The Corporate Services division brings together specialist support services, including finance, legal, procurement, risk, governance, strategy, research and insights, information technology, general administration, and facilities management.
There are four main teams within the Corporate Services division:
Procurement, Legal, Governance and Grants Administration
- This team provides advice and support to all of Destination NSW’s legal, procurement and risk needs. The team is also responsible for supporting Destination NSW in the administration and governance of the agency’s grant programs.
Finance
- This team provides financial management, budgetary control and regulatory reporting to ensure Destination NSW complies with legislative requirements and makes informed financial decisions. The team also manages the delivery of external audit and shared services programs.
Performance Assessment, Insights and Strategy
- This team provides advice and performance assessment for major events and marketing campaigns. It also provides industry data, statistics and research to enable data-driven decision making to support marketing, industry, government and strategy development.
Corporate Operations and Information Technology
- This team is responsible for corporate operations, facilities management and information technology, including development of a technology roadmap, with implementation of associated systems and hardware.
CUSTOMER RELATIONSHIP MANAGEMENT — SALESFORCE CRM
The Salesforce program delivers identified, high-priority projects to assist Destination NSW’s strategy by supporting users, conducting minor process improvements, delivering training and cleansing data. Some of the high-priority projects include reviewing artificial intelligence (AI) CRM use cases and preparing for the release of new AI functionality, as well as enhancing integrations to key external and internal systems to streamline projects.
DESTINATION NSW STRATEGY AND PROJECT MANAGEMENT PLATFORM — MONDAY.COM
During FY23-24, the team continued to lead improvements to the project management platform, Monday.com, delivering a three-year roadmap to improve Destination NSW’s project collaboration, ensuring increased operational efficiency.
TECHNOLOGY STRATEGY AND ROADMAP
A technology strategy and three-year roadmap was developed for Destination NSW to further accelerate the achievement of strategic initiatives and maintain an industry-leading position. The strategy considers the organisation’s current state of technology, as well as emerging trends in technology and the NSW visitor economy and how these can be leveraged in consideration with Destination NSW’s organisational goals.
DATA AND ANALYTICS STRATEGY
Destination NSW is continuing the development of a Data and Analytics Strategy that complements its technology roadmap. This includes key initiatives to unify and improve the data analytics maturity and governance across Destination NSW to deliver enhanced data tools and products to aid data-driven decision-making.
YEAR 1 – JULY 2023 TO JUNE 2024 – STABILISE
| ITEM | STATUS |
|---|---|
| Define business processes — focusing on approval processes | Achieved |
| Recommendation / solution report | Achieved |
| Process optimisation — phase 1 | Achieved |
| File and records management — year 1 | Achieved |
| Redesign employee experience — onboarding/offboarding, define current process and improvements | Achieved |
| Determine data needs across Destination NSW | Deferred to Year 2 |
| New technology and functionality | Achieved |
| Assess integrations | Achieved |
| Customer Data Platform Project | Commenced |
| New corporate website | Achieved |
| Attain cyber security minimum maturity level 4.0 | Achieved |
| Assess chatbot use case | Achieved |
YEAR 2 – JULY 2024 TO JUNE 2025 – TRANSFORM
| ITEM | STATUS |
|---|---|
| Process optimisation — phase 2 engagement | On track |
| Implement records management update | On track |
| Data and reporting needs assessed | Commenced |
| Redesign employee experience — implement onboarding/offboarding changes | On track |
| Change management function | On track |
| Decision on chatbot/implement chatbot (Salesforce) | On track |
| E-signature tool | Commenced |
| Organisation-wide calendar | On track |
| Attain cyber security minimum maturity level 5.0 | Goal to be revised based on new NSW Cyber Security Policy |
ONGOING ORGANISATION GOVERNANCE OUTCOMES ACHIEVED
Provision of operational support
- Corporate Operations policies and guidelines
Accelerate digital innovation
- Define cross-divisional/enterprise business processes to support productivity, digitisation, and data governance.
- Develop corporate operations capability in key systems to drive internal awareness on platforms and establish a training regime.
- Salesforce CRM, including streamlining of key business processes and solutions.
- Execute the technology roadmap to define the north star and guiding principles for consolidation of systems and streamlined services.
Improve governance and risk management
- Create a records management culture through awareness campaigns, simplified messaging, and available information.
- Create a cyber-aware workforce through grassroots induction programs, consistent communications, and widely tested response planning.
- Foster a culture of risk management and governance.