Building a KPI framework and operating rhythm for aged care assessments

National aged care assessment organisation. Workforce planning efficiency and decision-making needed uplift: scheduling wait times were increasing, with no structured KPI framework or meeting cadence to manage demand and capacity.

• Process mapping across in-take and assessment teams
• Defined 12 new operational KPIs with RACIs
• Designed a management dashboard covering cost-to-serve, assessments per shift and schedule timeliness
• Established a demand-and-capacity meeting framework and monthly operating rhythm

• Scheduling time per booking reducible by more than 70% through redesign and automation
• Data-driven decisions enabled by new metrics and dashboard
• Structured monthly demand & capacity planning rhythm, with a roadmap to extend across further programs