We help Australian councils, public agencies and cultural organisations improve services, systems and communications. Our team brings together design, technology and research, with security, privacy and accessibility requirements planned into the work.
Finding an answer, taking part, making a booking or knowing what happens next.
For your team
Making a decision, coordinating the work, using reliable information or explaining a change.
What we can deliver
Explore the capabilities behind your project.
Choose an area, open the service list, or read a practical example. These 18 capabilities can be combined around the work your organisation needs.
18 capabilities to explore
01 · Communications
Brand positioning and visual identity
Develop a clear identity for a service, destination or programme, then show how it works across everyday materials. The work connects audience needs, message, visual design and practical templates so teams can explain the same offer consistently in print, online and in public places.
Brand positioning
Audience and place research
Creative concept directions
Visual identity systems
See the scope and an example
Typography and colour palettes
Brand guidelines
Campaign message development
Visitor guides and editorial layout
Social and email templates
Print, signage and merchandise applications
A regional visitor service
The need
Separate publications give visitors an inconsistent picture of the area.
Our approach
Develop a shared story, test distinct visual directions and apply the chosen direction to a guide, signage and digital templates.
The useful output
A usable identity and coordinated materials ready for the team to maintain.
Plan and produce content that explains a service clearly across video, print and digital channels. Start with the audience and the message, then develop scripts, storyboards, artwork and versions for different placements. Review, permissions and accessible alternatives are part of the production plan.
Content strategy
Editorial planning
Copywriting
Scriptwriting and storyboards
See the scope and an example
Interview planning
Filming and remote production coordination
Video editing and short cutdowns
Animation and motion graphics
Photography and image selection
Infographics and presentation design
Captions and transcripts
Multilingual content adaptation
Digital asset libraries
Print-ready artwork
Content rights and approval management
Cultural review coordination
A public information programme
The need
One complex announcement must work on a website, at an event and in short social posts.
Our approach
Agree the core explanation, storyboard the main film and create supporting graphics and short versions from an approved content plan.
The useful output
A coordinated set of approved content with clear reuse instructions.
Connect campaign planning with the information people need and the questions they raise. The scope includes public relations, stakeholder communications, media monitoring, social listening and reporting. Teams receive a practical publishing plan and a way to review coverage, relevance and emerging issues.
Communications strategy
Audience segmentation
Campaign calendars
Media release writing and distribution
See the scope and an example
Media contact research
Journalist outreach
Community and creator partnerships
Media monitoring
Social listening
Coverage tagging and relevance review
Sentiment review
Share-of-voice reporting
Briefing digests and alerts
Campaign evaluation
Newsletter audience development
Advertising-sales resources
A cultural programme
The need
The team needs to explain several events while understanding which messages gain useful attention.
Our approach
Build a release calendar, prepare media materials, coordinate partner messages and review coverage against the programme objectives.
The useful output
A consistent communications plan and a readable account of public response.
Plan advertising around a defined audience, public information task and destination. Channel selection, creative versions and campaign timing work together, with testing and reporting used to guide changes. The approach can support ongoing awareness, event promotion and focused launches.
Paid-media strategy
Search advertising
Paid social
Online video and connected television planning
See the scope and an example
Display advertising
Digital outdoor and transit planning
Audio and podcast planning
Audience and geographic planning
Campaign flighting
Creative adaptation by channel
Landing-page review
Campaign testing and optimisation
Media reporting
A public exhibition
The need
Potential visitors need timely information about the programme and how to attend.
Our approach
Separate year-round awareness from launch activity, choose relevant placements and connect every advertisement to useful visit information.
The useful output
A clear media plan, channel-ready creative and a practical review cycle.
Design websites around the tasks people come to complete. Discovery, content organisation, visual design and accessible interactions sit alongside practical editing tools, migration and ongoing improvements. The emphasis is clear information, usable forms and a site that the responsible team can keep current.
Website discovery and assessment
User research
Information architecture
User experience design
See the scope and an example
Responsive web design
Content management
Content migration
Search and navigation design
Accessible forms
Accessibility review and remediation
Multilingual content presentation
Content-quality review
Editor training
Ongoing website support and optimisation
Service-standard evidence and accessibility testing
A public service website
The need
Visitors struggle to find the right form and staff maintain duplicate pages.
Our approach
Map the main tasks, simplify the content structure, test a small set of page patterns and migrate approved information.
