Corporate Plan 2021-25 - ndis.gov.au Building a better NDIS
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Corporate Plan 2021–25 Building a better NDIS ndis.gov.au
Corporate Plan 2021–25
Introduction and
statement of preparation
We, the Board of the National Disability Insurance Agency,
as the accountable authority, present the 2021–25 NDIA
Corporate Plan, as required under section 35 (1)(b) of the
Public Governance, Performance and Accountability Act
2013 (PGPA Act) and section 177(1) of the National Disability
Insurance Scheme Act 2013 (NDIS Act).
The Corporate Plan has been prepared in accordance with
the Public Governance, Performance and Accountability Rule
2014 (PGPA Rule).
A final draft of the 2021-25 NDIA Corporate Plan
was provided to the responsible Minister and Chair of
the Ministerial Council on 28 June 2021. It has been
subsequently amended following the Disability Ministerial
Council meeting of 9 July 2021.
The NDIA’s Corporate Plan provides strategic direction to
guide our activities for the financial years 2021–22 through
to 2024-25.
The Board acknowledges the objectives of the United
Nations Convention on the Rights of Persons with Disabilities
(UNCRPD).
In this document, we refer to the National Disability
Insurance Agency as the NDIA or the Agency and
the National Disability Insurance Scheme as the NDIS
or the Scheme.
The NDIA acknowledges the Traditional Owners and
Custodians of Country throughout Australia and their
continuing connection to land, sea and community. We pay
our respects to their Elders, past, present and emerging.
2
Corporate Plan 2021–25
Contents
Introduction and statement of preparation 2
Foreword from the Chairman 4
Introduction from the CEO 6
1. About the NDIS 8
Our insurance principles 9
2. Building a better NDIS in partnership with people with disabilities,
their families, communities and the disability sector 12
Delivering an affordable and sustainable NDIS for all Australians 13
Building blocks to deliver a better and affordable NDIS 14
Participant Service Charter and the Participant Service Guarantee 15
Participant Service Improvement Plan 16
Delivering an integrated service system for Australians with disabilities 18
3. Our operating environment 20
4. Our strategy 26
Aspiration 1: A quality experience and improved
outcomes for participants 29
Aspiration 2: A competitive market with innovative supports 31
Aspiration 3: A genuinely connected and engaged stakeholder sector 33
Aspiration 4: A high-performing NDIA 35
Aspiration 5: A financially sustainable NDIS 37
5. Performance metrics and targets 41
6. Financials 46
7. Risk governance 49
8. Appendices 53
3
Corporate Plan 2021–25
Foreword from the Chairman
The Board of the National Disability Insurance Agency (NDIA) is pleased
to present its 2021–25 Corporate Plan. The Corporate Plan is an essential
part of our planning framework that provides our strategic direction for
the coming year through to 2025.
Notwithstanding these achievements, improved
engagement with stakeholders is required to
address significant challenges facing the Scheme to
ensure it delivers on the participant-focused vision
embodied in the 2011 Productivity Commission
Report, which led to the introduction of the NDIS.
Critically, we will engage deeply with people
with disability, the sector and state and territory
governments to develop a new person-centred
model for assessments, consistent with the
legislative requirements as set out in the NDIS Act.
We will build on the valuable work undertaken in
July 2021 by the Independent Advisory Council and
disability representatives on strengthening Scheme
reforms to access and planning. The disability
sector’s input is critical in ensuring we address the
significant challenges facing the Scheme so the
NDIS is available for current and future generations.
The National Disability Insurance Scheme (NDIS)
is delivering significant benefits to Australians From the outset, it was envisaged that the NDIS
with disability. Almost 467,000 participants across would support participants to exercise choice
Australia are now receiving support, with 53% of and control over their life with a fair, flexible and
participants receiving support for the very first time. consistent package of reasonable and necessary
supports. The need for the NDIS to remain
Importantly, participant outcomes, which in many
affordable was also integral to that initial vision.
cases are life-changing, are significantly improving.
Children are becoming more independent, more Historically, there has been no consistency in
participants aged 15 to 24 are in paid jobs, and the way participants entered the NDIS and were
fewer participants aged over 25 are going to assessed for reasonable and necessary supports.
hospital. We are also working hard to reduce the This has resulted in inconsistent outcomes that are
number of participants in residential aged care, with not always fair and equitable. Currently, participants
positive results. Residents under 65 have reduced by in higher socio-economic areas receive average
33% (6,135 to 4,105) in just over three years, and plan budgets that are 7% higher than participants
admissions to aged care for those aged under 65 in lower socio-economic areas. This reflects in part
have reduced by 68% in the same timeframe. participants’ ability to afford to gather evidence.
4
Corporate Plan 2021–25
In addition, current legislation has driven a provide eligible children with access to world-class
complex, rules based decision-making process that early childhood intervention to help them achieve
inhibits participants flexibly using their plan. It also their development milestones. We will also further
reduces choice and control over how participants strengthen fraud and integrity measures, including
can use their support package. addressing provider behaviour.
As with any organisation, we have a responsibility None of this will be possible without the
to make sure that growth is affordable so the NDIS commitment of our dedicated staff and partners.
is available well into the future. The current rate of We will continue to invest in building the capability
growth in participant payments poses significant of our workforce to deliver on our strategic and
challenges to Scheme affordability. In the last three operational goals now and into the future.
years, the average payment per participant has
This Corporate Plan will assist in delivering the
grown by 11.8%. This is well above wage inflation
NDIA’s aspirations and priorities to enhance
(1.5% to 2.5% per year), future portfolio budget
outcomes for participants, and to ensure this
estimates (6.4% growth per annum), and the
world-leading Scheme remains in place for future
assumptions in the 2017 Productivity Commission
generations of Australians with disability.
