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How empathy can pave the way for innovation

Following the successful delivery of a key technology developed for MSWA, Illuminance Solutions Chief Executive Officer Nilesh Makwana said empathy was a key driver for innovation and customer happiness.

“The best tool to have in your business is a little empathy”, Mr. Makwana said.

“We frequently forget that business actually is about people.”

This realisation was a key factor during the development of Illuminance Solutions’ product; AvantCare, created in collaboration with Microsoft, to help MSWA address the changes to the NDIS.

For MSWA, it was essential the care of its clients and staff was supported by a client management system that would better cope with the NDIS changes around funding, planning and fostering service delivery, steeamline invoicing and reporting requirements.

Recognising this, MSWA partnered with Illuminance Solutions to develop the new client management system and demonstrate it would meet service provider’s needs.


“Our approach, “technology with empathy”, in collaboration with MSWA key project members ensured that no silo of disjointed information left clients with unmet needs,” Mr. Makwana said. “Care workers and health staff collect a lot of client information – it is key that we use it empathetically and tailor services accordingly and routinely.

MSWA Chief Executive Officer Marcus Stafford said, combined with Illuminance Solutions, MSWA had improved efficiency and enhanced the way it delivered and recorded its services.

“By saving staff hours, it has allowed us to focus valuable time and human resources on client care delivery and developing long-term solutions for our more complex cases,” he said.

Mr. Makwana said Illuminance Solutions had learnt a great deal during the process.

“As an organisation, Illuminance Solutions feels fortunate to have had the opportunity to use our skills and knowledge to assist organisations like MSWA to improve their service delivery and the lives of those they support,” he said.

Recently, the Information and Technology in Aged Care Conference (ITAC) 2017 awarded Illuminance Soltuons a high commendation for AvantCare under the category Best Workforce Efficiency or Quality Improvement Solution.


Published Friday 01 December, 2017 International Day of People with Disabilities. The West Australian, Lift Out, Page 19

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