Driving digital transformation for better aged care services
Industry
Health
Service
Organisational Strategy, Project Management, Technology Services, Business Analysis
Client background
A leading not-for-profit provider of in-home health and aged care services, delivers personalised support to over 140,000 clients across Australia every year. Their services span health, aged care, and wellness, helping individuals of all ages live independently and with dignity.
With a long history of care and innovation, they identified the need to upgrade their aging digital systems to better serve their clients, improve operational efficiency, and stay ahead of regulatory changes in a rapidly evolving industry.
The challenge
The organisation faced three major challenges that needed urgent attention:
- Outdated systems: A core application in use for over 30 years was limiting their ability to scale operations, streamline processes, and adapt to evolving needs.
- Privacy compliance: With changes to the Privacy Act on the horizon, they needed to ensure their systems and processes met stringent privacy and consent requirements across clinical, research, and marketing functions.
- Digital transformation: To continue delivering high-quality care and respond to sector changes, they required a comprehensive digital strategy that aligned with new funding models and enhanced their overall operational capabilities.
These challenges were interlinked and critical to address for the organisation to maintain its leadership in delivering home health and aged care services.
Our approach
We worked closely with the client to address their key challenges with a clear and structured approach:
Building a digital strategy
We developed a 5-year digital strategy to replace outdated systems and prepare the organisation for future needs. This included leading the design and build of new systems and developing business cases across multiple areas.
To keep the process organised and effective, we established a strong governance structure to oversee progress from project teams to the board. Key actions included:
• Planning and delivering projects.
• Managing resources and budgets effectively.
• Working with vendors to ensure smooth integration.
• Identifying and addressing risks early.
• Setting up clear accountability through governance frameworks.
Uplifting privacy consent:
To address upcoming changes to the Privacy Act, we collaborated with the client’s Privacy Officer and key stakeholders from clinical, research, and marketing teams. Together, we:
• Clarified the compliance requirements for privacy laws.
• Designed a new consent process to integrate into their updated systems.
• Supported testing and created user stories to ensure seamless implementation.
Legacy application replacement:
Replacing a 30-year-old core system was one of the most significant challenges. We began by conducting a thorough review of existing documentation to assess what was needed beyond the Minimum Viable Product (MVP) to ensure the solution met long-term goals.
Our contributions included:
• Developing a business case for a program valued at approximately $36M.
• Performing financial analyses to allocate resources effectively across key teams.
• Iterating the business case to align with the organisation’s evolving strategic priorities.
Outcomes and benefits
With these initiatives, the organisation is now well-positioned to navigate the rapidly changing health and aged care landscape.
Key benefits include:
A robust digital framework that enhances operational efficiency and aligns with future funding and compliance requirements.
Privacy consent processes that not only meet regulatory standards but are also integrated into user-friendly digital systems.
A detailed and actionable plan for replacing the legacy application, ensuring a smooth transition and long-term sustainability.
This partnership exemplifies how thoughtful planning, collaborative execution, and a commitment to the client’s vision can drive meaningful transformation in the health and aged care sector.
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