Maximising Workflow Efficiency Using My Aged Care Portal by Leveraging MS Power Apps

The Reality of Aged Care Administration

Anyone working in Aged Care knows that compliance and service go hand in hand. But too often, the administrative tools designed to enable care—like the My Aged Care (MAC) Portal—can feel more like a constraint than a capability.

For executives tasked with managing workforce costs, maintaining service continuity, and staying compliant with government requirements, the MAC Portal presents a common pain point. It's necessary for funding and accountability, yet it introduces friction into rostering, scheduling, and case management workflows. Repetitive data entry, fragmented approval processes, and lack of real-time integration with workforce systems often force frontline teams to work in silos, create duplicative workarounds, or fall into inefficiencies that ultimately impact both cost and quality of care.

But what if there was a better way? What if the MAC Portal wasn’t something to fight against—but something to design around?

At Trace Consultants, we’re seeing a clear shift: aged care providers are moving away from waiting for government IT systems to evolve, and instead proactively building tools around them. And one of the most effective enablers is Microsoft Power Apps.

The MAC Portal Challenge: Designed for Compliance, Not Efficiency

The MAC Portal is a critical platform for aged care providers—used to receive referrals, manage assessments, access client funding approvals, and meet reporting requirements. But while it supports government compliance, it wasn’t designed with seamless integration or modern user experience in mind.

Common pain points include:

• Manual data entry that needs to be replicated across scheduling, case management, and rostering tools
• Delays in referral visibility or assignment slowing down intake and onboarding
• Fragmented workflow between client approval and workforce scheduling
• Lack of integration with internal CRMs or workforce management systems
• High administrative burden on care coordinators, team leaders and schedulers

These gaps create operational inefficiencies and increase the risk of:

• Missed service windows or under-delivery against Home Care Package (HCP) or CHSP hours
• Inefficient workforce deployment and last-minute shift changes
• Reduced ability to forecast demand and match the right care worker with the right client
• Rising costs due to overtime, travel inefficiencies, and duplicated admin

In short, the MAC Portal is a reality—but it doesn’t need to be the limiting factor in your operating model.

Designing Around Constraints: The Power of Workflow Mapping

One of the most important first steps in improving efficiency is to map your existing workflow in and around the MAC Portal. That means asking:

• What actions are triggered when a referral is received?
• Where do handovers, duplication or rework occur?
• What tools (Excel, email, SharePoint, workforce software) are used downstream?
• Who is responsible for manually bridging gaps between MAC and other systems?

Once that’s understood, you can identify where digital tools like Microsoft Power Apps can automate, streamline, or enhance these processes—without needing to rebuild your core systems or compromise compliance.

This design-led approach ensures that your workflows are purpose-built for your organisation’s structure, care models, and technology stack—while still fitting around the MAC Portal’s constraints. Trace Consultants provides support in mapping these workflows and identifying digital tools that best fit your operations.

The Case for Microsoft Power Apps in Aged Care

Microsoft Power Apps is a low-code/no-code platform that enables organisations to build custom business applications that integrate with Microsoft 365, SharePoint, Teams, and other systems—even if they don’t integrate directly with MAC.

Why Power Apps is ideal for Aged Care:

• Custom workflows: You can build intake, scheduling, or service tracking tools tailored to how your teams work—not generic templates.
• Mobile-first: Apps work across desktop and mobile, enabling real-time updates from care workers, schedulers, and coordinators in the field.
• Data capture: Structured forms allow accurate data collection at the source—reducing rework and improving auditability.
• System integration: While MAC may not offer open APIs, Power Apps can link with your rostering software, payroll, SharePoint, and CRMs to fill the gaps.
• Automation: Combine Power Apps with Power Automate to streamline approval chains, notify staff of new referrals, or update care plans automatically.
• Scalable and cost-effective: Built on your existing Microsoft licence, Power Apps often avoid the cost and complexity of third-party integrations.

