From Assets to People

Why Digital Transformation in Human Services Looks Different

Digital transformation is often described through a corporate lens: automation, AI, cost efficiency.

But what happens when the “assets” you are optimising for aren’t machines or infrastructure – they’re people?

That’s the challenge Ian Robinson, CIO of Life Without Barriers (LWB), is tackling.

“In asset-heavy industries, you optimise the asset lifecycle.
In human services, our focus is on people’s lives, choices and goals.
The principles are similar, but the stakes are far more personal.”

What’s unique about transformation in NFPs?

The shift from asset-heavy industries to human services means rethinking priorities:

• People over process – Care outcomes come before efficiency, but efficiency is still essential to scale.
• Data as an enabler, not a driver – Systems must empower front-line workers rather than add to their admin burden.
• Culture first – Where utilities are engineering-led, human services rely on relationships, trust and collaboration.

The power of culture and alignment

Transformation doesn’t stick without cultural readiness and alignment from the top.

“In NFPs, our decisions aren’t just rational. They’re grounded in values.
That makes cultural alignment absolutely essential when driving change.”

This means executives must commit to digital transformation not just as a technology program, but as a way of creating space for staff to spend more time with clients and less on administration.

Human-centred innovation: AI and digital enablement

The biggest opportunity for innovation lies in removing friction for frontline workers.

Support workers at LWB, for example, navigate up to eight different systems each day. That complexity comes at a cost to efficiency and to the emotional energy of staff already performing challenging work.

Here’s how Ian sees emerging technology making a difference:

1. AI as a co-pilot – Streamlining rostering, incident reporting, and administrative workflows so staff can focus on care.

2. Digital channels for clients – Making it easier to engage, self-serve, and personalise their care experiences.

3. Data-driven insights – Supporting staff decisions with real-time data, rather than manual reporting.

“AI can be an assistant, not a replacement.
It can handle repetitive admin and free our people to do what humans do best—care.”

Why collaboration and governance still matter

Even in a values-driven sector, transformation comes down to execution. Ian emphasises:

• A hybrid team model where IT and business work side by side,
• Clear governance so that multiple technology providers and systems integrate smoothly,
• And a relentless focus on outcome over ownership.

“Multi-provider ecosystems work when the organisation leads with purpose, not silos,” he says.

Lessons for leaders: Future-proofing NFP organisations

The organisations that thrive will:

• Look smaller while being large, creating a personalised, human experience for clients
• Embrace new technologies, but not at the expense of culture
• Break down silos between IT and the business
• Treat agility as a cultural practice, not just a delivery method

“Disruption in our sector will come from those who think digitally from day one.
For the rest of us, we have to learn to think and act like startups while honouring our mission.”

Conclusion

Transformation in human services is not just about technology. It’s about people: frontline workers, clients, families, and the communities they support.

By applying lessons from asset-intensive industries while putting people at the heart, Ian Robinson and Life Without Barriers are creating a roadmap for a more humane and effective approach to digital transformation.

🎧 Listen to this episode of Transformation 2.0® with Ian Robinson to navigate change in complex environments. You’ll find inspiration and practical insights on how to create impact at scale while keeping the human at the centre of transformation.