Report (around 4% per annum). In addition, the
number of participants continuing to approach the Dr Helen M. Nugent AO
NDIS is well above projections. Chairman
The NDIA will continue to implement the Participant
Service Guarantee, and progress improvements to
the Early Childhood Early Intervention approach to
The disability sector’s input is critical in
ensuring we address the significant challenges
facing the Scheme so the NDIS is available for
current and future generations.
Dr Helen M. Nugent AO, Chairman
5
Corporate Plan 2021–25
Introduction from the CEO
The 2021–25 Corporate Plan sets out our vision to improve the fairness,
consistency, flexibility and affordability of the NDIS.
participants and does not deliver choice and
control. It is very difficult to do it accurately,
consistently and fairly right across the country, in a
timely way, with good customer service.
In addition, it is very difficult to get a controlled
and predictable overall cost for the NDIS based
on decisions like that. As the Chairman noted in
her foreword, there are significant challenges to
Scheme affordability which we have a responsibility
to tackle in partnership with the broader disability
community, to ensure the NDIS endures.
I want to acknowledge the strength and resilience
shown by participants, providers, families, carers Following the Disability Ministers’ meeting in July
and NDIA staff and partners over the past 12 2021, the NDIS will now engage deeply with
months. Their capacity to adapt and respond to the people with lived experience of disability on the
COVID-19 pandemic has been extraordinary. co-design of a new person-centred model that
delivers consistency and equity in access and
Despite the challenges of COVID-19, the NDIA
planning outcomes, consistent with the legislative
has made significant progress in delivering better
requirements for assessments as set out under the
outcomes for participants.
NDIS Act.
Over the past 12 months, we have made changes
The 2021–25 Corporate Plan outlines how we plan
to the way we engage with participants following
to improve the NDIS in line with the participant-
the introduction of the Participant Service Charter
focused vision embodied in the 2011 Productivity
and Participant Service Improvement Plan. Due
Commission Report.
to the incredible efforts of our staff, we have
significantly improved service levels, making I renew our commitment to working in partnership
faster access and planning decisions that ensure with participants, their families and carers to
participants have the supports and services they develop the best Scheme possible. We all have a
need as quickly as possible. shared goal to improve the NDIS and I care deeply
about getting this right for participants, their
Despite these efforts, there are still challenges with
families and carers.
the operation of the NDIS that stem from trying to
do something on a large scale for the first time. Martin Hoffman
The NDIS was never meant to be about public NDIA Chief Executive Officer
servants making hundreds of decisions about the
life and supports of hundreds of thousands of
participants. This is not the best way to support
6
Corporate Plan 2021–25
‘I am very grateful to
have the NDIS. It is
a wonderful service.
Without it I couldn’t
give my son the
services he needs.’
– Parent of NDIS participant
7
Corporate Plan 2021–25
1
About the NDIS
The NDIS provides Australians with a permanent and significant disability
with financial support to build capacity, increase independence and
establish stronger connections with their community.
8
Corporate Plan 2021–25
The NDIA is the Commonwealth corporate entity responsible for
managing the NDIS. Our purpose is to:
‘Support individuals with a significant and permanent disability
(participants) to be more independent and engage more socially
and economically, while delivering a financially sustainable NDIS
that builds genuinely connected and engaged communities
and stakeholders’.
In its 8 years of operation, the NDIS has grown Our insurance principles
to support more than 460,000 Australians with
disabilities to access the services and supports The NDIS is based on the guiding principles that
they need to live a more independent life. This people with disability:
includes supporting more than 70,000 children
• have the same rights as all Australians to realise
with developmental delay or disability through our their potential for physical, social, emotional and
Early Childhood Early Intervention (ECEI) approach, intellectual development
ensuring they receive supports early in life so that
• are supported to participate in and contribute
they can take part in daily activities and achieve the to social and economic life to the full extent of
best outcomes throughout their lives. their ability.
As a Commonwealth entity, we are subject to the
The NDIS is founded on 5 insurance principles:
Commonwealth Performance Framework.
The Corporate Plan is a key element of this 1. Evidence-based decision making
framework, outlining the aspirations and strategic
2. Consistency in decision making
goals that will ensure we achieve our purpose.
3. Regular monitoring of experience to manage
We also provide an annual performance statement
emerging risks
in the annual report and issue detailed quarterly
reports to the Disability Ministerial Council on NDIS 4. Lifetime and person-centric approach
performance.
5. Early investment to drive lifetime participant
All of our reports are available for download on the outcomes.
NDIS website.
Using these principles, we make evidence-based
The NDIA Board sets the strategic direction of the
decisions on access and funding by drawing on the
NDIA, manages risk and ensures compliance with
data that is collected on all participants.
relevant legislative and statutory requirements.
We also take a lifetime, person-centric approach to
funding supports for people with disability, where
early investment in disability related supports are
expected to drive better outcomes for participants,
their family and carers over their lifetime.
9
Corporate Plan 2021–25
Key highlights1
NDIS at a glance
467,000 35% 11,410
people with disability are of new participants for children are receiving initial
being supported by the quarter 4 were aged 0–6 supports through the ECEI
NDIS. Yearly increase of (6,386 children). gateway.
74,620 participants.
Participant outcomes
72% 60% 33%
of parents think the NDIS of adults over 25 choose decrease in younger people
has helped their child to who supports them. in residential aged care
become more independent. over 3 years (6,135 at 31
December 2017 to 4,105 at
31 March 2021).
NDIS service delivery responded quickly during the COVID-19 pandemic to help keep participants safe.
This assisted in the participant infection rate being lower than the general population.
