Case Study: Guide Dogs NSW/ACT achieves streamlined mobile workforce operations and simplified NDIS/DVA administration with Civica’s CarelinkAir & CarelinkGo

CarelinkAir and CarelinkGo, the perfect solution for Guide Dogs NSW/ACT's mobile workforce

Guide Dogs NSW/ACT (GDNA) is the region’s leading provider of guide dogs and vision-related services, supporting around 3,000 clients annually. Facing fragmented client records, time-consuming manual admin for NDIS/DVA claims, duplicated handwritten notes and limited field functionality, GDNA procured Civica’s Carelink suite (CarelinkPlus, CarelinkAir and CarelinkGo) and began a four-stage rollout across NSW and the ACT to modernise its mobile workforce systems.

Civica configured Carelink to GDNA’s unique delivery model—deploying CarelinkAir Rostering for real‑time appointment and rostering visibility and CarelinkGo for offline note capture and sync—so bookings feed funding checks and invoicing automatically. The implementation eliminated duplicated note taking, automated invoicing and claims preparation (including an NDIS bulk upload), saved “many hours per client,” consolidated three sources of truth into a single source of truth, and improved governance and practitioner utilisation across the organisation.

Guide Dogs NSW/ACT

Peter Day

Business System Implementation Manager