NDIA Owns Up to Failures

By Andrew Heaton

(image source: Odessey)

The organisation responsible for the rollout of the National Disability Insurance Scheme (NDIS) has acknowledged failures in the way it has managed the commencement of the transition to the full rollout of the NDIS scheme.

In an update on its web site, the National Disability Insurance Agency acknowledged that the internal preparation performed by the regulator in the lead up to the full implementation of the NDIS had not been adequate and that it’s systems and processes had failed to deliver a participant and provider experience which was up to scratch.

In its update, the NDIA said participants in the scheme were reaping benefits, including being able to exercise greater choice and control and through experiencing better social, education and employment outcomes.

“Notwithstanding these positive results, it is now well recognised that before the commencement of transition to full scheme in July 2016, the quality of the NDIA’s internal preparation warranted significant improvement,” the agency acknowledged.

“The NDIA’s processes and systems have not resulted in a participant and provider experience during Transition that is of the consistently high standards that the NDIA expects.

“While the need to improve processes is not entirely unexpected given the ground breaking nature of the reform, the NDIA recognises the important need to learn from these early experiences and improve and adapt its processes as quickly as possible.”

“The Board, management and staff of the NDIA are unequivocally committed to delivering a much better experience for participants and providers based on an outcomes driven approach.”

In its update, the agency said it was working with stakeholders to identify opportunities for improvement, and had drawn up a list of 400 improvement ideas as well as 200 solution concepts.

These included a greater focus upon outcomes throughout a participant’s life, more active community involvement, more face to face (rather than telephone) communications, fewer participant transfers, an easier to navigate portal, a more responsive call centre experience and improved interactions with providers and disability organisations.

Speaking with the ABC, NDIS Chief Executive Officer David Bowen denied reports the agency had instituted a policy of reduced financial support in order to bring cost under control.

Whilst plans evolved over time along with the needs of individuals, Bowen sad there was ‘no direction to lower plans’.

Leave a Reply

Your email address will not be published. Required fields are marked *