Case Studies

Case Study: Hart Services and Yes Right AI Consultants

Overview

Client: HART Services, a large community transport and home care package provider
Industry: Aged Care and Community Services
Services Provided by principal consultant Peter Ball:

• AI Strategy and Roadmap
  
  

• Implementation of a custom LLM named HARTbeat
  
  

• Implementation of HARTbeat-HR for HR management
  
  

Introduction

HART Services is a leading community transport and home care provider in Northern NSW. They play a vital role in supporting vulnerable clients in regional cities, rural areas, and First Nations communities. As the organization grew, it faced increasing operational complexity—particularly in managing the diverse needs of clients and staff.

In response, HART Services partnered with Yes Right to develop AI-driven solutions that would modernize operations, streamline services, and boost staff satisfaction. Yes Right delivered a comprehensive AI Strategy and Roadmap, followed by the implementation of two custom LLMs: HARTbeat, focused on client-facing support, and HARTbeat-HR, dedicated to streamlining HR processes.

Solution Delivered

AI Strategy and Roadmap
Yes Right began with an in-depth evaluation of HART’s workflows and HR systems. A strategic roadmap was developed, aligned to long-term goals of efficiency and quality service delivery. The roadmap allowed HART to integrate AI incrementally without service disruption.

HARTbeat: Enhancing Client Services
HARTbeat, a custom-built language model, was designed to manage client inquiries, streamline communications, and reduce administrative overhead. Staff can now access quick, context-sensitive answers to questions about onboarding, care plans, and more—freeing up time for higher-value tasks.

HARTbeat-HR: Empowering Human Resources
HARTbeat-HR was developed to support the HR team by automating repetitive queries and processes. It assists with onboarding, staff support, and internal queries—enabling HR to focus on strategy, while giving staff fast access to accurate employment information.

Feedback Loop

Yes Right AI Consulltants worked closely with Isaac Smith, CEO of HART Services, to establish a staff feedback loop. This allowed ongoing refinement of both HARTbeat and HARTbeat-HR, improving accuracy and building a culture of continuous improvement across the organisation.

Impact & Results

• Increased Productivity: Staff spend less time on admin and more time with clients. Productivity improvements span multiple departments.
  
  

• Lower Staff Turnover: Better systems and support have improved workplace satisfaction, reducing turnover risk.
  
  

• Enhanced Staff Satisfaction: Employees and clients benefit from faster, more accurate answers—reducing friction and frustration.
  
  

• Improved Response Times: Both internal and external queries are resolved more quickly, enhancing the overall service experience.
  
  

Testimonials

Isaac Smith, CEO of HART Services
“The partnership with Peter Ball from Yes Right AI Consultants will be instrumental in revolutionizing our operations. With the introduction of HARTbeat, we're looking for a noticeable improvement in how we serve our clients. The ability to provide quick and accurate responses to our staff and clients will be invaluable. Their solutions have enabled us to focus more on our mission of delivering exceptional care to the community.”

Sonja Kennedy, HR Manager at HART Services
"HARTbeat-HR will fundamentally change the way our HR department operates. We’ll have more time to focus on strategic initiatives rather than being so bogged down by administrative queries. The model’s ability to provide immediate answers to staff will improve satisfaction and reduce the workload on our team."

Ben Benson, IT Manager at HART Services
"The integration of the AI solutions has been seamless. HARTbeat and HARTbeat-HR will enhance productivity, and it’s a big win from an IT perspective. The models are easy to maintain and didn’t disrupt our existing systems, which was a key priority for us.”

Conclusion

HART Services’ partnership with Peter Ball from Yes Right AI Consultants demonstrates the power of strategic AI implementation in aged care. By focusing on custom solutions that meet specific operational needs, Yes Right helped unlock efficiencies, reduce turnover, and improve client care.

This case study highlights the real-world impact of AI on service delivery, staff satisfaction, and operational performance in the community services sector. The ongoing collaboration with HART Services promises even more innovation ahead.