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 * Who we are
 * Our Impact
   * Empowering People and communities
   * Strengthening our sector
 * Our people
 * Get the full report

 * Who we are
 * Our Impact
   * Empowering People and communities
   * Strengthening our sector
 * Our people
 * Get the full report

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ANNUAL REPORT 2022


TECHNOLOGY FOR SOCIAL JUSTICE

We strengthen communities using
technology to create positive social change.



Infoxchange is a leading not-for-profit social enterprise that has been
delivering technology for social justice for over 30 years. We tackle the
biggest social challenges through the smart and creative use of technology.

We work with community, government and corporate partners to solve issues around
homelessness, family violence, mental health and disability, as well as
supporting Indigenous communities, women, youth and families.

Our products and services are used by over 35,000 government and community
services. We provide the right tools to improve efficiency and deliver greater
impact.

We use technology to empower people and communities.

Through our work in digital inclusion and social innovation we use technology to
empower people experiencing disadvantage, driving social inclusion and creating
stronger communities.

We believe that nobody should be left behind in today’s digital world.


IN THE PAST YEAR, WE’RE PROUD TO HAVE SUPPORTED:


PEOPLE IN NEED


NOT–FOR–PROFIT, COMMUNITY & GOVERNMENT SERVICES




A MESSAGE FROM OUR CHAIR & CEO

Our work has never been more important as we pursue our vision of technology for
social justice in a challenging environment with the COVID-19 pandemic, natural
disasters and rising cost of living pressures impacting the lives of millions of
people across our communities.



We are seeing record levels of demand for our products and services from across
the community sector.

Usage of Ask Izzy and our service directories has grown by almost 50% in the
past year as more people than ever before have been seeking food relief,
financial aid, housing support, mental health and family violence services.

The sector has continued to invest in technology despite the challenging
environment and we have been pleased to see a strong uptake of our Digital
Transformation Hub with organisations prioritising their online presence,
information systems, cyber security and staff capability.

It has also been encouraging to see an increased level of service coordination
across the sector including our work on the One Stop One Story Hub with the
Thriving Communities Partnership – bringing together frontline workers in
corporate and community organisations to connect and refer their clients to a
range of supports through a single access point.

Our teams are continuing to work with a sense of urgency to help connect people
with much-needed services, address the issues of digital inclusion and lead the
digital transformation of the sector.

Infoxchange’s three-year strategy is focused on continuing to scale our impact
with our vision of technology for social justice at the heart of everything we
do.

This year we invested in a number of initiatives to support our strategy
including next generation product development, transforming our managed IT
services, development of Ask Izzy Plus and strengthening our people, capability
and systems.

We have funded these investments of $2.3 million to date from our retained
earnings based on accumulated surpluses in previous financial years.

Our long-term strategic partnerships continue to play a critical role in helping
us achieve impact at scale and we would like to thank all of our customers and
partners across the government, corporate and for-purpose sectors for your
support during the year.

A special thank you to all our staff, volunteers and advisory group members for
your hard work and dedication during another challenging year. We also extend
our gratitude to our Board for your leadership, guidance and unwavering support
during the year.




IN THE PAST YEAR, WE’RE PROUD TO HAVE SUPPORTED:

 * We helped a record number of people in need connect to support services with
   over 6 million searches for assistance across our service directories
   including Ask Izzy.
 * Continued to improve the digital capability of community members across
   Australia through our shared value partnerships and work with the Australian
   Digital Inclusion Alliance (ADIA).
 * Supported over 35,000 organisations with a range of technology solutions
   including managed IT services, client and case management, service directory
   and referral solutions.
 * Over $203 million worth of technology products and services were donated to
   not-for-profits in the last year through our Connecting Up and TechSoup New
   Zealand platforms.
 * Our Digital Transformation Hub established with seed funding from the Lord
   Mayor’s Charitable Foundation and Gandel Philanthropy has grown with the
   support of a strong cross-sector partnership and has helped over 10,000
   not-for-profit organisations in the first year of operation.
 * We hosted over 400 delegates at the 2022 Connecting Up conference.


WELCOME TO OUR NEW CHAIR, ELANA RUBIN AM



Infoxchange is thrilled to announce the appointment of Elana Rubin as Chair of
our Board commencing in November 2022 as we farewell Morgana Ryan at the end of
her term.

Elana Rubin, AM has over 20 years experience as a non-executive company director
across diverse sectors. Her career reflects a deep understanding of corporate
social license to operate and a commitment to diversity, social equity and
participation.




OUR THREE YEAR STRATEGY:


2021-2024


FOR OVER 30 YEARS, INFOXCHANGE HAS DELIVERED ON OUR VISION OF TECHNOLOGY FOR
SOCIAL JUSTICE.

Our 2021-24 strategic ambition must be bold to meet the growing challenges
facing our communities. Together, we aim to scale our impact by supporting the
for-purpose sector to better serve people in need and disrupt disadvantage
through cross-sector collaborations leveraging our products, data and expertise.


SOCIAL OBJECTIVES

DIGITAL EMPOWERMENT

Support people experiencing disadvantage to improve their lives through the use
of technology.

SECTOR CAPABILITY

Build the capability of the for-purpose sector to have greater impact in their
communities through the use of technology.

COLLABORATIVE IMPACT

Leverage our products, services and data expertise in cross-sector
collaborations to improve outcomes for people experiencing disadvantage.


