Learning from the customer
experience workshop
13 December 2013
10am – 1pm
Barrabool Hills Centre
4-34 Province Boulevard, Highton
Learning from the customer
experience workshop
Objectives:
• For providers, current and potential participants,
their families and carers, to listen and learn from
NDIS participants about their experiences of
choosing service providers and their expectations
• Present a framework about the link between NDIS
participant expectations and the market and value
propositions
• Share ideas and experiences about what works well
and doesn’t work well and how providers can
respond to participant expectations.
Learning from the customer
experience workshop
Agenda
9:30
10:00
Registration
Welcome and introductions
James O’Brien, NDS State Manager
10:05
10:10
Overview
NDIS: The new environment
Fabiola Mazzocco, Facilitator
Liz Cairns, NDIA State Manager
10:20
Value Proposition Framework
Bryce Craggs, NDS Consultant
10:35
Presentation and workshop discussion
NDIS Participant Panel
Fabiola Mazzocco, Facilitator
•
•
•
•
Aaron Lucas
Krystyna Croft
Lynne Foreman
Susanna Keith
11:35
12:05
Presentation and Q&A
Morning tea
Workshop
Fabiola Mazzocco, Facilitator
12:50
Next steps
James O’Brien, NDS State Manager
12:55
Close
The National Disability Insurance Scheme
‘Learning from the customer experience’ forum
The NDIS is a new way of delivering
disability support
•
Supports tailored to individual needs
•
Insurance approach for more stable long term
costs and better outcomes
•
Choice and control is central
•
Needs driven rather than rationed funding
•
Delivered in local community
•
Working towards national coverage
Principles and objects of the NDIS Act 2013 underpin
delivery
• Give effect to obligations under UNCRPD and certain obligations in other
conventions
• Support independence, social and economic participation – not passive
• Provide reasonable and necessary supports, including early intervention
• Enable people to exercise choice and control in pursuit of goals, and in
planning and delivery of their supports
• Facilitate nationally consistent approach to access, planning and funding of
supports
• Promote provision of high quality, innovative supports to maximise
independent lifestyles and full inclusion in the community
Principles expand on the objects for implementation and guide administration
The NDIS journey
Plan
development
Preparing for
planning
Eligibility
Plan
implementation
Me
Plan review
What do I want to do and how do I want to do it?
•Home/living
•Education/Employment
•Community access & participation
•Leisure and recreation
R
e
v
i
e
w
How will I
know?
SMART goals
What supports do I need?
Where are the supports coming from?
Me
My networks
Community
How did I do?
•Exceeded
•Achieved
•Partially achieved
•Did not achieve
Other
services
The
Scheme
And why?
Primary and
secondary
attributions
Each participant will have an individual plan
and budget for supports
My Plan
Individual goals
and
Objectives
Supports
Informal
Mainstream
Community
NDIS Funded
Supports
Management of funding for supports
to be resolved with Participant
The type of funds management that
the participant chooses can vary
depending on their circumstances.
Different options can be chosen for
different supports.
Plans may have a combination of the
options as shown.
Agency can limit self management
where financial or personal risk.
Self
management
(by participant or
nominee)
Agency
Management
Plan
Management
Provider
National
Disability
Insurance
Agency
The Customer Value Proposition
Presented By: Bryce Craggs
Understanding The Value
Proposition
CUSTOMERS ARE THE FINAL
ARBITER OF VALUE
While customers are the final arbiter of
value, it is the organisation's role to
explore, interpret and deliver value
based on what they believe customers
are seeking.
Understanding The Value
Proposition
ATTRIBUTES
(Product at agreed price)
IMAGE
VALUE
(Timely, consistent,
professional, clean etc.)
PROPOSITION
RELATIONSHIP
(Trustworthy, friend, be there
for me )
What we
manage?
Relationship to the Business
STRATEGIC
ASSETS
DISTINCTIVE
CAPABILITY
MANAGEMENT
CAPABILITY
How we
manage?
INVEST
VALUE
PROPOSITIONS
INVEST
COMPETITIVE
POSITION
VALUE
ADDED
For
whom
we
manage?
Reflections – what’s important?
Given what you’ve heard this morning…..
• What’s important in choosing service providers?
Prioritise top 3.
• What are the challenges for service providers?
• What are some tips in attracting and responding to
potential new customers and meeting their
expectations?
Learning from the customer
experience workshop
Practical Design Fund (PDF)
The Practical Design Fund (PDF) was a grants program that is part of the Australian Government’s commitment
to support initiatives and resources that would identify practical ways to prepare people with disability, their
families and carers, the disability sector for the transition to NDIS. The following links are resources that assist
people with disabilities, their families and carers to choose a service provider.
A tool to help people with a disability set goals and direct their supports, including different
options for engaging service providers or staff, Association for a child with a disability
A toolkit of resources to help people with a disability, carers and families make informed choices
about who should deliver their supports, Inclusion Melbourne
Best practice guidelines to help people with disability to compare services easily, using Consumer
Service Agreements, Housing Support & Resource Services
Ways people with disability and their families can self-evaluate the value they are getting from
their package and help them make decisions about supports, Gitani Holdings
Develop a toolkit of resources to help people with a disability to choose who will deliver their
supports, Wesley Mission
Thank you