The useful output
A clearer website with repeatable page patterns and an editorial handover.
What we can deliver
Task and content map
Website designs
Reviewed content and forms
Migration and testing plan
Editor guidance
Specialist platforms and formal accessibility assurance are scoped with suitably qualified delivery and review partners.
Give people clear ways to take part in a consultation and understand what happens next. Design the public information, participation tools and staff review process together. Surveys, ideas, maps and discussion formats are selected for the decision being made, with accessible alternatives considered from the start.
Consultation journey design
Project information pages
Surveys and polls
Discussion forums
See the scope and an example
Idea submission
Interactive feedback maps
Event participation pages
Citizen-panel tools
Participatory-budgeting concepts
Consultation moderation workflows
Participant updates
Feedback theme analysis
Consultation reporting and closure
A neighbourhood improvement consultation
The need
Residents need to understand the options and give feedback relevant to the decision.
Our approach
Publish a clear project explanation, use a short survey and map where appropriate, then organise responses and publish the next steps.
The useful output
A coherent participation experience and an organised feedback record.
Turn a fragmented request process into a practical digital workspace. Map who submits, reviews and decides before designing forms, records and status views. The scope can include document handling, approval journeys, testing, training and support so the software fits the people responsible for the service.
Process discovery
Service request portals
Case and claim registers
Configurable forms
See the scope and an example
Document and correspondence management
Approval and delegation workflows
Task and deadline views
Staff dashboards
Search and reporting
Business-system integration planning
Software testing and user acceptance
Training and change support
Maintenance and service support
Data export and handover planning
Security requirements and control mapping
Privacy-impact review support
Independent security assessment coordination
Incident and continuity planning
Document generation and approval
Claim assessment and invoice reconciliation
Transition-in and transition-out planning
Subscription and membership journeys
Claim variations and exception workflows
Workflow design for claim certification and payment
A team reviewing applications
The need
Information arrives in separate inboxes and staff cannot easily see what is ready for review.
Our approach
Map the stages, build a small application record and review workspace, then test ordinary and exceptional cases with the people doing the work.
The useful output
A coherent request process with visible responsibilities and a usable handover.
What we can deliver
Process map
Working portal prototype
Review and approval screens
Acceptance test pack
Operating guide
Security assessments, privacy advice and formal assurance are scoped with the organisation’s responsible officers and suitably qualified specialists.
Design the whole operational journey around a visit, booking or delivered service. Public-facing steps are connected to the staff tasks behind them, including preparation, changes and completion. Practical service rules, clear information and exception handling guide the design before a full rollout.
Visitor pre-registration
Host and arrival workflows
Contractor onboarding
Document expiry reminders
See the scope and an example
Induction and work-order journeys
Service ordering portals
Meal and menu planning tools
Ingredient and recipe records
Inventory and purchasing views
Production and delivery reports
Delivery scheduling and route planning
Mobile staff and driver tools
Service confirmations and exceptions
Permit-to-work journeys
A community meal service
The need
Orders, preparation and delivery are handled in separate records.
Our approach
Map the journey from menu choice to delivery, agree the operational rules and test a joined-up ordering and staff workflow with a small service group.
The useful output
A defined service process and practical tools for the staff who run it.
What we can deliver
Service journey map
Public and staff screen designs
Operational reports
Pilot and training plan
Food, nutrition, site access and workplace rules need approval from the client’s responsible specialists; software does not replace their professional judgement.
Examine the decisions and everyday work a business system must support before choosing how to replace or improve it. The work can cover finance, workforce, assets and service operations, with requirements, options and a staged plan that makes responsibilities and dependencies clear.
Business-system discovery
Requirements mapping
System options analysis
ERP consolidation planning
See the scope and an example
Budgeting and forecasting tools
Workforce planning
Capital works and cash-flow planning
Financial reporting design
Property and revenue workflows
Procurement and asset workflows
Records and service-request workflows
Scenario comparison
Phased migration planning
Business-system training
A public organisation reviewing its planning tools
The need
Finance teams need to compare options without losing essential day-to-day functions.
Our approach
Map business requirements, work through representative budgeting scenarios and compare replacement options before planning staged migration.
The useful output
A decision-ready options paper and a practical implementation scope.
What we can deliver
Requirements catalogue
Options assessment
Scenario and screen prototypes
Migration roadmap
Adoption plan
Financial policy, accounting treatment and statutory reporting requirements remain subject to review by the organisation’s qualified finance team.
