My Aged Care

CASE STUDY: Integrated change management communication strategy for PwC and the Australian Government.

Ellis Jones  •  Tuesday November 19, 2013
Government  •  Health & Ageing


PriceWaterhouseCoopers (PwC) is one of Australia’s leading professional services firms, employing more than 6,000 people delivering assurance, advisory, tax & legal, and private client services. PwC is assisting the Commonwealth Department of Social Services in change management for roll out of the Aged Care Gateway.


The Aged Care Gateway is central to government reforms aimed at making the aged care system more effective and easier for consumers to navigate. The aged care sector is host to a complex range of stakeholders: from providers and peak industry representatives to ancillary service firms and hospital staff. Each has a role to play in the success of reforms.

The challenge was to assist PwC in developing a change communication strategy and supporting materials to facilitate the staged rollout of the Gateway, beginning with the My Aged Care service.

“Ellis Jones’ specialist health and aged care marketing and industry experience was called on.”


Ellis Jones’ specialist health and aged care marketing and industry experience was called on to ensure all stakeholders, and the relationship dynamics particular to the sector, were considered. Our assistance covered media, consumer and industry communication strategy and planning, social media strategy and advice, and production of web based video.


The change management strategy and plan (of which communication elements formed part) were accepted by the Department.  The My Aged Care service launched on 1 July 2013.

Watch the video we created for DSS!

 Talk to us about design, motion graphics and web video production.


Talk to us about stakeholder relations and change communications in the health and aged care sector.