Service delivery excellence
100% 79% 75%
of access decisions made of first plans were approved Participant satisfaction on
within 21 days over the last for participants aged 7 and average across the four
6 quarters. above within 56 days. stages of the participant
pathway.
91% 91% 83%
of complaints are closed of reviewable decisions of participants rated the
within 21 days, compared to completed within 90 days, planning process as either
67% a year ago. compared to 51% a year good or very good.
ago.
1 Key highlights taken from the 30 June Quarterly report 2021.
Full details can be found in the NDIS Q4 report.
10Corporate Plan 2021–25
We’re improving
the NDIS so it works
better for everyone.
11Corporate Plan 2021–25
2
Building a better NDIS in partnership
with people with disabilities, their
families, communities and the
disability sector
The NDIS has been life changing for many Australians, with over half of
participants receiving supports for the first time. However, like every new
social reform, there is still more work to be done.
12Corporate Plan 2021–25
We are always listening to participants, their carers We will work together with people with disability,
and families and the community to understand their carers and families, the disability sector
how we can build a better NDIS. Through these and the community to address priority areas for
conversations, we know that: reforming and improving the NDIS. This work will be
• it is sometimes hard to understand how the underpinned by a new partnership agreement with
NDIS works the Independent Advisory Council and disability
representative organisations that includes co-
• it is hard to understand what the NDIS does and
doesn’t fund design principles and a forward consultation and
engagement roadmap.
• our processes can sometimes be confusing and
take longer than people expect This agreement will also reflect both the
• people with similar needs sometimes get very Independent Advisory Council’s recent advice on
different levels of funded support. reforms and improvements to the NDIS, and the
statutory role of the NDIA in administering the NDIS.
It is our responsibility to make sure participants
continue to receive the reasonable and necessary
supports they need with choice and control over Delivering an affordable and
their plan. We also need to make sure the NDIS sustainable NDIS for all
remains sustainable so all Australians can be
confident it will be there for them if and when they Australians
need it over their lifetime.
We are committed to improving the NDIS in line
with the participant-focused vision embodied in the
A stronger partnership with 2011 Productivity Commission Report.
participants and the disability From the outset, it was envisaged that the NDIS
would support participants to exercise choice
sector on policy and service and control over their life with a fair, flexible and
design consistent package of reasonable and necessary
funding. The need for the NDIS to remain affordable
We know participants continue to experience was also integral to that initial vision.
challenges with the NDIS. We have consistently
The overall NDIS budget will increase significantly
heard that it is not as fair, simple and flexible as it
over the next four years. In the 2021–22 Budget
could be.
announced on 11 May 2021, an additional $13.2
We remain committed to improving the fairness, billion over four years was committed to the NDIS.
consistency and flexibility of the NDIS, in line
While the Portfolio Budget Statement (PBS)
with the participant vision embodied in the 2011
estimates provide an increase over the next four
Productivity Commission Report. We are also
years, data shows that the rate of growth poses
committed to ensuring the NDIS remains affordable
significant challenges to the affordability of the
and sustainable so that is available to Australians
NDIS. The average spend per participant has
with disability for generations to come.
increased 11.8% on average per annum between
1 July 2017 and 30 June 2021. This is higher than
wage growth, the 2017 Productivity Commission
projections and the assumptions built into the PBS.
13Corporate Plan 2021–25
Figure 1. A comparison of PBS four year estimates ($bn) in 2020–21 and 2021–22
34
32
30
28
($bn)
26
24
22
20
20/21 21/22 22/23 23/24 24/25
Financial year
PBS estimates 2020-21 PBS estimates 2021-22
The data in this graph is also presented in a table in the appendices.
In addition, the number of people with disability • defining a ‘reasonable and necessary’ funding
continuing to approach the NDIS is well above package that is fair for each participant, rather
projections, even in the areas that have been in the than individual supports
NDIS since the beginning. • maximising budget flexibility so that participants
can use their package in a way that best meets
The annual cost of the NDIS is projected to grow to
their needs.
$40 billion by FY2024/25.
We have a responsibility to make sure that growth These building blocks were fundamental to
is affordable over the long-term so the NDIS is the original design of the NDIS, as set out in
available to all Australians well into the future. the recommendations of the 2011 Productivity
Commission. They will deliver an NDIS that has
greater fairness and equity for all Australians with
Building blocks to deliver a disability and give participants more choice and
control over the supports and services they need to
better and affordable NDIS live their lives.
The building blocks for delivering a better and As a result, the 2021–25 Corporate Plan builds on
affordable NDIS are: activities detailed in the Participant Service Charter
• partnering with participants, their families, and and Participant Service Improvement Plan. In total,
the disability sector to plan, design, test and this effort will deliver a better, fairer, simpler, more
implement improvements flexible and affordable NDIS for all Australians
• delivering fair access and planning decisions for today and into the future.
all Australians with disability through a person-
centred approach that provides consistent and
equitable outcomes for all
14Corporate Plan 2021–25
Participant Service Charter and the Participant Service Guarantee
Our Participant Service Charter sets out what participants can expect from the NDIA. It provides
overall principles for the way the NDIA interacts with participants and details clear service standards
and timeframes.
Service standards are defined in the Service Charter through five engagement principles.
We work to ensure that every interaction with a participant is:
Transparent Responsive
We will make it easy to We will respond to individual
access and understand our needs and circumstances
information and decisions
Respectful Empowering Connected
We will recognise your We will make it easy to We will support you to
individual experience and access information and be access the services and
acknowledge you are an supported by the NDIS to supports you need
expert in your own life lead your life
The Participant Service Guarantee sets timeframes for key NDIS processes such as access, plan approvals,
plan reviews and nominee changes. Since mid-2020, we have been reporting against these standards in
our quarterly reports.
