Transforming Critical Support Services
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When the NMPCC asked us to redevelop their public-facing website, we knew it was more than a standard project. It was a lifeline for families searching for loved ones, for investigators racing against time and for communities living with loss.
Understanding the Stakes
With more than 56,000 missing persons reports each year in Australia, the site needed to be fast, accessible and empathetic. Working with the NMPCC, we identified five core areas critical to achieving this..
The site needed to support very different search behaviours, from families entering limited details to police working with structured filters.
Many people access the site on mobile devices in stressful situations, so the experience had to remain clear and reliable everywhere.
The platform had to meet accessibility standards to ensure elderly users and people with disabilities could navigate it with ease.
Every profile and page had to be presented with care, balancing accuracy with empathy for those affected.
The existing stack was nearing end of life, creating a need for a modern, secure and scalable platform.
We began with empathy. Working with NMPCC and Australian Federal Police staff in workshops, and analysing usage data in detail, we identified the moments of stress, confusion and urgency that shaped how people used the site. We also looked closely at leading platforms that manage sensitive public content to guide our approach.
Designing With Care
Our UX team created user journeys for families, media and law enforcement. We designed an experience that prioritised calm clarity, one that worked just as well for someone searching with a few vague details as it did for someone browsing an entire list.
Getting Migration Right
Migrating this platform required careful planning. We transitioned every missing persons profile, including metadata and publishing controls, from Drupal 7 to District CMS without data loss. Content was reviewed, structured and preserved to maintain trust and continuity.
Building for Everyone
Accessibility was embedded from the start. The platform meets WCAG 2.1 AA standards across all devices and screen sizes. We tested extensively with assistive technologies to ensure it worked for those who needed it most.
Technical Implementation
We built the new platform on District CMS, providing NMPCC with a secure and adaptable foundation to scale over time. The search architecture was designed around real user needs, with predictive and typo-tolerant search, advanced filters and intuitive navigation.
To protect sensitive information, we introduced custom workflows and role-based permissions, giving NMPCC secure governance over missing persons profiles. The hosting environment was strengthened with enterprise-grade infrastructure, including automated backups, scalable capacity and layered security measures such as web application firewalls.
Together, these foundations ensure the site performs reliably during peak demand while remaining flexible enough to evolve with future requirements.
Working in Step with the Team
We delivered the project in short sprints with regular input from NMPCC staff. Feedback was incorporated quickly, ensuring the final product reflected operational needs and real-world use cases.
What We Delivered
The rebuilt platform runs on District CMS and now supports:
- Predictive, typo-tolerant federated search
- Filters and smart results tailored to different types of users
- WCAG-compliant accessibility across all content
- Secure workflows and role-based permissions for case governance
- Mobile-first performance and fast load speeds
- Fully managed hosting, backups and scaling for high-traffic events
The transformation has delivered measurable and meaningful outcomes.
Technically
- Full migration with zero data loss
- Stronger search and discoverability
- Mobile-first design that performs under pressure
- Accessibility that meets AA standards sitewide
Operationally
- Faster, easier content updates for staff
- Reliable infrastructure for critical events
- Secure role-based controls for managing sensitive information
For the Community
- A clearer, more supportive experience for people in distress
- Easier access to accurate case information
- A digital service that reflects the importance of its purpose
What’s Next
The new platform gives the AFP and NMPCC a flexible, secure and scalable foundation for continuous improvement. As the nature of digital engagement evolves, so too can this vital public service.
Let's Build for Impact
We help government and essential service organisations design digital platforms that serve the public when it matters most.
If you're building something that needs to work under pressure and with purpose, we'd love to talk.
