Successful Service Development in the NDIS
"If I'd asked my customers what they wanted, they'd have said 'a faster horse'."
- Henry Ford
The old models of disability service delivery are losing serious money in the NDIS trial sites. We combine our extensive NDIS expertise with Design Thinking, Lean Development and Human Centred Design to provide new service development tools for NDIS success.
Welcome & Introductions
Back to the Drawing Board
Framing: Getting the right service design questions
Aligning with NDIA service categories and business drivers
Customer engagement vs participation observation
Finding and analysing the right NDIS market data
Starting with the evidence and best practice
Beyond Unit Costing: Designing New Services
Successful service development teams
Customer journey / experience mapping
Engaging diversity in your co-design approaches
Processes that generate new service ideas
Choosing the right services to trial
Testing service feasibility: tools & techniques
Lessons from the Lean Start Up cycle
Metrics & Measurements
Measuring viability and success
Developing an ongoing evidence base
Meeting the needs of both customers and the NDIA
Leadership for Innovation
Engaging the right people
Distributed leadership for adaptive challenges
Leadership that builds a culture of service innovation
With a career in disability that spans 3 decades, Roland Naufal is one of Australia’s most knowledgeable disability professionals. He was winner of the 2002 Harvard Club Disability Fellowship and from 2012 to 2014 consulted on NDIS design for the National Disability & Carer Alliance.
Roland has held leadership roles in some of Australia’s most successful disability organisations, including CEO Villa Maria, General Manager Yooralla, State Manager Vision Australia and CEO Association for Children with a Disability. He worked extensively on disability deinstitutionalisation and lectured on the politics and history of disability. Roland has degrees in Economics and Social Work and an MBA from Melbourne Business School.
Vanessa has been building her experience in leadership, organisational development, human resources, facilitation, training and conflict management since the late 1990s. She works as a consultant, trainer and coach to government, community sector and commercial organisations in the areas of leadership, management and organisational development, as well as a personal coach and psychotherapist in private practice. Vanessa is also an Associate at Melbourne Business School.
Vanessa has a Masters in Organisation Dynamics and an Advanced Certificate in Groupwork Facilitation, and holds a Diploma of Process Work after training for 15 years nationally and internationally in Process Oriented Psychology and WorldWork. Vanessa’s coaching, therapy, consulting and facilitation work draws on the paradigms of systems psychodynamics, Processwork, human resources development, neuroscience and communications theory. She brings a unique perspective on organizational, team and individual challenges.
Rob has more than 3 years hands-on NDIS trial site experience in roles including Service Manager, Project Manager, Business Development Manager and most recently General Manager committed to building and leading a values-based service culture with over 400 clients and 150 Support Workers, Coordinators, Case Managers and Allied Health Professionals at a locally owned and operated provider in ACT. He has more than 15 years experience across the public, private and not-for-profit sectors in the UK and Australia, including roles with LGAs, national peak bodies, local service providers and Board positions. Rob combines hands-on experience of support work, a range of qualifications (from an MBA and journalism qualifications to project management), and in-depth understanding of Design Thinking, Agile Development and Lean Management.
Evie Naufal holds both a Masters degree in Sustainability & Social Innovation from HEC Paris and a Media Communications degree from the University of Melbourne. Early in her career, she worked on cutting edge Human Centred Design service development strategies for Procter & Gamble in Kenya and Brazil. Since moving back to Australia two years ago, she has been eating NDIS detail, working with organisations around Australia and all stages of the NDIS journey. Evie has been the engine room of DSC’s content driven marketing success and is an outstanding writer, presenter and digital service developer.
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Don't just take our word for it. Over 1,500 people have now attended a DSC NDIS workshop. Here's what previous NDIS Housing participants had to say about our workshops:
We are big fans of Design Thinking and Human Centered Design as techniques for service design. Here are some great resources for learning about how to implement Design Thinking in your organisation.
In this article we share DSC's approach to understanding what the NDIS can fund and what the value proposition is for each domain of services from the perspective of NDIS participants.
It seems like many disability providers are looking for faster horses with their NDIS preparations focused on organisational survival and unit costing. While it's vital to understand the financial underpinnings of services, Roland Naufal explores how a focus on unit costing may ultimately kill your organisation.
If the NDIS has taken away the barriers to offering the services that people with disability need, why haven’t we seen the development of radically new services? Luke outlines the four key barriers to innovation and what you can do about them.
The 8 Steps detail the organisational capabilities required to operate effectively in the NDIS. Developed from trial site experience and extensive NDIS consulting practice, the toolkit supports strategic decision making and priority setting.