15Corporate Plan 2021–25
Participant Service Improvement Plan
The Participant Service Improvement Plan is the In the past 12 months, we have fully implemented
key to making real our promises in the Participant 16 commitments and started implementing
Service Charter and Participant Service Guarantee. another 23.
It reflects the feedback participants have given us
A full list of the commitments and our progress
and sets out specific and tangible commitments
towards achieving each of them can be found on
that we will use to build a better NDIS.
the NDIS website.
We will also be focusing on making our digital
services easier and more efficient for participants,
staff and service providers. This will include tracking
an access request online and making payments
easily through a new mobile app.
16Corporate Plan 2021–25
Participant Service Improvement Plan:
Commitment 2.6
We will be clearer on what reasonable and necessary Our ‘Would we fund it?’ guide also provides clear
supports means, with case studies and examples. examples and case studies on the things the NDIS
does and does not fund.
To help people understand how we make
decisions, we have been working hard to improve These new format guidelines do not make any
our guidelines. changes to the planning process. Instead, they
explain our existing process in more detail.
By the end of 2021, we will have rewritten all our
Operational Guidelines in plain English. This means This is part of our promise to make the NDIS more
more consistent language and less jargon. transparent and easier to understand.
Participant Service Improvement Plan:
Commitments 5.2, 5.3 and 5.5
Your plan will be longer and ongoing. Instead, we’ll continue to embed the participant
check-in approach we started during COVID-19,
It will be reviewed when you or we request it
which puts participants in regular contact with their
- for example if your circumstances change or
NDIA planner, Partner in the Community or Support
something significant happens in your life.
Coordinator to discuss if their supports are working
We will check-in with you on how the plan is going, for them.
and whether an update or review is needed.
Participant check-ins focus on meaningful
During the 2019 Review of the NDIS Act 2013 (the conversations about the participant’s goals, funded
Tune Review), participants told us they wanted supports and wellbeing, to make sure they are
longer plans and fewer reviews. getting the supports they need.
Longer plans will give participants the time, If a participant has a change of circumstances, they
flexibility, stability and certainty they need to set can request a plan review at any time or during
meaningful, long-term goals that give them greater their regular check-in.
choice and control over how they live.
The participant check-in process also helps us to
That’s why we are taking steps to make 24-month identify if we need to initiate a review because the
plans or longer the norm. Participants can now participant’s supports aren’t meeting their needs
choose to have plans of up to 36 months if their and can’t be used flexibly.
support needs are stable.
Longer plans mean that participants won’t have to
undergo a full plan review process every 12 months.
17Corporate Plan 2021–25
Delivering an integrated
service system for Australians
with disabilities
We know that people with disability achieve the Our Partners in the Community also help people with
best outcomes when they have access to the same disabilities, their families and carers access a broad
services and facilities as the broader community, range of community and government services.
such as housing, healthcare, education, justice and
In this way, we aim to work at both the individual
community safety, shops, sports clubs, transport,
and systemic level to support Australians with
websites and work.
disability to access and enjoy services available to
Disability supports provided through the NDIS are all Australians.
intended to complement, not replace, mainstream
The National Disability Strategy also sets out the
services provided by other parties.
responsibilities of all governments to support more
To deliver a more integrated service system for than four million Australians living with disability.
Australians with disability, we work closely with all Through a whole of government approach, the
Australian governments to build a strong mutual NDIS will be a significant contributor to delivery of
understanding of: the agreed outcomes in the strategy.
• how the NDIS and other service delivery systems It is anticipated that the new National Disability
interact and complement one another Strategy will be released in late 2021.
• how to determine the most appropriate funding
Additionally, the NDIS also gives effect to obligations
and service delivery approach.
Australia has under the UNCRPD, to which Australia
For further information please read the became a signatory in 2008.
Council of Australian Governments’ Principles to
Determine the Responsibilities of the NDIS and
other service systems.
18Corporate Plan 2021–25
3
Our operating environment
When determining our key priorities for the year ahead, we take into
consideration a range of internal and external factors that are likely to
affect operational and scheme performance.
Playing a pivotal role in driving Building a better NDIS enabled
outcomes through the revised by legislative reform
National Disability Strategy As the NDIS has moved from transition into ‘full
scheme’, it has become clear that key elements of
We all benefit from a more inclusive Australia
the original NDIS design outlined by the Productivity
where everyone has the same opportunity to
Commission have not been fully realised.
participate – both socially and economically.
The Minister for the NDIS has reiterated the
Collaboration across government, private and
Australian Government’s commitment to delivering
community sectors, as well as the broader
on these final elements.
community, is central to breaking down the
attitudes, practices and structures that can The NDIA and the Department of Social Services
prevent people with disability from: have been working towards implementing the
• participating fully in work recommendations of the 2019 Tune Review.
Together, we are examining changes to the
• staying connected with family and friends
legislation to enact the recommendations of the
• engaging with their community. Tune Review.
The new National Disability Strategy, which will be It is critical that we undertake this work to make
released later this year, provides an opportunity sure that the NDIS is equitable, sustainable and
to drive significant change through all levels of most importantly provides an improved service
government and deliver improved outcomes for experience for participants.
people with disability.
This approach will ensure people with disability
can access the same services and facilities as
the broader community, including healthcare,
education, transport, housing services and
community clubs and organisations.
The NDIS is a key player in the ecosystem of
supports that Australians with disability rely on.
20Corporate Plan 2021–25
Delivering a consistent,
high quality service experience
to all participants
The NDIS is an ambitious, world-leading social Technology can also improve service experience
reform and there is significant complexity in and maximise opportunities for people with
delivering a consistent, high quality service disabilities to participate in the broader community.
experience to 467,000 participants across the nation.
