Projects

NSW Veterans Strategy

Client.
NSW Office of Veterans Affairs
Services
Strategy, Engagement

Shaping how the state government could improve outcomes by surfacing stakeholder needs and targeting mainstream services.

01.
Client issue

Our client had a mandate to prepare a NSW Veterans Strategy with tight timeframes. The strategy needed to frame the NSW role in what is predominantly a Commonwealth domain, present the full range of activities already in place across a wide range of agencies in NSW as well as identify new responses to key issues. Importantly, stakeholders were both sensitive and vocal, and so consultation and deep understanding were key to the success of the project.

02.
Our approach

Our team developed the Strategy from beginning to end including:

  • Preparing research-based issues papers on veterans’ issues affecting NSW agencies
  • Conducting interagency consultation, including development of new initiatives
  • Conducting focus groups of location and cohort-based veterans across NSW
  • Analysing an agency-developed survey for key trends
  • Identifying a longlist of potential projects for investigation
  • Preparing the draft strategy and supporting actions.

03.
Result

The project was successful in delivering a Strategy for negotiation with the responsible Minister and government. Ultimately, the work was presented as a Strategy supported by Action Plans. The Strategy was widely accepted and is highly regarded within the sector.

The Strategy and Action Plan can be viewed here:

View the NSW Veterans Strategy and NSW Veterans Strategy Action Plan 2021-22.

04.
Key learnings

  • In this case, while the Commonwealth takes primary responsibility for veterans, their activity as NSW citizens means that many services offer support for their needs. Recognising diversity in service users is key to appropriate design.
  • The issues identified in research and with stakeholders support the development of innovative responses.
  • Agency trust is vital to supporting changed activity; building trust and engagement was a key component of this project.

“The Insight Partnership did a terrific job in navigating State agencies, Commonwealth issues and heavily invested stakeholders to give us a landmark strategy for veterans.”

Executive Director