ECH is a South Australian aged care and community services provider, established in 1964, supporting more than 5,000 clients and residents across 109 villages, wellness centres and in-home services in Adelaide, the Adelaide Hills and Victor Harbor.
With over 800 staff delivering care every day, ECH needed technology that made everyday work simpler, not harder, and that’s where CG TECH came in.
We worked with ECH on two projects that sit at the heart of employee experience: an AI assistant to help staff find policies and procedures faster, and a modern awards system to make staff recognition easier and fairer.
Together, these projects show why we’ve been recognised as a finalist, and they’re worth breaking down one by one.
Why This Nomination Matters
The Impact Awards will bring Australian technology partners, vendors and distributors together in Sydney on 13 August for the Winter Ball, where winners across categories like AI Partner of the Year, Managed Services Partner of the Year and Employee Experience Partner of the Year will be announced.
For us, being listed alongside other respected partners is a moment to pause and recognise the quiet, everyday changes that can make work easier and safer for people who support older Australians and community clients.
Employee experience is often talked about in terms of culture, engagement and retention, but it’s also very practical. It shows up in how quickly staff can find an answer, how confident they feel making decisions, and how visible recognition is when someone goes the extra mile.
This nomination reflects that ECH was willing to rethink these everyday moments, and that CG TECH had the chance to help turn those ideas into working technology.
Making Policies Easier To Use
The Challenge With BuzzAgent
ECH had already invested in an AI assistant called BuzzAgent, built with Microsoft Copilot Studio, to help staff find policies, procedures, forms and templates stored in SharePoint Online. The idea was simple: instead of digging through folders, staff could ask a question and get a clear response grounded in approved content.
In practice, the experience wasn’t where it needed to be. Some answers were too long or missed the point, response speed dropped when large volumes of content were searched, and staff weren’t always sure how to phrase their questions or follow up when something wasn’t clear.
This made it harder to trust the assistant and limited its use as a tool people could rely on during a busy shift.
How CG TECH Improved It
CG TECH came in to improve the way BuzzAgent worked instead of starting again. The team reviewed the existing Copilot Studio setup, including the system instructions, prompts and how the SharePoint libraries were connected.
They analysed how documents were structured and tagged, then reworked the knowledge architecture so policies, procedures and forms were segmented and prioritised, making retrieval faster and more consistent.
They also tuned how generative answers were produced so responses were grounded in the right documents, cited properly and kept concise and actionable.
On top of that, they introduced suggested prompts, better follow up handling, clarification flows for ambiguous questions, and multilingual support so a diverse workforce could access the same guidance in a way that felt natural to them.
The Result For Staff
The result for ECH staff is a more reliable AI knowledge assistant they can use with confidence in their daily work. Instead of wrestling with search or wondering if they’ve missed a policy update, they can ask BuzzAgent for what they need and get a faster, clearer response that links back to the source so they can check the detail when required.
Making Recognition Easier And Fairer
The Challenge With The Old Awards Process
Policies are only one part of the employee experience. ECH also wanted to strengthen its culture of appreciation by recognising staff who live the organisation’s values in a visible, consistent way.
The existing awards process involved manual steps, limited transparency and a user experience that made nominations and voting harder than they needed to be.
The ME Awards Solution
CG TECH worked with ECH to design and roll out the ME Awards Solution using Microsoft Power Platform, SharePoint and Teams.
Staff now have a mobile friendly nomination form that connects to Entra ID for accurate staff lookup and department autofill, making it easy to put forward colleagues for quarterly and annual awards.
Behind the scenes, automated email notifications keep nominees, managers and nominators informed, while secure, role based workflows give executives and administrators a straightforward way to review, vote and close out each awards cycle.
Voting windows, reminders and tie break options are built in, and an admin dashboard lets teams manage nominations, edit details and publish results using exportable templates that feed into SharePoint News.
Importantly, the solution is available through Microsoft Teams, so staff can participate from desktop or mobile, and all actions are tracked for security and compliance. Training and documentation were part of the delivery, giving ECH the ability to run and grow the awards program without needing to call on CG TECH for every change.
The Result For Staff
For staff, this means recognition feels fair, visible and timely. Results are shared across the business, nominations are easier to submit, and the whole process feels less like admin and more like a genuine celebration of the people who keep services running.
A Shared Achievement
Two Solutions, One Goal
The Impact Awards nomination sits at the intersection of these two pieces of work. On one side, an AI assistant helps staff navigate policies and procedures with more confidence. On the other, a modern awards solution makes it simple to say “thank you” in a way that everyone can see.
Together, they show what can happen when a care provider, its people and a technology partner focus on small, meaningful improvements to everyday work.
What This Recognition Means
For CG TECH, being recognised as an Employee Experience Partner of the Year finalist is a reminder that technical quality and human experience need to move together. For ECH, it reflects a commitment to giving staff the tools and recognition they deserve, from the frontline to the back office.
Whatever happens at the Winter Ball in August, the partnership with ECH will keep evolving as new needs emerge and new opportunities appear.
Awards are important, but the real achievement is seeing staff use these solutions with confidence, knowing their questions are taken seriously and their contributions are seen.
About the Author
Carlos Garcia is the Founder and Managing Director of CG TECH, where he leads enterprise digital transformation projects across Australia.
With deep experience in business process automation, Microsoft 365, and AI-powered workplace solutions, Carlos has helped businesses in government, healthcare, and enterprise sectors streamline workflows and improve efficiency.
He holds Microsoft certifications in Power Platform and Azure and regularly shares practical guidance on Copilot readiness, data strategy, and AI adoption.