Trace Consultants has helped aged care clients build and deploy custom Microsoft Power Apps that fit within existing compliance frameworks while creating meaningful process improvements.

A Real-World Workflow Example

To make this real, let’s walk through a simplified care delivery workflow—and how MS Power Apps can improve it when working around the MAC Portal.

Scenario: Home Care Referral and Service Scheduling

Traditional Workflow (Pain Points Highlighted)

1. New HCP referral received via MAC Portal
2. Referral printed or copied into email to team leader
3. Admin manually enters client info into CRM and scheduling system
4. Team leader assigns case manager and care coordinator
5. Coordinator builds schedule in rostering tool or Excel
6. Care workers notified manually via SMS or calls
7. MAC Portal updated separately after visits completed

Challenges:

• Multiple data handovers
• Rework across CRM, MAC and rostering
• No visibility for care workers or admin staff in real-time
• Scheduling often misaligned with workforce availability

Improved Workflow with MS Power Apps

1. New referral received → Coordinator logs referral in Power App (structured form)
2. App pushes referral info to SharePoint and notifies care team
3. Coordinator assigns worker based on location, availability, skills (Power App links to roster data)
4. Auto-generated weekly schedule built in Power App, accessible via mobile
5. Visit outcomes logged by workers on mobile, triggering alerts if follow-up is needed
6. Power Automate flags services completed for MAC update and triggers internal QA processes

Benefits:

• Eliminates email/Excel duplication
• Reduces admin time and service delays
• Improves transparency across scheduling, rostering, and care delivery
• Enables better compliance and reporting without manual MAC re-entry

This type of solution is achievable when partnering with experienced consulting teams like Trace Consultants.

Unlocking Efficiency in Rostering and Scheduling

Effective rostering in aged care is about more than just filling shifts. It’s about aligning workforce capacity to demand, managing fatigue, and ensuring clients receive the right care, from the right person, at the right time.

By redesigning rostering workflows around the MAC Portal’s known constraints, aged care providers can:

• Streamline shift planning: Use Power Apps to create structured, automated processes for intake-to-schedule.
• Optimise travel: Build tools that factor in client locations and workforce geography to minimise travel time and costs.
• Enable responsiveness: Equip schedulers with real-time alerts and mobile tools to respond quickly to cancellations or changes.
• Improve client continuity: Match workers to clients based on past history, preferences, and continuity goals.
• Increase forecast accuracy: Track scheduled vs. actual service delivery to inform future workforce planning.

We work with providers to build these capabilities through tailored solutions. Learn more about rostering and scheduling improvement at Trace.

Risks of Not Acting

Many aged care providers are still relying on workarounds like spreadsheets, emails, and manual processes to bridge gaps between the MAC Portal and their rostering systems. These create:

• Hidden costs: Labour hours lost to admin tasks that could be automated
• Compliance risks: Inconsistent data and missed documentation
• Workforce frustration: Fatigue from manual scheduling, missed shifts or travel inefficiencies
• Client dissatisfaction: Inconsistencies in care quality or availability

With increased scrutiny on aged care delivery and funding models, inefficiencies that were once tolerated are now under the spotlight. Providers who continue to “make do” may struggle to meet compliance requirements, retain staff, or scale services cost-effectively.

How Trace Consultants Can Help

At Trace Consultants, we support aged care organisations across Australia by helping them optimise their service delivery through smarter workflows and practical technology deployment.

Our approach is grounded in:

• Deep understanding of aged care operational models
• Experience working within MAC Portal constraints
• Capability to build and deploy Microsoft Power Apps that support workforce planning
• Strategic focus on linking workflow changes to measurable cost and service improvements

Whether you're beginning your workflow transformation or looking to scale an existing initiative, our Supply Chain IT Transformation team can help you move forward—faster.

Why Now?

The aged care sector is under pressure to do more with less: more compliance, more hours delivered, more responsiveness to client needs—without increasing overheads. Investing in a smart, workflow-led approach to technology is no longer optional. It’s strategic.

