ICT information session - National Disability Insurance Scheme

National Disability Insurance Agency
ICT Industry Information Session
Sydney Masonic Centre
20 August 2015
Welcome
Today’s agenda
•
Keynote: Sean Fitzgerald
•
The NDIA journey to date
•
NDIA technology direction
•
Role of technology in the ecosystem
•
Panel discussion
•
What’s next?
3
Keynote
(via video)
The NDIA journey to date
NDIS and the NDIA
The NDIS is a
significant reform,
and a world first of
its kind
$22 Billion
per annum
cost
The NDIS frees up a lot
of stress on me, now I
know that Joe will have
more opportunities to
participate in society
- Participant’s parent
460,000
participants
2 to 3
million
carers and
family
members
6
The NDIS will empower participants
•
Supports tailored to individual needs
•
Insurance approach for sustainable costs
•
Choice and control is central
•
Needs-driven
•
Delivered in local communities
•
National coverage
7
Scheme Achievements
8
What we have learnt
•
We know that people with disability
must be at the centre of the NDIS.
•
It is essential that participants have
choice and control in order to
achieve social and economic
independence and participation.
•
We know that families, carers and
informal supports are critical to the
success of the scheme.
Listen
Deliver
Learn
Build
9
The impact of the NDIS – Janet
Since being able to
communicate again, the
smile hasn’t left Janet’s
face. It’s like she has been
released, after being
trapped in her body.
- Janet’s husband
10
The impact of the NDIS – Frank
Frank’s NDIS plan has been
great. Now he has all his
supports in place we can
operate much better as a
family. I can concentrate
more on being his mum.
- Frank’s mum
11
The role of the NDIA in the disability sector
Analyse & Monitor
Gain a better understanding of best
practice, market share and pricing
Facilitate, shape
and inform
Engage and provide information
to stakeholders in accessible
forms
Intervene
Utilise agreed interventions, on
an exceptions basis, to address
thin markets
12
NDIA technology
direction
Technology will empower people with disabilities and
support increased social and economic participation
• It is a benchmark of our society that we have
committed to providing people with disability
with choice and control over their own
needs
• Technology is the foundation of this social
transformation – the NDIS will catalyse an
ecosystem of innovation across the
economy
Technology is a liberator.
Technology liberates me
from the constraints of
my disability to live my
life normally.
- NDIS Participant
Image source: http://franciscanhospital.org/wp-content/uploads/2013/09/ACAT-2.jpg
• We will use technology to deliver equal
connectivity between the city and country
and enable integrated provision of care
• We aspire to a new digital experience that
informs and empowers people with
disabilities
14
The NDIA ICT Strategy is focused on driving innovation
and collaboration to deliver world-leading ICT services
1
Delivering leading ICT
services in partnership
with DHS and meet the
requirements of the
NDIS model
3
PEOPLE WITH
DISABILITY
Drive innovation in the
ecosystem to underpin
market sustainability and
community inclusion
2
Assuring the end-to-end design and delivery of ICT capabilities
15
We plan to adopt new ways of working to build a flexible
technology platform
INNOVATION
KNOWLEDGE
CO-DESIGN
EFFICIENCY
Key
takeaway
CONNECTION
A flexible technology platform will be critical to ensure we meet
the needs of participants, carers, families and service providers.
16
The Full Scheme ICT Solution will be a phased
implementation over ~3 years
Phases
JUL 15
JAN 16
FOUNDATION
SUPPORT
JUL 16
SURGE
PREPARATION
Pilot
SURGE
SUPPORT
JAN 17
JUL 17
DEC 17
MARKET
SUPPORT
Full Scheme Launch
TRANSFER
Streams
Initial transfer of core
infrastructure and
actuarial data.
TRANSFORM
Remove the manual administration and inefficiencies across the endto-end solution, achieved through work that will automate and
connect processes.
TRANSCEND
Build on a stable foundation of ERP, CRM, case management and reporting by introducing innovative capabilities
that will support self-managed digital services.
17
DHS’ role and capabilities overview
• DHS has commenced the design and planning of the Full Scheme ICT
solution.
