How we transformed our services to support more people affected by cancer 

The cancer landscape in Australia is changing quickly, with increasing demand for cancer support and information.  

This is because people are living longer after a cancer diagnosis than ever before, thanks to life-saving research. And more people are being diagnosed with cancer as our population grows and ages.  

But we’re rising to the challenge to support people affected by cancer in NSW, by transforming our capabilities, processes, structure and technology.  

With the support of the community, we completed this transformation in 2022/23 and are now delivering services to people affected by cancer more efficiently and effectively.  

1. We now deliver our services to more people more efficiently 

We helped 10% more people, without compromising the quality of our service. We have achieved this based on the recommendations of a project which began back in 2019 called ‘Voice of the Client.’  

This project has been all about making our organisation more agile and responsive to the needs of people affected by cancer – our clients. As part of the project, we consulted extensively with our clients and other key stakeholders to dramatically improve the client experience. 

One key outcome of the project was to significantly improve our technology to enable our team to deliver services more quickly and consistently. 

2. We’ve made it easier for our clients to access our services 

We knew from stakeholder consultations we needed to make it easier for our clients to access our services.  

In the past, our clients spoke to many different people to access different services. We have now streamlined our processes and our structure; for many clients, they only speak to one person to access multiple services, tailored to their preferences and needs.  

Since implementing our project recommendations, we have surveyed our clients and found that they are highly satisfied with the changes.  

They praised our efficiency and customer service and commended our team for having good communication and being understanding and sympathetic. 

3. We’ve helped people through the cost-of-living crisis 

People affected by cancer already face financial, physical and emotional burdens of cancer and treatment.  

This year, they have been placed under additional pressure as inflation and interest rates have soared and the cost of living has risen sharply. 

We have seen this on the ground, as more of our clients talk to us about their financial distress.  

This year, we were able to respond by supporting more people with legal and financial services, cancer information resources, and emotional support.

We provided: