The Impact of NDIS — Efficiency & Service Delivery

Gordon Tan | May 12, 2016


Each participating organisation registered with the National Disability Insurance Scheme (NDIS) will need to adjust to the changes associated with the new structure. This involves changing operations somewhat from non-profit to a model closely related to for-profit actions. Key changes need to be made for the organisation to not only stay operational, but also to grow under the NDIS.  

Some of these key areas to focus on include:

  • Delivery of Service — One of the fundamental changes adopted through the NDIS means clients can choose the organisation they prefer to use. Clients now have the ability to select the service provider of their choice, so it stands to reason that a positive experience helps with client retention. Providers will now need to focus on making sure their service is not only meeting participant’s needs, but also going over and above to keep them happy.
  • Focus on Efficiency — With a much more open and competitive market for services, costs will be a large consideration for service providers, as well as a factor for clients when choosing to work with an organisation. The need for cost-effective operations becomes much more of a priority under the NDIS.
  • Offer a USP — Organisations will also need more of a unique selling proposition (USP; also known as a unique selling point). This refers to the things a provider does that are unlike others in the same category. How does the organisation differ to competitors? What service or experience sets them apart?

Technology can play a big part in assisting with these changes. Selecting suitable software products can be advantageous when it comes to improving efficiency and cutting operational costs. In many situations this starts with Client Management Software.

Related: 3 Ways Software Development Can Increase Efficiencies In Your Business

Choosing the Right Client Management Software

Data analysis and system automation have been essential to for-profit operations for many years. In recent times with greater market competition, it has also become increasingly important for the not-for-profit sector as well. The right software can make a huge difference in speeding up data analysis and automation, allowing for more efficient internal practices.

When selecting software, these are some of the key steps any not-for-profit organisation should follow.

1. Map out the existing process and data flows of the organisation.

A clear understanding of the way data is managed across each business unit is vital. Knowing what processes currently run, and how they interpret data is crucial to determine your software needs.

  1. Document the client journey.

Map out each step of the process, from the initial client contact through to post-service support. Following each step, each bit of contact (in and out) and each piece of information (in and out) helps understand the future needs of your software platform

Identify where efficiency can be improved.

Now that you have a clear picture of the process and each data input, you can determine which processes can be streamlined. This is a chance for the organisation to collaborate with staff and to find out what slows them down in their role. It may also be beneficial to hire a consultant, or to work on not only improving the current process, but also developing the system into something better.

  1. Workshop the User Requirements.

This is the time to start dealing in specifics. Work out what the system needs to be capable of in order to fulfil service delivery objectives. It is best to break each section of the data capture process down to discuss with the relevant business unit. Each user process is then mapped out in a group setting, taking into account new efficiencies and the planned outcome.

Once the requirements have been determined, prioritise them by project importance or available resources. A popular way of doing this is by assessing each requirement against the MoSCoW method. That is, putting each requirement into one of the following categories: Must have, Should have, Could have and Would like. This method helps determine the most important tasks in the development project.

  1. Produce a Request For Proposal (RFP).

Now that the project outline is in place, the organisation needs to find a supplier or vendor who can produce the required software or system upgrade. An RFP makes the assessment and vendor selection process easier by establishing set criteria and expectations from the beginning.

Related: How To Use Custom Software To Improve Business Performance

Final Thoughts

Through the introduction of the NDIS, not-for-profit organisations will find it necessary to operate more like a for-profit business. There will be changes and challenges in the move to NDIS compliance for these organisations. Dedicate ample time to the project and seek input wherever necessary, particularly on software. Defining clear goals and system outcomes will help keep the selection process on track.

Interested in discussing automation, or how software can maximise the efficiency of your organisation? Contact R & G Technologies to learn more.





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