Information Services

The past year has been an exciting one for Information Services, as we worked to deliver on a new IT strategy that supports Silver Chain Group’s goals.

Client centric technologies

Silver Chain has always considered itself a leader in the technology space. Historically this has been primarily for our staff, supporting their efforts to provide the best possible care to clients. However, we see enormous opportunity for technology to provide clients and their families or carers with the tools and information they need, whenever and wherever they need it. We look forward to delivering new technology solutions to clients over the coming months.

The Federal Government’s Aged Care Reforms have resulted in big changes to the sector. We’ve delivered a fantastic solution that both enables and supports our clients to have a structured conversation with Silver Chain and plan how to maximise the benefit of their package. There are also tools for the Contact Centre and staff to provide detailed information to clients as they progress through their care.

The value of information

Over the past year, we’ve been delivering on our Business Intelligence strategy. We built a new National Data Warehouse and advanced reporting and analytics solutions for the benefit of the entire Group. For example, leading new wound care analytics coupled with our new wound care module, provides really detailed insight into wound management across the organisation.

The cloud

Like many organisations, Silver Chain believes the cloud offers the potential to deliver a more predictable IT environment. Cloud solutions are more agile, reliable and have cost benefits as we avoid the waves of technology refresh programs that take our attention away from our core purpose.

We’ve started the migration journey, moving our telephony and conferencing systems to the cloud. Soon we will also be moving our Contact Centre platform to the cloud, providing greater flexibility in how we can support our staff, but most importantly, our clients.

This year we’ve invested in security technologies to defend our systems and data and will continue to do so over the coming years as the threats evolve. We’ve also enhanced our disaster recovery processes to test our ability to recover from a technology related disaster.

Workplace technology

This year, we’ve taken a fresh new look at our workplace technology to see what tools we need to work more effectively, efficiently and collaboratively.

One component of this new vision is a refresh of our video conferencing platform, which is now cloud based so people can join a meeting from any device type and at any location. Working with the Group Capability team, we’ve also built a great new e-learning platform that can be used online by all staff on any device.