• ICT Services include:
o End user computing and infrastructure
o Actuarial and information management, incorporating data warehousing
and analytics
o Business applications to support business functions, such as
appointments, feedback management, local area coordinator functions
and provider functions
o Channels and digital, such as an eMarket,
website and provider directory, and
o Corporate applications, such as HR, finance,
e-learning and records management
• Building on existing capabilities.
18
DHS provides a set of reusable building blocks
Service
Provider
Management
Customer
Management
Channels
Channel
Management
Work
Management
Service
Matching
DHS Core
Capabilities
Case
Management
Guidance
Notification
Service
Assurance
Eligibility &
Entitlements
Compliance
Payments
19
Solution accelerators
Platform
Rural &
Remote
Reach
Volume &
Scale
NDIA
Solution
Accelerators
Digital
Services &
Express
Apps
Industry
Enrichment
Concept
Lab &
Co-Design
20
Customer focus
•
•
•
•
Concept lab – co-design with participants and testing of prototypes
Large network – over 400 Services Centres including myGov shopfronts
DHS sites and web based apps must comply with WCAG 2.0 AA guidelines
DHS’s accessibility baseline includes three Assistive Technologies – Zoomtext
(screen enhancer), JAWS (screen reader) and Dragon Naturally Speaking
(voice recognition)
• Focus on innovation for future Human-Machine Interface technology
Current dominant stack
• The department’s current dominant stacks include:
o SAP for transactional services
o Microsoft for desktop and collaboration
o SAS and Teradata for analytics and insight
o Telstra for telecommunications
• HP – Dandelion program –11 traineeships for people with Autism Spectrum
Disorder in the DHS ICT Hub in Adelaide
21
Working with NDIA & DHS
Opportunities for vendors working on ICT
solutions for the NDIS might include:
•
While DHS is providing the core
solution stack, there are many areas
where industry can provide
components to uplift DHS solutions to
meet NDIA requirements (e.g.
contextual user experience)
•
The nature of DHS’s vendor
relationships are not the same as for
the NDIA
•
The opportunities are not just for large
organisations – small vendors and
start-ups may also play a key role
22
Each stakeholder plays a key role to bring the solution
together
People with
Disability
Governments
Providers
Next we will talk
about the role that
the ICT industry
will play in
completing this
picture
23
Break for 15 minutes
Role of
technology in the ecosystem
People with disability are at the centre of an ecosystem
with wide-ranging opportunities
PARTNERS
PARTNERS
NDIA
Deliver a worldclass social
insurance system
NDIA
Collaborate to drive
innovation and create
stakeholder value
PROVIDERS
PARTICIPANTS
PROVIDERS
Co-design exemplary
disability support
services
PARTICIPANTS
Ensure provider
market readiness
Development
of global
standards
Opportunities to form
partnerships to
collaborate and
innovate
26
The development and adoption of global standards will
help to ensure interoperability across the ecosystem
Providers
Payments
authorities
Software
developers
Standards
bodies
Global standards
Claiming
standards
Payment
mechanisms
Data
dictionaries
Application
programming
interfaces
Classification
standards
27
Assistive Technology for Participants… what’s the big
deal?