OUR FOCUS AREAS



PEOPLE EXPERIENCING HOUSING STRESS OR HOMELESSNESS

WOMEN, YOUTH AND FAMILIES

MENTAL HEALTH

PEOPLE WITH DISABILITY

DISASTER RELIEF AND RECOVERY


RECONCILIATION IN ACTION



We are committed to the Uluru Statement from the Heart and highly value the
contributions of First Nations people in all of our work. Our Reconciliation
Action Plan (RAP) will be brought to life across our focus areas by listening
and reflecting on how we can better support Aboriginal and Torres Strait
Islander communities through the use of technology


RECONCILIATION
ACTION PLAN 2022



The development of our first Reconciliation Action Plan which was launched in
October 2020, has provided a framework for Infoxchange to reflect and strengthen
our commitment to reconciliation with First Nations people.

Not only has it given us a focus to build awareness across the organisation of
issues impacting on First Nations people but has continued to shape the work we
are doing with communities across Australia.

Over the past year we have continued to strengthen our work with the Victorian
Aboriginal Community Controlled Health Organisation (VACCHO).

We are progressing with the implementation of our client & case management
system across all Victorian Aboriginal Controlled health services, of which
there are 24 services currently using the system. Our role is to work with each
organisation to understand their requirements, with the aim of implementing a
solution that provides each organisation ownership of their data which they can
then use to make informed decisions to best support the communities they serve.

We have also played a role through our leadership of the Australian Digital
Inclusion Alliance (ADIA) in contributing to the development of Australia’s
first Indigenous Digital Inclusion Plan including consultation and co-design
with First Nations people as a central element.

Led by the Reconciliation Working Group, we supported a number of awareness
campaigns and activities centred around key dates and events including Change
the Date campaign, National Close the Gap day, National Reconciliation Week &
NAIDOC week. A highlight was the talk by Aunty Katrina Karlapina Power (proud
Kaurna woman) who shared with all staff her reflections on the importance of the
Change the Date campaign.

We were delighted with the appointment of Brenz Saunders as a director to the
Infoxchange Board in February 2022. Brenz is the Founder and CEO of Garu
InfoTech, Deputy Chairperson of Tauondi Aboriginal College and Director of Far
West Coast Investments. He is a strong and passionate advocate for digital
inclusion in particular supporting greater opportunities to ensure digital
accessibility and education for First Nations people.




OUR GOALS

#1

Scale our products and services to improve outcomes for people in need and the
organisations that support them.

#2

Share our data, insights and learnings to better inform, connect and empower the
for-purpose sector.

#3

Build and foster collective impact partnerships to disrupt disadvantage.

#4

Our people, customers, partners and users consistently experience our brand in
alignment with our values.

#5

Infoxchange thrives as a social enterprise while serving our mission.



HOW WE WORK

PEOPLE AT THE HEART

We will design our products and services with the people and organisations we
support at the heart of the solution.

BETTER OUTCOMES

Our products and services will enable the for-purpose sector to be more
effective in their work leading to better outcomes for people in need.

TRUSTWORTHY & RELIABLE

Our products and services will be trusted and reliable, driving consistency in
how people experience our brand.

COLLABORATION

We will build partnerships leveraging our expertise, products and data assets to
tackle systemic social challenges.



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USING TECHNOLOGY TO EMPOWER PEOPLE & COMMUNITIES





DISRUPTING


DISADVANTAGE

The pandemic and rising cost of living pressures has placed immense pressure on
our communities and the services that support them.

Our work in digital inclusion and social innovation utilises technology to
empower people who are experiencing disadvantage.

11% of Australians are still highly digitally excluded, and 13.6% live below the
poverty line.

We strongly believe that no one should be left behind in a world that relies so
heavily upon technology.

Almost 90 percent of the Australian workforce requires at least a basic level of
digital competence, so it’s crucial that we continue our work to ensure all have
access to the online world via programs, collaborations, partnerships and
advocacy across the community and at all levels of government.

%


OF AUSTRALIANS ARE STILL HIGHLY DIGITALLY EXCLUDED.


HOUSEHOLDS IN AUSTRALIA HAVE EXPERIENCED SEVERE FOOD INSECURITY IN THE LAST 12
MONTHS.

%


OF AUSTRALIAN'S LIVE BELOW THE POVERTY LINE.


PHISHING SCAMS WERE REPORTED IN 2021 TO SCAMWATCH, A 62% INCREASE SINCE 2020.
ONE THIRD OF VICTIMS DO NOT REPORT SCAMS.

%


OF THE AUSTRALIAN WORKFORCE REQUIRES AT LEAST A BASIC LEVEL OF DIGITAL
COMPETENCE.

%


OF ALL SEARCHES ON ASK IZZY ARE FOR MENTAL HEALTH SERVICES, A 30% INCREASE OVER
TWO YEARS.




ASK IZZY – ANOTHER YEAR OF CONNECTING WITH OUR COMMUNITY

Ask Izzy is our website that works to connect people experiencing disadvantage
with housing, a meal, assistance with financial issues, family violence support,
mental health services and beyond. It is free, completely anonymous and lists
over 400,000 different services across Australia.
Our ongoing support from Telstra and Vodafone allows Ask Izzy to remain
accessible to those who don’t have credit on their device or access to a free
Wi-Fi network.


