As a provider working with the NDIS you are undoubtedly facing significant challenges to the way you have traditionally operated. Not only are you facing an increase in resourcing required to handle more complex and higher transaction volumes, particularly associated with invoicing and reporting, the NDIA pricing model, for most organisations, expects a much lower administrative overhead figure than most current administrative budgets.
As bulk funding arrangements between providers and government decline and the power to choose a provider rests solely in the hands of people with disability, providers run the risk of being left behind unless they make the necessary changes to survive in this new environment. This often not only requires significant changes to administrative practices and processes but to core business values and strategies.
The focus by NDIS around bringing improved value and more targeted services to people with disability, has seen an increased need for NDIS providers to reduce operating costs through streamlining and improving the effectiveness of their services and business practices. A lack of responsiveness by providers in implementing this improved business effectiveness has strong anecdotal links to providers’ ability to maintain or grow their range of necessary supports within the communities they serve.
Acknowledging transitions are undertaken with the best of intentions, providers who attempt significant administrative and business process change, while lacking inhouse specialist capabilities in project management, IT and data transitioning and the best use of today’s technology, run the risk of under scoping the project planning, resourcing and costs of a transition…. often while attempting to deliver business as usual. To meet these new challenges, CUSP brings knowledge, resources, experience, skills and partnerships to assist organisations in gearing up for implementing data and administrative solutions to meet the demands of the new business world brought about by the introduction of the NDIS.
Unlike other software providers whose relationship with you ends as soon as the initial transition is implemented and therefore has no ongoing vested interest in your outcomes, CUSP’s ongoing commitment and engagement with you to deliver your administrative functions continues beyond the initial phase of transition.
The Transition Project Plan example below demonstrates the level of CUSP’s understanding of the requirements, commitment, and thoroughness needed to ensure a successful transition.
Based on information available from organisations with which CUSP has had contact with, the lowest administrative overhead figure able to be derived is 22 per cent, noting not all organisation could measure this cost. This is highly significant when recognising the NDIS requires this figure to be 15 per cent. Among the myriad of challenges providers face, the CUSP solution ensures that you:
- can measure the profitability of your individual services
- measure individual worker performance
- eradicate the administration time currently spent in chasing rejections of claims via the NDIA portal
- can effectively claim for travel within NDIS rules
- can complete case notes within billable timeframes
- learn from effective and up to date training documentation
- map provider services to specific NDIA line items within NDIS service agreements
It is not surprising that some providers are concerned that outsourcing administrative functions will have a negative impact on existing organisation culture. CUSP is pleased to advise there has been no sign of cultural shift or pushback from any staff of CUSP clients in this regard and that CUSP interactions with clients have been very well received.
CUSP has been designed to lift your administrative burden
The NDIA has set up a scheme that ensures providers who wish to operate under the NDIS must serve as many customers as effectively and efficiently as they can. CUSP’s mission is to reduce the administrative burden of the Disability and Aged Care sectors and allow them to concentrate on serving their communities more effectively. CUSP has built its model on years of research around understanding legacy provider systems and processes, and what systems and changes are required to transition to NDIS.
By operating across a number of customers, not only is the CUSP solution evolving faster than most providers can improve their own administrative processes, but as a result of bulk buying power, CUSP is able to bring to providers a higher level of automation and licensing discounts typically reserved for very large organisations, ensuring licensing over solution cost is lower.
Not only does CUSP use the latest technology to deliver back office services CUSP provides the staffing to deliver your back-office functions. CUSP staff adhere to best of breed business processes and your business rules, so you can utilise your service delivery staff for service delivery, rather than administrative functions within your business. CUSP delivers a comprehensive range of services, so that you can focus your energies on other challenges:
- New customer enquiries
- Intake (including Service Agreement Management)
- Mobile workforce management (rostering and scheduling with real-time interpretation of multiple awards and Enterprise Agreement provisions)
- NDIS Portal support (service bookings and claims)
- Tailored Management Reporting
- ICT Vendor Management
The CUSP approach mitigates risk associated with complex transition
As mentioned, IT transitions involve many parts of your business and can be very complex. CUSP has made the IT management and back office functions its core business and the CUSP approach is recognised for mitigating risks associated with a transition. CUSP has chosen a proven technology platform with over 70 implementations nationally. CUSP project manages the technical implementation and delivers the ongoing services which includes the management of vendors on your behalf.
CUSP invests in its team. CUSP targets the right staff, with extensive sector and hands on experience in using systems and continues to invest in them. Through engagement with CUSP and outsourcing administrative process and IT vendor management to CUSP, your organisation can save management and resources, so you can focus on strengthening and building your core services.
If you are like any of the NGO’s I have worked with and for, you will have specific staff who understand your systems and processes and without these staff, your processes do not work. Transferring your administrative functions to CUSP mitigates this key person risk that your organisation carries. CUSP also provides accurate push button real-time reporting that assists you to make better decisions which can reshape your organisation to suit the changed environment in which we are all operating.
CUSP is focussed on NDIS providers succeeding in this challenging new environment. The CUSP solution is best suited to small to medium providers who have ineffective or outdated business processes, high administrative overhead figures, a mobile workforce, strategy for growth and a Board and staff team ready for change.
If you’d like more details on CUSP and how it could help your organisation, please reach out directly to our General Manager, Rod Paine. Rod can be contacted via firstname.lastname@example.org or on mobile 0407 513 163.