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.
“In the whole move that’s on at the moment to client-centered care, particularly with the National Disability Insurance Scheme, and the move to outcomes-based funding more generally, we should see it as no longer optional that the sector addresses the issue of having effective client and case management systems.