Make operational information easier to trust before presenting it in a dashboard. Define the measures, examine the source records and resolve inconsistencies, then design views around real decisions. Migration, reconciliation and clear documentation help the information remain useful as services and systems change.
Data source inventories
Data quality assessment
Data dictionaries
Record matching and deduplication
See the scope and an example
Data cleansing
Migration and conversion
Reconciliation checks
Metric definitions
Operational dashboards
Executive reporting
Data visualisation
Forecast and scenario displays
Report exports
Handover documentation
A team preparing a monthly service report
The need
Different spreadsheets give different answers to the same question.
Our approach
Agree the measures, trace the source records, resolve duplicates and test the dashboard against a sample of known cases.
The useful output
A report people can interpret, check and maintain.
Application inventories and modernisation planning
Build a reliable picture of the applications and information a team depends on. Discover owners, purpose and connections, then identify overlap, lifecycle concerns and priorities. The output supports replacement and improvement decisions, with an update process that keeps the inventory useful after the initial review.
Application inventories
Infrastructure inventories
System-owner discovery
Application and business-process mapping
See the scope and an example
Dependency diagrams
Interface and information-flow catalogues
Lifecycle and obsolescence assessment
Duplicate-system analysis
Modernisation priorities
Roadmap planning
Register quality checks
Inventory maintenance processes
Staff knowledge transfer
Security and operational responsibility mapping
A distributed service organisation
The need
Teams cannot confidently explain which applications support a service or who maintains them.
Our approach
Combine existing records with staff review, validate the important connections and identify the highest-priority gaps before drafting a roadmap.
The useful output
A shared application inventory and a sequenced improvement plan.
Choose a bounded task where an AI assistant can help people work with information. Define the source material, review responsibilities and examples of acceptable answers before a pilot. Evaluate usefulness and errors with the team, then decide whether to improve, expand or stop the service.
AI use-case discovery
Document question answering
Search across approved information
Drafting and summarisation
See the scope and an example
Document comparison
Text classification
Translation and language assistance
Image and multimodal assistance concepts
Reusable assistant workflows
Human review design
Answer-quality evaluation
Pilot measurement
Staff training and adoption
A service team answering recurring internal questions
The need
Staff spend time finding guidance across a large set of documents.
Our approach
Select an approved document set, create sample questions, test an assistant’s answers and give reviewers a clear way to correct or reject them.
The useful output
A tested assistant scope with evidence for the next delivery decision.
Organise research so that findings can be traced to relevant evidence. The scope includes business and supplier research, relationship mapping, audience research and survey coordination. Questions, methods and review responsibilities are agreed before collection, with clear separation between verified facts, uncertain matches and interpretation.
Business and supplier research
Company and ownership research
Relationship mapping
Entity matching and review
See the scope and an example
Source and evidence registers
Research translation support
Ongoing information review
Audience research
Survey and questionnaire design
Research recruitment materials
Pilot research
Qualitative and quantitative analysis
Research reporting and visual outputs
Research ethics and participant-information support
Supplier due-diligence workflow design
Survey fieldwork coordination
A team assessing potential delivery partners
The need
Business names and source documents are inconsistent, making comparison difficult.
Our approach
Define the questions, gather relevant records, review uncertain matches and prepare a concise comparison with source references.
The useful output
A structured research brief that supports an accountable decision.
What we can deliver
Research plan
Evidence register
Reviewed findings
Comparison or research report
Sensitive human research, clinical matters, legal conclusions and specialist statistical work require appropriately qualified partners and any necessary approvals.
Online learning, simulations and digital credentials
Design digital learning around the work people need to understand and practise. Scenarios, feedback and accessible interfaces help explain decisions in context. The scope can also include the learner’s longer journey: finding information, receiving results, accessing records and understanding how to share an achievement.
Learning journey design
Scenario-based learning
Interactive simulations
Branching exercises
See the scope and an example
Role-based practice activities
Feedback and debrief design
Accessible learning interfaces
Learner progress views
Learning content production
Results presentation
Digital credential journeys
Certificate and document templates
Correction and reissue workflows
Learner support content
A careers or professional-development programme
The need
A description of a role does not show the decisions involved in the work.
Our approach
Develop a fictional situation, give learners meaningful choices and test the activity with the intended audience before producing the full experience.
The useful output
A practical learning design and a tested route from activity to feedback.
