Hammond Street Developments Pty Ltd

Case Study: VRQA CRM

VRQA meets needs using HSD’s CRM and Web expertise.

In response to an essential legislated need to provide a register of education providers such as schools and vocational training providers and the qualifications they provide, HSD delivered a CRM system which manages all organisations and a website providing search facilities.  Recently fee processing capabilities were added to the system.


The VRQA was formed by the Victorian Government in 2006 through combining a number of former statutory bodies.  As part of its responsibilities, the VRQA was required to establish and maintain a State Register of providers and of all accredited courses and qualifications.  It required that meaningful information would be provided to the public about:

  • Courses and qualifications
  • Standards for registration
  • The providers it registers
  • The courses a provider is approved to offer

An interim website was developed to utilise existing data sources for VRQA to meet its legislative requirement to establish and maintain a State Register from the commencement of its operations in early 2007.  A fully functional, integrated system across schools, VET and higher education was required to replace and enhance the interim solution.

The VRQA recognised that the existing solution had limited functionality, provided inadequate public information, inadequate reporting and also required a series of manual activities to update information.

Business Needs

The project involved developing the Victorian Registration and Qualifications Authority (VRQA) State Register system and companion data-driven website to replace the interim website solution.

The Register was required to provide functionality to support a number of business processes:

  1. Accreditation of Qualifications and Courses
  2. Registration of Providers, Schools and Home Schools
  3. Monitoring of Providers (Review) and Complaints Handling
  4. Reporting
  5. Provision of Public Information
  6. Administration
  7. Import and Export of Registry Data
  8. Payments


HSD delivered a Microsoft Dynamics CRM solution and accompanying bespoke website to meet the needs of the VRQA.

Microsoft Dynamics CRM is a powerful, configurable web based platform built using Microsoft .NET Framework and SQL server technologies.  As a Customer Relationship Management (CRM) tool, the native (out of the box) functionality covers Sales Force Automation, Service (case/complaint management) and Marketing.  This is not a typical CRM project.  Aside from complaint/case management functionality, there was minimal overlap between the functional requirements of the VRQA State Register and the standard Dynamics CRM platform.  However Microsoft Dynamics CRM was specified as a system requirement by the Agency.

To meet the VRQA State Register requirements Dynamics CRM was comprehensively customised and configured.  CRM was extended to include an entity model which represents the components required for the State Register.  This model supports the VRQA business processes and allows staff to perform their roles effectively and efficiently.

Due to the complex business requirements and the broad array of potential solution approaches that could have been adopted, there was significant risk of a poor outcome.  To meet this challenge the HSD development team used its intimate understanding of the VRQA business requirements and processes, and also expert knowledge of CRM and its capabilities.


The VRQA State Register has become the key comprehensive source of all education and training providers and accredited qualifications in Victoria.

It has enabled the VRQA to effectively maintain data, record its decisions and record and monitor performance outcomes for those organisations it regulates.

Organisations are able to lodge electronic applications, and automated workflow processes ensure that applications are processed efficiently by VRQA staff with the necessary internal approvals.

More recently automated fee calculation and processing functionality has been added which is directly aiding the VRQA’s ability to collect revenue.  The flexibility that has been designed into the system has allowed the VRQA to focus on its business strategy knowing that its system will be able to meet its ongoing and future needs, along with the peace of mind that it has a technology partner providing support.

HSD continue to have a strong relationship with VRQA.


Solution Overview

Organisation Profile

The Victorian Registration and Qualifications Authority (VRQA) is responsible for the registration of Vocational Education and Training, School Education, Senior Secondary education, Overseas Secondary Student Exchange organisations and related course and qualifications in Victoria.


Government, Education

HSD Services

  • Microsoft Dynamics CRM
  • Systems Integration
  • Web Development

HSD Solutions

  • Education systems for Government
  • CRM Solutions
  • Configuration of COTS software

Business Need

A CRM system and accompanying website.


Highly customised implementation of Microsoft Dynamics CRM and accompanying data-driven website.


  • Flexible platform meets changing regulatory requirements
  • More effective business processes and revenue collection
  • Efficiencies from improved workflows
  • Improve visibility of information to internal and public users


  • Microsoft Dynamics CRM
  • Microsoft Visual Studio
  • Microsoft SQL Server
  • Microsoft Server