Case Study: Rosebank Lifecare
Author: Helen Shorthouse
How independent advice helped Rosebank Lifecare make sense of its IT risks and choose the right IT support model and provider.
Rosebank Lifecare’s IT environment had grown more complex over time, with systems, hardware and phones added as the organisation expanded. When a phone system upgrade exposed deeper issues, the Ashburton aged care provider knew it needed a comprehensive review of its IT support model, rather than another quick fix.
They came to Edge Consulting to get independent advice, practical guidance and assurance throughout the process. The Edge team reviewed Rosebank Lifecare’s existing IT environment, identified risks, explained the provider options clearly and supported Kathryn Taylor, Accountant and Internal Lead, through Board discussions, provider selection and transition.
The result was a thorough, well-supported process that helped Rosebank Lifecare choose and onboard the right long-term IT provider.
The Client
Rosebank Lifecare is an aged care facility based in Ashburton. It has grown steadily over more than three decades, expanding its facility to include 103 residential care beds and a 42-unit retirement village.
Edge worked with Kathryn Taylor, Rosebank’s Accountant and Internal Lead for this project.
The Challenge
While the organisation had continued to invest in care-focused systems, its wider IT environment had not kept pace.
Hardware, phones and other systems had been added over time, using workarounds that kept things moving in the short term but did not solve the underlying problem of an IT system that had become fragmented.
Rosebank’s Accountant Kathryn Taylor described them as being at a point where “sticky plasters” were no longer enough.
The issue became more urgent when a phone system upgrade, required as part of a new wing development, exposed how poorly old and new systems were working together. Staff were dealing with unnecessary complexity, admin teams were wasting time, and families had occasionally experienced stress when calls did not get through to residents as expected.
Rosebank Lifecare wanted independent advice from someone who could understand the organisation’s IT infrastructure, explain the risks clearly, and help them choose the right long-term IT support model and provider, without simply being sold another short-term fix.
“We needed someone independent who could talk to us in a way we understood. In the past, conversations with IT providers often felt like talking to a brick wall. They would fix the immediate problem, but we still didn’t understand what had happened or how to manage it long term. We needed someone who could explain things clearly and translate between us as a care facility and the IT world.”
Kathryn began researching options and found Edge Consulting online and had an initial discussion with Kerry and thought that Edge seemed to tick all the boxes for them:
“I think it was the fact that he listened to what I was saying. He didn’t try to fix it straight away; he wanted to explore things more with us and I liked that approach. Someone who dives in and says they can fix your problem without really understanding it makes me a bit sceptical.”
How We Helped
The engagement with Edge was done in stages, including online discussions and a site visit to see the systems for themselves, and build a clear picture of Rosebank Lifecare’s existing IT environment.
From there, we prepared a report setting out:
The current state of the system.
The risks identified.
Potential solutions that could be explored in more detail.
This gave Kathryn a clear basis for discussion with the Board.
Once the Board agreed on the next steps, Edge carried out a more detailed review of the existing system and began identifying potential providers that could support Rosebank Lifecare’s needs. Given the size and nature of the business, Rosebank Lifecare decided not to run a formal tender process. Instead, they asked Edge Consulting to recommend providers that had the right experience and would be a good fit for an organisation of their scale.
Rosebank Lifecare then met with alternative providers, supported by Andy from the Edge team. The face-to-face meetings helped Kathryn and the team assess not only the proposed solutions, but also whether each provider would be a good working fit. We also supported Kathryn through conversations with Rosebank Lifecare’s existing IT provider, giving them the opportunity to propose a solution.
Once a new provider was selected, our team continued to support Rosebank Lifecare through the initial onboarding phase, before gradually handing over to the new provider, as well as remaining available as a sounding board.
The Outcome
Over 12 months, Edge Consulting supported Rosebank Lifecare through a careful process of assessment, provider selection and transition, working at a pace dictated by Kathryn and the wider business. This gave the organisation time to understand the risks, carefully consider the right provider options, and choose a path that was right for Rosebank Lifecare.
