effective service design · 2020-05-11 · success in the ndis understanding the market. service...

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Effective Service DesignNDIS Success Roadmap – webinar three


Acknowledgement of Country

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Welcome to Effective Service Design


The NDIS Roadmap

Success in the NDIS

Understanding the market Service design

Quality, compliance

and risk

Strategies for success

Sustainability in the NDIS

Q&A on Tuesday 19 May 2020Join the NDIS Success LinkedIn GroupRefer to the template Business PlanFill in questions in the activity worksheet


Today’s webinar

What we’ll cover in today’s webinar:1. Designing the NDIS serviceWho and where are our customers? What service?

2. Designing the NDIS service delivery The six key issues

This webinar will help you complete the related activity worksheet and Business Plan template


Designing the NDIS ServiceWho and where are our customers? What service?


NDIS business model

Individual funding in NDIS planNDIS plans valid for 1-2 yearsPerson with NDIS plan is the purchaserFunds are plan managed, agency managed or self managedService provider quotes for the cost of service in advancePerson pays for service on hourly basis in arrearsVariable volume of services


NDIS service opportunities

Need • essential for daily living

Want• to increase capacity and

opportunities

Ability to buy • NDIS plan funding• Who and where?

• What service?


NDIS service design

Understand your market

Opportunities and strengths

What is the challenge?

What are solutions?

Is it funded by the NDIS?

Research Emphasise Multiple views

Ideate Test


Understanding the Market

MarketDevelopment Diversification

MarketPenetration

ProductDevelopment

New

New

Existing

Existing Products and Services

Markets

CompetenciesCustomers –

existing and newCompetitor analysisService gaps and

market opportunities


Research and ideate

What are 3-4 potential opportunities for new NDIS services, for example with:−More of your current services to the same customers (increasing

NDIS plan utilisations)−New locations or groupings of client (e.g. by type of disability), where

you could offer the current services you are providing now.−New services or new types of product that you could offer to existing

customers.


Emphasise and seek multiple views

People with disability

LACs, NDIS planners, Support Coordinators, families and carers, health professionals, advocates, community connectors, educators etc.

What are challenges? What are possible solutions?


Test the idea

Does it fit with our mission and vision?Does the service address needs and wants?Is there a market/demand for the service?Is the service funded by the NDIS and how?


Test the idea - cont.

Can the customer purchase the service from us?Should we register with NDIS commission or not?

(Webinar 4)Individual or group delivery model?Is the service financially viable and sustainable?

(Webinar 6)


Fitting service to the NDIS model

Service or product is reasonable and necessaryNDIS is the appropriate funding bodyNDIS Price Guide and Support CatalogueFunding categories: align with the purpose of the funded supportBest fit approachChargeable and non chargeable activities


NDIS services that can’t be charged for

NDIS access or planning meetingServices before NDIS plan is approvedAdvocacySome transport costs – refer Price Guide for detailsSome cancellations of service – refer Price Guide for detailsServices after NDIS plan is spent or expires


NDIS plan budgets

Capital

Capacity

Core

Support categories 1 - 4 Support categories 5 - 6

Support categories 7 - 15


Core supports

Help with everyday activities and disability-related needsWork towards individual goalsBudget is flexible and can be used across any of the support

categories (where the person has at least $1)Core Categories :

−01- Assistance with Daily Life (incl. Supported Independent Living)−02- Transport−03- Consumables−04- Assistance with Social and Community Participation


Core supports – overviewIN NDIS PLAN IN THE MYPLACE

PORTAL DESCRIPTION

1-Assistance with Daily Life Daily Activities Assistance with everyday needs e.g. personal care, domestic assistance, short term accommodation

2-Consumables Consumables Everyday items e.g. interpreting, continence products or low-cost assistive technology and equipment to improve independence and/or mobility

3-Assistance with Social & Community Participation

Social, community and civic participation

Access to community or centre based social andrecreational activities

4-Transport Transport Travel to work or other places that will help you achieve your goals, limited to those who cannot use public transport


