Aged Care | Service Redesign

The Circumstances

One of Victorias largest aged care providers sought to review and reposition the way they delivered out of home care services to in light of reforms within the sector.

The Chief Executive and Board were committed to working with the community, the sector and its employees to design and implement a service delivery model that placed the customer at the heart of the organisation.

Our Approach

  • Service and organisation redesign
  • Service and unit costing
  • Human centred design
  • Creation of cascading KPIs for divisions, branches, individuals

Value Delivered

  • Human centred design accelerated the the service delivery model to less than 3 months
  • High levels of stakeholder consultation minimised disruption to customers and employees

Leadership Lessons

The success service redesign relies on building high levels of empathy and understanding as to what customers need. Effective communication and rapid implementation can significantly reduce risk.