Business Plan 2020/21 2021/22 - Donate blood

 
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Business Plan 2020/21 2021/22 - Donate blood
Business Plan
2020/21 – 2021/22
Business Plan 2020/21 2021/22 - Donate blood
Australian Red Cross Lifeblood

Contents

Our Purpose and Values                    1

Our Leadership Principles                 1

Chief Executive Message                  2

Strategic Performance Measures           3

Strategic Objectives and Initiatives
Business Optimisation                    4
Customer Experience                      7
Enhancing Healthcare                     9
Strategic Foundations                    12
Government Priorities and Partnerships   14

2020–22 Business Plan                         i
Business Plan 2020/21 2021/22 - Donate blood
Australian Red Cross Lifeblood

Our purpose
Life-giving blood, plasma, transplantation and biological products
for world-leading health outcomes.
Through the power of humanity

Our values
Our values guide how we work with our donors, customers,
communities and each other in pursuit of our purpose.

   Safety               Integrity           Service           Collaboration      Accountability         Excellence
 and Quality         We act honestly        We focus on       We work together   We take ownership      We strive to be
We make safety       and ethically at       meeting the        to achieve our    of our actions and    the best at what
and quality part        all times.       needs of patients,        goals.           behaviours to           we do.
 of everything                            the community,                         achieve our goals.
     we do.                             customers, donors,
                                         stakeholders and
                                            colleagues.

Our Leadership Principles

             Trust                                     Inspire                               Challenge
         and be trusted                            and be inspired                       and be challenged
       Be authentic. Keep your                Be positive. Focus on the big         Be bold. Take ownership. Set high
 commitments and act with integrity.       picture. Delight our customers and        standards and focus on results.
   Invest in relationships. Listen to        each other. Work together for a         Step outside your comfort zone.
    understand. Talk straight and          shared purpose. Celebrate success.          Handle tough conversations
       communicate the why.                                                                    with respect.

2020–22 Business Plan                                                                                                   1
Business Plan 2020/21 2021/22 - Donate blood
Australian Red Cross Lifeblood

From our
Chief Executive

As I write this message I
do so emerging from a year
of crises and disruption.

Who would have thought that this last       We are now positioned to execute             The need to work remotely brought
year would become known for one of          the initiatives encompassed within           forward our digital enablement
bushfires, floods and for the COVID-19      the 2020/21- 2021/22 Business Plan           roadmap; we accomplished in weeks
pandemic? Who could have seen               continuing the delivery of our strategy,     what we once planned for over a
that a health crisis of such immense        Blood and Beyond – Strategy 2023.            much longer timeframe. We’ve also
proportion, one that would affect every     We will do this under a new operating        discovered more flexible ways of
aspect of our lives and our livelihood      model that has been permanently              working that has enabled quality
was coming, bringing with it a second       altered from our response to COVID-19.       decision making and execution with
economic crisis. Governments in             Our response has included finding            a high degree of success at speed.
Australia and abroad have had to take       new ways of working, connecting              This time of crisis has also allowed
unprecedented steps to stem the             with our customers differently,              new leaders to emerge. Our challenge
spread of the virus, and organisations      strengthening our partnership with           going forward is to embed these
and individuals have had to transform       governments, leveraging multi-layered        learnings and accelerate best practices
rapidly in response to government           transport networks to supply our             around collaboration, flexibility, agility
restrictions. Indeed, the world as we       product and services and engaging            and accountability and this will be
know it has changed dramatically in         even closer with our critical suppliers.     our focus as we deliver the 2020/21 –
just a few short months.                    As we responded to the immediate             2021/22 Business Plan.
Australians responded well to the call      crisis situation, we also had a team         Despite the many challenges of the
                                            forward planning for the new normal          past year we have been fortunate.
to ‘flatten the curve’ and our nation is
                                            ― how our organisation would operate         We have delivered on our promise of
well placed as we begin the journey to
                                            as restrictions ease and we come to
the new normal. With the incredible                                                      meeting our targets, and delivering
                                            terms with living with the virus until
support and generosity of our amazing                                                    on our purpose of providing life-giving
                                            such time as a vaccine or effective
donors, our health customers,                                                            blood, plasma, transplantation and
                                            treatment is found. While we have
government and our people, Lifeblood                                                     biological products for world-leading
                                            had to work at pace and scale to
has also managed through the crises                                                      health outcomes to the Australian
                                            respond and plan, we have also been
with a primary focus on ensuring the                                                     community. We have reflected on
                                            reminded what remains unchanged.
safety and security of our people, our                                                   our key learnings and embedded
                                            At Lifeblood we are privileged to have
donors and the supply of all our critical                                                them into our planning for the next
                                            a strong purpose: we are an essential
life-saving products.                                                                    year. It is within this context that
                                            service providing life-giving blood,
As COVID-19 unfolded, we have                                                            we have set the business plan to
                                            plasma, transplantation and biological
responded with urgency, agility and         products for world-leading health            encompass the two years to 2021/22.
flexibility, and in just two weeks, we      outcomes. Our strategy, Blood and            This plan is one which will enable us
enabled some 1,200 of our people ―          Beyond – Strategy 2023 remains our           to deliver on our contracts with those
nearly a third of the organisation ― to     framework for delivering our vision          who fund our activities, to deliver
work remotely or from home. We also         through the initiatives prioritised in the   against our strategic plan and to
implemented physical distancing,            2020/21 – 2021/22 Business Plan.             shape the organisation’s resiliency for
infection control measures and donor                                                     the uncertainties ahead of us as we
                                            In light of the changed post-COVID
                                                                                         continue to fulfil our purpose.
wellness checks to keep safe those          world, we have had to reflect on what
whose vital work requires them to           has worked well, what we have learnt
continue working in our processing          and what we should prioritise to
and donor centres. We also banned           ensure Lifeblood continues to deliver
all unnecessary visitors from all of        world-leading health outcomes for
our sites, including moving to virtual      Australians, while not knowing exactly       Ms Shelly Park
regulatory inspections.                     what the new normal will entail.             Chief Executive

