Case Study: Northcott achieves a modern, searchable intranet and automated workflows with Elcom

Northcott - Customer Case Study

Northcott is one of Australia’s largest not‑for‑profit disability service organisations, operating from 160 metropolitan and regional locations across NSW and the ACT, with 2,500 staff supporting over 13,500 people each year. Their legacy intranet (NIGEL, built in Dreamweaver) was hard to update, domain‑locked, full of duplicate or out‑of‑date documents, and difficult to navigate—issues that became critical when an acquisition doubled frontline staff overnight and remote workers couldn’t find the policies and forms needed to safely support customers.

Elcom was chosen to build a new intranet, Nula, using flexible taxonomy, powerful search, Active Directory integration, role/location‑aware content, dedicated team workspaces and automated workflows (including the SIL NDIA quoting process). The solution improved findability and self‑service, reduced routine queries, and now supports over 15,000 sessions and 800 document downloads weekly while providing governance and visibility across approval processes—delivering faster access to critical information and greater operational efficiency.

Northcott

Madeleine Donkin

Digital Business Development Manager