Transforming unified communications for an Indigenous legal service

The Victorian Aboriginal Legal Service (VALS) partnered with Dog and Bone to improve its unified communications (UC) capability, moving to a more cohesive, future-ready telephony platform.

Using a structured three-phased approach, we advised VALS on defining requirements, navigating a complex market and selecting the right solution, providing independent oversight throughout the implementation. The result is a more reliable and easier-to-use telephony platform that supports teams across regional and metropolitan locations.

Image credit: vals.org.au

“Dog and Bone helped us cut through a complex communications landscape and narrow down the options to what would actually work for our organisation. It gave us clarity on what we needed and a clear path forward.” - Sandy Gillam, Quality and Information Systems Manager, VALS

The Client

The Victorian Aboriginal Legal Service (VALS) provides culturally safe legal services to Aboriginal and Torres Strait Islander peoples across Victoria.

With teams working across metropolitan and regional locations, reliable communication is critical to how VALS supports its clients.

The Context

VALS identified an opportunity to improve its telephony and communications environment as part of a broader focus on service delivery and operational effectiveness.

The existing setup was no longer fit for purpose. Staff were working across disconnected tools, call routing and visibility were limited, and reporting could not be relied on for clear insights. This led to inconsistent adoption, manual workarounds, and reduced confidence in the system.

Rather than applying a quick fix, VALS stepped back to reassess its requirements and ensure any future solution would build on what was already working while addressing gaps in the current setup.

This included recognising the different ways teams operate across metro and regional locations, and the need to better support how clients engage with the service.

Key requirements included:

• Supporting both office-based and mobile staff, including those working in regional areas, to access reliable telecommunications tools

• Enabling SMS and MMS communication for clients, including those with limited access to data services or who rely on direct contact with specific staff

• Improving call routing, visibility, and reporting to better manage demand and provide clearer insight into service delivery

The market presented a wide range of options, including unified communications platforms, contact centre capabilities, and messaging tools. It became clear that no single solution would meet all requirements, requiring a considered combination of capabilities.

The Approach

Dog and Bone worked with VALS through a structured, three-phased approach, moving from understanding the current state to selecting the right solution, and providing guidance throughout the implementation.

Phase 1: Discovery and Direction

We worked with stakeholders across VALS to understand how telephony and communication tools were used and where improvements were needed.

This included workshops, identifying key challenges, and defining staff profiles to reflect how different teams, particularly mobile and office-based staff, work day-to-day. Market options were then assessed against these needs to clarify priorities and trade-offs.

This phase confirmed that no single platform would meet all requirements, shaping the direction for a combined solution.

Phase 2: Procurement and Vendor Selection

We then supported VALS to turn that direction into a practical solution.

This involved refining requirements, comparing vendor options, and guiding a structured procurement process. A key part of this was narrowing a crowded market to a shortlist of viable options, enabling clear and confident decision-making.

The final approach balanced functionality, usability, and cost, while setting VALS up for future improvements.

Phase 3: Implementation

Dog and Bone also remained involved through implementation, providing oversight and stepping in to support VALS and delivery partners where needed to help resolve issues and keep progress on track.

“Dog and Bone was responsive, proactive, and took real ownership throughout the project, often stepping in beyond the core scope to keep things moving. It took a lot of pressure off our team.” - Jacob Ohlson, Consultant CIO, VALS

The Outcome

The project delivered a step-change in VALS’ unified communications capability.

Key outcomes included:

• A more reliable and easier-to-use telephony environment

• A better fit for how staff and clients communicate day-to-day

• Increased staff adoption and engagement

• Clearer visibility and more reliable reporting

• Reduced internal effort by managing vendor engagement and providing specialist expertise throughout the process

The engagement also established a platform that can be extended over time through integrations, automation, and ongoing optimisation.

VALS now has a unified communications platform better suited to its teams and the communities that rely on them.