Transitioning from manual processes to automated ones that tap the power of artificial intelligence (AI) can significantly boost an organization’s efficiency, as shown in a new LeadingAge CAST case study, Automating Administrative Workflows to Improve Efficiency and Visibility.

LeadingAge member Presbyterian Homes & Services (PHS), based in Roseville, MN, which offers 62 senior living communities in four states, needed to streamline its operations as it continued to expand. Processes at PHS depended on email communication, manual documentation, and decentralized data management, which brought delays, lack of visibility into the status of requests, and challenges around coordination of teams.

PHS collaborated with NuAIg, a LeadingAge Bronze Partner with CAST Focus, that partners with senior living providers through every stage of transformation across data, automation, and artificial intelligence (AI). Together, they streamlined administrative tasks while improving transparency and governance across operations. NuAIg used intelligent automation and structured workflows to accept requests digitally, route requests automatically, and track tickets through completion.

The new implementation enhanced productivity by automating repetitive administrative tasks, smoothed processes such as request approvals and record management, and brought greater transparency through automated tracking and notifications. In addition, the automation framework is scalable and can be expanded into future workflows.

Process Automation and Digital Workflow Solutions

Technologies such as Power Apps, Power Automate, a central repository, and an email system modernized key operational processes. As an initial step in the transformation, a one-time automated business data migration systematically transferred records from an email-based process into a standardized, centralized document management environment. The migration improved consistency, reduced manual effort, and established a structured foundation for long-term data management.

PHS continues to benefit from the following automations and workflow upgrades:

1. Account Provisioning Automation: Based on predefined rules, the system provisions accounts and assigns access across required platforms. This process ensures faster onboarding, consistent access management, and less need for manual intervention.
2. Account Deactivation Automation: An automated solution now monitors deactivation triggers and initiates deactivation, improving operational efficiency while strengthening security.
3. IT Request Workflow Automation: A digital workflow accepts structured information technology (IT) requests through a centralized interface and automatically routes them to the appropriate team members. The change provides real-time visibility, improves accountability, and streamlines the overall request management process.
4. Analytics and Reporting Request Workflow: A new standardized digital workflow captures requests in a consistent format and routes them automatically—improving transparency, coordination, and delivery of analytics solutions.
5. Renovation and Facility-Related Request Workflow: To standardize the approval process, a digital workflow solution routes requests automatically based on predefined criteria such as scope and approval requirements. The new system improves visibility and team coordination while reducing delays.

Outcomes:

In addition to the efficiencies noted above, PHS and NuAIg highlighted the following key outcomes:

• Automation of multiple high-volume administrative processes.
• Significant gains in operational efficiency around document handling and system administration.
• Faster onboarding and offboarding through automated account workflows.
• Improved governance and visibility across internal request processes.
• Centralized document storage and standardized record management.
• Transition from email-based coordination to structured digital workflows.
• Creation of a scalable automation framework to support future growth.

The system upgrade also reduced administrative workload, enabled internal requests to be processed more quickly, and improved coordination across teams.

Lessons Learned

PHS and NuAIg share several pointers for organizations that wish to pursue a similar path. Identify high-impact, repetitive processes as candidates for automation; focus on workflows that deliver immediate value; leverage existing technology ecosystems; and choose scalable frameworks that can accommodate future needs. To ensure a smooth transition, involve stakeholders early, and invest in training and adoption.

For more information, read the full case study.