Improving disability services
The Brief
The Australian National Disability Insurance Agency, a national agency responsible for supporting Australians with disabilities, faced challenges in delivering consistent and effective services to its 450,000 participants. As part of a broader transformation team we were responsible for establishing a human centred design practice, while supporting the development and implementation of several service reform projects.
Approach
We led the establishment of a Centre of Excellence (CoE) for human centred design to improve services and build internal capability. We also advocated for a financial assessment of a new service, preventing a potentially flawed rollout and saving millions per year. Capablities deployed:
- Unlocking innovation
- Complex systems thinking
- Human centred empathy
- Critical thinking & analysis
- Collaborative engagement
Impact
By integrating a wider variety of feedback from social listening, complaints, user research interviews, and by prioritizing the needs and feedback of participants, we helped to create a more responsive and effective disability support system. This empowered individuals with disabilities to achieve their goals and live more fulfilling lives.
Timeframe
2017 – 2019