eSafety | RTTP Case Management

Overview

The Regulatory Technology Transformation Program (RTTP) Case Management solution was designed to modernise eSafety’s regulatory operations while maintaining strong governance, security, and operational stability.

The approach focused on using Microsoft Dynamics 365 Customer Service and the Power Platform in a way that supports change over time, avoids unnecessary customisation, and aligns with eSafety’s broader technology and regulatory obligations.

Operating in an evolving legislative environment

The RTTP Case Management solution was delivered while the underlying legislation was still being developed, requiring the team to operate within a changing policy and regulatory context. As legislative intent and associated business processes continued to evolve, the delivery approach needed to remain adaptable to ensure the intended business outcomes could be achieved.

At the same time, multiple business areas were engaged concurrently, each contributing to the emerging operating model. This created a need for an approach that could accommodate variation, support parallel engagement, and evolve as clarity increased.

Using a proof‑of‑concept to support solution flexibility

To respond to this evolving environment, the team adopted a proof‑of‑concept–led delivery approach, using working solution components to make the system tangible early.

The proof of concept provided:

• a shared reference point for discussions across business areas
• greater flexibility to adapt the solution as requirements emerged
• a practical way to explore how regulatory processes could be supported in practice
• This approach helped move conversations from abstract concepts to observable system behaviour, supporting more effective collaboration and alignment.

Enabling requirements to emerge through iteration

By grounding discussions in a working solution, the proof‑of‑concept approach allowed requirements to be refined progressively as understanding of the legislative and operational context matured.

This iterative model:

• reduced reliance on early assumptions
• supported validation of workflows as they evolved
• ensured the solution could adapt in step with the business context

As a result, the final design reflected real operational intent rather than static interpretations formed too early in the legislative lifecycle.

Designing for maintainability and controlled change

From the outset, the RTTP Case Management solution was guided by a configuration‑first design philosophy, prioritising platform capability over bespoke development.

This approach supports long‑term maintainability, reduces technical debt, and enables eSafety to adjust processes as regulatory needs evolve—without requiring constant redevelopment.

Separating digital forms from core case management

As part of this design, the team introduced an approach that separates digital forms from the core CRM and case management environment, while still enabling secure and reliable data exchange between the two.

This was implemented by connecting two distinct cloud‑based Dataverse environments:

• one environment optimised for public‑facing digital forms
• a separate environment supporting internal case management and regulatory workflows

The environments are integrated using standard Power Platform capabilities, allowing information to flow between them without tightly coupling release cycles or operational dependencies.

Why separation matters in a regulatory context

In regulatory environments, digital forms often change frequently, while case management platforms must remain stable, controlled, and auditable.

By separating these concerns, the solution:

• reduces risk when public‑facing services need to change
• allows independent lifecycle management of each environment
• protects the integrity of core regulatory systems

This reflects an understanding that different parts of a regulatory platform must move at different speeds.

A low‑coupling, standards‑based integration approach

Rather than introducing bespoke or proprietary mechanisms, the integration between Dataverse environments follows loosely coupled, standards‑based patterns available within the Microsoft Power Platform.

The emphasis was on:

• configuration over custom code
• clear architectural boundaries
• minimising long‑term maintenance and support overhead

This ensures the solution remains understandable, supportable, and adaptable for eSafety teams over time.

Supporting future evolution without re‑architecture

The dual‑Dataverse approach enables future change without requiring fundamental redesign. Either environment can be enhanced independently to support new requirements, volumes, or capabilities, while maintaining the integrity of the overall solution.

This provides a stable foundation for future RTTP phases, allowing eSafety to evolve its regulatory technology in a controlled and deliberate manner.

A reusable delivery pattern

While implemented within the context of RTTP, this approach represents a reusable delivery pattern for government and regulated organisations where:

• legislation is still being developed
• business processes mature over time
• multiple business areas are engaged concurrently
• public‑facing services must adapt quickly
• core regulatory systems must remain stable and governed

It demonstrates how proof‑of‑concept–led delivery and thoughtful platform design can balance agility and control without undermining governance or organisational independence.