MercyCare builds a better workforce experience with Dayforce

When you operate across aged care, early learning, family and community services, and have nearly two centuries of history behind you, evolution is part of the job. For Brendan Manning, Head of Human Resources at MercyCare, that evolution meant modernising the systems that support both people and purpose.

“Our systems had served us well for a long time,” says Manning. “But expectations had changed, especially for our employees, and one platform was nearing its end-of-life. It was time to change.”

Based in Perth, MercyCare is a not-for-profit with a 180‑year legacy of supporting communities. Today, it delivers services across aged care, early learning, family and community services, and disability services. That breadth brings complexity: two employing entities, eight different awards or agreements, and a highly diverse workforce spread across regulated environments.

When legacy systems reach their limits

Like many long‑standing organisations, MercyCare had grown its technology ecosystem over time. Different systems supported different HR functions, including Payroll and timekeeping. While reliable for years, those platforms were no longer meeting the organisation's needs.

“Our people expect consumer‑grade experiences at work now,” Manning explains. “They want access to payslips, rosters, leave (and more) on mobile devices. At the same time, our time and attendance system was nearing end-of-life, so we needed to change.” An early attempt to solve the timekeeping issue by working with a new provider fell short. “We tried to implement a timesheet solution, but after eight or nine months, it just wasn’t doing what we needed,” shared Manning.

Around the same time, MercyCare started conversations with Dayforce, which opened the door to a full-suite solution that could help support both current needs and future growth.

Building confidence through a phased approach

Rather than attempting a large-scale transformation all at once, MercyCare chose a phased rollout with Dayforce. Phase one focused on Payroll and Workforce Management, including rostering, and was completed in September 2025. Phase two — covering onboarding, learning, and recruitment — is currently underway, with additional modules to be considered over time.

As with any large transformation, there were moments of recalibration. But Manning sees that as part of the transformation journey. “Projects don’t always go exactly to plan, and that’s to be expected,” he says. “What matters is being able to step back, reassess, and move forward with clarity. We were able to do that with Dayforce, and it’s what made it a positive experience.”

A key turning point was ensuring the right expertise was involved. “We’re not a straightforward use case,” Manning explains. “Once the Dayforce team really understood the complexity we operate in, they brought in people who could think creatively and design solutions that worked for us.”

Alongside Dayforce, MercyCare engaged Versantis Advisory to provide independent project management, workforce design, payroll, and change expertise — embedded in the team and helping unite everyone around a shared way of working.

"We needed partners who could work as part of the team, not at arm's length," Manning explains. "Versantis helped translate what we need into the Dayforce system configuration. That integrated way of working is what made the difference."

That adaptability played a critical role in maintaining momentum. “The Dayforce team was open to feedback and willing to work through challenges with us,” Manning says. “That openness builds trust, especially in long projects where fatigue can set in, and momentum really matters.”

Tangible early wins for people and performance

While MercyCare’s broader transformation continues, the organisation is already seeing meaningful benefits, particularly for frontline employees.

One of the most visible changes has been the introduction of shift bidding through the Dayforce mobile app. Previously, shifts were offered via SMS, responses were tracked manually, and updates required additional admin time. Now, employees receive push notifications directly in the app.

“It’s a much better experience for everyone,” says Manning. “Push notifications are easier to manage, easier to track, and they’re free. We’ve also built rules into the system so people who’ve already worked their quota aren’t eligible for extra shifts, which helps keep things fair.”

Payroll processes have also improved significantly. “Payroll used to take three full days, and there were often issues to work through,” Manning shares. “Now, we can run it in about half the time with fewer people involved, and it’s more reliable. That’s been a big win for the team.”

For employees, the impact is felt in everyday moments. Accessing payslips on a mobile device, checking rosters, or managing work information on the go has become the norm. “It might sound basic,” Manning says, “but for our people, it’s a huge step forward from where we were.”

Advice for other complex organisations

For other organisations considering a similar path, Manning’s advice is practical and clear.

“Resource the project properly from the start,” he says. “It can be tempting to keep teams small to save money, but you’ll often pay for that later. Invest early, spread the cost, and give the project the attention it deserves.”

Transparency is just as important. “Be upfront about your complexity. Push that knowledge to your vendor and make sure they really understand your environment before you begin. And don’t shy away from difficult conversations; those are often the ones that move things forward.”

"For projects like this, you need the right foundation and the right people around it. In our case, having Dayforce and Versantis working as one delivered a successful implementation for us.”

A partnership built for progress

Reflecting on the journey so far, Manning highlights the value Dayforce has brought to both his role and the wider organisation.

“The app is easy to use, and being able to access information on any device, wherever I am, has made things so much easier,” he says.

Manning also shares his confidence in the partnership, moving forward. “Challenges will always come up,” he says. “What matters is how you handle them. With Dayforce, we found a team that was willing to work through things with us, and that will help us as we continue to transform our people operations.”