Project Overview
For every community program that is run there are a number of support processes that need to happen behind the scenes to make the program run smoothly. With any service provision it is important to ensure that the support processes don’t detract from the main purpose of the program – in this case, supporting members of the Victorian public to live a healthier lifestyle.
The Customer Experience Company partnered with Diabetes Australia Victoria to redesign Life! program’s key support processes.
Project Commissioner
Project Creator
The Customer Experience Company
Team
Shrav Malkani
Jason Steiner
Ani Patke
Project Brief
Diabetes Australia (DAVic) was established in 1984, and is the national federated body for people affected by all types of diabetes and those at risk. DAVic works to raise the awareness about the seriousness of diabetes, promoting prevention and early detection strategies. The Life! program is a free Victorian lifestyle modification program that helps you reduce your risk of type 2 diabetes and cardiovascular disease. Run by expert health professionals, the program is delivered as a Group Course or a Telephone Health Coaching service.
Diabetes Australia Victoria realised that the backend processes required to support the program (reporting, invoicing, administration etc.) were becoming unwieldy and detracting from supporting the participants and health professionals involved in the program.
Our brief was to design, build and implement a solution to manage the Life! program, so the program could continue its excellent work in the community.
Project Innovation/Need
The Life! program had four specific challenges that needed to be overcome:
• Numerous databases preventing a complete view of the Life! program and making regular reporting difficult
• Manual and time consuming purchase and invoicing processes
• Complex access requirements to ensure personal and health data was secure
• Extensive business rules
The overall requirement was to make management of the Life! program as smooth as possible, so information could be accessed easily, by the right people and reported on as and when required.
Design Challenge
The management of the participant process within the DAVic Life! program encompassed the use of multiple databases. Security requirements and permission to view and edit data within the different touch points of the program was complex. Extensive business rules added complexity to the business process.
The processes for the two different program types were inflexible. Manual and paper based processes were used to manage the participant throughout the Life! program. The creation of weekly, monthly and quarterly reports was time consuming and laborious. There was no single and/or holistic view of the participant as they progressed through the Life! program.
Invoicing for facilitators and health coaches was a manual process with no tracking or management reporting. The managing of resources and workbooks was a manual process done using Microsoft Excel. DAVic was unable to manage the stock on hand for resources or workbooks that had been ordered.
Future Impact
Staff were particularly pleased with the removal of manual processes and the ability to enter program information more accurately with the guidance of the system. A complete and holistic view of all Life! program information is now available to DAVic. With the different business rules embedded in to the system, the organisation is able to report on participant’s progress at different stages, knowing that the information is accurate and complete.
Participant’s privacy remained paramount and salesforce.com was set-up to keep these important security controls in place. The addition of a more sophisticated invoicing process has also removed duplicate invoices and allows day-to-day tracking.
Using multiple technologies The Customer Experience Company redesigned the experience and delivered the enabling salesforce.com based solution that managed the entire Life! program from a single source.
Service - Community
This award celebrates creative and innovative solution design for the successful delivery and provision of services. Consideration given to system integration, user experience, product design
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