Capital supports

05- Assistive Technology (incl. vehicle mods)06- Home Modifications (incl. Specialist Disability

Accommodation SDA)


Capital supports - Overview

IN NDIS PLAN IN THE MYPLACE PORTAL

DESCRIPTION

5-Assistive Technology Assistive Technology e.g. wheelchairs, communication devices, prostheses, vehicle modifications

6-Home Modifications Home Modifications • Includes SDA which is towards the cost of capital for participants needing a specifically built environment

• Only 6% of participants receive SDA


Capacity Building

Help to build independence and skills to help reach your long-term goalsFunding is not flexible and can only be used to purchase

supports that fall within the specific categorySupport categories 9-15


Capacity Building - OverviewPLAN DESCRIPTION

7 Support Coordination Support Coordinator to help use the plan

8 Improved Living Arrangements Support to help find and maintain an appropriate place to live

9 Increased Social & Community Participation

Development and training to increase your skills so you can participate in community, social and recreational activities

10 Finding & Keeping a Job Employment-related support, training and assessments that help find and keep a job

11 Improved Relationships Support to develop positive behaviours and interact with others


Capacity Building - OverviewPLAN DESCRIPTION

12 Improved Health & Wellbeing

Including exercise or diet advice to manage the impact of your disability. The NDIS does not fund gym memberships

13 Improved Learning Training, advice and help to move from school to further education

14 Improved Life Choices Plan Management to help manage the plan, funding and paying for services

15 Improved Daily Living Assessment, training or therapy to help increase skills, independence and community participation. These services can be delivered in groups or individually


Can the customer buy service from us?

Is the support effective, beneficial and does it work towards participant goals?Does the NDIS plan need to have funding for the service?

− In core budget if service is a core support− In the support category if service is a capital or capacity building support

Are we registered for that service (if agency managed)?


NDIS Registration Groups

37 Registration Groups Verification or CertificationEach support in the NDIS Support Catalogue identifies the

necessary Registration Group (unique identification number)

Support Category

Sequence Number

Registration Group

Outcome Domain

Support Purpose


Core supports – NDIS registration groups

01- Assistance with Daily Life −107 Daily Personal Activities−120 Household tasks−117 Development of daily living and life skills (also Capacity)

02- Transport−108 Assistance with travel/ transport

04- Assistance with Social and Community Participation−125 Participating in community and social and civic activities −136 Group and Centre Based Activities


Test the idea

Does it fit with our mission and vision?Does the service address needs and wants?Is there a market for the service?Is the service funded by the NDIS and how?Can the customer purchase the service from us?Should we register with NDIS commission or not? (Webinar 4)Is the service financially viable and sustainable? (Webinar 6)


NDIS service opportunities

Need • essential for daily living

Want• to increase capacity and

opportunities

Ability to buy

• NDIS plan funding

• Who and where?• What service?


Designing the service delivery How will we work with our customer and deliver the service?


Designing the service delivery – six key issues

1. Resources2. Core/direct systems and processes3. Support systems and processes4. Technology5. Setup vs ongoing costs6. Capital expenditure


1. Resources


Assessing the resources required

Activity areaSkills and experience requiredSpecific qualifications and accreditations requiredNumber of staff hours required per unit of servicePercentage of staff time chargeable to client workInduction and training required


Resource requirements – exampleResources and qualifications

Resource planning

Activity area Skills and experience required

Any specific qualifications required

Number of staff hours required per unit of service

Margaret River Workshop

Mechanic with experience in vehicle modifications

Trade Certificate/sHealth & Safety certificates

Varies

Role Key functions No. of positions required Casual/Permanent

Line Management Existing staff or recruitment required?