With the Australian Government investing in digital transformation of aged care, and the sector moving toward more structured reporting and transparency, now is the time to build the digital muscle needed to thrive—not just survive.

Redesigning workflows around MAC and investing in tools like Power Apps is a practical, scalable way to build that muscle—delivering real ROI, improving staff experience, and ultimately enabling better care.

Turning a Constraint into a Catalyst

The My Aged Care Portal isn’t going anywhere. But that doesn’t mean your operating model needs to be constrained by it.

By designing workflows around its limitations, and using modern tools like Microsoft Power Apps, aged care providers can unlock significant value—reducing admin costs, improving rostering outcomes, and ultimately enabling more time for what matters most: delivering care.

At Trace Consultants, we specialise in helping aged care organisations operationalise these improvements—with a deep understanding of your workforce, systems, and service model.

Ready to rethink how you work with MAC instead of against it?
Visit our Contact Us page or reach out to our team to explore how we can help.

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The Workforce Revolution in Australian Supply Chains

Australian supply chains are navigating a perfect storm of challenges: global disruptions, labour shortages, and rapid technological change. Over the next decade, workforce planning will emerge as the single biggest disruptor, reshaping how businesses operate and compete. By strategically aligning talent with operational goals, companies can tackle issues like skills gaps, enterprise bargaining agreements (EBAs), and the rise of AI and automation while making critical decisions about insourcing, outsourcing, and workforce composition.

This article dives into why workforce planning is critical for Australian supply chain success, exploring EBA scenario modelling, constructive negotiations, insource vs outsource decisions, workforce mix (full-time, part-time, casual, agency), AI, automation, rostering, and the power of KPI dashboards. We’ll also highlight how Trace Consultants can help Australian businesses unlock their workforce potential and drive supply chain excellence.

Why Workforce Planning is Australia’s Supply Chain Game-Changer

From the ports of Fremantle to the warehouses of Sydney, Australian supply chains face unique pressures. Labour shortages, driven by an ageing workforce and regional skills gaps, are compounded by rising costs and global competition. Workforce planning—aligning human capital with business strategy—offers a proactive solution. According to McKinsey, companies with robust workforce planning are better equipped to adapt to market shifts and technological advancements, ensuring long-term resilience.

Here’s why workforce planning will dominate Australian supply chains over the next decade:

1. Tackling Labour Shortages: With Australia’s unemployment rate at historic lows, finding skilled workers for logistics and manufacturing is tougher than ever. Workforce planning identifies future talent needs and builds recruitment pipelines.
2. Optimising Workforce Composition: Balancing full-time, part-time, casual, and agency workers ensures flexibility and cost efficiency.
3. Navigating Insource vs Outsource Decisions: Workforce planning helps businesses decide whether to insource critical functions or outsource to third parties.
4. Leveraging Technology: AI and automation are transforming operations, requiring new skills and roles. Workforce planning ensures employees are ready.
5. Mastering EBAs: Data-driven EBA scenario modelling aligns labour agreements with business goals.
6. Driving Real-Time Insights: KPI dashboards provide visibility into workforce performance, enabling agile decision-making.

Let’s explore these key areas in detail.

EBA Scenario Modelling: Aligning Agreements with Business Goals

Enterprise Bargaining Agreements (EBAs) are a cornerstone of Australian industrial relations, governed by the Fair Work Act. Negotiating EBAs in supply chain industries—where demand fluctuates and margins are tight—requires precision. EBA scenario modelling uses data to simulate agreement outcomes, ensuring they support both employees and the business.

The Value of EBA Scenario Modelling

EBA scenario modelling forecasts the financial and operational impacts of proposed agreements. For example, businesses can test scenarios involving wage increases, penalty rates, or flexible shifts to understand their effects on labour costs and productivity. This empowers informed negotiations, ensuring agreements are fair and sustainable.

