proposed service booking procedures and the ability of Participants to comply with the changes. Further assessment of this new system is out of the scope of this evaluation. A reliable, scalable and sustainable financial system needs to be implemented without delay. The summary of the issues be resolved in the replacement system includes: Integrity issues with Participant service accounts, Multiple access by Providers to Participant service accounts, Budget correlation between Plan and Participant account, Claim rejection procedures and resolution: Transparency of decisions, Expedite resolution of issues and anomalies. Plan transitions and rollover account management: Continuity of support for Participants when Plan review is delayed, Account adjustments to comply with Plan extensions, Claim processing for gap periods between Plan expiry and recommencement. Exception handling where Participant services are disrupted. CS13: (NDIA) Provider PPP said “The old system had issues. … The replacement is not cause for optimism”. CS13: (NDIA) Provider PPP tried for 7 months to have claims paid that were lodged for services provided for a Participant after their Plan expired and before the new Plan was commenced. PPP said “after all this time they finally said no, it is not negotiable” Process Improvement The Plan lifecycle stages in this document cover the assessment of business processes that can benefit from improvement and those where a process review is necessary. This section addresses areas where overall improvements may be made in the interest of Plan quality, improved choice and control for Participants and cost effective services by Providers. Process flexibility and improvement Greater use of flexible Plan durations to suit observed stability or rate of change of Participant requirements. Improved and more responsive processes for minor adjustments to Plan service specifications and budgets during Plan operation. Service initiation and Provider engagement efficiencies: WA NDIS: more streamlined quoting and commencement processes,
proposed service booking procedures and the ability of Participants to comply with the changes. Further assessment of this new system is out of the scope of this evaluation. A reliable, scalable and sustainable financial system needs to be implemented without delay. The summary of the issues be resolved in the replacement system includes: Integrity issues with Participant service accounts, Multiple access by Providers to Participant service accounts, Budget correlation between Plan and Participant account, Claim rejection procedures and resolution: Transparency of decisions, Expedite resolution of issues and anomalies. Plan transitions and rollover account management: Continuity of support for Participants when Plan review is delayed, Account adjustments to comply with Plan extensions, Claim processing for gap periods between Plan expiry and recommencement. Exception handling where Participant services are disrupted. CS13: (NDIA) Provider PPP said “The old system had issues. … The replacement is not cause for optimism”. CS13: (NDIA) Provider PPP tried for 7 months to have claims paid that were lodged for services provided for a Participant after their Plan expired and before the new Plan was commenced. PPP said “after all this time they finally said no, it is not negotiable” Process Improvement The Plan lifecycle stages in this document cover the assessment of business processes that can benefit from improvement and those where a process review is necessary. This section addresses areas where overall improvements may be made in the interest of Plan quality, improved choice and control for Participants and cost effective services by Providers. Process flexibility and improvement Greater use of flexible Plan durations to suit observed stability or rate of change of Participant requirements. Improved and more responsive processes for minor adjustments to Plan service specifications and budgets during Plan operation. Service initiation and Provider engagement efficiencies: WA NDIS: more streamlined quoting and commencement processes,
Western-Australian-NDIS-Trials-Evaluation-Report.docx