Eight Villages, Onboarded in Person
How do you roll out software across a portfolio of communities, large and small, without it falling over? This is how BlueCare and Conpago did it, village by village, while making it easy for residents from day one.
On this page
BlueCare, one of Queensland's largest providers of in-home care, residential aged care and retirement living, now runs Conpago in eight retirement villages. Conpago went to each village in person, trained the village team first, then onboarded residents alongside village staff. After a pilot and a five-village phase one, BlueCare came back to add three more.
"[Conpago was] here, present. The soft launch with resident champions worked to great effect. One on one with residents to get them on the app and using it. [Conpago] made it simple."
BlueCare at a Glance
| Fact | Detail |
|---|---|
| Customer | BlueCare, an agency of UnitingCare Queensland. Operating since 1953 |
| What BlueCare does | In its own words, "one of Queensland's largest providers of in-home care, residential aged care and retirement living" (bluecare.org.au) |
| Retirement villages | More than 30 across Queensland |
| Villages on Conpago | 8 |
| Village size | About 50 to about 350 residents |
| Pilot | Fraser Shores 1 |
| Phase one | Five villages, starting at Fraser Shores: Fraser Shores 1 and Fraser Shores 2 (Hervey Bay), a Townsville village and two other villages |
| Expansion | Three villages: Azure Blue Carina, Tangara (West End) and Azure Blue Redcliffe, all in South East Queensland |
| Verified resident accounts | 1,225 across the eight villages, as of October 2026, and growing |
| What residents use it for | Maintenance and gardening requests, messaging, broadcasts, village events, contacts, documents. Absence notices at at least one village |
| What staff use | One dashboard for requests, communication and village information |
| How each village launched | In person. Village team first, then residents alongside village staff |
Results at Fraser Shores (Phase One)
Every figure below comes from Fraser Shores, not from all eight villages.
| Measure | Result | Where and when |
|---|---|---|
| Maintenance jobs closed | 84 in two months, up to 130. A 55% increase in jobs closed | Fraser Shores 1 (phase one). Two months |
| Household adoption | 50% of households within 48 hours, later 60 to 70% | Fraser Shores 1 (phase one). 48 hours from launch, then at the time of the quote |
| Staff adoption | 100% | Fraser Shores 1 (phase one). At the time of the quote |
| Resident interruptions of the gardening team | From about 15 a day to one or two | Fraser Shores 1 (phase one). Before Conpago, then at the time of the quote |
| Open gardening jobs | From 40 to 50 open at once, to around 15 (never above 20) | Fraser Shores 1 (phase one). Before Conpago, then at the time of the quote |
| Admin per job | From about ten minutes to seconds | Fraser Shores 1 (phase one). Before Conpago, then at the time of the quote |
| Time to live | Running within 24 hours of signup | Fraser Shores (phase one). From signup |
Where Fraser Shores started. Maintenance and gardening requests ran from a paper book, "the big diary". Staff went to the office each day to check it. Requests carried little detail, so staff visited residents more than once to confirm what was needed. Residents had no visibility of where a request was up to, and power and water notices sent calls to the front desk.
"With the book you never knew where you were."
Three Stages: Pilot, Phase One, Expansion
1. Pilot: Fraser Shores 1
Fraser Shores 1 ran on Conpago first. Deon Moran, Village Manager, said: "After the pilot my feedback was do not take this tool away from me."
2. Phase One: Five Villages, Starting at Fraser Shores
The five are Fraser Shores 1 and Fraser Shores 2 in Hervey Bay, a Townsville village and two other villages. The results above come from Fraser Shores only.
3. Expansion: Three More Villages
BlueCare came back and asked for three more: Azure Blue Carina, Tangara (West End) and Azure Blue Redcliffe, all in South East Queensland. That made eight villages in total.
How Conpago Onboards Each Village
The same method ran at each village. Conpago turned up in person, trained the village team first, then onboarded residents alongside village staff.
