Family Safety Victoria
Enabling government policy implementation across service sectors
We designed a new organisational maturity model and toolkit that helps services engage the MARAM Framework, which regulates reporting and referral of family violence, in Victoria.
Outcomes
- An understanding of current-state user experience (including user personas)
- New tools and resources to understand the user experience of the MARAM Framework
- A clear organisational maturity model to underscore the toolkit
- Boosted self-audit capability and engagement with the maturity assessment process
Services
- Policy design
- Monitoring and evaluation
- Capability evaluation and strategy
Sectors
What is MARAM?
The Family Violence Multi-Agency Risk Assessment and Management (MARAM) Framework has been designed to address critical issues and gaps identified in the provision of family violence services.
FSV engaged us to create a maturity model that would to support prescribed organisations to identify and measure their progress benchmarks.
We designed a maturity model for users of MARAM based on four stages: Commit, Build, Embed and Stretch
Research findings and user needs
To do this work we conducted a range of co-design activities with users of MARAM.
This work revealed two major findings about the existing MARAM organisational development tools: users have as strong desire for simplification, and context is key.
MARAM tools need to help users cut through the detail to quickly assess and understand how guidance applies in their specific context.
Designed to be printed or viewed digitally, the Roadmap is a series of 6 posters that outline the journey to improving MARAM alignment.
Four MARAM maturity stages
Through our research and codesign process it became clear that user needs changed as they moved through stages of MARAM maturity. When they are just getting started they need support to build commitment and understand their scope. Once ready to commence implementation they need to know the critical path to minimum compliance, followed only then by additional information about how to achieve best practice and elevate impact.
Our model broke out maturity into four easy to understand stages. Commit, Build, Embed and Stretch.
Users told us their preferred format for organisational auditing was a spreadsheet.
Together we developed and designed an interactive spreadsheet, where users can self-assess their organisation across multiple services.
The spreadsheet delivered assessment features similar to an assessment form, delivered through formulas, conditional formatting and cross referencing.
A dynamic and detailed toolkit
We also created four MARAM tools as part of the kit, that allow for users to do a comprehensive MARAM maturity assessment and plan their improvement strategy.
The tools exist along a spectrum of simplified to detailed - versions of the same maturity information — offering progressively more depth and detail, allowing users to approach the tools based on their specific needs.
To support the delivery of research findings we also identified a clear set of MARAM user personas. Personas are characters created from research findings to capture the ways in which individual users interact with a service, product or concept.
