Service delivery in aged care case study: ICT and anywhere working

This chapter examines how information and communication technology (ICT) and working anywhere was adopted in a not-for-profit aged care organization in Australia. The aged-care and services sector is expanding, leading to shortages of skilled and experienced workers. At the same time, the sector is dealing with significant changes relating to how services are funded, an increase in competition from both not-for-profit and for profit providers, a rise in demand for services, changes in technology, as well as variations in government regulations. Using ICT to streamline operations, communicate and collaborate has become critical for delivering efficient and effective services the aged care and services sector. The not-for-profit case study in this chapter shows how a first mover in ICT adoption and utilizing working anywhere (telework) can support cost savings, provide the ability to respond to the changing regulatory environment, as well as attract, recruit, and retain skilled and experienced workers.