Uniting NSW.ACT is revolutionizing the way care workers access vital information with their innovative 'Buddy' app. But here's the game-changer: they're leveraging GenAI to slash administrative tasks, freeing up valuable time for what matters most - caring for their clients. And this is where it gets exciting! The Buddy app, powered by Azure OpenAI Service, is a digital companion that simplifies complex processes for frontline workers.
The app's capabilities are impressive. Care workers can effortlessly record in-home visits, access internal policies, and connect to essential enterprise systems like HR and payroll, all from their mobile devices. Say goodbye to time-consuming logins at company centers!
Andrew Dome, Uniting's CIO, reveals the app's impact: "Buddy transforms 15-20-minute admin tasks into 1-2-minute breezes. That's 15 minutes gained daily to focus on clients." This shift is significant for Uniting's 9000 employees, who serve 160,000 customers, including 118,000 receiving home care.
The Buddy app's development began with a Microsoft partnership, as they sought care providers ready to embrace GenAI. Uniting's robust foundational platforms paved the way for this innovation. Working with Microsoft partner HSO, they built a robust enterprise infrastructure on Azure.
Uniting's first step was to enhance policy access. They wanted a low-risk approach, using only internal data. This led to a genAI case study, making policies and procedures easily searchable via a chatbot on SharePoint.
But here's where it gets controversial—the app also transcribes care workers' case notes from home visits. Previously, workers had to travel to a Uniting center to type notes, a 15-20-minute task. Now, they simply record notes verbally on their smartphones, and Buddy transcribes and summarizes them.
This efficiency gains workers 1-2 hours daily, allowing more time with clients. As Dome emphasizes, the goal is to "spend more time providing quality care." With Buddy, Uniting is not just streamlining processes but also enhancing the quality of care.
The Buddy app's success raises an intriguing question: How can we balance the benefits of GenAI with potential concerns about data privacy and security? As AI transforms industries, what are the ethical considerations we should be discussing?