Wearables, sensors, robotics and artificial
With a workforce of more than 10,000 people intelligence are changing the lives of people with
designing, implementing and evaluating all a disability and becoming powerful drivers of
aspects of the NDIS, it is critical that we identify inclusion. Technology is also allowing many people
opportunities to streamline and improve the way with disability to reach their potential at home, in
we operate. their community and in the workplace.
Nothing can stop this self-confessed ‘MS Warrior’
Point Lonsdale’s Bree-Arne Manley is a self-confessed ‘MS Warrior’ and thrill seeker, ready to
tackle anything. She refuses to let her Multiple Sclerosis (MS) get in the way.
‘I want to reach as many Otway Ranges waterfalls as I can. The only way I can access some is to
go alongside them and abseil down into them,’ she said.
With her NDIS funding, Bree-Arne has been able to buy a new portable wheelchair and the Batec
hand bike, enabling her to hike waterfall trails with greater independence:
‘The portable wheelchair and Batec have seriously changed my
life. Now, I can access all areas of my house and I can tackle
waterfall trails, as long as my husband, Lachlan, is there to pull
me over anything I might get stuck on!’
When Bree-Arne and Lachlan go to a waterfall Bree-Arne can’t reach by path, they gear up
in abseiling equipment and down the muddy slopes they go, still able to enjoy the great
outdoors together.
‘It’s not an Otways trip if I’m not covered in mud from head to toe,’ Bree-Arne joked.
‘Prior to the portable wheelchair and Batec, if we were hiking to a waterfall and I was going too
slow, or being stubborn, crawling, Lachlan would throw me over his shoulder and off we’d go.
Or sometimes I would wait patiently in the car for the guys to return. But now I’ve got my
independence back and I can actually keep up and even overtake them at times!’
21Corporate Plan 2021–25
The use of telehealth and telecare during the Supporting vulnerable
COVID-19 pandemic has also had an enormous
impact on those living with disability in remote areas. population groups
These advances have the potential to improve We recognise the importance of a participant’s
outcomes and experience for participants, and help ability to experience the ‘dignity of risk’, and their
simplify our operations. right to make decisions for themselves on how they
We also recognise the ethical challenges and choose to live their life. We are working to improve
risks that technology present. We will make sure NDIA processes and communicate our expectations
participants are aware of potential issues and have to the sector on how to support a participant’s
the choice to opt-in or opt-out as they so choose. decision making.
In addition, we are deeply committed to supporting
Australians with disability to exercise choice
Moving towards a and control to live life safely. It is abhorrent that
post-COVID new normal violence, abuse, neglect and exploitation of people
with disability continues in Australian society.
COVID-19 has significantly changed the way we
Several Royal Commission hearings and Joint
live, work and play. The impacts are far-reaching
Standing Committee Inquiries are underway or
and will persist for some time as the vaccination
have recently ended. We will continue to actively
program rolls out and social and economic recovery
participate in these inquiries and their outcomes.
efforts continue.
We will engage with Commissioners, staff, partners,
We have been working hard to deliver new and stakeholders and participants to ensure we get the
enhanced capability that ensures participants and best outcomes for people with disability.
providers are supported throughout the pandemic.
It is important that violence, abuse, neglect and
This includes the participant check-in process,
exploitation of people with disability in all settings
which was developed in response to the successful
and contexts are exposed and examined, including
COVID-19 outreach calls to vulnerable participants
through the sharing of individual experiences. Many
in 2020. Participant check-ins are now an ongoing
participants, their carers and family members
feature of the NDIS and are designed to complement
have given evidence in these inquiries and we
and incorporate scheduled plan reviews.
acknowledge their courage and strength to share
Our improved internal capability means we are their personal stories.
ready to support participants in the event of an
outbreak. We are also supporting the Department
of Health in rolling out the vaccine to participants,
including providing assistance for providers to help
participants in supported independent living access
the COVID-19 vaccination.
22Corporate Plan 2021–25
Strengthening Scheme integrity
We are committed to educating, preventing and not reasonable. We will undertake work to further
detecting fraud and non-compliance and most strengthen fraud and integrity measures through
importantly to protecting all participants. We amendments to the NDIS Act.
maintain a zero-tolerance approach to fraud.
We want to support participants to get the most
We have a range of comprehensive compliance out of their NDIS funded supports, and make sure
activities to identify, investigate and act on they spend their funds in accordance with relevant
fraudulent activity in relation to the NDIS. This laws, legislation and regulations. We will continue
includes working with the Australian Federal Police to to deploy a range of preventative and reactive
proactively identify, warn, and prosecute offenders. measures to identify, notify, and reduce instances of
non-compliance and inappropriate action. We will
We are aware of some providers engaging in
also focus on building participant knowledge and
unacceptable behaviour, including inappropriately
capability on what fraud looks like, how to report it
charging NDIS participants for services that are
and how to use NDIS funds appropriately.
23Corporate Plan 2021–25
Case Study
NAIDOC award just one of Peter’s
growing list of achievements
‘He’s made really good progress in the last 12
months.
‘He’s such an awesome man and he just loves
working with children and helping out in his
community every way he can.’
Peter belongs to the Kurtijar Aboriginal group.
He is still a fervent fisherman and spends
most afternoons at the local Norman River
angling for something to take home to his
extended family for dinner.
Peter Midlan barely had the confidence to
His life has changed dramatically since joining
speak a year ago.
the NDIS.
The 42-year-old Aboriginal man from
With help from support workers, Peter has
Normanton in the Gulf country region of
been learning new life skills, socialising more
northwest Queensland spent most of his time
and learning to communicate with others to
alone fishing. He was afraid to talk to others,
pursue his goals.
especially anyone he didn’t know.
