Case study

Streamlining payroll operations & governance with Avivo

Discover how Avivo transformed its payroll operations, reduced errors, improved team collaboration and enhanced payroll governance using Paytools.

About Avivo

Avivo, a not-for-profit, excels in NDIS, Aged Care, and Mental Health Services. Their payroll team of four professionals handles fortnightly pay cycles for up to 1,200 employees using systems like Aurion and Definitiv.

Challenges before Paytools

Before implementing Paytools, Avivo's payroll process was manual and vulnerable to error. Each pay cycle ran from Thursday to Thursday, starting with pay preparation and ending with the execution of end-of-period reports. The team faced constant repetition, managing two separate templates for each pay cycle. Any update had to be duplicated across both the master and the current checklist, adding complexity and increasing the risk of mistakes. Below is a snapshot of their Excel based checklist with over 300 rows of data:

Another major issue that Avivo's payroll team was facing was the lack of a shared calendar. There was no centralised 'payroll' calendar to show what needed to be done and when. Critical deadlines and tasks were informally tracked, often only remembered by a specific team member. This ad-hoc approach led to even more challenges when their staff went on leave or left the organisation.

Payroll procedures were primarily managed through Excel. The checklists, limited to single-user edits per day, were not linked to the master template, resulting in manual updates in multiple files. Additionally, the procedures documented in Excel were outdated, confusing and underutilised. This complicated the payroll process and compromised accuracy and consistency. Below is an example of work instructions on an Excel sheet which had 65 worksheets:

After Paytools

After implementing Paytools, Avivo saw significant improvements in their payroll processes:

Centralised calendar: Avivo now uses a live Paytools online calendar, ensuring the entire payroll team knows exactly what needs to be done and when. Flexible viewing options enhance efficiency and clarity, and the calendar provides a full history of payroll operations.

Smart documentation: Documentation is now smart, searchable, and easy to update, eliminating inefficiencies and potential errors associated with paper-based processes.

Online payroll registers: Payroll registers are now maintained online, ensuring accuracy and easy access, which streamlines the payroll process and improves efficiency.

Defined roles and responsibilities: With a working risk register and obligations library, Avivo quickly built a RACI matrix, clarifying engagement levels for each risk and obligation and enhancing accountability and governance.

Regular reviews: Regular reviews and hygiene checks are now routine, ensuring processes remain up-to-date and compliant.

Streamlined support ticketing: Paytools has automated issue resolution, enhancing visibility and accountability. Tickets are assigned based on keywords, requesters, or properties, ensuring quick routing and efficient issue resolution.

Avivo Paytools payroll operations calendar — Avivo's live payroll operations calendar in Paytools.

Key business outcomes

Implementing Paytools led to significant benefits:

Reduced burnout

Efficient processes allowed tasks to be completed by 5pm.

Enhanced onboarding

Training time for new staff reduced from six months to one month.

Smoother system migrations

Easier payroll migration projects.

Embedded governance

Transparency in payroll operations and risk management.

More time for critical tasks

Reduced open customer service cases from 600 to 16 in six months.

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