01
Customer / family
Request assistance
From everyday service to connected operations
Gut Begleitet provides everyday assistance and community services for older adults in Vienna. The project began with understanding how this work actually happens — and how digital systems could support it.
Everyday assistance, delivered person to person.
Operating model
How Gut Begleitet Works
A service request moves through several people, decisions and records before assistance is actually delivered.
02
Office / coordination
Review and organise
03
Employee
Receive assignment
04
Service visit
Deliver assistance05
Operational record
Record what happenedService lifecycle
From Request to Delivered Service
Client / householdOffice / managerEmployee
- 01RequestClient / household
- 02BookingClient / household
- 03ReviewOffice / manager
- 04AssignmentOffice / manager
- 05VisitEmployee
- 06Service DeliveryEmployee
- 07Work RecordEmployee
- 08Follow-upOffice / manager
The operating system
CareOS
A shared operational system connecting customers, office coordination, employees and service delivery.
Service lifecycle
- 01Request→
- 02Booking→
- 03Review→
- 04Assignment→
- 05Visit→
- 06Work Record→
- 07Follow-up
Three experiences
Customer / Household
Public Website
- Discover services
- Book
- Submit request
Office / Manager
Operations App
- Review bookings
- Schedule
- Assign employees
- Monitor service delivery
Employee
Employee App
- View assignments
- View visits
- Record completed work
Connected to the same operational records
Shared operational data
CareOS Core
One foundation.
One operational picture.
- 01Users
- 02Companies
- 03Households
- 04Clients
- 05Bookings
- 06Booking Items
- 07Assignments
- 08Visits
- 09Services
- 10Documents
- 11Notifications
Customer request→One connected operational journey→Delivered service
Connected workflow
One booking through CareOS
Live interfaceImplemented · simplified view
Customer / household
Request becomes booking
Client G. BergerHousehold BergerService Shopping & errandsAppointment 5 Aug · 10:30
Office / manager
Review and assign
CareOS OperationsOffice workspace
Booking review
RequestedShopping & errands
- Client
- G. Berger
- Household
- Berger
- Schedule
- 5 Aug · 10:30
Eligible employeeSophie Gruber
Review→Assignment created
Employee
See the visit. Deliver the service.
← Visit
5 Aug 2026
10:30
Shopping & errandsG. Berger · ViennaAssignedAssignment response
Accepted
You can check in on the scheduled date when you begin this visit.
CareOS / office
One connected operational history
- 01RequestSubmitted
- 02BookingReviewed
- 03AssignmentSophie G.
- 04VisitCompleted
- 05Work recordRecorded
Work record
Visit completed
- Employee
- Sophie G.
- Service
- Shopping & errands
- Outcome
- Completed
Request, assignment, visit and completed work remain connected.
Work record→Follow-up with full context
The service happens between people.CareOS keeps the operation connected around it.
One booking · two connected views
People / organisationService / transactionExecutionSupporting
containsrequestsservice linesscheduled visitsstaffed byOrganisation record Person record Request record Requested service Service catalogue Delivery record Responsibility record Worker profile Authenticated identity Supporting record Supporting record
Household
Berger HouseholdClient
G. BergerBooking
12 Aug · 09:00Booking Item
Shopping & errandsService
Defines the service requested
Visit
Visit completedAssignment
Sophie GruberEmployee
Sophie GruberUser
Connects access to the employee
Document
Can attach to a business record
Notification
Can reference a booking, visit or assignment
Booking context continues aswhat was requested+what was delivered
Household
Berger HouseholdClient
G. BergerBooking
12 Aug · 09:00Same booking contextService catalogue selected asRequested service Delivery record staffed byResponsibility record assigned toUser / employee
Service
Defines the service
Booking Item
Shopping & errandsVisit
Visit completedAssignment
Sophie GruberEmployee
Sophie GruberDocument
Attached where needed
Notification
Booking, visit or assignment
A booking holds the requested service lines and scheduled visits; each visit carries its employee assignment.
- 01Request→
- 02Booking→
- 03Assignment→
- 04Visit→
- 05Operational history
What changed
From fragmented coordination
to a connected operation.
The project created a shared operational foundation for coordinating customers, bookings, employees and service delivery.
- 01
Structured requests
Customer requests become structured operational records instead of isolated messages.
- 02
Connected coordination
Bookings, assignments, visits and completed work remain connected throughout the service lifecycle.
- 03
Role-specific tools
Customers, office staff and employees interact with interfaces designed around their part of the work.
- 04
Shared operational context
CareOS provides one underlying information structure across the organisation.
One connected operation
- 01CustomerThe person asking for help↓
- 02Gut Begleitet WebsiteThe public point of entry↓
- 03CareOSThe connected operational center↓
- 04Operations + EmployeeThe tools used to coordinate and deliver↓
- 05Service deliveryThe work that happens between people
