Case Study: Disability Services Queensland achieves rapid, automated criminal-history screening—processing 18,000+ checks and saving ~8 FTEs with Resolve Software Group

Disability Services Queensland - Customer Case Study

Disability Services Queensland (DSQ), which funds and oversees services for people with disability through the Department and 300+ NGOs, had to meet a new statutory requirement under the Disability Services Act 2006 to criminal‑screen roughly 21,000 workers biennially, with an initial screening window of July–December 2006. With limited time and budget, a complex stakeholder set (internal and outsourced IT, website designers, Queensland Police, a card manufacturer and hundreds of service providers) and the need to design new business processes, DSQ needed a fast, low‑manual system to process and track applications.

DSQ extended its existing Resolve software to capture online and manual applications, validate and de‑duplicate them, submit encrypted XML batches to Queensland Police, and automate transfers to the card manufacturer for ID issuance. The centralized system prevents duplicate checks, supports renewals, and gives agencies electronic access. Since rollout DSQ has processed more than 18,000 applications in about a week each, eliminated the equivalent of roughly eight full‑time roles, requires manual intervention only for a small minority of cases, and can be maintained and adapted in‑house after two days of training.

Disability Services Queensland

Patrick Sherry

Director