ASK IZZY RECEIVED OVER 3.1 MILLION SEARCHES FOR ASSISTANCE OVER THE LAST 12
MONTHS

23% OF USERS SEEKING HOUSING ASSISTANCE WERE FAMILIES WITH CHILDREN

%


OF ASK IZZY USERS ARE FEMALE

FOOD TOPPED THE ASK IZZY SEARCH CATEGORIES WITH 33% OF USERS SEEKING SOME TYPE
OF FOOD RELIEF SERVICE




ASK IZZY PARTNERS

Ask Izzy was developed by Infoxchange in partnership with Google,
realestate.com.au and News Corp Australia. Thank you to our supporting partners,
Australian Government Department of Social Services, Great Southern Bank,
Telstra Foundation, Lord Mayor’s Charitable Foundation, NAB Foundation,
Victorian State Government and TPG Telecom.

Ask Izzy team on launch of our awareness building campaign with oOh!media


ASK IZZY PRODUCT ADVISORY GROUP

Community collaboration and the voice of lived experience is essential to Ask
Izzy’s ongoing improvement and ability to connect people in need with over
400,000 support services across Australia.

This is why we established our Product Advisory Group (PAG). Members contribute
their skills and experience to ensure Ask Izzy is the best it can be for people
in need.

PAG members represent the wider community and bring diverse backgrounds,
knowledge, and lived experience to the table.

Our Product Advisory Group was involved in a multitude of activities in the last
year including:

 * Testing our new Ask Izzy “Share and Compare” feature
 * Ask Izzy Connect research
 * Google Artificial Intelligence (AI) for Social Good testing

Thank you to our PAG members Elvis, Vicky, Amanda, Luis, Nikki, Sam, Tameika,
Dan, Simon, Jo and Brendon for your ongoing contribution to Ask Izzy.


ASK IZZY DISABILITY
REFERENCE GROUP

When designing, building and implementing digital tools to support vulnerable
communities, we believe it’s vital to consult with the people who will actually
use them.

In 2021, we established our first Disability Reference Group (DRG) to help us
better meet the needs of people with disability, their families and carers
through our products like Ask Izzy.

DRG members bring to the table a diverse range of backgrounds, perspectives and
lived experiences to help us improve the accessibility of our products and
services.

Our Disability Reference Group were involved in the following activities in the
last year including:

 * Research activity allowing the Ask Izzy team to gain understanding around the
   experiences of people living with a disability
 * Assistance with navigation testing of the Ask Izzy website
 * Testing our new Ask Izzy ‘Share and Compare feature’

Thank you to our DRG members
Brendon, Nic, Sy, Jody, Tegan,
Stephanie, Jan, Joal, Kim and Marcy
for your generous contribution to
Ask Izzy over the past 12 months.


ASK IZZY & OOH!MEDIA
COLLABORATION

In June, oOh!media and Infoxchange announced a community partnership to help
drive awareness of Ask Izzy throughout the community



The outdoor advertising campaign was rolled out in the Melbourne CBD and
surrounding suburbs, using oOh!media’s assets at public transport locations
including bus shelters, railway stations and tram stops, and throughout major
retail precincts and centres.

As part of a long-term partnership, oOh!media will work with Infoxchange to
develop an innovative dynamic trigger for its digital network, to provide
real-time alerts and information for those in need, such as where to find
support when a major weather event is predicted. The campaign is expected to be
launched nationwide on oOh!media’s more than 35,000 locations across Australia.

The Ask Izzy team will continue to be guided by the voices of the communities it
serves as they further expand the platform and are looking forward to reaching
more of those in need through the partnership with oOh!media.




ASK IZZY SEARCHES IN THE LAST YEAR




TOP 5 CATEGORY SEARCHES

%


FOOD

%


HOUSING

%


MONEY HELP

%


MENTAL HEALTH

%


CENTRELINK


TOP 5 DEMOGRAPHICS OF USERS SEEKING HOUSING SUPPORT

%


FAMILIES WITH CHILDREN

%


MENTAL OR EMOTIONAL DIFFICULTIES

%


ESCAPING FAMILY VIOLENCE

%


ABORIGINAL AND/OR TORRES STRAIT ISLANDER

%


HAVE PETS


BREAKDOWN OF ASK IZZY USERS


AGE

 * 0-17 3% 3%
 * 18-26 22% 22%
 * 27-39 40% 40%
 * 40-54 25% 25%
 * 55-64 7% 7%
 * 65+ 3% 3%


GENDER




62%

Female



36%

Male



2%

Trans/gender diverse


LOCATION


NSW ……………… 33%


VIC ………………. 29%


QLD ……………… 22%


WA ………………. 8%


SA ………………. 5%


TAS …………….. 1%


NT ………………. 1%


ACT …………….. 1%




CONNECTED


COMMUNITIES

Infoxchange recognises that traditional approaches to digital inclusion are not
suitable for some of the most excluded members of our community.



Our goal is to develop tools, sharable insights and processes to support a new
approach to community engagement around digital technology. This starts with
identifying barriers to social participation, building authentic partnerships,
and most importantly allowing the community to lead the way in developing a
program that builds sustainable capacity and resilience.

Infoxchange collaborated with Australian Red Cross and our delivery partners
Star Health and Greenhills Neighbourhood House to begin rolling out this program
onsite with a team of Star Health Social workers, with participant numbers
doubling in only a few short months.



Sharing knowledge and engaging in meaningful conversations is a key part of the
Connected Communities program. Along with supporting participants to develop new
skills in using technology, we also facilitate conversations that allow them to
share their insights, skills and experiences.

