After months of preparation, configuration, and collaboration across teams and providers, Lookout is officially live and fully operational with the new Support at Home program.
Over the weekend and as of today - Lookout systems remained operational, service delivery continued, and three new customers have gone live today.
This is a huge milestone that marks the transition from readiness to real-world delivery.
A moment to celebrate
As of 1 November, Support at Home is live across the Lookout platform and customer network.
- 2,470+ visits with Support at Home rates and claim codes checked in
- 50+ hours of Care Management recorded
- Integrations with Services Australia APIs have been successful
- Many customers already 95% of the way to the transition finish line
This milestone is the result of a true partnership; between our product and engineering teams, customer transformation and support, and the providers who’ve worked tirelessly to prepare their systems. Let’s reflect on what we’ve delivered together over the course of the program:
Integration with Services Australia
As part of our transition to SaH, we successfully integrated directly with Services Australia APIs for automated syncing of client contributions, supplements, budget allowances, and levels. This means enhanced visibility and precision, with real-time balance updates - removing the need for manual adjustments and reducing the risk of error. More detail on this in our next blog post soon.
Key platform features
We’ve been very busy behind the scenes getting Lookout ready for Support at Home, with new tools, automations, and platform enhancements to make your day-to-day operations more efficient.
More than 10 major features and countless enhancements have gone live, supported by over 600 design, engineering, and product updates. Explore the latest tools and automations designed to make your Support at Home operations more efficient. Highlights include:
- Evergreen Tools customers anchor into daily care right now.
- Budget Tooling: Service planning, signature & live tracking
- Care Management: Time tracking & activity log
- Clinical Notebook
- Brokerage Pricing & Supplier Control
- Connecting Lookout instance to ACPP (via PRODA)
- Transition Tools so being reform-ready is easy.
- Services & Pricing Builder
- Bulk Remapping
- SaH Analytics Dashboard
- You can view an overview on our SaH page here and the full list of enhancements, updates and fixes in our Changelog.
Went-live today
- Support at Home funding scheme (intake and onboard new clients)
- Updated account screens (financial management)
- Support at Home invoice template (financial preparation)
Training and support
We established a brand new training program, community forum and support documentation home, and continue to roll out new live sessions, step-by-step guides, and learning resources. All designed to help you get the most out of Lookout and help your teams navigate the transition with confidence.
- 3 in-person customer events
- 2160 minutes of group training delivered
- 27 support & FAQ articles published
- 116 SaH emails sent to customers
Delivery and solutions spotlight
We’re proud to recognise the outstanding work of our Delivery & Solutions team, whose expertise and dedication have delivered configurable tools and custom solutions that help providers tailor Lookout to their unique workflows. From advanced automations to flexible account setups, their efforts in helping providers transition and streamline operations for Support at Home have been invaluable.
- 22 data validation requests
- 17 Lookout-authored Workato recipes reviewed
What’s next
With the foundation live, our focus shifts to refinement, improving performance, adding new self-serve tools, and delivering more training to help teams make the most of Lookout under Support at Home.
Our updated product, readiness and training roadmap outlines what’s coming next - from client contribution reports to automatic reconciliation.
A big thank you
A huge thank you to every provider who worked alongside us through the transition. Your collaboration, testing, and feedback made this milestone possible.
Here’s to a smooth and successful Support at Home journey, and everything we’ll build from here. 🚀