As the internal lead for the project, Kathryn says Edge’s independent support made a real difference. While the project was significant and time-consuming, she never felt she was managing it alone. Regular catch-ups with Graham gave her a place to raise questions, talk through concerns and test the next steps as the process moved from review to provider conversations, to onboarding and handover. She said:
“It was never a drag. I never felt like I was being made to feel stupid because I didn’t understand something. The team was always approachable, happy to help, and the whole process was a pleasant experience.”
The Board also valued Edge Consulting’s involvement and the support provided to Kathryn. Without that independent guidance, both Kathryn and the Board felt the process would have taken longer, been less clear, and involved more uncertainty around whether Rosebank Lifecare was properly mitigating risk.
Instead, the organisation had a structured, relationship-led process with assurance and oversight at each stage, focused on the right long-term outcome for the business.
“I think the word that I would use is reassurance.
Edge Consulting’s involvement has provided us with an independent backstop the whole way through.”
Edge Consulting is an independent New Zealand IT consulting firm focused on business outcomes.
We can help you step back, understand the risks and make clear decisions about your systems, providers and support model.
If you would value an independent conversation about how IT supports your business, get in touch with Kerry.
FAQs
What is independent IT advice?
Independent IT advice is guidance from an advisor who has no financial stake in which IT provider, product or solution you end up choosing. Unlike an IT provider recommending its own services, or a vendor recommending its own hardware, an independent advisor's only job is to represent your organisation's interests: assessing your systems, explaining the risks in plain language, and helping you choose a path based on what you actually need rather than what someone else is trying to sell you.
Should I get independent IT advice?
It's worth getting independent advice if you can't confidently answer basic questions about your own IT risk, such as what would break first, what it would cost to fix, or whether your current setup still matches the size of your organisation. It's particularly worth it before a major decision, like changing IT providers, upgrading core systems, or responding to an incident. If your environment is simple, stable, and you already have IT expertise in-house or on your Board, the case for bringing in outside advice is weaker.
What's the difference between an IT provider and an independent IT consultant?
An IT provider sells and manages IT services, so their advice is naturally shaped by what they offer. An independent IT consultant doesn't sell or manage IT services themselves. Their role is to assess your environment, identify risk, and help you choose and work with a provider, without the outcome affecting their own revenue. The trade-off is that you're paying separately for advice rather than getting it bundled into a support contract.
Do I need to already have IT problems before getting an independent review?
No. Problems often surface only when something forces the issue, like a system upgrade or an outage, by which point the underlying issue has usually existed for years. An independent review is more useful before that point, while there's still time to plan a response rather than react to one.
Do I need to run a formal tender to choose a new IT provider?
No. A formal tender is one option, but it isn't required, particularly for smaller organisations where the overhead of a full tender process can outweigh the benefit. An alternative is to have an independent advisor shortlist providers based on experience and fit, then support you through direct conversations with each one.
How long does an independent IT review take?
It varies with the size and complexity of the environment and how quickly the organisation wants to move, ranging from a few weeks for an initial assessment to a year or more for a full review, provider selection and transition. Setting the pace yourself, rather than working to an advisor's or provider's timeline, generally leads to a better outcome.
Will an independent advisor try to sell me their own IT services?
A genuinely independent advisor won't, since that would undermine the reason you're paying for independent advice in the first place. It's worth asking directly before engaging one: do they sell or resell any IT services, hardware or telco products, and do they have referral or commission arrangements with any provider. If the answer to either is yes, their advice isn't fully independent.
What happens after I choose a new IT provider?
A good independent advisor stays involved through onboarding rather than handing off the moment a contract is signed, since problems during transition are common and cheaper to catch early. Support typically tapers off gradually as the new provider takes over day-to-day management, with the advisor remaining available afterwards if questions come up.
Is independent IT advice only useful for large organisations?
No. Smaller organisations often have less internal IT expertise to draw on, which makes independent advice more valuable, not less, when it comes to interpreting technical risk and provider proposals. What changes with size is scale and cost, not whether the advice is useful.
How do I get started with an independent IT review?
Get in touch with Kerry for an independent conversation about your IT environment, the risks you should be aware of, and what the right support model might look like for your organisation.
How can we help?
Let’s discuss your requirements. We’d love to hear from you.