These discussions may cover the joys or frustrations of technology use,
interactions with family, community and services or ideas they may want to
explore.



This project builds upon our foundational research undertaken through the
Connected Futures project, our human-centred design research approach involving
over 130 people living throughout the eastern states of Australia to help
improve community resilience and increase digital inclusion.

I didn’t know that so much fun existed – I now have a big appetite to see the
different things that are possible and I’m taking advantage of every opportunity
I can to learn.

Lubya, Participant



Laura Notman, Community Engagement Manager (left), Anna Morgan, Social
Innovation Lead (right) with members of Star Health.



THE SERVICE DIRECTORY CONNECTING AUSTRALIA’S
SOCIAL SECTOR

Our service directory is a dynamic database of 400,000+ health, community and
welfare service listings across Australia.



Our customers include federal, state and territory governments, local councils
and numerous community organisations.

Our service directory powers SA Community, Ask Izzy and Service Seeker. Searches
on Ask Izzy made up more than half of all Service Directory requests, with the
most frequently searched services including those related to food, financial
assistance and housing.

Our service directory is a dynamic database of 400,000+ health, community and
welfare service listings across Australia.




SEARCHES ACROSS OUR SERVICE DIRECTORIES IN THE PAST 12 MONTHS



OUR CUSTOMERS INCLUDE THE FEDERAL, STATE AND LOCAL GOVERNMENTS




MORE THAN 416,000 ORGANISATIONS ARE LISTED ACROSS OUR SERVICE DIRECTORIES



MOST FREQUENTLY SEARCHED SERVICES INCLUDING THOSE RELATED TO FOOD, HOUSING,
FINANCIAL


RECOVERY CONNECT

Australian communities have experienced enormous and sustained challenges due to
flooding year. Infoxchange has continued our partnership with Services Australia
to deliver Recovery Connect, providing access to our service directory to ensure
those in need can access the most relevant, up-to-date information and services.




BOOSTING QUEENSLAND HOUSING AND DOMESTIC VIOLENCE SERVICES


LADY MUSGRAVE TRUST

Infoxchange’s service directory has improved the provision of quality
information and access to crisis services for thousands of women and families in
Queensland.



As part of a new partnership, the information in Lady Musgrave’s new online
directory is populated via a plug-in to the same service directory that powers
Ask Izzy.


ACCURATE DATA
FOR PEOPLE IN CRISIS

The need for an improved directory solution was identified by Lady Musgrave
Trust CEO Victoria Parker, who was concerned about the impact on families in
crisis of inaccurate or out of date data.


When families are in crisis, they need to be able to quickly access information
that they can depend upon.

VICTORIA PARKER, CEO



“We know from experience that if
they reach out and the information
is incorrect or out of date, this can
be frustrating, sometimes harmful
– or even dangerous.”


REDUCING THE
MARGIN OF ERROR

Thanks to the service directory team led by Robyn Karlsen, Lady Musgrave Trust’s
service directory listings are now available online for the first time and are
kept updated by Infoxchange database updaters.

“It’s important to understand that even a small margin of error on this
information can have a huge impact on vulnerable women and families,” said
Victoria.

“Knowing that the information is being checked and updated regularly is so
reassuring.”


GOVERNMENT SERVICES PLUGGING IN

The quality of the new directory has already been recognised by the Queensland
Department of Corrections and Queensland Police Service’s Vulnerable Persons
Unit, who are sharing the directory link with hundreds of women.

“I have a lot of confidence that it’s doing what it’s meant to do because I’ve
had direct feedback from a number of frontline organisations,” said Victoria.

“Everyone who has seen it so far, has said it’s fantastic, really easy to use
and that the data is great.”


RECOVERY CONNECT

Ensuring as many people as possible are aware and have access to the information
they need is key for Victoria and her team.

In 2023 the Trust will be distributing thousands of hard copies of its
redeveloped handy guide across Queensland.

This will be the first time the handy guide has been populated via the
Infoxchange service directory.


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USING TECHNOLOGY TO STRENGTHEN OUR SECTOR





HOW WE’RE
HELPING

The last year has been another period of growth across the sector as
organisations continue their digital transformation journeys.

The Digital Transformation Hub has now been up and running for over 12 months
and has proven to be an invaluable resource for not-for-profits of all sizes and
services.

Our managed IT services team has continued to grow in response to increased
demand from the sector, delivering cloud-based services and over 37,000 hours of
support in the last year alone.

The team at Connecting Up has continued working hard to ensure they are able to
facilitate at least $203 million worth of discounted and donated technology to
the sector in collaboration with our partners including Google, Amazon Web
Services and Microsoft.


ELECTRONIC REFERRALS WERE SENT FOR PEOPLE REQUIRING SUPPORT IN THE LAST YEAR



OVER 900,000 INDIVIDUALS HAVE BEEN SUPPORTED VIA OUR BESPOKE CLIENT AND CASE
MANAGEMENT SYSTEMS




WE FACILITATED OVER $203M WORTH OF TECHNOLOGY DISCOUNTS THROUGH OUR PARTNERS AT
CONNECTING UP



THE TEAM PROVIDED OVER 37,000 HOURS OF TECH SUPPORT IN THE LAST YEAR WHICH IS
ALMOST 10,000 MORE THAN LAST FINANCIAL YEAR

We’re proud to offer technology donations and discounts in partnership with more
than 50 organisations, including:





CONNECTING UP CONFERENCE AND TECHNOLOGY AWARDS

We were thrilled to play host to more than 400 delegates at the 2022 Connecting
Up conference, held in May at the Melbourne Convention and Exhibition Centre.