Key benefits include:

• Cost Transparency: Modelling reveals the true cost of wage hikes or changes to conditions, preventing budget blowouts.
• Operational Agility: Scenarios test rostering flexibility to meet peak demand, critical for supply chains.
• Employee Engagement: Fair, data-backed agreements boost morale and reduce turnover.

Constructive Negotiations: Fostering Collaboration

Constructive negotiations build trust between employers and unions, minimising disputes and creating win-win outcomes. Workforce planning supports this by providing data to guide discussions. For instance, scenario modelling can show how proposed changes align with industry benchmarks, ensuring transparency.

Trace Consultants excels in EBA scenario modelling and negotiation support. Our data-driven tools help Australian businesses craft agreements that drive productivity while keeping employees happy.

Insource vs Outsource Decisions: Strategic Workforce Modelling

Deciding whether to insource or outsource supply chain functions—like warehousing, transport, or inventory management—is a critical strategic choice. Workforce planning provides the data and modelling needed to make informed decisions, balancing cost, control, and flexibility.

Insource vs Outsource Modelling

Insource vs outsource modelling evaluates the costs, risks, and benefits of each approach. For example:

• Insourcing: Offers greater control and alignment with company culture but requires investment in training, infrastructure, and compliance with EBAs.
• Outsourcing: Provides flexibility and lower upfront costs but may reduce visibility and increase reliance on third-party providers.

Modelling considers factors like labour costs, scalability, and service quality. For instance, a business might model the cost of hiring full-time warehouse staff versus outsourcing to a logistics provider during peak seasons.

Key considerations include:

• Cost Efficiency: Insourcing may be cheaper long-term for stable operations, while outsourcing suits variable demand.
• Workforce Capability: Insourcing requires skilled employees, while outsourcing shifts this responsibility to providers.
• Compliance: Insourcing demands adherence to EBAs and workplace laws, while outsourcing transfers some compliance risks.

Making the Right Choice

Workforce planning ensures insource vs outsource decisions align with long-term goals. For example, a retailer might insource last-mile delivery to enhance customer experience but outsource warehousing to manage seasonal spikes.

Trace Consultants helps Australian businesses model insource vs outsource scenarios, providing clarity on costs, risks, and workforce implications. Our expertise ensures decisions drive efficiency and competitiveness.

Workforce Composition: Balancing Full-Time, Part-Time, Casual, and Agency Workers

The workforce mix—the blend of full-time, part-time, casual, and agency workers—is a critical lever for supply chain flexibility. Workforce planning optimises this mix to meet operational needs while controlling costs and ensuring compliance.

Understanding Workforce Composition

Each worker type offers unique benefits:

• Full-Time: Provides stability and deep expertise but comes with higher fixed costs and EBA obligations.
• Part-Time: Offers flexibility for predictable demand patterns, ideal for retail or distribution.
• Casual: Suits short-term or variable needs, with higher hourly rates but fewer entitlements.
• Agency: Enables rapid scaling during peaks (e.g., Black Friday) but may lack company alignment.

Workforce planning analyses demand patterns, labour costs, and compliance requirements to design the optimal mix. For example, a logistics firm might use full-time drivers for core routes, part-time staff for weekday peaks, and agency workers for holiday surges.

Benefits of Optimised Workforce Mix

A balanced workforce mix delivers:

• Cost Control: Casual and agency workers reduce fixed costs during low-demand periods.
• Agility: A flexible mix ensures rapid response to demand fluctuations.
• Employee Satisfaction: Offering part-time or casual roles attracts diverse talent, such as students or retirees.

Trace Consultants designs tailored workforce composition strategies, helping Australian businesses balance cost, flexibility, and compliance. Our data-driven approach ensures the right mix for your supply chain.

AI and Technology Advancements: Reshaping the Workforce

Artificial Intelligence (AI) and technological advancements are transforming Australian supply chains, from automated warehouses to predictive analytics. Workforce planning ensures employees are equipped to thrive in this tech-driven landscape.