Peter now takes part in a variety of activities
These days Peter is a changed man. He’s
that add joy and richness to his own life, as
happy to chat with people, loves catching up
well as the lives of others in his community.
with friends to do art or sing and he’s busy
helping others in his local community. He enjoys volunteering at the Carpentaria
Shire Council Local Sports Centre where he
Peter lives with an intellectual disability, which
often helps supervise children’s activities.
affects his communication and social skills.
In recognition of his efforts, Peter has
Since the NDIS began supporting Peter
been honoured for his volunteering work
four years ago, he has gained confidence,
with a NAIDOC award for his ‘outstanding
increased his independence and become
contribution to the Normanton community’.
an active and important member of his
community. ‘I was very happy for that,’ Peter said. ‘It
made me feel pretty good and the family was
‘Peter had a lot of trouble communicating, he
pretty happy.’
would just freeze, even with people he knew.
He didn’t speak at all about a year ago,’ said
Anthea Amos, Peter’s NDIS-funded support
worker with provider, Cootharinga North
Queensland.
24Corporate Plan 2021–25 ‘There’s no way I could do without that support, everything I do is because of the support I have around me through the NDIS.’ – NDIS participant
Corporate Plan 2021–25
4
Our strategy
Our high-level strategic roadmap for 2021–25 continues the three
phases outlined in the 2020–24 Corporate Plan.
All three phases will be implemented over the life of the Corporate Plan. Individual activities will
increase or decrease in intensity depending on the priority and focus outlined in the strategic roadmap.
Figure 2: Strategic roadmap
Now
Jan 2021 Dec 2025 and beyond
Operational Strategic Strategic
improvements improvements outcomes
(now to end 2021) (now to end 2022) (now to 2025 and beyond)
• Reduce backlogs and • Improve the end-to-end • Sustain improvement in
waitlists participant experience participant outcomes
(via the Service (participation in
• Meeting existing targets
Improvement Plan) employment and social/
(and future legislated
community activities)
Participant Service • Embed the Participant
Guarantee) Service Charter
• Deliver tactical • Strengthen policies,
improvements to procedures and controls
participant experience to ensure financial
and pain points sustainability
• Reshape the Scheme
and Agency
26Corporate Plan 2021–25
Our efforts in 2020–21 focused on addressing • co-design a new person-centred model that
operational improvements including: delivers consistency and equity in access and
• responding to COVID-19 and ensuring participant planning outcomes and is consistent with the
safety legislative requirements for assessments in the
NDIS Act
• improving operational efficiency and
effectiveness to: • establish a new partnership agreement with
• meet the Participant Service Guarantee the Independent Advisory Council and disability
representative organisations that includes co-
• reduce wait times
design principles and a forward consultation and
• serve participants in accordance with the
engagement roadmap.
Participant Service Charter
• delivering improvements as identified in the In addition to realising our own strategic priorities,
Participant Service Improvement Plan it is important we work with other organisations
• developing stronger policies, procedures and to achieve the overall purpose of the NDIS and the
controls to address financial sustainability issues NDIA. This includes:
• building capability to implement reforms and • ongoing interaction with the Minister, Ministerial
improvements to the NDIS. Council and Department of Social Services to
deliver a portfolio of initiatives that enhance
In 2021–22, we will: NDIS outcomes
• maintain our focus on strategic improvements by • engaging with the Commonwealth, state and
delivering the actions in our Participant Service territory governments, along with the broader
Charter and Participant Service Improvement Plan disability sector to better align mainstream and
other support services.
27Corporate Plan 2021–25
Our aspirations
We have five aspirations that are aligned with our purpose and contain specific strategic goals and focus
areas, outlined in the following figure.
Figure 3: Strategy framework
Our purpose is to ‘support individuals with a significant and permanent disability (participants) to
be more independent and engage more socially and economically, while delivering a financially
sustainable NDIS that builds genuinely connected and engaged communities and stakeholders.’
1. A quality experience 2. A competitive 3. A genuinely
and improved outcomes market with connected
for participants innovative and engaged
supports stakeholder sector
1.1 Improve participant economic 2.1 Develop a market 3.1 Enhance
and social outcomes with high quality, stakeholder
competitive and sentiment and
1.2 Improve plan quality through innovative supports confidence
equitable and more flexible and services
budgets and streamlined 3.2 Strengthen
decision making 2.2 Improve the NDIS meaningful
provider experience partnerships and
1.3 Deliver a quality experience in consultation with
line with the Participant Service governments and
Charter and Guarantee the community
1.4 Provide ongoing participant
care, safety and support for
decision making
4.1 Maintain strong staff 4.2 Enhance efficiency
engagement and and effectiveness of
4. A high-performing NDIA wellbeing through a processes and systems
time of transformation
5.1 Ensure NDIS costs 5.2 Improve the control
5. A financially
remain financially environment to maintain
sustainable NDIS sustainable Scheme integrity
28Corporate Plan 2021–25
Aspiration 1
A quality experience and improved
outcomes for participants
Facilitate outcomes of economic and social independence
and deliver a quality service for participants and their families,
carers and providers.
Participant outcomes are at the centre of our • being clear in our decisions and
work. While COVID-19 presented a number communications
of challenges in the past year, the proposed • simplifying our processes to support people
initiatives are designed to drive better to access NDIS
outcomes for participants over the life of the • providing funding packages needed to
Corporate Plan. achieve better participant outcomes
We will assist participants to build their • supporting groups requiring additional
capacity to participate socially and support to access the NDIS, receive a plan
economically and become more independent. and use their supports through our diverse
cohort strategies (e.g. Aboriginal and Torres
We will continue our work on the Participant Strait Islander).