For the third year in a row, we teamed up with the Victorian Government (as a
major event partner) and partnered with over 30 organisations throughout the
event.

We were delighted to host the Honourable Dr Tien Kieu,

Senator Janet Rice and the Honourable Dr Andrew Leigh MP, all speaking to a
highly engaged room.



Keynotes were given by prominent sector leaders including Community Council for
Australia Chair Reverend Tim Costello, Australian Council of Social Services
President Peter McNamara and Community Council for Australia CEO David Crosbie,
all bringing valuable insights to the program.




2022 NOT-FOR-PROFIT TECHNOLOGY AWARD WINNERS:

 * Best Accidental IT Person – Kirsten Miles from Safe Steps.
 * Best Social Media Campaign of the Year – Global Citizen Oceania for the
   Global Poverty Project Campaign.
 * Best Technology Achievement by a First Nations Person – Kira-Lea Dargin from
   the NSW Aboriginal Land Rights Association and Wayne Harvey from Community
   First Development.

 * Not-for-Profit Technology Innovator of the Year – Shared by Justice Connect,
   Orygen Digital and Amplify Social Impact Online at the Centre for Social
   Impact. Commendations in this category were awarded to Humanitix and
   Marrickville Legal Centre.
 * Not-for-Profit Technology Lifetime Service Award – Walter de Jong from Work
   Ventures and Manar Ahmad from Helping ACT. A commendation in this category
   was awarded to Jessica MacPherson from Blaze Your Trail.

 * Technology for Community Impact Award (Best Private Sector Organisation) –
   Connecting You to a Better World, GoodTel.
 * Not-for-Profit Technology Volunteer of the Year – Rubinah Ahmad from the
   Australasian Muslim Times (AMUST) and Kevin Whelan from U3A Victoria





SUPPORTING THE SECTOR THROUGH CLIENT AND CASE MANAGEMENT

Our client and case management systems continue to be utilised by thousands of
government and community services across Australia, supporting safe and
efficient care management for the most vulnerable people of our communities.



It is encouraging to see more organisations leveraging digital technologies
effectively, supporting staff and volunteers to perform their jobs effectively
at home, in the office and wherever they need to work.

This includes ensuring that organisations have appropriate, fit-for-purpose
client and case management systems allowing for less time spent on admin, and
more time out in the community delivering vital services.


OUR REACH


OVER 7 MILLION CLIENT RECORDS ARE SECURELY STORED ACROSS OUR CLIENT AND CASE
MANAGEMENT SYSTEMS




ELECTRONIC REFERRALS SENT FOR PEOPLE IN NEED OF SUPPORT IN THE LAST YEAR




COMMUNITY NOT-FOR-PROFIT AND GOVERNMENT SERVICES USE OUR SYSTEMS TO SECURELY
MANAGE CLIENT DATA AND REFERRALS


SOME OF THE SERVICE
AREAS WE ASSIST:

1,934

Housing & homelessness



2,307

Women, youth
& families



335

Indigenous
communities



111

Disability



290

Mental health


ORGANISATIONS WE’RE PROUD TO PROVIDE WITH CASE MANAGEMENT SOLUTIONS INCLUDE:





SUPPORTING DIGITAL TRANSFORMATION ACROSS THE SECTOR

In July 2021 Infoxchange launched the Digital Transformation Hub. A
‘one-stop-shop’ for Australian not-for-profits to build digital capability and
resilience.

Thanks to a strong cross sector partnership led by our founding partners Gandel
Foundation and Lord Mayor’s Charitable Foundation, the team have been able to
deliver an invaluable resource to the sector.

The Hub brings together a wide range of digital skills-building programs and
resources, access to technology solutions and bespoke advice from a range of
experts to ensure all not-for-profits have the ability to deliver greater
impact.

Without the support of the Digital Transformation Hub, the move to Office 365
would have taken us twice the amount of time, and it would have been so
inefficient. The team were amazing at understanding our needs as a community
service organisation. They shared our values and respected our volunteers as
equitable team members. It instilled so much trust knowing that somebody
understood us.

COFFS HARBOUR NEIGHBOURHOOD CENTRE (CHNC)




ORGANISATIONS HAVE ACCESSED RESOURCES AND PRODUCTS



2,388 ORGANISATIONS HAVE ACCESSED TRAINING AND CAPABILITY PROGRAMS AND RESOURCES




TECH FOUNDATIONS RESOURCES HAVE BEEN MOST POPULAR WITH 35% OF USERS ACCESSING
THIS AREA OF THE HUB



OVER 250 REQUESTS HAVE BEEN SUPPORTED VIA OUR EXPERT BAR, WITH 40% OF THESE
REQUESTS RELATING TO CLOUD TECHNOLOGY


BETTER TECH TO ENABLE BETTER CARE

The Pink Elephants Support Network is a not-for-profit that provides
information, resources and evidence-based support for individuals, their
partners, and families who have experienced the trauma of miscarriage and early
pregnancy loss.

Early pregnancy loss can be a traumatic and isolating experience for mothers and
their families, with long-term impacts on mental health. The Pink Elephants
Support Network was founded in 2016 to meet an unmet community need and provide
tailored support pathways for grieving parents.

The Pink Elephants provide a range of services, including emotional support
resources, online support communities, bereavement support groups (six-week
personalised online programs), and workplace support programs to support their
employees through periods of parental grief.




