The $1 billion aged care industry in Australia is undergoing a major shift. A new customer directed care (CDC) model being introduced in February 2017 means that service providers no longer receive an annual ‘block of funds’ from the government to spread amongst all clients. Rather they will move to ‘individualised budgets’, giving older Australians more control of the services they receive.
National in-home care provider, Kincare, is one organisation that will be operating in this new consumer-driven market.
“If you have a big footprint like ours it’s a challenge because you are so used to operating in the government model, it’s quite a shift,” says Jerome Barrientos, chief information officer at Kincare.
In 2012, Kincare – a $150 million organisation with 200 staff and 10,000 clients across Australia – recognised that having the right technology infrastructure would be integral to its success in making this shift.
The company had been running internally-developed Lotus Notes software, which was essentially used as an ERP system by payroll and finance groups to process client and staff information.
Kincare needed a cloud-based platform that was scalable and could be customised to help it better deal with these forthcoming regulatory changes, and ensure it would continue to achieve year-on-year growth of 25 per cent.
“We took the view as an organisation that if we were going to grow not only in Australia bit overseas, we needed a platform that was robust … and open in a way that we would not be hamstrung by a series of specialised developers or vendors.
“And more importantly, we needed a platform that would allow us to pre-empt some of the things that are happening out in the industry and build functionality to be able to support our business model,” says Barrientos.
Kincare first job was to move its employee information from disparate Lotus Notes databases to a single Salesforce instance for managing staff, he says. Secondly, the organisation migrated its website to Stantive’s Orchestra content management system, which is built on the Salesforce AppCloud.
“The main reason behind that was that we wanted a place where when people authenticated in our website, we actually knew them so when our employees went in, we knew who they were, and the website has some context so we could serve the relevant information that people needed,” he says.
“We also modelled the clients into the system, understanding some of the concepts we did know at the time such as how the industry would work come 2017. So by talking to government and industry, we had some queues and insights into how things could work and designed our business process and models with that in mind.
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