The Challenge:
The NDIA, a national agency responsible for supporting Australians with disabilities, faced challenges in delivering consistent and effective services to its participants.
Our Approach:
As Director of Service Reform, I led the establishment of a National Co-design Centre of Excellence to improve services to 450,000 scheme participants. I also advocated for a financial assessment of a new service, preventing a potentially flawed rollout and saving an estimated \$50 million per year.
The Human Impact:
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.
Capabilities Applied:
Human-Centered Design, Stakeholder Engagement & Alignment, Risk Assessment & Mitigation