Redefining Accessibility: How Remote Work Enabled Uninterrupted Public Services 

What happens when an entire workforce must go remote – overnight? In the face of a global pandemic, a major government department was tasked with an extraordinary challenge: enable over 5,000 staff to work remotely, securely, and efficiently, without compromising the delivery of critical services to the community. This wasn’t just a logistical shift, it was a transformation. Accessibility became the guiding principle, not only in terms of technology, but in how people connected, collaborated, and continued to serve. It was about ensuring that essential public services remained available, responsive, and inclusive to communities across the state.
The Challenge

The Department’s existing digital transformation program had laid the foundation, but the urgency of COVID-19 demanded rapid action. The goal was to maintain BAU operations in an unified way whilst ensuring that citizens, especially those in regional and vulnerable communities, continued to receive uninterrupted access to critical services.

Our Engagement

As business consultants, Terra Firma led the delivery of a program designed to enable large-scale remote working while preserving operational continuity. The focus was on providing staff with the tools, support and infrastructure needed to adapt quickly and confidently, ensuring they were able to continue providing essential services to the community. This wasn’t just about equipping staff with the right tool, it was about preserving the connection between government services and the people who rely on them.

Key Initiatives

Statewide Connectivity

Streamlined IT equipment and business systems across regional and metropolitan offices.

Rapid Enablement

Staff without portable devices were quickly equipped with appropriate technology.

Organisational Change Management (OCM)

A tailored strategy supported staff through the transition, ensuring adoption and engagement.

Crisis Response

Critical incident protocols were mobilised to coordinate a structured COVID-19 response.

Remote Program Delivery

Services were adapted for remote or physically distanced delivery, preserving continuity for the community.

The Outcome

The result was a resilient, accessible workplace model that empowered staff to continue delivering essential services under extraordinary circumstances. This transformation program allowed the rapid transition of over 5,000 staff to remote work during the pandemic with minimal friction. The transformation ensured that citizens across NSW continued to access vital services without disruption, even during lockdowns and restrictions. This model of accessibility proved resilient, scalable, and community focused.

Why It Matters

Accessibility in government isn’t just about internal systems, it’s about ensuring every citizen can connect with the services they need, when they need them. Terra Firma’s work helped the Department uphold its commitment to the public, demonstrating that with the right strategy, accessibility can be a powerful force for equity, inclusion, and trust.

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