2020–22 Business Plan                                                                                                            2
Business Plan 2020/21 2021/22 - Donate blood
Australian Red Cross Lifeblood

Strategic
Performance Measures
Business Optimisation                     Customer Experience                       Enhancing Healthcare
We’ll continuously improve                We’ll deliver exceptional                 We’ll invest in growth areas
our operations across all                 experiences for our                       that will make a greater
products and service lines                customers: our donors,                    contribution to healthcare,
through our entire supply                 health providers, clinicians,             secure Australian plasma
chain to deliver value for                recipients and our people.                and develop our genomics
money to governments.                                                               capabilities.
Our 2023 targets:                         Our 2023 targets:                         Our 2023 targets:
1. Maintain cost increases at less than   1. Provide exceptional experiences        1. Establish with governments
   75 per cent of the Health Consumer        for all of our customer groups -          and deliver on an agreed cost-
   Price Index                               including achieving over 88 per           competitive plasma policy that
                                             cent in Donor Net Promoter Score          ensures the ongoing security
2. Achieve top quartile international
                                             and more than 90 per cent on our          of the nation’s plasma for
   performance in waste minimisation
                                             Health Customer Satisfaction Score        fractionation supply
   and productivity in collections,
   processing and testing                 2. Achieve our target of a less-than-     2. Leverage our skills and capabilities
                                             one Lost Time Injury Frequency            to deliver new and enhanced
Our 2020–21 targets:                         Rate with the ambition to reach           health products and services to
• To grow our donor panel to                 zero workplace injuries                   achieve improved health outcomes
  an active panel size of 520,000                                                      addressing patient needs and
                                          3. Maintain safe, high-quality products
                                                                                       increasing end to end health
• To meet our annual budget targets          and services for our customers
                                                                                       sector capability
• To achieve collections to plan
  (whole blood, plasma, platelets         Our 2020–21 targets:
                                                                                    Our 2020–21 targets:
  in doses) of ≥ 98%                      • To have a Donor Net Promoter Score
                                                                                    • To increase our supply of plasma
• To achieve a Manufacturing                of greater than ≥ 87%
                                                                                      for fractionation to 883 tonnes
  preventable wastage cost per            • To deliver clinically acceptable
                                                                                    • To meet our 2020–21 plasma cost
  collection target of ≤$4.05               blood products in full and
                                                                                      commitments
• To achieve a Donor Services               on time ≥ 99% of the time
                                                                                    • To genotype 7,000 donor samples,
  preventable wastage cost per            • To deliver pasteurised human milk
                                                                                      approximately 1% of our donors
  collection target of ≤$13.76              in full and on time ≥ 98% of the time
                                                                                    • To supply 2,650 litres of donor
                                          • To maintain a Health Customer
                                                                                      human milk to hospital neonatal
                                            Satisfaction Score of ≥ 92%
                                                                                      intensive care units
                                          • With the ambition to reach zero
                                            workplace injuries, reduce our Lost
                                            Time Injury Frequency Rate by 30%
                                          • To have zero overdue external
                                            audit actions

2020–22 Business Plan                                                                                                         3
Business Plan 2020/21 2021/22 - Donate blood
Australian Red Cross Lifeblood