AI in Workforce Management

AI streamlines supply chain operations by automating tasks like demand forecasting and inventory management. According to ScienceDirect, AI reduces manual workloads but creates demand for new skills, such as data analysis and system oversight. Workforce planning addresses this by:

• Identifying Skill Gaps: AI tools analyse workforce capabilities and highlight training needs.
• Tailoring Training: Personalised programs upskill employees in AI platforms or analytics.
• Streamlining Recruitment: AI-powered tools match candidates to roles based on skills and fit.

Automation: Enhancing, Not Replacing, Workers

Automation, such as robotic picking systems or autonomous forklifts, is reshaping Australian warehouses. Research suggests automation will reduce low-skilled roles but create high-skilled jobs requiring coordination and oversight. Workforce planning prepares businesses by:

• Upskilling Staff: Training equips workers to manage automated systems.
• Redesigning Roles: Jobs shift toward strategic tasks, like monitoring performance or troubleshooting.
• Maintaining Human Oversight: Human judgment remains vital for complex decisions.

Trace Consultants helps Australian businesses integrate AI and automation into workforce strategies. We conduct skills audits, develop training programs, and design roles that maximise technology’s value while empowering workers.

Rostering and Scheduling: Boosting Efficiency

Effective rostering and scheduling are critical for Australian supply chains, ensuring staff are deployed efficiently while complying with EBAs and awards. AI-powered rostering software is revolutionising this process.

The Power of Automated Rostering

Modern rostering tools automate shift planning, factoring in employee availability, skills, and EBA conditions. Employment Hero notes that automated systems reduce errors, ensure compliance with award rates, and provide real-time cost visibility. Benefits include:

• Budget Alignment: Rosters calculate wage costs upfront, preventing overspending.
• Flexibility: Employees can swap shifts or bid for extras, boosting engagement.
• Compliance: Software ensures adherence to EBA terms, penalty rates, and public holiday rules.

Real-Time Adaptability

Supply chain demands shift quickly—think port delays or e-commerce spikes. Automated rostering allows managers to adjust schedules instantly, minimising disruptions. For example, if a truck breaks down, staff can be reassigned to other tasks.

Trace Consultants implements tailored rostering solutions for Australian supply chains, integrating with automation and EBA requirements for seamless efficiency.

KPI Dashboards: Real-Time Decision-Making

KPI dashboards provide real-time visibility into workforce and supply chain performance, enabling agile management. According to industry research, dashboards facilitate proactive monitoring, helping businesses address issues before they escalate.

Key Workforce KPIs

Effective workforce planning tracks five to seven KPIs, as recommended by HiBob. Examples include:

• Turnover Rate: Measures retention and flags engagement issues.
• Training Completion: Tracks skill development progress.
• Labour Cost per Shift: Ensures rostering aligns with budgets.
• Schedule Adherence: Identifies rostering inefficiencies.
• Employee Satisfaction: Gauges morale via surveys or eNPS.

Empowering Real-Time Decisions

Dashboards consolidate data from rostering, payroll, and operations, offering a holistic view. For instance, a dashboard might show overstaffing during quiet periods, prompting schedule adjustments. Real-time insights also enable rapid responses to disruptions, like labour shortages.

Trace Consultants designs custom KPI dashboards for Australian businesses, integrating with your systems to deliver actionable insights that drive workforce and operational success.

The Future of Workforce Planning in Australian Supply Chains

Workforce planning will evolve with emerging trends:

• Generative AI: Enhanced forecasting and scenario modelling for precise planning.
• Sustainability: Aligning workforce strategies with environmental goals.
• Gig Economy Integration: Incorporating casual and agency workers into long-term plans.

Australian businesses must act now to stay ahead, investing in workforce planning to build resilience and competitiveness.