Village Team First
At each new village, Conpago started by learning how the team works and where the admin piles up. It kept training until the team could teach the platform themselves. Fraser Shores 1 gives a small example: the head gardener trained his second in charge.
"It is user friendly. I trained my second in charge and he picked it up almost immediately."
Residents Next, Alongside Village Staff
Residents downloaded the app, signed in and learned the basics: raising a request, checking village events and finding documents. Conpago led the sessions with village staff.
In phase one at Fraser Shores, the approach had three parts:
- Soft launch first. Staff and resident champions tried the app before the main launch, to iron out issues.
- 12 resident champions. They promoted the app and helped their neighbours.
- One-on-one sessions on launch day. Conpago sat with residents, starting with those most likely to struggle.
"The onboarding session was very informative and very easy. People said you sat down, targeted those who might struggle, and by the time they left they felt confident."
Support After Launch
At Fraser Shores, Conpago supported the villages on site and by phone, email and Teams. Conpago also made feature tweaks based on village feedback.
"From demo to implementation, fantastic. Nothing was too hard. If there were issues I was straight on the phone to [Conpago]. Onsite was great, but the offsite support is just as important. You were readily accessible."
What Eight Villages Looks Like
As of October 2026, BlueCare has 1,225 verified resident accounts across eight villages on Conpago, and the number is growing. The villages range from about 50 residents to about 350.
No results are claimed on this page for the three new villages. Adoption figures for them are not yet published.
What This Page Does Not Show
BlueCare's rollout isn't a template. It is one operator's pilot, first phase and expansion. What carries over is the order: village team first, then residents alongside village staff.
Two limits to know about:
- The results come from Fraser Shores. The other phase-one villages and the three newest villages are not reported here.
- Phase one changed the product. The soft launch existed to iron out issues before the main launch, and Conpago made feature tweaks based on village feedback.
What This Means If You Run More Than One Village
Software that works in one village proves little. The test for a portfolio is village six, whatever its size. Conpago supports portfolios and villages of any size, and still turns up in person at each one. The relationship with residents stays with the village team. Conpago's job is to make that team confident with the platform.
Conpago has operated for eight years and has more than 10,000 people on the platform. It is ISO 27001 certified. See how the platform works for operators on the retirement living page, or browse all case studies.
Repeat the same method at every village instead of changing it as the portfolio grows. Conpago trains the village team first, until they can teach the platform themselves, then onboards residents alongside them. BlueCare came back to add villages beyond its first five: Azure Blue Carina, Tangara (West End) and Azure Blue Redcliffe.
Start with a soft launch and resident champions, then sit with residents one-on-one on launch day. At Fraser Shores (phase one), 12 resident champions helped their neighbours, and Conpago targeted the residents most likely to struggle. Within 48 hours, 50% of households were on the app, later 60 to 70%.
At Fraser Shores (phase one), the system was running within 24 hours of signup. Within 48 hours, 50% of households had adopted it. Staff adoption was reported at 100%. These figures come from Fraser Shores only, and this page makes no timing claim for the three newest villages.
BlueCare's eight villages on Conpago range from about 50 residents to about 350. Conpago supports portfolios and villages of any size and still turns up in person at each one. As of October 2026 there are 1,225 verified resident accounts across the eight villages, and the number is growing.
At Fraser Shores, Conpago supported the villages on site and by phone, email and Teams. Conpago also made feature tweaks based on village feedback. Deon Moran, Village Manager at Fraser Shores 1, said: "If there were issues I was straight on the phone to [Conpago]."
Related reading
See how we would onboard your villages.
Talk to the Conpago team about a pilot at one village and a rollout across the rest.
Book a DemoBuilt on a foundation you can trust.
Enterprise ready: Conpago is ISO 27001 certified and Australian owned, with every record held in AU data centres. Security is audited annually, not assumed.
ISO 27001 Certified
Externally audited information-security management. Controls reviewed annually.
Data Sovereignty
Australian owned and Australian based. All data held in AU data centres and covered by the Privacy Act 1988.
ISO 42001 (AI)
Certification underway. AI governance held to the same external standard as our security.