 Used extensively
 Highly impactful
40% of participant plans include AT
Enabling participants' independence
& social and economic participation
Converging “mainstream”, digital
and traditional aids & equipment
Very high impact on quality of life
relative to cost
$1b p.a. in Scheme by 2020, but
value contribution much higher
Can disrupt the NDIS marketplace and
enable new service delivery models
28
Assistive Technology – three priority areas
Innovative supply-side market
• Capture information and build an evidence base
• Stimulate, test and trial existing, new and mainstream technologies
Informed, active, participant-led demand
• Nationally consistent, multichannel information model
• Participant capacity building, processes optimise choice and control
Sustainable scheme that generates economic and social value
• Information to support all types of AT sourcing
• Sourcing approaches include free market to central procurement
• Intervening only when this improves outcomes for participants and provides
value for the Scheme
29
Benefits for Participants and the NDIS
Participants choose products to meet their needs
•
Better information available
•
Innovative products encouraged and trialled
•
Better products chosen on merit and
value for money
Improve product, service quality and waiting times
•
Regulate where necessary in highly technical areas
•
Improved supplier performance from portal feedback & competitive processes
•
Refurbished items for trial and reissue where appropriate
•
Certainty of supply arrangements and forecasting demand
Benefits for the NDIS
•
Innovate new service delivery models, address potential market failure
•
Sourcing can generate value of over $160 million per year while preserving choice
30
Value
eMarket – a tool for buyers, sellers and the NDIA
Connect
Choice and control
Providers with
Inform participants
NDIA operation savings
Participants
Market stewardship
Innovative providers
Inform the NDIA as a
market steward
Lower barriers of entry
Considerations
Achieve operating efficiencies
Quality & safeguards
Private eMarkets
Market shape
eMarket synergies
NDIA’s ability to
monitor and enable the
market
Collaborate with Govt
eMarket initiatives
Data and market
insights
NDIA eMarket solution will be critical in market stewardship and risk mitigation
31
NDIA eMarket ecosystem vision – at market maturity
1
NDIA
eMarket
footprint
Market & transactions
data
ILLUSTRATIVE
Regulatory
framework
2
Private
eMarket
Private
eMarket
Support
eMarkets
3
Providers
Private
eMarket
Private
eMarket
Local Area
Information,
Coordinator
Linkages &
Support Capacity Building
Participants
32
Phased roll-out of the NDIA eMarket
Competitive multiple
eMarket environment
Current
State
Prototype and eMarket
co-design activities
Participant referral
infrastructure in place
(Intermediaries)
Communication of NDIA
eMarket capability
implementation phasing
4
Fully
functional
3
Developing
Market sounding on
eMarket ecosystem
requirements
1
Basic online
tools
2018
2
NDIA market
analytics and
industry insights
available to market
Foundation
Ecosystem concept
and NDIA eMarket
stewardship role
defined
Integrating private
eMarkets with Agency
ICT and eCommerce
33
Panel discussion
•
There are ICT service providers, software developers, financial services organisations
and technology companies both small and large in attendance. What are some of the
opportunities the agency sees for the ICT industry in a little more detail?
• In due course we’ll be calling out specific challenges that we’ll need to work with
industry on. We are also open to hearing about innovation across the technology
industry. There will be a whole range of different forums and channels that we’ll be
using to work together with the technology industry.
• The major opportunities are assistive technologies, payments, analytics and to identify
insights from our structured and unstructured data.
• An opportunity also exists regarding how the government eMarket and the private
eMarkets will interact, as well as some of the APIs we are going to need to support that.
• A further consideration is about how to get the appropriate level of reach for those
people in remote areas to be able to interact with our services digitally.
•
Previously the NDIA has worked on projects that cover similar issues as being
discussed today. Is the NDIA intending to go back and look at some of the previous
technology projects proposed – because they were seeking to solve some of these
issues shared today?
• We’ve audited the previous work and we know what’s there. Clearly the time is
becoming more right for us to have a look at those again and to see how they might
support the initiatives we’re discussing today.
•
It is assumed that there are some panels which suppliers need to be on in order to
sell to the Commonwealth Government. What are the agency’s plans around that?
• The NDIA is intending to set up advisory panels or forums. These may not be ongoing,
and they may be quite focussed on particular topics/opportunities. For example, we will
be engaging in the development of capabilities not traditionally seen in government,
such as contextual interfaces and gamification.
• Governments are interested in different ways of commissioning and we hope we will be
at the forefront of doing this efficiently and effectively.
• We absolutely need the small and innovative organisations to be part of this and we will
work to ensure that procurement is not going to stop that.
•
The session has described the need for innovation and being at the leading edge, but
being in ICT we don’t always get it right the first time. How is government going to
handle refining these products with actual participants?
• The way DHS is approaching it is through their Innovation Centre which will provide an
open invitation to industry to come and showcase what they think should be part of our
ICT ecosystem over the next 5 years. A similar NDIS Technology Lab is also currently
being stood up.
• By doing this we will be able to de-risk some of these new capabilities before we bring
them into our ecosystem. This is a marathon, not a sprint and is something that we will
build over the next 10 years or more.
• What the agency seeks to do is not necessarily get it perfect the first time, but
demonstrate that we’re watching how its working and to course correct as quickly as
possible.
•
Given that the NDIA is interested in gamification and mobile technology, and there is
no official mobile standard at the moment (it’s an emerging W3C standard), how does
the NDIA intend to test and check that solutions are accessible if ICT providers don’t
have a governing standard to guide them?
