Business Intelligence for disability providers- a 'survivor characteristic'

Digital transformation in the disability and aged care service sector is moving at a pace, and providers are investing in new solutions and platforms to get away from the older, sometimes manual, or hotch-potch of systems. The focus for those evaluations is often on the admin, compliance processes and operational workforce management- make sure all the admin is done, people paid right, billing doesnt get lost, money comes in. Thats not entirely surprising as in many cases businesses are coming from a low/old-tech base.

What is less common is a business intelligence strategy, with better systems comes better/more data, some useful some not. How to then use and convert that data into some business advantage is the next phase for these organisations. Strategically, in a services business the customer facing engagement and quality of care is a differentiation, there is unquestionably many metrics than can be drawn and monitored, like % of customer funding, length of retention, churn rates, NPS, feedback scores, and many more.

There are other leading indicators that could be used to predict customer satisfaction, like service timeliness, cancellation trends (both of services and appointments) could indicate if a client is likley to be dissatisfied. Workforce, the largest cost of business, especially churn is critical so monitoring simple things like utilisation, service adherance, staff reliability, NPS or margins but also things like data accuracy and completeness will help identify 'keepers' as well as those staff you actually might want to churn. Using this new found data creatively will be a 'survivor characteristic' for future successful disability/aged care service providers.

Today most disability service providers are necessarily focusing on the hygiene process of admin, workforce management and customer portal, but the next steps will be how to use this new found data repository, beyond just operational reporting. Smart organisations will look at their implementations and solution selections now to ensure they have a plan and are capturing some key useful data now aligned to strategic plan and are using an open digital platform that will easily support a Business Intelligence innovation.