This latest survey on the take up of appropriate technology in community service organisations assumes one size fits all. It strongly suggests case management systems are critical for service providers under NDIS. And yet there is an alternate emerging view that services are becoming much more commoditised and it looks increasingly like a disability retail shopfront with a shopping cart and checkout. 

Providers aren't being paid for case management, they are being paid for  providing services. They do need to know their customer and manage a sales pipeline so CRM and Business to Customer (B2C) ecommerce systems do make sense in the developing NDIS space.  What the commentary does get right is that technology that enables business to scale efficiently, forecast sales and manage workforce utilisation  is no longer optional in the new competitive markets being created under the NDIS.