CG TECH has been named a finalist for Employee Experience Partner of the Year at the 2026 techpartner.news Impact Awards, and the nomination comes down to one partnership: our work with ECH.
ECH is a South Australian aged care and community services provider, established in 1964, supporting more than 5,000 clients and residents across 109 villages, wellness centres and in-home services in Adelaide, the Adelaide Hills and Victor Harbor.
With over 800 staff delivering care every day, ECH needed technology that made everyday work simpler, not harder, and that’s where CG TECH came in.
We worked with ECH on two projects that sit at the heart of employee experience: an AI assistant to help staff find policies and procedures faster, and a modern awards system to make staff recognition easier and fairer.
Together, these projects show why we’ve been recognised as a finalist, and they’re worth breaking down one by one.
Why This Nomination Matters
The Impact Awards will bring Australian technology partners, vendors and distributors together in Sydney on 13 August for the Winter Ball, where winners across categories like AI Partner of the Year, Managed Services Partner of the Year and Employee Experience Partner of the Year will be announced.
For us, being listed alongside other respected partners is a moment to pause and recognise the quiet, everyday changes that can make work easier and safer for people who support older Australians and community clients.
Employee experience is often talked about in terms of culture, engagement and retention, but it’s also very practical. It shows up in how quickly staff can find an answer, how confident they feel making decisions, and how visible recognition is when someone goes the extra mile.
This nomination reflects that ECH was willing to rethink these everyday moments, and that CG TECH had the chance to help turn those ideas into working technology.
Making Policies Easier To Use
The Challenge With BuzzAgent
ECH had already invested in an AI assistant called BuzzAgent, built with Microsoft Copilot Studio, to help staff find policies, procedures, forms and templates stored in SharePoint Online. The idea was simple: instead of digging through folders, staff could ask a question and get a clear response grounded in approved content.
In practice, the experience wasn’t where it needed to be. Some answers were too long or missed the point, response speed dropped when large volumes of content were searched, and staff weren’t always sure how to phrase their questions or follow up when something wasn’t clear.
This made it harder to trust the assistant and limited its use as a tool people could rely on during a busy shift.
How CG TECH Improved It
CG TECH came in to improve the way BuzzAgent worked instead of starting again. The team reviewed the existing Copilot Studio setup, including the system instructions, prompts and how the SharePoint libraries were connected.
They analysed how documents were structured and tagged, then reworked the knowledge architecture so policies, procedures and forms were segmented and prioritised, making retrieval faster and more consistent.
They also tuned how generative answers were produced so responses were grounded in the right documents, cited properly and kept concise and actionable.
On top of that, they introduced suggested prompts, better follow up handling, clarification flows for ambiguous questions, and multilingual support so a diverse workforce could access the same guidance in a way that felt natural to them.
The Result For Staff
The result for ECH staff is a more reliable AI knowledge assistant they can use with confidence in their daily work. Instead of wrestling with search or wondering if they’ve missed a policy update, they can ask BuzzAgent for what they need and get a faster, clearer response that links back to the source so they can check the detail when required.
Making Recognition Easier And Fairer
The Challenge With The Old Awards Process
Policies are only one part of the employee experience. ECH also wanted to strengthen its culture of appreciation by recognising staff who live the organisation’s values in a visible, consistent way.
The existing awards process involved manual steps, limited transparency and a user experience that made nominations and voting harder than they needed to be.
The ME Awards Solution
CG TECH worked with ECH to design and roll out the ME Awards Solution using Microsoft Power Platform, SharePoint and Teams.
Staff now have a mobile friendly nomination form that connects to Entra ID for accurate staff lookup and department autofill, making it easy to put forward colleagues for quarterly and annual awards.
Behind the scenes, automated email notifications keep nominees, managers and nominators informed, while secure, role based workflows give executives and administrators a straightforward way to review, vote and close out each awards cycle.
Voting windows, reminders and tie break options are built in, and an admin dashboard lets teams manage nominations, edit details and publish results using exportable templates that feed into SharePoint News.
Importantly, the solution is available through Microsoft Teams, so staff can participate from desktop or mobile, and all actions are tracked for security and compliance. Training and documentation were part of the delivery, giving ECH the ability to run and grow the awards program without needing to call on CG TECH for every change.
The Result For Staff
For staff, this means recognition feels fair, visible and timely. Results are shared across the business, nominations are easier to submit, and the whole process feels less like admin and more like a genuine celebration of the people who keep services running.
A Shared Achievement
Two Solutions, One Goal
The Impact Awards nomination sits at the intersection of these two pieces of work. On one side, an AI assistant helps staff navigate policies and procedures with more confidence. On the other, a modern awards solution makes it simple to say “thank you” in a way that everyone can see.
Together, they show what can happen when a care provider, its people and a technology partner focus on small, meaningful improvements to everyday work.
What This Recognition Means
For CG TECH, being recognised as an Employee Experience Partner of the Year finalist is a reminder that technical quality and human experience need to move together. For ECH, it reflects a commitment to giving staff the tools and recognition they deserve, from the frontline to the back office.
Whatever happens at the Winter Ball in August, the partnership with ECH will keep evolving as new needs emerge and new opportunities appear.
Awards are important, but the real achievement is seeing staff use these solutions with confidence, knowing their questions are taken seriously and their contributions are seen.
About the Author
Carlos Garcia is the Founder and Managing Director of CG TECH, where he leads enterprise digital transformation projects across Australia.
With deep experience in business process automation, Microsoft 365, and AI-powered workplace solutions, Carlos has helped businesses in government, healthcare, and enterprise sectors streamline workflows and improve efficiency.
He holds Microsoft certifications in Power Platform and Azure and regularly shares practical guidance on Copilot readiness, data strategy, and AI adoption.
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