Digital transformation a strategic imperative

The Strategic Plan 2022-2026 outlines that as a learning organisation Uniting AgeWell will undertake a program of digital transformation to underpin improved customer outcomes.

There are many projects underway that will create changed ways of working in the future to more efficiently deliver improved customer outcomes.

Projects featured in this edition include:

  • PageUp to replace Equifax

  • Organisation Chart remediation project

  • A new Intranet

  • New website

  • Project Horizon

For “business as usual” IT queries or concerns:

Digital projects update

PageUp to replace Equifax

Equifax will cease to operate for recruitment and onboarding purposes on Friday 24 May.

On 29 May 2024 the recruitment and onboarding functionality will transition to PageUp in Phase 1 of the HRM systems Uplift project.

In order to enable the team time to transition between systems there will be two business days (27 and 28 May) that the Recruitment team will be offline for any recruitment requests.

This includes any requests to advertise roles, contracts, variation requests and terminations.  To minimise any inconvenience or delays to your requests we strongly advise you to liaise with your Recruitment Advisor and submit any requests prior to 24 May 2024.

Executive Sponsor: Gen Toop, General Manager, People and Culture

Project key contacts:

The Organisation Chart Remediation Project

This project helps to close off process gaps that can lead to organisational structure data quality issues in a number of our systems including PayGlobal, HumanForce (TimeTarget), BYB and Equifax.

In future, using Power BI, you will be able to view and interact with the new org chart as a dashboard.

The objectives of this project are to:

  • Identify and close process gaps in organizational structure maintenance protocols.

  • Establish precise definitions for PayGlobal fields constituting the Organizational Structure to facilitate reporting.

  • Implement standardised naming conventions for these fields.

  • Ensure alignment of Org Structure across all supported applications such as TT and BYB

  • Streamline reporting lines post-project implementation.

  • Introduce the Organisational Structure Dashboard across the organisation.

  • Lay a robust data foundation for the implementation of PageUp that will replace Equifax as part of the HRM systems Uplift project

Executive Sponsor: Fonda Voukelatos

Project key contacts

A new Intranet

The intranet hosts a significant amount of information which is available to staff.

Uniting AgeWell is building a new Intranet to make accessing up to date, relevant and accurate information easy for all staff regardless of their geographic location or method of access – desktop, laptop or mobile device.

The new intranet will provide:

  • Improved user experience

  • Replace outdated content and dysfunctional tools

  • Improve communication and collaboration across UA; and

  • Be accessible remotely without the need for Citrix.

Executive Sponsor: Fonda Voukelatos

Project key contacts

New Uniting AgeWell Website www.unitingagewell.org

Uniting AgeWell’s current website was built in 2016.  UA has experienced extensive growth across service areas and alterations to client navigation of these services

The new website is being designed to meet the changing needs of our ageing population including preparation for transition to new Government funding arrangements (Support at Home) while creating ian improved user experience now and into the future.

The new website will be a best of breed website that is contemporary, customer-friendly and offers a hyper-personalised experience that puts the customer at the heart of the digital experience.

The new website will:

  • act as an easy interface between the needs of the various segments of web users and the way in which we organise delivery of services;

  • deliver easy navigation between our various service offerings and encourage multi-service usage;

  • increase consumer engagement and conversion; and

  • consolidate UA’s brand awareness and position UA as a thought leader in aged care service delivery.  

Executive Sponsor: Rebecca Ryan

Project key contacts

Project Horizon

This project aims to implement a Central Contact Centre (CCC) and whole of organisation Customer Relationship Management (CRM) System.

Implementing a Central Contact Centre will provide Uniting AgeWell staff with a supportive and informed department, add value to our customers through seamless support and service access/transitions and support UA’s growth.  The project will deliver a first level contact with respect to lead capture and be the first point of contact via the 1300# to ensure that our customers are at the forefront of everything we do and have an optimised customer experience.  

The CRM system will enable Uniting AgeWell services and programs to identify prospective clients within a pipeline thus enabling them to manage their programs more effectively.

Implementation of the Lead Capture process within the CRM system will ensure a streamlined approach to the process which can be embedded and continuously improved.  The CRM system will be the foundation of future process improvements.  

Executive Sponsors: Fonda Voukelatos and Rebecca Ryan

Project key contacts

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