ServiceNow Implementation Tested for Labor Management in Aged Care

The Australian Department of Health and Aged Care is actively addressing the complexities of staffing and service delivery within the elderly care sector through an innovative pilot project.

This initiative, spearheaded by the Digital Business and Sector Engagement division, leverages the capabilities of the ServiceNow platform to streamline the hiring and management processes, which have historically been bogged down by inefficiencies. This endeavor is part of a broader strategy to implement the 148 recommendations from the 2022 Royal Commission aimed at reforming Australia’s aged care system.

Janine Bennett, the assistant secretary of the Digital Business and Sector Engagement division, spoke at ServiceNow’s Federal Forum in Canberra about the challenges they faced prior to the pilot project. She described the old process as “extremely convoluted,” highlighting how the involvement of numerous stakeholders often resulted in significant delays. This inefficiency not only prolonged the hiring process but also impeded the department’s ability to deliver on its commitments effectively. The need for a faster, more efficient process was clear, and thus the pilot project was conceived.

The pilot project using ServiceNow was designed to automate the workflow involved in hiring new staff. This automation aims to significantly reduce the time it takes from identifying a need for a new hire to having that individual start their role. By automating the workflow, the department ensures that all necessary approvals and steps are handled more efficiently, minimizing bureaucratic delays and reducing the potential for errors. This streamlined process allows the department to respond more swiftly to staffing needs, ensuring that the right personnel are in place to meet the demands of the elderly care sector.

Bennett explained that the goal of the pilot was to deliver a service that could quickly and effectively manage the hiring process. By reducing the time and complexity involved, the department can more readily meet its commitments and improve service delivery. The success of the pilot project has demonstrated the effectiveness of ServiceNow’s capabilities, prompting the department to explore additional uses for the platform.

Beyond the immediate improvements in hiring, the Digital Business and Sector Engagement division is focused on developing digital solutions to support broader aged care reforms. These solutions are designed to provide seamless access to services, making it easier for both staff and care recipients to navigate the system. The ultimate goal is to reduce friction in service delivery, enhancing the overall efficiency and effectiveness of the aged care sector.

The positive outcomes of the pilot have encouraged the department to expand its use of ServiceNow. Bennett mentioned that they are now moving from the pilot phase to building other prototype services for different use cases within the corporate structure. This expansion aims to validate the concept across various services, demonstrating the versatility and effectiveness of the platform in addressing a range of operational challenges.

The Royal Commission’s 2022 report highlighted numerous areas where Australia’s aged care system needed improvement. Among the 148 recommendations were calls for better staffing practices, improved service delivery, and enhanced oversight. The Department of Health and Aged Care’s pilot project directly addresses these recommendations by creating a more efficient and responsive hiring process. By ensuring that the right people are in place more quickly, the department can better meet the needs of the elderly care sector.

The integration of ServiceNow into the department’s processes represents a significant step towards modernizing the aged care system. By automating workflows and reducing bureaucratic delays, the department can operate more effectively, ultimately improving the quality of care provided to elderly Australians. The success of the pilot project has paved the way for further innovations, as the department explores additional applications of the platform to enhance service delivery across the board.

As the department continues to build on the success of the pilot, it remains committed to its goal of creating a more efficient and effective aged care system. This includes not only improving the hiring process but also developing digital solutions that provide seamless access to services for both staff and care recipients. By leveraging the capabilities of ServiceNow, the department is well-positioned to meet the recommendations of the Royal Commission and create a more responsive and efficient aged care system.

In conclusion, the Department of Health and Aged Care’s initiative to streamline the hiring and management process in the elderly care sector through the ServiceNow platform represents a significant step towards modernizing and improving the efficiency of the system. By automating workflows and reducing bureaucratic delays, the department aims to meet its commitments more effectively and implement the recommendations from the Royal Commission. The success of the pilot project has demonstrated the potential of ServiceNow’s capabilities, prompting the department to explore additional applications of the platform to enhance service delivery across the board. This innovative approach not only addresses immediate staffing challenges but also lays the groundwork for a more efficient and effective aged care system in the future.