1. Learning from the customer experience workshop 13 December 2013 10am – 1pm Barrabool Hills Centre 4-34 Province Boulevard, Highton

2. Learning from the customer experience workshop Objectives: For providers, current and potential participants, their families and carers, to listen and learn from NDIS participants about their experiences of choosing service providers and their expectations Present a framework about the link between NDIS participant expectations and the market and value propositions Share ideas and experiences about what works well and doesn’t work well and how providers can respond to participant expectations.

3. Learning from the customer experience workshop Agenda 9:30Registration 10:00Welcome and introductionsJames O’Brien, NDS State Manager 10:05OverviewFabiola Mazzocco, Facilitator 10:10NDIS: The new environmentLiz Cairns, NDIA State Manager 10:20Value Proposition Framework Presentation and workshop discussion Bryce Craggs, NDS Consultant 10:35NDIS Participant Panel Aaron Lucas Krystyna Croft Lynne Foreman Susanna Keith Presentation and Q&A Fabiola Mazzocco, Facilitator 11:35Morning tea 12:05WorkshopFabiola Mazzocco, Facilitator 12:50Next stepsJames O’Brien, NDS State Manager 12:55Close

4. The National Disability Insurance Scheme ‘Learning from the customer experience’ forum

5. The NDIS is a new way of delivering disability support Supports tailored to individual needs Insurance approach for more stable long term costs and better outcomes Choice and control is central Needs driven rather than rationed funding Delivered in local community Working towards national coverage

6. Give effect to obligations under UNCRPD and certain obligations in other conventions Support independence, social and economic participation – not passive Provide reasonable and necessary supports, including early intervention Enable people to exercise choice and control in pursuit of goals, and in planning and delivery of their supports Facilitate nationally consistent approach to access, planning and funding of supports Promote provision of high quality, innovative supports to maximise independent lifestyles and full inclusion in the community Principles expand on the objects for implementation and guide administration Principles and objects of the NDIS Act 2013 underpin delivery

7. The NDIS journey Me Eligibility Preparing for planning Plan development Plan implementation Plan review

8. What do I want to do and how do I want to do it? Home/living Education/Employment Community access & participation Leisure and recreation How will I know? SMART goals What supports do I need? Where are the supports coming from? Me My networks Community Other services The Scheme How did I do? Exceeded Achieved Partially achieved Did not achieve And why? Primary and secondary attributions

9. Each participant will have an individual plan and budget for supports Individual goals and Objectives Individual goals and Objectives Supports Informal Mainstream Community Supports Informal Mainstream Community NDIS Funded Supports My Plan

10. Management of funding for supports to be resolved with Participant 10 The type of funds management that the participant chooses can vary depending on their circumstances. Different options can be chosen for different supports. Plans may have a combination of the options as shown. Agency can limit self management where financial or personal risk. Self management (by participant or nominee) Agency Management National Disability Insurance Agency Plan Management Provider

11. The Customer Value Proposition Presented By: Bryce Craggs

12. Understanding The Value Proposition While customers are the final arbiter of value, it is the organisation's role to explore, interpret and deliver value based on what they believe customers are seeking. CUSTOMERS ARE THE FINAL ARBITER OF VALUE

13. ATTRIBUTES (Product at agreed price) RELATIONSHIP (Trustworthy, friend, be there for me ) IMAGE (Timely, consistent, professional, clean etc.) VALUE PROPOSITION Understanding The Value Proposition

14. Relationship to the Business VALUE PROPOSITIONS DISTINCTIVE CAPABILITY COMPETITIVE POSITION VALUE ADDED STRATEGIC ASSETS MANAGEMENT CAPABILITY INVEST What we manage? How we manage? For whom we manage?

15. Reflections – what’s important? Given what you’ve heard this morning….. What’s important in choosing service providers? Prioritise top 3. What are the challenges for service providers? What are some tips in attracting and responding to potential new customers and meeting their expectations?

16. Learning from the customer experience workshop Practical Design Fund (PDF) The Practical Design Fund (PDF) was a grants program that is part of the Australian Government’s commitment to support initiatives and resources that would identify practical ways to prepare people with disability, their families and carers, the disability sector for the transition to NDIS. The following links are resources that assist people with disabilities, their families and carers to choose a service provider.Practical Design Fund (PDF) A tool to help people with a disability set goals and direct their supports, including different options for engaging service providers or staffA tool to help people with a disability set goals and direct their supports, including different options for engaging service providers or staff, Association for a child with a disability A toolkit of resources to help people with a disability, carers and families make informed choices about who should deliver their supportsA toolkit of resources to help people with a disability, carers and families make informed choices about who should deliver their supports, Inclusion Melbourne Best practice guidelines to help people with disability to compare services easily, using Consumer Service AgreementsBest practice guidelines to help people with disability to compare services easily, using Consumer Service Agreements, Housing Support & Resource Services Ways people with disability and their families can self-evaluate the value they are getting from their package and help them make decisions about supportsWays people with disability and their families can self-evaluate the value they are getting from their package and help them make decisions about supports, Gitani Holdings Develop a toolkit of resources to help people with a disability to choose who will deliver their supportsDevelop a toolkit of resources to help people with a disability to choose who will deliver their supports, Wesley Mission

17. Thank you