Business                                          Strategic objectives
Optimisation                                         Optimise donor panel
                                                     To strengthen our
We will continue to improve                          understanding of our donors
our standing as a global leader                      and the impacts of shifting
                                                     demographics to enable us to
in best practice production of                       effectively and efficiently meet
safe, high-quality, secure and                       product demands

affordable biological products.
                                                     Optimise business
In the wake of the COVID-19 pandemic, the            operations
Australian health sector has had to rapidly          To be a leading international
pivot to new ways of working. It’s critical now      biological manufacturer
more than ever that we continue to deliver           across collections, processing,
efficiencies across our entire business.             testing, distribution and
This continued focus will enable us to help          supporting services
secure Australia’s plasma security by both
bringing down the cost of locally sourced            Deliver a smart supply
plasma and providing value for money to              chain
governments and taxpayers. This means
                                                     To optimise our whole-of-
continually optimising our business across all
                                                     business supply chain with
of our operations, product lines and services.
                                                     automated business processes,
Over the next two years we will continue our         digital touchpoints for data-
strategic investment in our people, systems          driven decision-making,
and technology to deliver improved business          electronic linkage with health
optimisation. This will include launching our        customers and the ability to
marketing automation platform to effectively         track products in real-time.
deliver personalised communications to our
donors and continuing to implement a smart
supply chain to automate manual processes
and provide capability to track products across
our operations. We’ll also continue our strong
focus on waste reduction and ensure that the
continued health and safety of our workplace
is a fundamental requirement for our people,
our donors, our customers and suppliers, in
the face of the evolving pandemic.

It’s critical now more than ever that
we continue to deliver efficiencies
across our entire business.

2020–22 Business Plan                                                                   4
Business Plan 2020/21 2021/22 - Donate blood
Australian Red Cross Lifeblood

Strategic initiatives
Marketing Cloud – Phase 2                  Testing Future State Program                Smart Supply Chain Program
The Marketing Cloud, the system            This program will deliver full laboratory   This program will deliver a smart
that supports Marketing Automation         automation through implementing             supply chain through automation of
Platform (MAP), will continue to           new blood screening technology.             processes, digital product tracking and
support the growth and optimisation        This will include upgrading to next         customer and supplier e-linkages, to
of our donor panel by further              generation platforms and equipment          provide greater end-to-end visibility,
integrating additional channels by         that will improve our testing and           reduce waste and improve our
which we communicate with our              sample handling processes, remove           decision-making to maximise product
donors. Phase 2 enables us to further      repetitive manual tasks to reduce           availability and effectively meet
personalise what a donor experiences       both employee and product safety            demand for our products and services.
as they move between desktop,              risks while improving system control.       The first initiatives within this program
tablet and mobile devices, allowing        The current program of work includes        include the introduction of Single
a rich contextual and personalised         extending the bacterial contamination       Step Picking and Packing for all fresh
experience through better targeting        screening (BCS), replacing nucleic          and fractionated product to speed
and greater insights into donor            acid testing (NAT) systems, further         up our process and Auto-replenish
behaviour. In turn this will deliver       laboratory automation, a laboratory         Stock Automation which facilitates the
increased benefits from our                middleware solution for instrument          re-ordering of product and to provide
marketing effort across retention          and result management, and                  improved inventory control.
and acquisition activities.                replacement statistical process
                                           control software to provide                 Component Future
LabNet                                     additional quality monitoring of            State Program
                                           our manufacturing processes.
LabNet is a Laboratory Information                                                     This program provides oversight
Management System to support                                                           and alignment of key initiatives
operational capabilities across the Red
                                           Bacterial Contamination
                                                                                       that underpin the serum eye drop
Cell Reference, Transplantation and        Screening (BCS) System                      and irradiator replacement projects,
Immunogenetics and Manufacturing           The implementation of the new               while also pursuing opportunities for
laboratories. It will deliver technology   bacterial contamination screening           improved plasma yield from whole
that can support the complex and           system will be extended to increase         blood donations. The program will also
expanding functions our future             capacity to handle large volume             develop and implement a framework
laboratories need. LabNet will deliver     delayed sampling processes. Evidence-       to ensure the successful adoption of
processing efficiencies, reduce errors,    based options for BCS have been             new/modified processes, equipment
provide faster turnaround times and        developed which would allow for the         and consumables.
provide more robust data to meet           safe extension of platelet component
customer and regulatory reporting          shelf life to 7 days with a resulting       eBusiness Suite Replacement
requirements.                              reduction in discarded product and
                                           to ensure adequate platelet supply          Following the review of our finance
                                                                                       systems, the current Finance system
Processing Future State                    during the COVID-19 pandemic.
                                                                                       implemented in 2013 is at end-of-life
Program                                                                                and will be replaced with an alternative
This program will define the best
                                           Nucleic Acid Testing (NAT)                  Enterprise Resource Planning (ERP)
practice future state for the processing   System                                      suite. Through the support of an
of our blood and plasma products.          The new NAT screening solution              implementation partner, alternative
Critical to this is the integration of     introduces pooling which enables            ERP technology will be evaluated
new technology such as robotics,           testing of apheresis plasma for             and implemented prior to the end
automatic labelling and conveyors into     fractionation donations in mini-pools       of standard support for the existing
our processing laboratories. This will     rather than individual donor testing.       version in December 2021.
significantly reduce manual handling,      This provides operational flexibility
improve traceability and real time data    with versatile testing capabilities and
capture and provide improved system        scalability to meet our future demands
control during the manufacturing           in plasma growth.
process. Current initiatives include
an automated system which will
deliver labelling to reduce errors
and a sortation system which will
use robotics to receipt inbound
blood shippers.

