The Scheme is growing at a very rapid pace. The NDIA is
under enormous pressure to meet its participant intake targets. At 30 September
2018, over 208 000 participants were receiving support, meeting 76 percent of
the bilateral estimate for the entirety of the Scheme. By 2020, it is estimated
that 460 000 participants will have joined the Scheme. The efforts and
resources required to enrol over 250 000 participants in less than 18 months
cannot be underestimated.
Having robust and fit-for-purpose ICT systems can greatly
assist the NDIA in meeting its operational targets and delivering quality outcomes
for participants. Good ICT systems have potential to release the pressure of
other aspects of the Scheme. Efficient ICT systems can reduce the need for
participants and service providers to seek support directly from the NDIA,
planners and LACs. ICT systems can also facilitate the growth the market.
Importantly, ICT systems must also support in an effective way the NDIA
internal operations to ensure consistency of decisions and advice across the
The committee received evidence that the NDIS ICT systems need
to be significantly improved. Participants and service providers were critical
of the NDIS website and the NDIS Contact Centre as they continue to struggle finding
adequate information or having their queries answered in a satisfactory and
timely manner. Submitters also raised issues about the MyPlace participant and
provider portals' functionality and capabilities. It is resulting in
unnecessary delays, duplication of efforts, and additional administrative
burden for the NDIA, LACs, service providers and participants.
It is imperative that the issues raised by submitters are
swiftly addressed by the NDIA to ensure improved outcomes for participants and
assist with the long-term sustainability of the Scheme.
Importantly, the committee is of the view that the NDIA must
engage with stakeholders to design and enhance all aspects of the ICT services
that underpin the NDIS service delivery model. It is clear that a lot of
administrative burden and additional transaction costs would have been avoided
if the NDIA had initially collaborated with end-users to design and improve the
website and the portals.
The committee thanks the individuals and organisations that
participated in this inquiry. The committee has made six recommendations,
which aim to ensure that the NDIS ICT systems are fit-for-purpose and
adequately support the NDIA's operations.
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