ACH Group is one of Australia’s most innovative aged care providers: employing more than 1,700 staff and supporting more than 20,000 older people.

CHALLENGE

To bring to life the vision of ‘good lives for older people’, ACH was seeking to reimagine the end-to-end customer experience and integrate Home Care and Residential services.

HOW WE HELPED 

At the start of ACH journey, Fire up facilitated a series of workshops with senior executives and customer care leaders to design the future way of operating. In these sessions, everyone envisaged the future with realistic customer scenarios and developed a map of the end-to-end experience. New model options were developed and tested.

We then worked with leaders with accountability to take forward the changes: to complete structures, role design and transition planning.