Our work


Helped realise the vision of ‘good lives for older people into the future.’

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.


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.


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.


  • Started the shift to a single ACH
  • Created ownership for the future model
  • Informed the award winning Aged Care Navigator (LASA Innovation Aging Award)
  • Led to ACH award for SA Community Achievement
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