Case Study: Crisden Care
Aged Care Organisation
Client Overview
Crisden Care is a fast-growing community services organisation delivering tailored care and support across multiple regions. With a commitment to improving quality of life for their clients and an ambition to lead with innovation, Crisden Care embarked on a transformation journey to strengthen their digital capabilities. They wanted not only to digitise operations but to achieve best-practice digital maturity, enabling staff to deliver higher quality care and executives to make data-driven decisions.
The Challenge
Crisden Care’s leadership recognised that their digital capability was at a foundational level. They faced several hurdles:
Fragmented systems and manual processes meant staff were re-entering data across payroll, rostering, and billing platforms
Minimal client visibility into services and schedules made transparency difficult
Limited reporting and insights prevented executives from anticipating client needs or monitoring performance in real-time
Workforce inefficiency was driven by reliance on paper timesheets and disconnected mobile tools
No innovation framework existed to leverage data for continuous improvement
To remain competitive and deliver on their mission, Crisden Care needed a roadmap to move rapidly from Level 1 (Foundational) maturity to advanced levels where integration, predictive analytics, and AI-driven insights could support their future.
The Solution
Crisden Care engaged THREEDIGITAL to provide a structured 12-month roadmap using the THREEDIGITAL Maturity Model. The program focused on staged uplift across leadership, systems integration, workforce enablement, and client engagement.
Rapid Assessment and Roadmap Design
Conducted a digital maturity assessment, placing Crisden Care at Level 1 (Foundational)
Co-designed a 12-month transformation roadmap aligned with the THREEDIGITAL Maturity Model
Defined milestones to progress through each stage, with targeted actions and measurable KPIs
Implementation in Stages
Stage 1 – Stabilise and Digitise: Replaced paper and spreadsheets with a fit-for-purpose Client Management System (CMS) integrated into payroll and rostering
Stage 2 – Integrate and Optimise: Connected finance, HR, and CMS platforms for a single source of truth and automated reporting
Stage 3 – Enable the Workforce: Deployed secure mobile apps for care staff, automated travel claims, and launched a digital training hub for ongoing workforce development
Stage 4 – Optimise for Insights: Rolled out real-time dashboards, predictive workload modelling, and began using natural language processing to analyse case notes and care plans
Stage 5 – Innovate with AI (in progress): Embedded AI toolsets to identify client risk indicators, generate draft care plans, and continuously improve through predictive analytics across their datasets
Change Management and Leadership Engagement
A THREEDIGITAL Change Manager led workshops with managers and frontline staff to embed new processes
Digital champions were appointed in each service team to support adoption
Board reporting was aligned to digital maturity KPIs, ensuring leadership accountability
The Results
After just 12 months, Crisden Care transformed from a foundational digital capability to operating at Level 4 (Optimised) and are actively progressing into Level 5 (Innovative) maturity. Outcomes include:
End-to-end system integration eliminated double-handling and manual rework
Real-time insights allow executives to anticipate workforce and client needs rather than react after the fact
AI-enabled analytics now assess client case notes and care plans, identifying trends and risks earlier
Improved client experience through portals providing schedule visibility and secure communication
Empowered workforce with mobile tools and ongoing training, reducing administrative burden and increasing time with clients
Testimonial
“Working with Glenn Payne and the THREEDIGITAL team has been transformational for Crisden Care. In just one year, we have progressed from a basic digital capability to being able to leverage AI and predictive analytics in our daily operations. Glenn’s expertise and guidance ensured we not only implemented new systems but built a culture of innovation and continuous improvement. We are now confident that our digital maturity is positioning us for the future of care.”
Christian, Managing Director, Crisden Care
Conclusion
Crisden Care’s 12-month digital transformation journey illustrates what is possible when leadership commits to a maturity roadmap. Guided by THREEDIGITAL and the 3Digital Maturity Model, Crisden Care moved rapidly from Level 1 Foundational to Level 4 Optimised, with active adoption of AI and predictive analytics driving their entry into Level 5. The case demonstrates that with clear milestones, strong change management, and visionary leadership, providers can unlock the full potential of digital maturity in aged and community care.
Lead Consultant: Glenn Payne