THE NEED – APPROPRIATE
DIGITAL SOLUTIONS

Online support communities currently meet on closed groups through social media
platforms.

These communities address the different needs women and their families
experience during early pregnancy loss.

One of the challenges Pink Elephants faces using this approach is the inability
to capture data about their beneficiaries and their support history.
Additionally, the platform’s algorithm can market pregnancy and babyrelated
products to participants – a highly inappropriate and triggering experience for
the group’s audience in what is supposed to be a safe space.

Using social media to facilitate support groups has become untenable for Pink
Elephants. They are unable to provide adequate care in this kind of environment


DEDICATED TECHNICAL
SUPPORT AT EVERY STEP

Pink Elephants’ Co-Founder & CEO, Samantha Payne, and National Partnerships
Director, Amanda Tipping, approached Infoxchange through the Hub. Sophie, our
Hub Consultant, facilitated a series of workshops with Pink Elephants’ staff to
understand their problem and develop clear outcomes, benefits and requirements
for a digital upgrade. Sophie collated the information into a presentable pack
for Pink Elephants’ board to consider.



With the board’s approval to proceed, Sophie reviewed over 40 systems while
considering the most appropriate solution for Pink Elephants’ requirements,
budget, size, resources and organisational growth in the coming years. The
research process resulted in a shortlist of suppliers.

Sophie supported Pink Elephants through the procurement journey and helped
develop a Request for Information paper for distribution to each supplier. She
also guided the Pink Elephants team through the demonstration meetings and
supplied templates to score each supplier and help ultimately select one.


TECH THAT
EMPOWERS IMPACT

Throughout the process, Sophie provided guidance and developed a project
implementation plan considering resource and budget constraints. Pink Elephants
now have a trusted project manager and a three-year phased implementation.

“We’re a small team with only five part-time staff. We couldn’t have selected
the right system without the Hub’s support. Sophie helped us to have the right
conversation with the right suppliers at the right time to get the right
outcomes,” Amanda says.

The support from the Hub over an eight-month engagement saved the Pink Elephants
team enormous time and resources. With the implementation of the right digital
solution, the organisation has brought to fruition its vision of providing safe,
secure support based on individual bereaved parents’ needs.

Amanda describes the support provided through the Hub as unwavering. “The team
at the Hub was always available to support. They immersed themselves within our
business, wanting us and helping us to succeed, not just to tick a box or
complete a deadline,” Amanda says.

With the support provided through the Hub, Pink Elephants are now on the right
path to collect their data and reduce poor mental health outcomes associated
with pregnancy loss by developing more personalised support. By identifying
areas of need and more accurately capturing their impact, they will now be in a
stronger position to secure future funding and improve the organisation’s
sustainability.




WHAT’S NEXT?

We have several transformative social impact projects in the pipeline for the
coming year.


EMPOWERING IMPACT MEASUREMENT ACROSS THE SECTOR

The Digital Transformation Hub team will be forming a Data Catalyst Network of
organisations committed to breaking cycles of disadvantage through more
effective data use.

The pilot network will commence
in 2023 and:



 

 * share how best practice use of data for social impact
 * develop a data toolkit that enables organisations to use data more
   effectively
 * identify, scope and prioritise data initiatives that could make a
   transformative impact
 * share stories of data for impact success, to encourage more organisations to
   explore their data, understand their impact and transform lives.


NO WRONG DOORS FOR PEOPLE EXPERIENCING HOMELESSNESS

As part of Western Australia’s 10-year Strategy on Homelessness 2020-2030, the
Department of Communities is developing an Online Homelessness Services Portal
that will make it easier for people experiencing homelessness to access
accommodation and other services in Western Australia.



After a rigorous co-design process with the homelessness sector and a thorough
evaluation process, The Department of Communities awarded the development
contract to Infoxchange, who submitted an offer in partnership with Anglicare
WA, the Innovation Unit and Anthologie.

Development of the Portal is underway with engagement and consultation with the
homelessness sector, and the tech teams at Infoxchange are deep into the work of
this large-scale project.

The Portal design will consider existing operational practices and priorities
used across the sector to identify and secure the optimal response for an
individual or family experiencing homelessness.

The Portal will maintain realtime data on available beds and supports across a
wide range of service providers and will be a tool for people to securely manage
and share their own confidential information. The Portal will support improved
referral pathways to secure the most effective response, and make it quicker and
easier to support people who are experiencing or at risk of homelessness.


OUR PEOPLE




It is our people that ensure the important contribution that we make to the
not-for-profit sector has continued to make impact over the past 12 months. We
couldn’t do what we do without the ongoing efforts that our wonderful people
make every day as we work toward our vision of technology for social justice.



This last financial year has seen much change at Infoxchange, with new roles
created and an increased focus on strategic people initiatives which contribute
to Infoxchange being a great place to work.

Our first ever full organisational talent review was conducted early in 2022
which helped us gain some great insights and understand every single person in
our organisation, what their strengths are and where we have opportunity to
provide more development opportunities.



What better way to kick off development than focusing on our people managers and
enabling them with tools to uplift their capabilities in managing the diverse
teams we have here at Infoxchange. A new Management Series is seeing every
manager undertake a seven-part program over the next 12 months. I

In May 2022, we released our first Infoxchange Employee Value Proposition (EVP),
engaging with team members across all our office locations, newstarters, leavers
and people in between. It was clear to everyone why they were at Infoxchange,
and it simply came down to it being ‘a place where diverse, smart and passionate
people embrace the power of technology to improve social justice outcomes and
feel supported to belong and thrive’.