2020–22 Business Plan                                                                                                         5
Australian Red Cross Lifeblood

Strategic initiatives (continued)
Innovation Centre                             Shipper Project
This project will establish a facility to     All of our blood packs and other
replicate collection and processing           products are packed into shippers
environments. This will facilitate            with the appropriate coolants and
accelerated development, prototyping          monitoring devices before being
and thorough testing of new                   distributed. With the current shipper
processes, products, equipment and            having been in use for over 15 years,
systems prior to implementation into          this initiative seeks to identify a
operational Lifeblood environments,           suitable replacement. A new shipper
thereby minimising operational                will address the temperature problems
disruption. This facility will also provide   which cause product discards and
an alternative pathway for some               provide appropriate validation data for
deferred donors to contribute to              the packing configurations in use. This
healthcare by donating for research.          will reduce deviation occurrences, and
                                              improve the safety and experience of
Blood Mixer Replacement                       our people and customers.

The current fleet of blood mixer
machines used in collections are
                                              Virtual Reality — Lab Design
nearing the end of their working life.        & Staff Training Experience
This project involves the tender, trial,      Virtual Reality (VR) technology was
validation and replacement of all of          trialled in 2019 through a prototype
the existing machines across our              laboratory design application that
donor centre network. New generation          provided the ability to virtually modify
machines automatically weigh whole            the laboratory layout, replace or
blood donations, mix the collection           relocate equipment. This new concept
with additive solution and enable             activity will further develop this VR
recording of all key donation data in         application from prototype to a usable
accordance with good manufacturing            tool for Manufacturing teams to
processes. Future phases of the project       visualise and understand the impact
will include integration with our             of the proposed Testing & Processing
National Blood Management System.             Future State laboratory designs. This
                                              includes ensuring equipment and
                                              services are positioned appropriately
                                              to maximise staff safety and ensure
                                              optimum laboratory workflow design
                                              and laboratory efficiency.

2020–22 Business Plan                                                                    6
Australian Red Cross Lifeblood

Customer                                       Strategic objectives
Experience                                        Improve our people’s
                                                  safety and experience
We’re recognised as an                            Provide exceptional
exceptional organisation                          experiences for our people
                                                  and ensure their safety
that delivers a genuinely                         and wellbeing remains our
personalised connection to                        top priority

donors and to the recipients of
                                                  Improve health
our products and services.                        customer experience
We continue to strive to be a customer-first      An in-depth understanding
organisation for our key customer groups:         of our health customer
our people, health customers and donors.          expectations, delivering
We will strengthen our focus on the things        outcomes that solve their
that matter most to all of our customers          problems and provide
and continue to develop insight into their        personalised services
needs and wants to deliver outstanding
customer experiences.                             Improve donor safety
Over the next two years we’ll deliver on our      and experience
digital enablement roadmap and continue           A human-centred organisation,
to communicate with our customers                 using digital engagement
by leveraging the success of our Brand            and real-time insight tools
Transformation and injecting our messaging        to continuously enhance the
with a fresh, powerful and unique voice.          donor’s experience and ensure
                                                  their safety
We’ll improve the safety and experience
of our people through a comprehensive
safety and wellbeing program and through
our recently launched human capital
management system, People Central.

We continue to strive to be a
customer-first organisation for our
key customer groups: our people,
health customers and donors

2020–22 Business Plan                                                             7
Australian Red Cross Lifeblood