How Trace Consultants Can Help

At Trace Consultants, we’re passionate about helping Australian supply chains thrive. Our workforce planning expertise empowers businesses to navigate disruptions and seize opportunities. Here’s how we support you:

• EBA Scenario Modelling: Data-driven tools to craft fair, sustainable agreements.
• Insource vs Outsource Modelling: Strategic analysis to optimise cost and control.
• Workforce Composition Strategy: Tailored mixes of full-time, part-time, casual, and agency workers.
• AI and Automation Integration: Skills audits and training to prepare your workforce.
• Rostering Solutions: Automated systems for compliance and efficiency.
• Custom KPI Dashboards: Real-time insights for data-driven decisions.

Based in Australia, Trace Consultants is your trusted partner for supply chain success. Visit our Insights page to learn more.

Embrace Workforce Planning for a Competitive Edge

Workforce planning is the key to unlocking the future of Australian supply chains. By mastering EBAs, insourcing vs outsourcing, workforce composition, AI, automation, and KPI dashboards, businesses can achieve efficiency, agility, and resilience.

The next decade, those who invest in workforce planning will lead the industry. Partner with Trace Consultants to transform your workforce strategy and drive supply chain excellence.

Ready to get started? Contact us at www.traceconsultants.com.au to future-proof your supply chain.

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Insourcing vs. Outsourcing: Evaluating Labour-Intensive Job Functions

Understanding Labour-Intensive Roles

For large-scale, customer-facing businesses and complexes, many critical roles are labour-intensive. These teams, including cleaning, waste management, landscaping, or maintenance, work together to deliver exceptional customer experiences. Whether front-of-house or back-of-house, highly technical specialists or dynamic generalists, there comes a time when businesses must weigh the benefits of keeping these teams in-house against the costs of outsourcing.

Careful consideration is essential to make informed decisions. For example, we recently assisted a client in retendering a labour-intensive waste management function, comparing tender responses to an in-house cost estimate. This benchmark ensured the client had access to the best available options.

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Financial Considerations for Insourcing vs. Outsourcing

The primary financial metric for comparison is the weighted average labour rate. This rate is influenced by several factors:

1. Enterprise Bargaining Agreement (EBA)

The EBA is a legally binding agreement between employers and employees (often represented by a union) that sets minimum working conditions, including labour rates for regular hours, weekends, public holidays, and overtime.

2. Organisational Structure and Timesheet Estimates

Managerial roles are essential but costly. Key questions to ensure accurate analysis include:

• Does the team always require a shift manager?
• How does headcount vary during peak periods?
• What contingency margin is needed for unexpected surges?

Incorporating detailed data from on-the-ground operations improves the accuracy of the weighted average labour rate.

3. Client Savings Pressures

While the EBA sets the minimum cost, the maximum is limited by current expenditure and potential savings. Balancing these factors creates an optimal scenario where workers receive fair wages while delivering cost savings to the client.

Additional Cost Factors

1. Staffing Onboarding Costs

Annual labour-related costs include:

• Sick and annual leave allowances
• Superannuation and payroll tax
• Training and upskilling expenses

2. Fixed Assets

Labour-intensive roles often require equipment, which may put insourcing at a disadvantage compared to outsourced tenders that include equipment in their offers. Examples include:

• Vehicles for transportation
• Handheld equipment and uniforms
• Relevant infrastructure

Depreciation and ownership costs of these assets must also be factored in.

3. Variable, Consumable Assets

These include:

• Cleaning supplies
• Fuel or bins
• Maintenance and replacement costs

Note that Year 1 costs for insourcing are typically higher due to fixed asset acquisition and onboarding expenses, but costs often stabilize from Year 2 onward.

Qualitative Pros and Cons

Beyond financials, qualitative factors play a significant role. Below is a comparison of insourcing and outsourcing:

By carefully gathering and analyzing the above factors, businesses can estimate total yearly costs and compare them to the weighted average labour rate. This approach provides clarity in complex procurement decisions, whether the goal is to pursue a managerially preferred insourcing option or to use insourcing estimates to drive competitive pressure in outsourcing tenders.

Ultimately, a well-informed insourcing vs. outsourcing decision can deliver significant savings while maintaining quality.

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