Service Delivery Operating Model
The Service Delivery Operating Model (SDOM) guides how the Scheme will be implemented.
- to whom the Agency provides services
- what services the Agency provides
- what service provider channels the Agency uses
- what business processes and procedures the Agency uses
- how the Agency enables these business processes and procedures to work.
The Service Delivery Operating Model includes four key services that the Agency offers to people with disability, their families and their carers:
- referral to supports
- planning of supports
- coordination of supports
- payment of Scheme funded supports.
Benchmarking of service delivery operating models
In 2015 Agency partner The Australian Centre for Social Innovation (TACSI) completed significant work on finding a standard, or benchmark, for service delivery models in the disability and adjacent sectors. The purpose of the work would enable measurement of the quality of how services, like the Scheme, are delivered to users. The Agency has adopted many of the recommendations from this work in the design of the Scheme’s Service Delivery Operating Model.
A co-design approach
The Scheme is built on a co-design approach involving collaboration between many people (participants, community, NDIS Planners, Agency partners). Co-design is a strong factor in participation in the Scheme, providing users of the system choice and control over services, rather than being just passive recipients of those services.
Involving people with disability in the design of the Scheme has helped to embed the objectives and principles of the NDIS Act. It informs the ongoing development of how the Scheme is delivered, refined and improved, and how innovation is promoted and enacted.
In addition to collaboration between people, the Service Delivery Operating Model also considers:
- market competition (accessing the best support for the best value in the marketplace)
- insurance principles, enabling a ‘lifetime view’ of supports that may be required for participants.
Simply, the model aims to ensure participants receive appropriate support, at the right time and through the right channel, to interact with the Scheme to ensure their experience is smooth and seamless.
For this reason, the Agency has developed a co-design framework as a means to inform the design and ongoing development of the Service Delivery Operating Model.