What we can deliver
Learning and scenario brief
Interactive prototype
Content and feedback scripts
Testing findings
Learner support guide
Subject-matter experts validate learning content, and the authorised issuing organisation controls any formal result or credential.
Coordinate the people, communication and working records that keep a programme moving. Agree shared outputs, meeting rhythms and reporting expectations while allowing partners to work in their own settings. Training, practical resources and evaluation help useful findings reach the people expected to act on them.
Programme planning
Partner and stakeholder coordination
Meeting and action management
Shared reporting formats
See the scope and an example
Baseline and target registers
Knowledge libraries
Research and trial-data intake coordination
Training and workshops
Adoption planning
Programme communications
Regional outreach
Support and referral journey planning
Monitoring and evaluation coordination
Event and delegation support
Specialist advisory coordination
A programme delivered by several regional partners
The need
Useful work is happening in different places, but findings and decisions are hard to share.
Our approach
Agree common reporting questions, maintain a shared action record and turn reviewed findings into resources for the next group of users.
The useful output
A coordinated working rhythm and a clear view of progress and open decisions.
What we can deliver
Programme plan
Shared working templates
Knowledge and action library
Stakeholder materials
Evaluation framework
Scientific, clinical, safeguarding and specialist advisory functions are led by appropriately qualified partners; coordination does not substitute for that expertise.
Review a service by connecting its purpose, demand, costs and customer experience to practical choices. Define the question, examine the evidence and compare options with the people responsible for delivery. A pilot and a simple benefits plan help turn recommendations into work that can be followed through.
Service portfolio reviews
Review prioritisation
Baseline assessment
Staff and customer engagement
See the scope and an example
Demand and performance analysis
Options appraisal
Recommendations and decision papers
Pilot design
Benefits planning
Implementation ownership
Review workspaces and templates
Progress reporting
Team training and knowledge transfer
A public organisation reviewing a customer service
The need
A general request to improve efficiency has no agreed scope or baseline.
Our approach
Define the service question, examine the current experience and operating evidence, compare options and test the preferred change on a manageable scale.
The useful output
A decision-ready review and a clear plan for implementing and checking the change.
Public art, environmental graphics and 3D visualisation
Make place-based ideas understandable through concepts, environmental graphics and visualisation. Research the setting, show how a design reads from relevant viewpoints and develop practical applications such as wayfinding or interpretation. The work supports consultation and design development, with specialist production and approvals planned around the setting.
Public-art concept development
Mural and window-art concepts
Site and audience research
Curatorial and artist coordination
See the scope and an example
Wayfinding systems
Interpretive graphics
Environmental and exhibition graphics
3D concept modelling
Site-context visualisation
Materials and finish concepts
Scale models and maquettes
Community consultation visuals
Design documentation
Production and maintenance planning
Landscape and pavilion concept coordination
A public precinct considering a new trail or artwork
The need
People need to understand the proposal in its real setting before detailed production decisions are made.
Our approach
Develop concepts, compare views and scale, test the interpretation and prepare a coordinated design pack for consultation and specialist development.
The useful output
A clear visual proposal and an agreed path to detailed design.
What we can deliver
Concept directions
Context views and models
Interpretation and wayfinding designs
Consultation pack
Production brief
Architecture, engineering, civil design, installation and cultural consultation require appropriately qualified or authorised specialist partners and relevant approvals.
Use maps and location data to investigate a defined service question. Check source quality, align records and show the assumptions behind the analysis before presenting findings. Clear spatial outputs can support planning, comparison and communication, with specialist methods reviewed by the relevant domain experts.
Spatial data inventories
Location-data preparation
Map-based analysis
Network and corridor mapping
See the scope and an example
Geographic record matching
Source and confidence annotation
Location-based filtering
Spatial visualisation
Interactive map concepts
Regional comparison
Model validation coordination
Reproducible analysis documentation
Spatial and tabular exports
A team planning the reach of a service
The need
A list of locations does not show gaps, overlaps or uncertain information.
Our approach
Agree the service question, check the location records, compare the relevant areas and present the findings with source notes and limitations.
The useful output
A usable map and a documented analysis the team can review.
What we can deliver
Source and quality register
Prepared location dataset
Maps and analysis views
Validation findings
Update guide
Engineering, road-safety models, surveying and other specialist analyses require qualified domain review; a map is not a professional certification.
