IRT Group Enhances Customer Experience and Efficiency Through Smart Data

4 years ago
innovAGEING > Case Studies > IRT Group Enhances Customer Experience and Efficiency Through Smart Data


The enormous administrative workload is a big issue for aged care providers, taking valuable time away from providing quality care.

IRT Group, a not-for-profit aged care provider founded in 1969, decided to improve administrative efficiency and innovate the use of data, in order to enhance customer experience.

Driving improvements with IT

In 2016, IRT Group identified the opportunity to leverage its data to drive major improvements in business efficiency and customer experience.

The analysis and architectural process resulted in the design of a target future site architecture and establishment of a dedicated BI, Data and Analytics (BIDA) team. This team is charged with the responsibility of achieving the prescribed architecture.

Since completion, IRT have implemented all core elements of the target state BIDA Platform including:

  • Centralised data warehouse.
  • Creation of dashboards, and tools for data exploration and self-service data visualisation.
  • Adaptive Insights for budgeting/planning, financial analysis, and KPI management.
  • Application integration, process orchestration and digital enablement.
  • Consolidation of data from various systems and architectures.
  • Streamlining the delivery of automated reports and data to the business.
  • Automation/removal of manual and labour intensive business processes.

Operational savings and quality benefits

Automation and integration has improved operational efficiencies and significantly reduced administration burdens across the business.

Data accessibility and exploration has uncovered valuable data insights that allow IRT to continually innovate and improve the services offered to customers. Some of the immediate benefits that have been and are being realised relate to improve in quality care, including:

  • Greater time and resources for customer focused care functions.
  • Development of a series of lives touched and social impact measures to better measure qualitative and quantitative outcomes, and improve strategy and planning.
  • Ability to easily identify incident trends and risks to priorities case management.
  • Early detection of health deterioration.
  • Improved management of staffing levels and skill mix to provide quality services to residents.
  • Real-time Nursecall monitoring/analysis.
  • Consumer experience survey analysis to drive improvements.
  • Increased visibility of comments/complaints.
  • Asset management analysis and workflow improvements ensure the consumer environment is safe and key tools are accessible.
  • Data analysis for targeted care outcomes for care coordinators.
  • Holistic view of Home Care service requirements across all regions.


For more information on IRT, please visit