Australia’s ageing population needs increasingly personalised healthcare services. As a result, New South Wales Health has focused on reducing admin time so employees can spend more time with patients.

“We needed a platform that was not only scalable, but also very configurable and flexible,” says Dr. Zoran Bolevich, NSW Health CIO and chief executive officer of eHealth NSW.

Using ServiceNow’s AI-powered service management platform, eHealth NSW integrated five contact centres, two IT service desks, and three shared services that support 3,500 daily interactions from NSW healthcare employees. Automating much of the work behind these requests saved clinicians 500,000 hours annually, so they can do less admin, and focus on caring for patients.

EHealth NSW is now focused on delivering better patient experiences. A ServiceNow-powered system named HOPE provides patients and clinicians with real-time insights, supporting shared decision-making about care, treatment, and health interventions.

Wallace’s research suggests that machine mates like Penny and HOPE will become increasingly common in Australia and around the world. While they don’t yet appear on the org charts of their respective organisations, both deliver exceptional experiences in uniquely human settings.