We plan security, privacy and accessibility as part of delivery. With your team, we agree the applicable requirements, responsible reviewers and evidence needed before release.
The project plan identifies the framework, version, scope and acceptance criteria. Formal assessments and any maturity or certification claims are tied to their supporting evidence.
Evidence we can prepare with your team
Requirements and responsibilities
Map the service, information and applicable obligations with your team. Agree who can approve decisions and what must be checked before release.
Requirements and control map
Review owners and acceptance criteria
Privacy and information handling
Define the information the service needs, its approved use, handling locations and retention rules. Include privacy review and disposal requirements in the design.
Information-handling and retention plan
Privacy review and agreed actions
Access and change control
Agree who needs access, how it is approved and reviewed, and how access ends. Keep a clear record of material changes and the decisions behind them.
Access responsibilities and review process
Change and approval record
Testing and release approval
Test important user journeys, accessibility and agreed security requirements. Record findings, resolve release blockers and arrange specialist assessment where the scope requires it.
Test results and remediation record
Release review and acceptance record
Support and continuity
Plan service support, incident responsibilities and recovery with the operating team. Agree the checks and exercises needed to show the service can be maintained.
Operating and incident-response guidance
Agreed recovery checks and support plan
Ownership and handover
Agree the work, records and documentation your team receives. Prepare training, export and transition arrangements so future decisions remain practical.
Handover, training and ownership schedule
Data export and transition plan
Who owns each decision?
01 · Your organisation
Sets the requirements
Service, security and privacy owners confirm the rules, review the evidence and approve release.
02 · SoudCoh
Designs, builds and documents
We turn the agreed scope into deliverables, tests, review records and a practical handover.
03 · Specialist reviewers
Assess the agreed scope
Qualified practitioners provide the independent or specialist review the project requires.
Australian government reference frameworks
Standards matched to the service and its obligations.
Commonwealth, state and council obligations differ. We confirm what applies to your engagement and use the relevant guidance to make the delivery and review requirements explicit.
ISM
ASD Information Security Manual. A risk-based framework for selecting and assessing security controls for a system.
We map the applicable controls, delivery responsibilities and required evidence to your project’s risk and operating environment.
Protective Security Policy Framework. Commonwealth protective-security policy, with obligations that depend on the organisation, information and contractual arrangements.
Identify the relevant handling, personnel and supplier requirements with your organisation. Confirm state, territory and council requirements separately.
Australian Privacy Principles. APP 11 addresses reasonable technical and organisational measures to protect personal information, including retention and disposal responsibilities.
Map the privacy rules that apply to the service, document handling and access, and agree retention and disposal with the responsible team.
Web Content Accessibility Guidelines. Testable criteria for making web content accessible. WCAG 2.2 is the current W3C Recommendation.
Agree the required version and conformance level, then check content and key journeys using automated checks, manual review and user testing appropriate to the service.
How do you plan security, privacy and government standards?
We map the obligations that apply to your project with the responsible service, security and privacy owners. The delivery plan identifies the controls, testing, review evidence and acceptance decisions, including specialist assessment where required.
Can we start with an existing process, system or dashboard?
Yes. Bring a standard operating procedure, a system your team uses, a reporting problem or a new idea. We can review the current work, identify useful changes and shape a clear first stage with your team.
What can SoudCoh help a council or public agency build?
We offer communications and creative, accessible websites, community engagement, service portals, business systems, data and research. The capability library breaks these into specific services, outputs and practical examples.
Can one project combine design, technology and research?
Yes. A resident service might need user research, clearer content, a new request form and a reporting view. We plan the work around the service and agree who owns each part, including any specialist partners.
Can you work with systems we already use?
We start by mapping the existing systems, records and responsibilities. The plan can retain useful systems, improve the connections between them or replace a specific part. The decision follows your requirements and operating constraints.
How do you approach accessibility and specialist work?
Accessibility needs are considered in the brief, design and testing. Where a project requires qualified engineering, architectural, scientific, language or other specialist input, that responsibility is defined and resourced with suitable practitioners.
Where can we see the approach in more detail?
Each capability links to a practical guide with an example, the key decisions and the outputs a team can use. You can also bring an existing service problem to an initial discussion with SoudCoh.
Your next project
Bring your process, system or next idea.
We can review a standard operating procedure, a system your team uses or a dashboard that needs to be more useful. Share what you want to improve and we’ll help define a practical first step.
