Implementing a Case Management Solution for incident and backlog management

The National Disability Insurance Agency (NDIA) is an independent statutory agency. Their role is to implement the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers.

Technologies Utilised:

  • SAP Fiori
  • S/4 HANA

Business Challenge  

To support the rollout of the National Disability Insurance Scheme (NDIS) across the whole of Australia, the National Disability Insurance Agency (NDIA) required an effective incident and backlog management system that integrated with their core SAP solution.    

This system was designed to allow flexible and rapid deployment of work to available resources across NDIA’s partner network, with the goal of improving service delivery and planning.   

DalRae Solutions worked closely with the Department of Human Services (DHS), Department of Social Services (DSS) and the NDIA Business Subject Matter Experts (SME) to ensure the delivery plan aligned with ongoing legislative changes.  

The solution was the largest SAP Fiori implementation in the world at the time of delivery, providing a full end-to-end capability.
Collaboration with multiple Government Agencies to ensure highly complex business requirements were aligned with all parties.
Designed and built Quality Management Solution with built in operational reporting.

The Solution  

Our solution was developed and implemented using SAP Fiori to enable anyone anywhere access. Key components included: 

  • A customer-facing portal, allowing customers to upload documents and receive NDIS Plan updates, along with a Provider Portal to find local providers for relevant services.  
  • A business-facing solution developed with WCAG AA Compliance, which allowed NDIA Staff to assess applicant suitability, build NDIS Plans, review processes and plan implementations. 
  • Integration of the Workload Management System with SAP CRM to deliver quality assurance and work allocation solutions. This allowed the streamlining of processing times, the ability to detect fraudulent activities in real-time, as well as providing quality assessments to drive staff development.