Service Charter and Participant Service
Improvement Plan to ensure we make good This will mean faster decisions on access,
on the commitments we made in 2020. plan approvals and plan reviews and will
build on the improvements made to reduce
We will continue to listen to and work closely
wait times.
with participants, their families and carers to
achieve this by: While the timeframes outlined in the
Participant Service Guarantee have yet to
• making decisions in the timeframes
outlined in the Participant Service be legislated, we have been measuring
Guarantee and meeting many of these timeframes for
some time.
• being transparent about our decision
making process
29Corporate Plan 2021–25
Our specific goals under this aspiration and examples of initiatives that we will
undertake to achieve these goals are outlined below:
1.1 Improve participant economic 1.3 Deliver a quality experience in line with
and social outcomes the Participant Service Charter and
Guarantee
• Deliver sustainable employment
outcomes for participants through the • Update operational processes to ensure
implementation of the Employment key performance indicators and timelines
Strategy in partnership with the outlined in the Participant Service
Department of Social Services. Guarantee are met.
• Build participant capacity to engage in • Improve the way we deliver our services
community and social activities, enabled in accordance with the Participant Service
by meaningful connection to our Partners Charter engagement principles.
in the Community. • Upgrade our participant portal and
• Develop a new approach to home and release an accessible mobile app.
living that gives participants more choice
and control over where they live, who
1.4 Provide ongoing participant care,
they live with and the supports they use. safety and support for decision making
• Provide eligible children with access • Increase support for participants to
to world-class early childhood make their own decisions, including
intervention to help them achieve their stronger participant capability and,
developmental milestones. where appropriate, reduced reliance on
nominees and representatives.
1.2 Improve plan quality through equitable • Increase opportunities for participants to
and flexible budgets and streamlined experience the dignity of risk.2
decision making
• Redefine the way we support participants
• Increase plan flexibility so that
with complex support needs.
participants have greater choice and
control over the supports they need to • Ensure continuity of essential disability
pursue their goals. funded supports for all participants,
especially the most vulnerable.
• Deliver fairer and more equitable access
and planning decisions and funding • Work with our partners, Commonwealth,
support through the introduction of a state and territory governments and
new co-designed person-centred model. other key stakeholders to support
participant safety.
• Work with governments to clarify what is
considered a reasonable and necessary
support and whether these supports
should be provided by the NDIS or other
mainstream or community services.
2 Dignity of risk means giving a person the right (or dignity) to take reasonable risks in their
own lives so that they may experience greater independence and self-determination.
30Corporate Plan 2021–25
Aspiration 2
A competitive market with
innovative supports
Work with participants and other stakeholders to enable the
growth of a market of adequate size, quality and innovation.
There is a diverse range of providers • promoting contemporary and evidence-
delivering disability supports across the based supports and services
country, including existing organisations that • increasing competition and price
transitioned from state and territory disability deregulation by mitigating the risk of
systems and new providers entering the limited market readiness
market for the first time. • simplifying NDIS processes to drive greater
productivity
We will continue to work with stakeholders
to support the market to grow so that there • assisting communities in specific
is a reliable supply of quality and innovative geographical locations to build local supply
solutions.
supports that meet participant needs and
goals at a price that is reflective of the
We will improve the efficiency of interactions
market.
among the NDIA, participants, providers and
We will continue to refine our approach as we other stakeholders through the delivery of
respond to emerging market issues, limited an enhanced Application Program Interfaces
variety, inaccessible services and limited (APIs) system. This will automate processes
consumer choice. and enable Digital Partners to connect their
systems directly with ours.
We will continue to work with participants
and providers to help shape the market and We will continue to seek advice on how to
better respond to participant demand by: improve our digital ecosystem from the
• empowering participants as consumers recently established Digital Community of
of disability supports and services and Interest.
increasing informed purchasing of supports
To ensure participants gain timely access
• encouraging providers to continue to put to high-quality supports, there may be
the participant first in their service delivery circumstances where we will directly
models
commission services on their behalf.
• encouraging the market to find innovative
ways to respond to the needs of
participants
31Corporate Plan 2021–25
Our specific goals under this aspiration and examples of initiatives that we will
undertake to achieve these goals are outlined below:
2.1 Develop a market with high quality, • Support the implementation of the NDIS
competitive and innovative supports Quality and Safeguarding Framework, the
and services National NDIS Workforce Plan and the
• Collaborate with governments, National Disability Employment Strategy
communities, providers and other key by the Department of Social Services
stakeholders to address markets with and the NDIS Quality and Safeguards
supply gaps, especially in regional, Commission.
remote and very remote areas. • Collaborate with local communities,
• Support the development of new and participants and their representatives
innovative markets for home and living and providers to drive market
supports to increase participant choice improvements that are culturally safe
and control over who they live with, where and best meet their needs (for example,
they live and the supports they use. encouraging entry of new providers).
• Work with governments and stakeholders
to reduce the number of younger people 2.2 Improve the NDIS provider experience
living in residential aged care facilities. • Implement processes and systems that
• Improve how participants get support for assist providers to operate effectively
implementing and managing their plans. under the NDIS and simplify how they
work with us.
• Support market development and
innovation so that participants have • Enhance provider claim and payment
access to a greater range of supports and systems to provide more efficient and
services. timely payments.
• Continue to simplify our price guide, • Enable providers to engage with us via
support catalogue and pricing more secure technology, including APIs, as per
generally. our Digital Partnership Program.
• Consult with providers regularly to
identify continuous improvement
opportunities that will enhance provider
confidence and sentiment.
32Corporate Plan 2021–25
Aspiration 3
A genuinely connected and
engaged stakeholder sector
A strong and engaged stakeholder sector that genuinely
collaborates and contributes to the delivery of the NDIS, with
confidence in the NDIS.
