Whitepaper · Aged Care · Governance
Five ways to improve aged care governance with ServiceNow
A practical response to the Royal Commission's Recommendation 89 — from intent to operating reality.
What's inside
Recommendation 89, made operational.
The Royal Commission called for true, accountable partnerships between leadership, staff and technology, underpinned by real data and clarity of roles. Four years on, the gap between recommendation and operating reality is still large for many providers.
This whitepaper sets out five concrete ServiceNow capabilities that translate Recommendation 89 into the kind of operational discipline boards, regulators and residents have a right to expect.
The five ways
One whitepaper. Five capabilities. Each one already operating in Australia today.
1. Clear accountability and role management
A single source of truth for who owns, approves and actions every workflow or decision. Responsibilities never left ambiguous — a direct response to the Commission's focus on defined leadership.
2. Data-driven oversight and reporting
Real-time dashboards across incidents, trends, outcomes and compliance. Governance becomes a continuously visible system state, not a periodic ritual.
3. Automated incident and risk management
Adverse events captured at point of occurrence, escalated according to defined rules, tracked through resolution. Visibility from board to bedside.
4. Integrated compliance and quality checks
Evidence trails by default. Self-audit becomes practical — meet (and prove) standards year-round, not just before a scheduled audit.
5. Consistent, connected communication
Email chains and version-control battles disappear. Critical information reaches the right people consistently — making the right thing the easy thing.
Operating today in Australia and at global scale
Federal Department. 93-site Australian provider. 60,000-patient US provider.
The whitepaper details three real implementations: Novabridge's deployment at the Department of Health, Disability and Ageing; an Australian aged care provider operating across 93 sites; and a US-based provider serving 60,000 patients across 17 states. Plus a clear mapping of how each ServiceNow capability addresses the Commission's specific governance recommendations.
Get the full whitepaper.
Recommendation 89 in five concrete capabilities — accountability, oversight, incident management, compliance and communication — with proof points already operating in Australian and global aged care.