Case Study: Credu's Digital Journey - Keeping Carers at the heart of solutions
Credu provided carer support services in Powys and Ceredigion as well as services for young carers in Wrexham, Conway and Denbighshire. In this blog their CEO Becky Evans describes the impact of digital transformation on the way they provide services as an organisation that has grown from a small local young carers project into a service supporting young and adult carers across five counties in Wales while still centring carers using digital to enhance and not replace face to face support.
Starting with systems
Credu's digital journey began by strengthening organisational foundations rather than adopting new technology. The team introduced better HR systems, improved document management, streamlined financial reporting and created greater transparency across the organisation. This work was driven by a simple goal: to ensure staff spend more time supporting carers and less time on administration.
Becky said, "our aim is for staff to spend 80% of their time supporting carers and only 20% on administration."
Listening to staff and carers
Digital transformation at Credu is being shaped by both staff and carers. Staff have been involved in conversations about AI, security, GDPR and digital confidence, while carers were surveyed about their information and support needs. Feedback showed strong demand for trusted information and advice outside office hours, delivered through a source carers know and trust.
Rather than replacing human support, carers expressed interest in digital tools that complement existing services and help them access information when and where they need it.
Digital as part of an integrated offer
Credu is exploring how AI-powered tools could extend its reach, particularly for carers who are isolated, unable to access services during working hours, or living in remote rural communities. Potential benefits include:
- 24/7 access to trusted information and advice
- Reduced administrative burden for frontline staff
- More accurate capture of impact and outcomes
- Increased time for meaningful conversations with carers
- Improved access for hidden and underserved carers
Importantly, Credu sees digital and in-person support as complementary. The organisation wants carers to experience the same values, language and person-centred approach regardless of how they engage.
A place-based approach
Serving a large and predominantly rural geography means local knowledge is critical. Credu believes digital tools must reflect local services, local pathways and the realities of rural living in Wales. Generic information is not enough. Any future digital offer will therefore be built around the specific needs and services available in each community.
Considering sustainability
A distinctive feature of Credu's approach is its focus on sustainability. Alongside discussions about the benefits of AI and digital innovation, the organisation is actively considering environmental impacts, including energy use and the wider implications of digital infrastructure. Staff, trustees and carers have all contributed to these conversations.
At the same time, Credu recognises that digital services can reduce travel across large rural areas and improve access to support for carers who may otherwise struggle to attend in-person services. For Credu, the challenge is finding the right balance between technological innovation, environmental responsibility and better outcomes for carers.
Key learning
Credu's experience demonstrates that successful digital transformation is not about technology alone. By strengthening systems, listening to staff and carers, considering sustainability and focusing on local needs, the organisation is building an integrated model where digital enhances, rather than replaces, human support. The guiding principle throughout has been simple: use digital where it adds value, but always keep carers at the centre.
Read more about Credu’s work on their website. If you provide care or support for a family member or friend, you can access information, support and advice services across Wales.