Strategic initiatives
Check Me Program —                          People Central - Phase 2                    National Contact Centre
Electronic Donor                            People Central is our enterprise            of the Future
Questionnaire to Mobile Units               Human Capital Management                    We will continue to implement
With the electronic donor                   system. Following the successful            a number of changes to ensure
questionnaire (eDQ) now operational         implementation of the core foundation       we deliver a National Contact
in our donor centres, in 2020-21 we will    module, which included a new master         Centre of the future. This includes
complete the implementation with the        record system for all workforce             enhancements for platforms,
rollout of tablets, associated software     information and self-assist and             technologies, structures and
and processes to Donor Mobile Units         support functionality, Phase 2 will         capabilities. With the call management
and Pop Ups. The eDQ is part of our         implement Recruitment, Onboarding           platform upgrade completed
digital transformation to improve the       and Learning into our integrated suite      last year, other key areas of the
experience for our donors and will also     of modules. This will further rationalise   review for consideration include
lead to improved productivity as a          a number of disparate legacy and            implementing further progressive
result of faster average interview times.   non-integrated systems currently in         dialling enhancements, web chat
                                            use and provide an enhanced user            / live chat, a virtual assistant and a
                                            experience for our people.                  portal self-service upgrade. This work
Check Me Program —
                                                                                        has, and will continue to be, critical in
Couch Side Check In
                                            Environmental Monitoring                    supporting our call centre operations
The second phase of the Electronic          System                                      during a pandemic.
Donor Questionnaire project is Couch
Side Check In. This technology enables      Installing an Environmental
                                            Monitoring System will automatically
                                                                                        Digital Enablement
donor collection information to be
                                            measure, monitor, record and                Roadmap
performed at couch side rather than
in interview rooms. This will enhance       alert on temperatures within the            Our digital enablement roadmap
the donor’s experience by shortening        donor centres. This automation will         supports the delivery of our
the time in centre by having them go        replace the current manual system           strategy, and our response to
straight to couch. This also supports       of recording min/max temperatures           COVID-19, through a number of
improved productivity and improves          as well as simplify the process and         digital initiatives supporting the key
our data quality.                           reduce the time spent on the periodic       areas of our strategy. This includes
                                            recalibration of thermometers.              digital experiences for our key
Check Me Program —                                                                      customer groups — our people,
Online at Home                              Genesys Phone Software for                  donors and health customers —
                                            Manufacturing and Quality                   our transformation towards a smart
Through learnings and collaboration                                                     supply chain, and enhancement of
                                            Customer Service teams
with our international counterparts,                                                    our product development and service
this project will design, develop and       Following a pilot of phone software,        offerings. The roadmap considers
implement an online at home version         this initiative will install the software   all the interactions and touchpoints
of the Electronic Donor Questionnaire.      as used by our National Contact             our customers have with us. It draws
This will benefit donors by allowing        Centre to our regional Customer             on the potential offered by digital
them to complete the questionnaire in       Service teams and the National              technologies to help us identify
their own time and reduce their overall     Recall Office. This upgraded software       and incorporate new ways of doing
time spent in the donor centre.             will provide tools for our people to        things and, ultimately, deliver an
                                            provide greater customer service            optimised service.
Lifeblood Website                           and deliver an improved experience
                                            for our healthcare customers in their
Redevelopment
                                            interactions with us.
The redevelopment of our website
is an important part of raising the
awareness of the Lifeblood brand
and the diversity of our business.
This project will consolidate a number
of individual websites into a single,
best in class corporate website
showcasing Lifeblood’s products
and services, simplifying navigation
and improving the experience for
our online customers.

2020–22 Business Plan                                                                                                            8
Australian Red Cross Lifeblood

Enhancing                                     Strategic objectives
Healthcare                                       Establish Australian
                                                 plasma security
We are acknowledged as                           To provide security of supply
playing an intrinsic role within                 for Australian plasma that is
                                                 cost-competitive
the Australian healthcare
system and our valuable                          Empower genomics
connections support                              transformation
internationally-recognised                       To develop our genomics
                                                 capabilities which integrate
health outcomes.                                 with our business operations in
                                                 support of precision medicine
We continue to aim for improved health
                                                 practices that deliver benefits
outcomes for Australians by leveraging
                                                 for donors, patients and the
our unique experience, infrastructure and
                                                 healthcare sector
capabilities. We continue to support plasma
product demand in Australia to protect the
security of the nation’s supply.                 Deliver a greater
                                                 contribution to
Over the next two years we’ll grow our           healthcare
contribution and add value to Australian
healthcare by exploring opportunities and        To enhance our contribution
continue to invest in plasma, our highest        to Australian healthcare with
volume supplied product. We’ll build             the sustainable growth of new
our expertise and capacity in meeting            products and services
our customers’ needs and leverage the
advancements made in precision medicine
and the emergence of genomics.

We continue to aim for improved
health outcomes for Australians by
leveraging our unique experience,
infrastructure and capabilities.

2020–22 Business Plan                                                              9
Australian Red Cross Lifeblood