We look forward to continuing to bring this EVP to life for those who have
joined us, those who returned, and those who will join us in the future.


Kate Hickman

Head of People and Culture


OUR VALUES

Commitment



Inclusion



Collaboration



Innovation



Accountability




STAFF



%


FEMALE



%


MALE



%


NON-BINARY

%


BORN OUTSIDE OF AUSTRALIA




ACROSS COUNTRIES




%


SPEAK A LANGUAGE OTHER THAN ENGLISH FLUENTLY

%


LGBTQI+




%


LIVE WITH A DISABILITY




FUN FACTS


BABIES BORN


IS OUR FAVOURITE CARD GAME

%


OF STAFF LIVE WITH A PET

%


OF US WOULD CHOOSE PIZZA OVER PASTA


LION KING IS OUR FAVOURITE DISNEY MOVIE


OUR
LEADERSHIP
TEAM



Infoxchange is led by a group of dedicated professionals who are passionate
about using technology to drive social change and foster stronger communities.
Our leaders possess a breadth of local and international experience across the
community, government and technology sectors.


2021/22 EXECUTIVE LEADERSHIP TEAM (LEFT TO RIGHT):

 * Mike Davis: Head of Strategic Partnerships and Communications
 * Laura Notman: Acting Head of Community Impact Team 
 * Wayne Gorst: Head of Corporate Services 
 * Ben Shaw: Head of Community Impact

 * Brian McLaughlin: Chief Operating Officer
 * Kate Hickman: Head of People and Culture
 * David Spriggs: Group CEO of Infoxchange and Connecting Up
 * Alison Ramsay: Head of Technology
 * Cass Read-Hamilton: Head of Delivery Operations


OUR BOARD

The Infoxchange Board is comprised of a diverse group of leaders with extensive
National and International experience and expertise across community, business
and government sectors.

MORGANA RYAN, CHAIR

Morgana’s career spans strategic, IT and business process transformation across
the corporate and international development sectors. Morgana is the author of
two books Building a Better International NGO and Navigating Change for
International NGOs. She’s also a non-executive director on the Wodonga TAFE
board and the CARE Australia board. She is a Fellow of the Australian Institute
of Company Directors.

LINDA O’BRIEN, DEPUTY CHAIR

Linda was Pro Vice Chancellor at Griffith University and Head of the Logan
Campus. Linda currently chairs the ORCID Board, a nonprofit global research
infrastructure organisation and is a Director on the Board of Logan Together, a
not-for-profit organisation seeking to improve outcomes for children in Logan.
Linda has published and presented both nationally and internationally and
contributed to a number of state and national digital research infrastructure
initiatives.

CAROL AUSTIN, DIRECTOR

Carol Austin is an experienced investment professional with a strong interest in
public policy and social justice. She is currently a director of HSBC Bank
Australia, State Super and the Grattan Institute, and is Chairman of the ACT
Investment Advisory Board. Carol has served on the Future Fund board and several
advisory boards. She is a Fellow of the Australian Institute of Company
Directors and a member of the ANU College of Business and Economics Hall of
Fame.

JON BISSET, DIRECTOR

Jon is the CEO of the Community Broadcasting Association of Australia and CEO of
RPH Australia, the peak body for the Radio Reading Network. He has spent more
than 25 years as a Chief Executive and non-executive director of non-profit
organisations, covering health and ageing, media, technology and fundraising. He
is a graduate of the Australian Institute of Company Directors, the Harvard
Business School Strategic Perspectives of NFP Management Program and the Sydney
Adaptive Leadership Program.

KATHERINE BOICIUC, DIRECTOR

Katherine Boiciuc is a Director at Maximus International and is recognised as
one of Australia’s 29 Inspirational Women making waves in STEM. She has been an
advocate and global keynote speaker on diversity in technology and women in tech
for more than a decade. Katherine has held senior and influential roles focused
on global impact and world technology enablement. Her credentials include a
Master of Leadership and a Master of Business Administration.

JO FISHER, DIRECTOR

Jo has been on the Infoxchange Board since 2012 and is the Founding Director of
Fisher Leadership. Jo is also a member of the Australian Institute of Company
Directors (AICD) National Education Advisory Committee, a founding member of the
International Women’s Forum of Australia and is an Adjunct Professor at Deakin
University. She holds a Master of Applied Positive Psychology, an MBA and is a
graduate of the AICD.

DAVID JONAS, DIRECTOR

David has served on the Infoxchange Board since 2012 and is a consultant,
director and writer. Previously he headed up commercialisation for the Capital
Markets CRC where he led their health R&D program and was founding CEO of Lorica
Health. David was founder/CEO of e-commerce advisory firm ETC, acquired by
Securenet (now part of Verizon). His leadership in online services led to
appointments to several Australian and European Union Government bodies.

PARTHA NAG, DIRECTOR

Partha joined the Infoxchange Board in 2014 and is Chair of the Finance
Committee. He has more than 16 years’ experience in senior executive roles,
corporate governance & risk management. He is currently Executive Director of
Strategic Business Alliance and also serves as a board member for various other
not-for-profit organisations.

