Recommendation 1
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.
Recommendation 2
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.
Recommendation 3
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.
Recommendation 4
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.
Recommendation 5
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.
Recommendation 6
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.
Navigation: Previous Page | Contents | Next Page