Anglicare Sydney is operating across residential care, senior communities, community and mission, and housing, and supports more than 900,000 residents and customers through a network of 36,000 staff, visitors, and volunteers. Each day, Shared Services handles an impressive 9,000 customer contacts and 2,100 emails, alongside extensive HR and payroll activities. While digital adoption was already underway, the organization faced significant challenges in consistency and alignment:
- Sometimes three different interpretations of the same process, depending on who was asked
- No clear ownership or controls, making accountability difficult
- In the care environment, varying levels of technical confidence meant that any solution had to be intuitive, easy to use, and simple to understand.
Before Anglicare Sydney could advance automation, it needed a shared understanding of what its processes actually were, and whether they were the right ones to automate.
In January 2024, with a 20% probity error, Anglicare’s Shared Services team began its process management journey with BIC Process Design. By November 2024, they had transformed their operational clarity and control:
- 65% of processes were mapped, approved, or in progress
- Shifted from centralized to distributed process capability, empowering local ownership
The team particularly valued:
- The intuitive interface, which encouraged collaboration and adoption across diverse teams
- The automated RACI matrix and execution view, helping non-technical users easily see responsibilities
These capabilities allowed staff at every level to engage confidently in process improvement, turning what was once a technical task into an organizational conversation.
Starting with a single source of truth brought both structure and empowerment. Process ownership became clear, rework decreased, and discussions about improvement shifted from reactive to proactive. For a not-for-profit organization, the impact extended beyond efficiency, it enabled responsible use of resources and stronger accountability across the business.
Key outcomes include:
- Probity errors reduced from 1 in 5 to 1 in 50, with expectations to reach near zero by year-end
- Increased engagement, as end users now actively access and discuss processes to identify improvements
- Reduced administrative overheads, freeing up time and focus for service delivery
- Greater transparency and alignment, supporting a culture of continuous improvement
For Anglicare, the biggest win has been cultural. Teams now see processes not as paperwork, but as opportunities to enhance care, quality, and collaboration. BIC Process Design delivered both exceptional usability and outstanding value for money, enabling clarity, ownership, and transformation in one intuitive platform.