AMY ORANGE, DIRECTOR

Amy is Co-Founder of Collab4Good, Social Procurement Lead at Social Traders and
Principal of Fourth Sector Solutions. Amy uses her experience and expertise from
more than 12 years in the not-for-profit community services and social
enterprise sectors to develop sustainable impact-driven business models and
strengthen ecosystems to align people, planet and profit for a better world. Amy
holds an MBA and was recognised in 2018 as one of the InDaily Top 40 Under 40
business leaders in South Australia.

ELANA RUBIN AM, DIRECTOR

Elana has over 20 years experience as a non-executive company director across
diverse sectors. Elana is currently a director of Telstra and Slater & Gordon.
She is also Chair of Victorian Managed Insurance Authority and a director of
Transurban Queensland, WestConnex and Victorian Funds Management Corporation.
Elana received a Member of the Order of Australia in 2021 for services to
corporate governance and community and was granted a Life Fellow by the AICD in
2022.

BRENZ SAUNDERS, DIRECTOR

Brenz is the Founder and CEO of Garu InfoTech, Deputy Chairperson of Tauondi
Aboriginal College and Director of Far West Coast Investments. He is a strong
and passionate advocate for digital inclusion in particular supporting greater
opportunities to ensure digital accessibility and education for Aboriginal and
Torres Strait Islander people. He also serves as a board member of Generation
Australia’s First Nations Advisory Group and as a regional council member for
the Australian Information Industry Association.


FINANCES





FINANCE & SUSTAINABILITY

We have seen continued growth in demand for our products and services over the
last year in a challenging environment as the community sector has responded to
the pandemic, natural disasters and rising cost of living pressures.



This year saw total income for the Infoxchange Group of $30.2 million, an
increase of 5% from the previous year.

We are grateful for the continued support of our customers and partners across
government, philanthropy, corporate and not-for-profit sectors that have enabled
us to achieve this result.

Organisations across the community sector have faced many challenges in the
uncertainty of the current economic environment. Delays in the implementation of
projects by some of our customers had financial impacts during the year,
although we continue to have a strong pipeline of work in this area.

We have been encouraged by the funding received from philanthropy, state
governments and corporate partners to support our work enabling the digital
transformation of community organisations.

We have also been fortunate to receive generous in-kind support from several
corporate partners over the past 12 months to help promote Ask Izzy, including
Google, News Corp Australia and oOh!media. These partnerships have been
essential at a time of record demand for support services across the community.


TOTAL INCOME THIS YEAR



WE WILL CONTINUE INVESTING IN SEVERAL STRATEGIC INITIATIVES FUNDED FROM RETAINED
EARNINGS



%


INCREASE OF 5% OF TOTAL INCOME COMPARED TO THE PREVIOUS YEAR


Following significant surpluses in the previous three financial years, the board
has decided to continue investing in several strategic initiatives funded from
retained earnings. These initiatives include next-generation product
development, the transformation of our managed IT services, the development of
Ask Izzy Plus, strengthening our people and work culture, capability and
systems, and uplifting our information security capability.
The total investment in strategic initiatives (including capital expenditure) to
date is:

The financial year result has also been impacted by the movement in investment
markets over the past 12 months with a net loss of investment fair value of
$586,923. The Infoxchange Group accounts were audited by BDO, Melbourne, and a
full copy of the audited financial statements is available upon request.
Infoxchange became the sole member of Connecting Up on 30 November 2018. Until
30 June 2022, Connecting Up retained a separate structure and continued its
operations, with Infoxchange and Connecting Up supporting each other in joint
activities through a shared services agreement. As of 30 June 2022, all assets
and operations of Connecting Up were transferred to Infoxchange. Infoxchange
continues to operate the Connecting Up platform and associated capacity-building
programs.



FINANCE & SUSTAINABILITY


INCOME GROWTH BY FINANCIAL YEAR




CASH AND INVESTMENTS BY FINANCIAL YEAR





CONNECTING UP CONFERENCE 2022 HIGHLIGHTS





THANK YOU


THANK YOU TO ALL OUR INCREDIBLE PARTNERS AND SUPPORTERS WHO HAVE WORKED WITH US
THIS YEAR TO ACHIEVE POSITIVE SOCIAL CHANGE THROUGH THE INNOVATIVE AND CREATIVE
USE OF TECHNOLOGY.





DOWNLOAD THE FULL REPORT & SUMMARY OF OUR FINANCIAL STATEMENTS

Download (14MB)


ACKNOWLEDGEMENT OF COUNTRY

We’re based on the lands of the Wurundjeri, Kaurna and Turrbal peoples, the
traditional custodians of the land, waters and knowledge for this place, where
we gather to collaborate and strengthen communities.



In our work, we recognise the importance of Country – not just as a place, but
how it also maintains community, family, kin, lore and language.

We pay our respects to Elders past and present. This always was, always will be
Aboriginal land.

We support the Uluru Statement from the Heart.




OUR COMMITMENT TO THE ENVIRONMENT

We are proud to officially be a 100 percent carbon neutral organisation. We’ve
achieved this through various initiatives such as switching to power-saving
LEDs, reducing the waste we send to landfill, using only carbon-offset power and
the purchasing of carbon credits from Carbon Social.



INFOXCHANGE

+61 3 9418 7400
info@infoxchange.org
www.infoxchange.org


CONNECTING UP

+61 8 8212 8555
customercare@connectingup.org
www.connectingup.org


TECHSOUP NEW ZEALAND

+64 9 8870 291
support@techsoup.net.nz
www.techsoup.net.nz
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