Social care / supported living· anonymised· Live production pilot
Care without the clipboard.
We're rebuilding the entire digital spine of a multi-branch, CQC-regulated care provider — around 100 office staff and 500 support workers — as roughly eighteen governed workstreams, several already live in production.
Client: A ~600-person supported-living care provider, with branches across the Midlands and West Yorkshire.
A whole care business, held together by spreadsheets and goodwill
Supported-living care runs on paperwork — rosters, supervisions, medication records, training compliance, incident logs, mileage claims, timesheets — and this provider was running most of it by hand, across three branches, on a patchwork of outsourced platforms and spreadsheets that didn’t talk to each other.
The costs of that show up everywhere a regulator looks. Compliance evidence scattered across different providers. Refresher training tracked manually. Care-quality signals buried in separate systems that only got cross-checked when someone had a spare afternoon. And a 500-strong support-worker workforce that didn’t even have a consistent digital identity to log in with.
They didn’t need one more app. They needed someone to systematically automate the whole business — carefully, in the right order, without breaking the care in the meantime.
One transformation, delivered as ~18 governed workstreams
Instead of a risky big-bang overhaul, we broke the transformation into governed lanes — each scoped, built, and board-gated before anything touched real client data. Here are the ones that matter most.
The core platform (ERP / CRM)
The strongest single piece of the work. We built a modular platform to replace the reach of an outsourced system that only covered recruitment — a canonical people registry with identity matching, an append-only audit trail, an ingestion pipeline (email, automated capture, manual entry), report mirrors reconciled against real exports, a task engine with a “My Planner” view, service-user referral-to-onboarding journeys, incident case management, and a requisition-governance module.
The hard facts, all from the real work:
- A single roster import created 294 carers and 293 service users as clean canonical records — straight from the client’s real CSVs.
- Identity matching auto-resolved 274 of 418 review candidates, so humans only had to look at the genuinely ambiguous ones.
- 588 supervision and spot-check schedules were instantiated automatically.
- Everything reconciled against real exports — 500 visits, 175 medication alerts, 416 names routed to review — so the numbers could be trusted.
It’s live: a production pilot the client is actively using and giving structured feedback on.
Self-hosted Learning Management System
We replaced outsourced training and manual, spreadsheet-based refresher-tracking with a self-hosted LMS — plus a custom compliance layer to track mandatory, refresher and overdue training the off-the-shelf tool couldn’t handle natively. Seeded across all three branches, courses loaded, and staged for go-live. It turns scattered CQC inspection evidence into one place you can actually point an inspector at.
QA / management oversight dashboard
Live. It pulls care-quality signals from multiple systems into one view — KPI cards, branch comparisons, a support-worker priority watchlist, a repeat-concern watchlist for service users, medication review, and a filterable review queue. Instead of hunting through separate systems for exceptions, managers see what needs attention in one place.
Production infrastructure, done properly
All of this runs on hardened, monitored, EU-hosted infrastructure built as code — with real backups and a verified restore test, not just a hopeful one. The documented audit came back with zero failures and zero warnings across every layer. We don’t just build it; we run it properly.
Support-worker digital identity
The 500-strong support-worker workforce had no consistent login identity — which was quietly blocking the LMS and portal rollout. We gave every worker a managed, EEA-hosted mailbox identity, with DNS verified and provisioning tooling built to roll it out safely.
And more, in active build: a staff intranet and portal (announcements, HR resources, policy acknowledgement, clock-in/out), a mobile mileage-claims app with an automated eligibility-and-variance rules engine, and support-worker leave requests — plus a stack of discovery work: an M365 governance audit, an AI rota-scheduler feasibility study, VoIP call-transcription compliance analysis, and governed WhatsApp announcements.
Governed, staged, and never reckless with real care data
Care is not a place for “move fast and break things.” Every workstream was governed: scoped, built on staging, reconciled against the client’s real exports, and board-gated before it went anywhere near live service-user data. The client tests each lane and gives structured feedback before it’s signed off.
That’s the same discipline we hold our own infrastructure to — audited, monitored, backed up, restore-tested. It’s why a care provider can trust us with the spine of their business.
Live, in production, and growing
- The core platform is a live production pilot the client is actively using.
- 294 carers and 293 service users exist as clean, canonical, auditable records where before there were CSVs and duplicates.
- 588 supervision schedules are created and tracked automatically instead of by hand.
- The QA oversight dashboard is live, giving managers one place to see what needs attention.
- Production infrastructure passed its audit with zero failures and zero warnings.
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