Strategic initiatives
Plasma Growth Strategy                     Processing Future State                    Human Erythrocyte Antigen
Plasma is the most versatile               Program – Rapid Plasma                     (HEA) Beadchip Genotyping
component of human blood and its           Freezers                                   The demand for phenotype matched
use plays a vital role in our healthcare   We will continue with the replacement      red cells is rising (50% over 2 years) and
system. A significant number of            of the existing custom-built Rapid         expected to continue to rise. To meet
patients have an acute or ongoing          Plasma Freezers which are at end           the growing demand for phenotype
need for therapeutic products              of life. Rapid plasma freezers are         matched red cells, the Red Cell
made from plasma, especially               used in Manufacturing to freeze            Reference team is also working
immunoglobulin (Ig), to maintain           cryoprecipitate components, apheresis      towards a target of having 1% of the
their quality of life. With escalating     plasma and whole blood derived             red cell inventory HEA genotyped and
international demand for plasma and        plasma (clinical and non-clinical), to     is performing blood group genotyping
derivatives placing pressure on global     the specified core temperature and         on selected donors. Genotyping tests
Ig supply, the move towards greater        within timeframes as specified by the      for 38 different blood group antigens
self-sufficiency and security of supply    Council of Europe guidelines.              in a single test will help meet the
is a key objective for Lifeblood. Our                                                 growing demand for phenotype
Plasma Growth Strategy outlines                                                       matched red cells, and identify
                                           Genomics Transformation
our role in supporting governments                                                    donors with rare blood groups.
to collect and supply life-changing
                                           Roadmap
plasma by increasing our capacity to       This program explores the                  Human Leukocyte Antigens
cost-effectively deliver an increased      growing applications of genomics
                                                                                      (HLA) Compatible Red Blood
supply of domestically sourced plasma.     technology as part of the broader
                                           emergence of precision medicine
                                                                                      Cell Pilot
Batched Plasma Tracking and                within the healthcare sector. This         In this pilot we are partnering with
Release System                             includes opportunities to continue         leading Australian hospitals to
                                           developing our genomics capabilities       deliver the HLA Compatible Red Cell
This project seeks to enhance              in supporting new practices and            Transfusion Pilot Study. This is a world-
technology to give us greater              improving operating efficiencies to        leading clinical study to investigate if
traceability and visibility of plasma      deliver world-leading health outcomes.     the provision of HLA compatible red
for fractionation to be processed.         A roadmap has been developed which         cells can reduce the risks and improve
In addition, we’ll use automation          included recommendations to develop        transplant outcomes for patients with
and robotics to replace the manual         a high throughput donor genotyping         end-stage kidney disease waiting for
handling aspects of releasing and          array and the development of a             live donor kidney transplants.
issuing of plasma for fractionation.       mathematical model to determine the
This will lead to efficiencies, keep our   optimal proportion of our donor panel
people safe and enable us to further       that should be genotyped.
scale-up for the projected increase                                                   Component Future State
in plasma growth in a cost-effective                                                  Program — Allogeneic Serum
                                           Blood Transfusion Genomics                 Eye Drops
manner, resulting in a lower cost per
kilogram of plasma.
                                           Consortium (BGC) Transfusion
                                           Array                                      This initiative represents Phase 2 of
                                                                                      the Serum Eye Drops Project. It will
Batch Plasma Processing —                  Lifeblood will collaborate with            develop and assess the viability
Blast Freezers and Shippers                the Blood Transfusion Genomics             for supply of an allogeneic serum
                                           Consortium to assess their genotyping      eye drop component prepared
This project will continue the roll-out    transfusion array (which includes up       from volunteer blood donations.
of Blast Freezers which have been          to 50,000 transfusion relevant genetic     The supply of allogeneic serum
validated as suitable for freezing         variants) to determine whether it is       eye drops would improve equity
plasma for fractionation, and ensuring     suitable for high throughput donor         of access and reduce the overall
that the component quality of plasma       genotyping at Lifeblood. This initiative   cost to supply these components
sent to the fractionator, CSL Behring      will confirm costs, assess assay           to the Australian community.
(CSL) is maintained. In addition, an       performance and scalability, and if
improved shipper for transporting          suitable, progress with the validation
plasma from processing centres to          and registration of the assay for
CSL will allow more units of apheresis     implementation. This array has the
plasma to be shipped per pallet.           potential to provide valuable red-cell
                                           antigen information at a fraction of the
                                           cost of current genotyping platforms.

2020–22 Business Plan                                                                                                         10
Australian Red Cross Lifeblood

Strategic initiatives (continued)
Lifeblood Microbiome                        Anti-D Review
Our Lifeblood Microbiome pilot will         The anti-D donor program is an
leverage our existing infrastructure,       integral part of our operations which
skills and capabilities in order to meet    has helped protect the babies of
a critical unmet need in the Australian     over two million Australian women.
healthcare sector. In this pilot, we’ll     This initiative is a review of process
provide Fiona Stanley Hospital in           and current systems examining the
Perth, WA with a reliable supply of         availability of product supply and the
faecal microbiota transplants, to treat     number of active donors on the anti-D
patients suffering from the debilitating    panel to ensure the efficiency and
and life-threatening recurrent              sustainability of the program.
Clostridium difficile infection.
We’ll also supply product for research      National Milk Infrastructure
into other related conditions where it      Since establishing Lifeblood Milk,
may be of benefit (such as Ulcerative       eleven hospitals across South Australia,
Colitis, Irritable Bowel Syndrome and       New South Wales and Queensland
Crohn’s Disease), and develop a plan        can order milk “on demand”. Building
to potentially supply clinical trials and   on this success, the next stage looks
research programs nationally.               to expand the infrastructure for the
                                            collection of donated breast milk and
                                            supply of pasteurised donor human
                                            milk nationally to meet unmet patient
                                            need in Neonatal Intensive Care Units.