Mechanic MechanicCustomer service

1 person0.6 full time equivalentStart asap

Managed from Perth with a supervisor visit regularly

Recruitment


Resources - Recruitment

Employment compliance:− Enterprise agreement: if you have an enterprise agreement, review how your

resource requirements fit within it− Qualifications and screening: review NDIS Quality and Safeguarding requirements

for screening and qualifications requirements related to your NDIS service

Recruitment and selection method options include:− Recruitment and placement agencies vs direct recruitment and selection− Assessment centres (multiple recruitments at once) vs individual interviews


Resources - Retention

Recruiting and onboarding employees is expensive. Think about how you can encourage good employees to stay:−Organisational culture− Learning and development opportunities− Financial incentives: e.g. salary packaging for certain not for profit

employees can help incomes to stretch further−Competitor analysis: what can you offer to attract and retain

employees?Customer benefits of engaged and longer term employees


2/3. Core and Support Systems and Processes


Systems and processes

Customer entry –Step 1

Step 2 Step 3 Step 4 Step 5Customer

exit –Step 6

Supporting systems/processes

Core systems and processes

Management processes


Examples of systems – Core

Core systems are for delivering the serviceFor example:

− Service delivery systems−Customer complaints and feedback−CRM systems−Employment systems (including rostering)


Examples of systems - Supporting

Supporting systems need to be scaled to the size and nature of the businessExamples include

−Code of conduct− Service Agreements, Invoicing, Debtor follow up−Employee screening, recruitment, training and performance

management−Marketing, promotion− Finance and risk management


4. Technology


Technology

How can you use technology in the different aspects of service delivery?Consider:

−Efficiency−Repeatable−Accuracy−Volume−Customer experience

Refer to exercise in the Workbook


5. Setup versus ongoing costs


Setup vs ongoing costsDescription Setup Cost Ongoing Cost

1 Office space Bond and rent in advanceFit-out

Rent

2 Furniture and equipment Initial fit-out NA

3 Staffing Recruitment Wages & superannuation

4 IT/phone Computer and phone Support, licensing and call costs

5 Vehicle Purchase of vehicle (if applicable) Finance/leasing costs (if applicable)Running costs and maintenance

6 Other business costs Marketing, consultants, auditor Marketing, insurance, electricity etc


6. Capital expenditure


Capital expenditure – examples

Office premisesFurnitureVehicle/sTechnology – computer/s, printer/s, phone/sEquipment


Example Description Actions required

1 Resources Hire new mechanic 3d/week

Check qualifications (and accreditations)

2 Core/direct systems and processes

Existing processes are sufficient, provide training to new staff member. Add to audit scope

3 Support systems and processes Increased volume to be supported initially by existing admin resource at Margaret River

4 Technology New computer and internet required5 Setup vs ongoing costs Require workshop, equipment and office space with some

furnitureExpand marketing, insurance, connect power, rent

6 Capital expenditure Computer, printer and desk in established office


Next steps


Other potential disability supports

Information Linkages and Capacity Building (ILC) funding: −Project funding for organisation to create connections between

people with disability and the communities they live in−People with disability have knowledge, skills and confidence to

participant and contribute to their communityState and Federal government grantsPhilanthropic funding and donations


Summary of today’s webinar (1)

Design your service to meet your customer needs1. Research and ideate2. Empathise and seek multiple views3. Test the idea


Summary of today’s webinar (2)

Designing the service involves consideration of six key issues:1. Resources2. Core/direct systems and processes3. Support systems and processes4. Technology5. Setup vs ongoing costs6. Capital expenditure


Things to do next…

Review the questions in the activity worksheet and the business plan templateVisit the website for resourcesVisit the LinkedIn group


Next timeSuccess in the

NDISUnderstanding

the market Service designQuality,

compliance and risk

Strategies for success

Sustainability in the NDIS

Service design Q&A: 19 MayQuality, compliance and risk webinar: 26 MayQuality, compliance and risk Q&A: 2 June


Thank you

Andrew EllisBusiness [email protected]

cbb.com.au

mailto:[email protected]

effective service design · 2020-05-11 · success in the ndis understanding the market. service...

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