STREAMLINING DISASTER RECOVERY

In my role at Service NSW, I worked on initiatives that improved the experience of citizens interacting with government services during high-stress situations. One key project was the Tell Your Story Once (TYSO) initiative - a collaboration with agencies including the NSW Reconstruction Authority - designed to simplify disaster recovery for individuals affected by natural disasters.

TYSO allows people to provide their information just once, with their consent, so it can be securely shared across multiple government and non-government agencies. This reduces duplication, saves time, and minimises stress for people navigating the recovery process.

How TYSO Works

• Centralized registration: People can register through multiple channels, from online platforms to in-person support.

• Information sharing: Submitted data is securely distributed to relevant agencies, enabling a coordinated recovery effort.

• Reduced burden: Customers no longer need to repeat their story to multiple organizations, easing the stress of the process.

• Streamlined support: Government assistance applications are faster, helping people access help when they need it most.
  

The NSW Reconstruction Authority is a key partner, leading disaster recovery across NSW. TYSO fits within this broader coordinated response, ensuring a more unified and effective approach when disasters occur.

In my role, I identified opportunities to create a more streamlined process for customers, focusing on moments of high stress and anxiety. Working closely with the Reconstruction Authority, I helped design an experience that is empathetic, efficient, and centred on the needs of those navigating recovery - so support reaches them faster and with less friction.