2020–22 Business Plan                                                                  11
Australian Red Cross Lifeblood

Strategic
Foundations
Our five strategic                            Corporate Social                          Energy Optimisation
                                              Responsibility                            A number of energy optimisation
foundations underpin                                                                    opportunities were identified following
                                              Corporate Social Responsibility
the way we operate as                         is a priority for our people and for      detailed energy audits at our four
                                                                                        processing sites. This initiative will
an organisation and enable                    Lifeblood. This includes embedding
                                                                                        implement energy optimisation
                                              best-practice ethical decision making
us to work towards the                        to provide positive environmental,        technology focusing on solar as
                                                                                        the primary intervention to reduce
successful delivery of                        social and economic impacts for our
                                                                                        operating costs in our processing
                                              stakeholders and customers.
our strategy.                                                                           centres. It will also include installation
                                              Sustainability Roadmap                    of LED lighting, motion detectors
                                              Utilising a best-practice Environment,    within rooms of occasional use,
Workforce and Culture                         Social and Governance framework,          upgrade of air handling units for
                                              our Sustainability Roadmap includes       consistent temperature control, heat
Our people are vital to our success,
                                              broad goals and objectives which will     recovery and cooling system upgrades.
both in delivering our strategy
and providing additional value                be further defined and reported. With     Modern Slavery
for Australian healthcare. Our                over 40 distinct programs, initiatives
                                              and activities identified that deliver    Working with the Australian Red Cross
working environment, culture,
                                              on our objectives, our first step is      Steering Committee and Working
career development, job design
                                              in calculating our carbon footprint       Group, we continue to assess and
and engagement all enable the
                                              to baseline the environmental             address the risks of modern slavery
transformational changes we envision.
                                              impact of our operations. This will       practices in our operations and supply
People and Culture Strategy                   further support the development of        chains. We will further enhance
                                              environmental targets and strategies      our practices and procedures to
The People and Culture Strategy
                                              aimed at reducing our carbon              assess, monitor and analyse the risks
covers our people’s experience at work
                                              footprint.                                of modern slavery practices in our
while keeping an unrelenting focus
                                                                                        business and the effectiveness of
on one of our top priorities: workplace
                                              Reconciliation Action Plan                our actions. Training programs and
health, safety and wellbeing. This
                                              We’re developing our first                materials will continue to be rolled out
work helps us to align organisational
                                              Reconciliation Action Plan which          to raise staff education and awareness.
objectives with an understanding of
what motivates our employees and              will enhance our commitment to a
this is especially critical in light of the   reconciled, just and equitable nation
impacts from the COVID-19 pandemic.           for all Australians and will provide
This strategy reflects our continued          a framework for us to support the
investment in building sustainable            broader movement across the country.
workforce capability to enable                The action plan will help us strengthen
business continuity, ensure delivery of       our relationships and enhance respect
our products and services and delivery        between Indigenous and non-
of our strategy.                              Indigenous Australians as we go about
                                              our day-to-day work of delivering life-
                                              giving blood, plasma, transplantation
                                              and biological products for world-
                                              leading health outcomes.

2020–22 Business Plan                                                                                                          12
Australian Red Cross Lifeblood

Strategic Foundations (continued)
Technology                                  Enterprise Collaboration Tools           Robotic Process Automation (RPA)
                                            (Office 365)                             Lifeblood will explore the use of RPA
Technology is the backbone of our
business. Supporting our evolving           This initiative is to complete the       to streamline or reduce standard
customer needs, it provides modern          required licensing uplift and then       and repeatable rules based business
supporting systems, infrastructure          deploy Office 365, SharePoint, cloud     processes. These software robots
and digital enablement.                     collaboration tools (i.e. Microsoft      can be programmed to undertake
                                            Teams) and products across all of        routine tasks resulting in a reduction in
National Blood Management System            the Lifeblood workforce. Microsoft       manual errors and increased efficiency,
(NBMS) Business Enablement —                Office 365 integrates our existing       while enabling business users to
Semester Patch                              applications into a cloud service and    devote more time to higher value work.
The National Blood Management               offers a suite of tools designed to
                                                                                     Modern Data and Analytics Platform
System is our enterprise-wide platform      optimise teamwork, collaboration,
for supporting all key operational          communication, and information           We’ll explore the benefits of
processes, including collection, testing,   security. One of the main benefits of    transitioning to a cloud-based Modern
manufacturing and distribution of           Office 365 is the capability to work     Data and Analytics platform through
blood products. To facilitate improved      from anywhere as long as internet        a proof of technology engagement.
business capability and to maintain         connectivity is available, which is of   This platform will facilitate the ongoing
supportability of the underlying            great benefit for remote work.           development of machine-learning and
technology platform, a significant                                                   autonomous intelligence, and provide
software upgrade will be installed in       Business Analytics                       a feature-rich and intuitive report
2020–21.                                                                             development environment.
                                            and Intelligence
Cyber Security Program                      As an insights-driven organisation,      Partnerships
We’ll continue to implement our             we support evidence-based
                                            decision-making. We use data,            We have strong links to clinical
Cyber Security Program to further
                                            insights and research findings to        health providers and researchers, and
enhance our cyber security by
                                            convert knowledge to value.              are a trusted partner of choice for
investing in best practice tools to
                                                                                     government. We help solve critical
further strengthen the monitoring           Datathons                                health challenges and contribute to
capability of our environment and
                                            We will continue to host datathons and   wider population health strategies.
through the continuous maturity uplift
of our security operations. Through our     engage across the field of advanced
cyber safety program we’ll continue to      analytics. Through collaborating and
ensure our people are equipped with         engaging with sector leaders we gain
cyber safety front of mind, and that        industry knowledge, are exposed to
the organisation has the capability         best practices and learn new analytic
to be an effective front line defence       techniques that we can apply to our
to prevent, react to and manage             business processes.
security threats.

