WorkSafe Victoria Digital Portal
Product managed the $5M Digital Portal program — regulated identity verification, multi-vendor coordination, and accessible service delivery for injured workers.
The context
WorkSafe Victoria needed a digital portal that could handle identity verification for injured workers, coordinate multiple vendor systems, and meet strict accessibility and security requirements — all within government procurement and compliance frameworks.
The approach
As Product Manager, David led the end-to-end delivery of the program — requirements gathering across legal, medical, and operational stakeholders; vendor selection and management; and accessibility compliance built in from day one. The work operated at the intersection of government procurement, digital identity regulation, multi-vendor delivery, and genuine user need. It required coordinating three external vendors, navigating the Victorian Government's digital standards, and maintaining an unrelenting focus on usability for people who might be in pain, distressed, or navigating the system for the first time.
What was built
A $5M digital portal program that integrated identity verification, claims tracking, and service delivery into a single accessible interface for injured workers. The portal replaced phone queues and paper forms with a secure, compliant digital experience that met WCAG standards and — more importantly — was actually usable by people under real-world conditions.
What changed
Workers could access services digitally that previously required phone calls and paperwork. Multi-vendor coordination was streamlined through a shared delivery cadence and clear product management practices. Accessibility compliance was built in from the start rather than retrofitted, setting a new standard for how the organisation approached digital service delivery.