To successfully deliver and improve the NDIS, We also recognise the important
we need the input, expertise and advice contributions made by government agencies
of participants, their families and carers, and other stakeholders to achieve our shared
providers, the disability sector and community goals and aspirations.
The NDIS was born in 2013 as a result We will continue to work collaboratively
of a grassroots campaign along with the to promote and strengthen the roles
Productivity Commission’s public inquiry and responsibilities of all governments,
into Disability Care and Support. Both were mainstream and community services.
backed by thousands of people who came
We will ensure a coordinated whole of
together to demand a fair go for Australians
government approach to supporting people
with disability. We’re proud of the strong
with disability by consulting, engaging and
community and sector ownership of the NDIS.
collaborating with stakeholders. This aligns
We will strengthen our partnerships with with the proposed vision of a new National
people with disability and their representative Disability Strategy that will make sure people
organisations through deep engagement and with disability can fulfil their potential
a partnership agreement that includes co- as equal members of a more inclusive
design principles, so that we can reform and Australian society.
improve the NDIS and ensure it delivers on
We will work closely with the Department
the participant-focused vision embodied in
of Social Services and the NDIS Quality and
the 2011 Productivity Commission Report.
Safeguards Commission in line with our
Tackling affordability, again in partnership responsibilities under the Commonwealth
with the disability community and Performance Framework.
governments, will also remain a priority so
that we can ensure the NDIS is in place for
generations to come.
33Corporate Plan 2021–25
Our specific goals under this aspiration and examples of initiatives that we will
undertake to achieve these goals are outlined below:
3.1 Enhance stakeholder sentiment and 3.2 Strengthen meaningful partnerships
confidence and consultation with governments
and the community
• Develop a partnership agreement to
outline co-design expectations for working • Consult and cooperate with Disability
together that recognises the statutory Ministers and state and territory
decision-making responsibilities of the governments to administer the
Board and the NDIA. funding and governance arrangements
for the NDIS.
• Develop a roadmap of, and framework for,
engagement on Scheme reform. • Engage with the mainstream and
community sectors.
• Continue to simplify the language we use
to deliver clear, accessible communication • Engage participants, mainstream and
across all our channels. community stakeholders through the
delivery of inclusive and diverse events
• Continue to implement and refine our
and engagement activities.
satisfaction and sentiment surveys so
that we can gather, share and act on • Actively seek and act on participant and
stakeholder feedback. stakeholder feedback and expertise to
improve operations, particularly from
• Build greater understanding of new
participants whose voices may not
financial sustainability issues facing the
always be heard.
Scheme.
34Corporate Plan 2021–25
Aspiration 4
A high-performing NDIA
Develop a high-performing NDIA that has an engaged workforce
with systems and processes that facilitate service excellence.
We aspire to be a high-performing service This is something that we have worked hard
delivery organisation that delivers consistent to maintain during the COVID-19 pandemic
quality services to participants, their families and will continue to do so as we move
and carers. towards ‘COVID-normal’.
Over the next 12-18 months, there will be Our values
significant change as we continue to deliver
We are focused on developing a capable,
on the commitments in the Participant Service
engaged and healthy workforce that builds on
Charter, Participant Service Improvement
our reputation as an employer of choice.
Plan and a range of other reforms and
improvements to the NDIS. We do this through a values-driven culture,
based on those of the Australian Public
Staff engagement and wellbeing is critical to
Service (APS) and supplemented by our own,
delivering this volume of change.
as detailed below.
We value people.
We put participants at the heart of everything we do.
We grow together.
We work together to deliver quality outcomes.
We aim higher.
We are resilient and always have the courage to do better.
We take care.
We own what we do and we do the right thing.
35Corporate Plan 2021–25
Our people are committed to supporting to integrate the new processes, systems
participants to achieve their goals. Equally, we and skills necessary for transition to a new
are committed to supporting our people to delivery model. We will do this through careful
realise the aspirations and goals identified in planning and change management.
the Corporate Plan.
Our capability uplift will be supported
We will ensure our people are engaged, by a range of systems and technology
have the right skills and knowledge and enhancements including:
are supported by systems and processes to • implementing a new Customer
deliver our operational goals by: Relationship Management (CRM) system
• enabling staff and partners through a full • improving our social media monitoring to
range of tools to provide a high quality better understand real-time sentiment and
experience issues
• providing additional guidance materials to • increasing operational effectiveness and
support the changes being implemented efficiency in a post-COVID remote working
across our front-line services. environment
• enhancing digital engagement,
We will build the capability of our workforce
transactional capability and security with
to deliver on our strategic and operational
participants, their families, carers and
goals now and into the future. This will providers.
include training and upskilling the workforce
Our specific goals under this aspiration and examples of initiatives that we will
undertake to achieve these goals are outlined below:
4.1 Maintain strong staff engagement • Implement a new customer relationship
and wellbeing through a time of management (CRM) system to support
transformation improved service experience for
• Build and sustain workforce capability participants, providers and NDIA staff
so that our people have the skills and and partners.
knowledge to deliver the NDIS. • Improve our payments and claims
• Enhance health, safety and wellbeing capability for participants.
initiatives so that our people feel safe • Enhance operational guidelines and
and supported at work. support materials to assist front-line staff
• Champion disability employment so and partners deliver a quality experience
that we are truly reflective of the diverse and better outcomes.
community we serve. • Improve our staff and partners’ capability
and adherence with operational systems
4.2: Enhance efficiency and effectiveness of and processes.
processes and systems
• Simplify ongoing processes for
participants, frontline staff and service
providers through enhanced digital
services.
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