2.55 The committee recommends the NDIA start the national
rollout of the new pathways and make publically available a clear schedule of
the changes to be introduced along with implementation dates.
2.58 The committee recommends the NDIA review all
documents, including guidelines, forms and policies, prior to their upload onto
the new website to ensure that they are current, clearly dated, fit-for-purpose
and written in clear language.
2.62 The committee recommends the NDIA:
- implement a tracking system to enable end-users
to track the status of their queries;
- create specialised NDIS Contact Centre teams
based on the common types of issue raised by end-users; and
- co-design with end-users a fit-for-purpose
chatbot for the website and portals.
2.64 The committee recommends the NDIA urgently
recommence work on the development and implementation of its
knowledge-management system to ensure consistent decision-making processes and
accurate provision of advice across the agency.
2.107 The committee recommends the NDIA publish on the
participant and provider portals the launch dates of future portal changes
along with training materials.
2.110 The committee recommends the NDIA work with service
providers and participants to co-design future enhancements to the portals and
'Provider Finder' tool.
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