• User experience is a key part of the NDIS. It’s complex in the disability sector because
we have to put some context around a client base that have a wide range of disabilities.
• We will have to establish a block or segment-based approach which considers the
types of disabilities that people have and test solutions against that.
• We will be working with participants and their families to test technology to ensure
solutions meet their needs.
• This is where NDIA needs to engage very broadly – this is not something we can do by
ourselves.
•
Can you explain the governance in relation to the trial sites and the usage of a
federated toolset in relation to the NDIS?
• The trial sites are using platforms provided by the Department of Social Services. The
trial sites started in this way because the scheme was brought forward a year ahead of
its schedule by the previous government, and hence there was a need to very quickly
piggy back on systems that existed then.
•
Could you provide a definition on the word ‘provider’? Is the NDIA providing
supportive tools and assets to providers or these to be delivered directly by the
provider?
• There will be different types of providers, but by and large the vast bulk of these will be
the suppliers of reasonable and necessary supports and products to a participant in
accordance with a participant’s plan.
• There is another layer of providers who will be other intermediaries performing some
form of brokerage, plan management or intermediary function to help participants
interact with the NDIS and access support.
•
How is the agency seeking to make unstructured, large amounts of data available to
the provider communities and interested parties so that they can become much better
informed about what’s happening in the marketplace and to generate alternative
strategies?
• In principle, we will be providing as much data as possible, both structured and
unstructured, for the market to connect ideas and solve problems.
• We are dealing with some very sensitive data about individuals, so we’ll push what we
can out to the market, as soon as we can.
• We will be able to leverage data to understand which combinations of local area
coordination, service delivery models and providers are delivering the best outcomes,
to help drive better performance across the NDIS.
•
How will the eMarket move from a vision to a reality in line with the 12 month
timeframe presented?
• The internal build of the agency eMarket will be done in conjunction with DHS as part of
the broader ICT program. In the next six months we are going to have co-design
activities with participants and providers and further develop functionality and useability.
• In parallel with that, in the next 2 months, we will be talking to people that have
expressed an interest in having their own eMarket product.
• After this session we will be commencing engagement on some specific opportunities
and want to hear from those organisations interested in being involved in that.
What’s next?
CHANNELS
Market engagement landscape
Hackathon
Design Thinking Jam
OPPORTUNITIES
STAKEHOLDERS
Demonstration
Workshop
Conference & Briefing
Survey & Interview
Webinar
Governments
Providers
eMarket operators
Financial intermediaries
Universities
Participants, carers and
families
Brokers and Plan
Management Providers
Assistive technology
developers & suppliers
Peak bodies, associations
and advocacy groups
Software developers, vendors &
systems integrators
Provider supports &
tools
►
►
►
►
NDIA ICT rollout plans
Consultation regarding
payments processes
APIs for interaction with
provider systems
New claiming and payment
methods and mechanisms
Assistive technology
►
Feasibility of innovation hub for
AT
Participant supports &
tools
►
►
Developing content and
information portal for AT
►
►
Sourcing and operation of
reissue pools
►
►
Innovative assistive
technologies including humanmachine interfaces
Provision of services and
supports
Global standards for user
experience
Software and tools to deliver a
personalised user experience
eMarket – primary
and ecosystem
►
eMarket administration,
governance and
stewardship
NDIA systems & data
►
Roadmaps for enterprise
software solutions
►
Leveraging NDIA and
government data to identify
insights
43
NDIS New World Conference
October 27th – 29th 2015
Brisbane Convention and Exhibition Centre (BCEC)
This ground-breaking international conference will
welcome more than 1500 people with disabilities,
service providers, IT professionals and companies all
wanting to be part of the technology revolution in
disability services in the 21st century.
44
The NDIS presents a once in a generation opportunity to work together
to drive far reaching social change and innovation
OPPORTUNITY
Once in a generation opportunity to
be part of a whole of economy
social change
INNOVATION
Explore the most
innovative and
ground breaking
concepts and
‘make it real’
COLLABORATION
Establish and foster
ongoing, deep and
creative
partnerships to
realise the vision
45
Thank you
Visit us: www.ndis.gov.au
Email us: ICT.industry.comms@ndis.gov.au