would not only support the workforce behind the scenes but also reinforce public trust in the government’s ability to respond swiftly, transparently and effectively.
The Challenge

To operate a COVID-19 Contact and Trace Centre, the Department needed to onboard and manage a workforce of approximately 1,500 people from various agencies. The existing rostering system was built on spreadsheets and manual processes which were not equipped to handle the scale, complexity or urgency of the task. A new solution was required to ensure accurate scheduling, secure data handling and operational continuity, all while coordinating and supporting the rapid increase in cases of individuals in contact with COVID-19.

Our Engagment

Terra Firma provided project management and procurement expertise to guide the Department through the selection and implementation of a fit-for-purpose rostering, time tracking, and payment system. We worked closely with stakeholders to ensure the solution met both operational and cybersecurity requirements, enabling the Department to deliver a coordinated and trusted public health response.

Key Initiatives

Rapid Solution Procurement

Delivered a fully functioning rostering system within five days, endorsed by cybersecurity and testing teams.

Secure Access Enablement

Implemented single sign-on protocols to ensure secure, compliant user access.

Scalable Workforce Management

Enabled scheduling and resource allocation for 1,500+ staff across extended hours.

Payroll Integration

Completed payroll functionality within three weeks, ensuring timely and accurate compensation.

Change Management & Training

Supported staff with tailored onboarding and training to ensure smooth adoption.

The Outcome

The Department successfully transitioned to a secure, scalable rostering system that supported over 1,500 contact tracing personnel within a three week period. This rapid enablement ensured that contact tracing operations could run efficiently and securely. This allowed the Department to respond to COVID-19 outbreaks with speed, precision and minimal disruptions, resulting in faster identification of exposure risks and quicker isolation protocols. The system’s reliability and transparency helped reinforce public confidence in the health response, especially among vulnerable communities relying on timely intervention.

Why It Matters

Trust in public health systems is built not only through care, but through capability. By enabling secure, coordinated workforce operations, Terra Firma helped ensure that the contact and trace centre could function as a trusted frontline defence. When outbreaks occurred, the government could respond with speed, structure and confidence. This allowed for reaching exposed individuals faster, containing the spread more effectively and protecting the broader community. This project demonstrated that with the right strategy and execution, digital transformation can be a powerful tool for restoring public confidence especially when lives are at stake.

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