NSW RFS

With over 70,000 members, the NSW Rural Fire Service is the world’s largest firefighting service. It supports the people of NSW in times of crisis. After thousands of homes were lost during the Black Summer Bushfires of 2019 - 2020, it became clear that the service’s existing digital capability was not enough. I lead the design team working with the RFS to shape a new vision for the volunteer member experience, and deliver it on ServiceNow. This required a full redesign across business process, digital workflows, and experience.

Outcome

Converted complex paper-based processes to an intelligent digital capability, widely acknowldged by partners.