Case studies
Transformation programmes with measurable impact
A selection of engagements spanning service redesign, enterprise platforms, AI and post-merger integration. Every case study follows the same structured story, from challenge to outcome.
Team-Based Care Operating Model
Led deployment, workforce readiness, training and frontline adoption for a Team-Based Care operating model across 26 neighbourhoods supporting 33,000+ customers and 2,600+ home care workers, with workforce optimisation processes operating across approximately 12,000 scheduling files each fortnight.
Enterprise Home Health CRM Transformation
Delivered operational and data readiness for a phased Salesforce Health Cloud transformation spanning Home Health, Community Nursing and Allied Healthcare, encompassing 53+ neighbourhood deployments, 45,000+ customer records and 4,000+ employees.
Customer & Workforce Integration
Supported integration of an acquired healthcare provider across 40+ neighbourhoods, coordinating customer, workforce and service migration into a national care management environment while maintaining continuity of care.
Genesys IVR Enhancement
Delivered end-to-end business analysis and operational readiness for a Genesys Cloud IVR transformation delivered with a national mental health service partner, supporting 100+ clinicians and 3,000+ customers and achieving zero critical production defects.
Webchat Transformation
Led business analysis for transformation of a digital mental health webchat service supporting 100+ clinicians and 3,000+ customers, progressing from investigation and current-state remediation through to a BRD and future-state requirements subsequently used to support implementation of a new Genesys Web Messaging solution integrated with Salesforce CRM.
Enterprise UAT & Release Readiness
Designed a live Excel-based UAT framework that enabled internal employees, external vendors and service partners without Jira access to execute testing, capture evidence and participate in real-time defect triage while maintaining Jira-based governance and avoiding testing-related release delays.
Vendor Eligibility Restoration
Led investigation and resolution of a critical healthcare eligibility access issue affecting Hospital-in-the-Home service delivery, coordinating operational, technology and vendor stakeholders to restore full capability without additional licensing cost and strengthen ongoing governance.
Business Analyst Community of Practice
Designed and established a Business Analyst Community of Practice to strengthen collaboration, standardise ways of working, improve knowledge sharing and create a central hub for reusable BA capability across technology delivery teams.