Your best customer is digitally enabled
As organisations, we are all trying to do more with less – now more than ever. Digital innovation is a fundamental driver in this space, revealing new opportunities to realise efficiencies, diversify your services and revenue, and provide a higher quality experience for customers and employees.
Return on investment is essential, and it’s not simply a matter of buying technology and systems and rolling them out ready to use. Every new digital process we design or service we move online only brings dividends if the intended users can and do actually use it.
According to the Aged Care Industry IT Council (ACIITC), digital health and care technologies “offer significant scope for innovation and creative cross-sector partnerships that support new models of care and support where consumers can connect more easily to programs and care professionals.” And it goes further, stating that “improved uptake of technology and innovation is critical to assist service providers to deliver the high-quality assistance older Australians want and need, now and into the future.”
This makes digitally enabled and confident customers and workers vital to realising the experience and efficiency returns you seek.
Understanding and acknowledging the barriers is key to harnessing the full potential of your organisation’s digital investment.
By meeting people where they are with their digital skills and supporting them from this unique starting point, you embed a base level of digital confidence that enables them to adapt and embrace the technology. This will unlock the benefits for your customers, workers and organisation. The outcome will be more universal adoption, and with it a reduction in costly, frustrating bottlenecks associated with manual and paper-based processes. You’ll see gains in efficiency and productivity, bolstering staff capacity to focus on high-value care activities.
Laying a foundation to thrive: BallyCara
Our partnership with service provider BallyCara to design and deliver a digital inclusion and social support program for seniors across South East Queensland is achieving just that.
“The world has moved rapidly towards digital to access a broad range of services and social connection opportunities, and there are many within our 75-plus age group that might have a mobile phone but haven’t embraced beyond its most basic functions,” says BallyCara Chief Opportunity Officer, Paul Johnson.
YourLink worked alongside BallyCara to develop a bespoke program from program design and strategy, communications, and training for staff and clients to the procurement of iPads and mobile data and ongoing program support. This includes training a dedicated digital mentor on staff, ready to support those receiving an iPad for the first time and those wanting to make more of their existing devices.
“It empowers them to do more online and do that independently of any formal assistance. What it does is give everyone equitable access to what most of us see as essential to everyday life, in our workplaces and homes,” Johnson explains.
“We’re also equipping people to embrace new systems we plan to introduce in the future, such as moving communication to an app, text messaging or an online portal versus needing to phone during business hours. We're on a digital transformation journey across how we do business and deliver services, and there’s great potential to learn from the data we can now collect. Our partnership with YourLink is enabling us to bring our customers with us on that journey, for their benefit as well as ours.”
Contact Richard Scenna, Director by email richard@yourlink.com.au or phone 0408 742 743.
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