2020–22 Business Plan                                                                                                       13
Australian Red Cross Lifeblood

Government Priorities
and Partnerships
                                           Research and Development program           Business Continuity Planning
We actively partner
                                           Our leading-edge research and              Our Business Continuity Program
with the National Blood                    development activities continue to         provides a framework for crisis
Authority and governments                  inform improvements to operations          management planning and training
                                           and ensure the sufficient supply of safe   for critical staff who are required
to deliver on a number of                  and cost-effective blood and blood         in the case of national or regional
government priority areas.                 products. This work is underpinned by      emergencies where the supply of
                                           five core programs: donor behaviour,       our products may be at risk. Our
One of our key areas of focus is           donor health and wellbeing, product        continuity plans are constantly
working in collaboration with leading      safety, product development and            tested and reviewed through
research, health and education             storage, and product usage.                scenario based approaches as well
organisations to contribute collectively                                              as in real practice, as is the case
                                           Supply and Demand Management
to cutting-edge research that benefits                                                now with Lifeblood’s response to
Australian patients and improves           Supply and demand management is            COVID-19. This leads to continuous
health outcomes. We also partner           central to our operating model and         improvement and strengthening of
with international blood operators,        provides direction across our supply       our ability to respond to emergency
humanitarian organisations, not-for-       chain from collections to processing       events. We also participate in NBA led
profit organisations and government        and distribution. We continuously          contingency simulations in support
bodies to contribute to a healthy          monitor and respond to changes             of the broader National Blood Supply
international blood sector.                in demand through our collection           Contingency Plan.
                                           activities, production facilities and
Central to our response to the impacts                                                BloodNet Integration
                                           distribution channels. We will continue
of COVID-19 has been ensuring
                                           to invest and focus on our supply and      This project is a joint initiative between
consistency with Commonwealth,
                                           demand management practices to             Lifeblood and the National Blood
State and Territory Government public
                                           keep pace with the evolving nature         Authority to improve the level of
health guidelines. This has been key in
                                           of product demand for blood and            integration between BloodNet, the
how we have operated as an essential
                                           plasma products. This includes             National Blood Authority’s online
service provider for the health sector
                                           consideration of enhancements              ordering and receipting system, and
and Australian community, and in how
                                           delivered through our strategic            various Lifeblood systems, including
we interact with our donors, hospital
                                           focus on Smart Supply Chain.               the National Blood Management
customers and our people.
                                                                                      System. This is designed to lead to
                                                                                      process efficiency in the provision of
                                                                                      blood products for hospital customers.

2020–22 Business Plan                                                                                                        14
Australian Red Cross Lifeblood

Government Priorities and Partnerships (continued)
Group O Negative Usage in Hospitals       Convalescent Plasma Trial
In partnership with the National Blood    In partnership with the
Authority, Lifeblood is working with a    Commonwealth Government and
selection of hospitals to understand      CSL Behring, Lifeblood is responding
the underlying challenges in the          to the pandemic by collecting
management of demand and usage of         convalescent plasma donated by
group O negative red cells. This is to    people who have recovered from
determine strategies and practices for    COVID-19. This supports the clinical
the alignment of demand with supply       trials being undertaken by researchers
for this universal blood product.         in Australia with convalescent plasma
                                          as a potential treatment option, and
Patient Blood Management
                                          the development of a COVID-19
Patient Blood Management                  Immunoglobulin.
optimises patient outcomes
through individualised medicine.
This involves a multidisciplinary
team that places the patient in the
centre of evidence-based decision
making to better manage their
blood. Through health partnerships
with the National Blood Authority
and other stakeholders, the PBM
program aims to ensure responsible,
sustainable and appropriate use of
blood and blood products. This is
done by providing a supporting role
in the development and delivery of
patient blood management education,
resources and transfusion medicine
clinical advice. We continue to provide
support to the health sector to achieve
best use of blood and blood products
while at all times looking to improve
patient safety.

2020–22 Business Plan                                                              15
Australian Red Cross Lifeblood                              © Copyright 2020 Australian Red Cross Lifeblood
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Australian Red Cross Lifeblood is an organisation that is   Lifeblood to provide blood, blood products and
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                                                            Learn more at lifeblood.com.au
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