The Participant, Platform and Process (3P) Improvement Initiative is a new strategy by the NDIA that aims to improve the client experience.

By redesigning the processes and systems, they hope to increase consistency in decision-making and improve correspondence, particularly for Participants during their interactions with the NDIA

The new PACE system, which will be linked to the NDIS portal, is a key part of this.

What is PACE? 

PACE is the new business system based on salesforce CRM. It was specifically built by the NDIA for the NDIS. This will ensure that it can better cater to the needs of the users and create an improved experience for Participants and their providers.

What do we know so far?

 New provider portal:

The new provider portal will be gradually rolled out to replace the current provider portal. This will allow the following:

• Providers will be able to access Participant and plan information for Participants that are registered on the new PACE system.
• Both registered and unregistered Support Coordinators and psychosocial recovery coaches will be able to submit Requests for Service through the new portal.

 New functions and controls:

A new function will be introduced called ‘participant-endorsed providers’. This function creates a relationship between the provider and the Participant and will be approved by the Participant themselves.

There will be two levels of ‘Participant endorsed providers’:

• General level for most supports provided to the Participant.
• Category level for cases where only a Participant endorsed provider can claim services for the specific category. This would be required for high-risk or high-value services such as SIL, SDA, Behavioural Supports, and AT.

 Service booking removal:

Providers will no longer need to create service bookings. Instead, they will be granted access to the Participant’s plans on the NDIS system during the plan implementation.

 Single claim removal:

The single claim function will be removed, and all claims will need to be submitted through a bulk upload.

 Changes to support type and categories:

5 new support categories will be added, and an additional 5 will be renamed.

Who will be affected? 

Tasmania was selected as the initial test destination with the transition expected to begin in mid-November 2022.

Existing Participants will begin transitioning to the new system when their plan is reassessed. As the rollout in Tasmania is expected to be completed by March 2023, it is assumed that some plans will have their reassessment date moved forward. New Participants will begin on PACE when they join the scheme.

The NDIA then expects to roll out the scheme nationwide once the testing is completed and the required changes have been made. Ideally, this will happen in the next 12 to 18 months.

Want to know more 

Information about the expected changes is constantly evolving. If you want to know more about the most up-to-date information or have any concerns about the changes, please get in contact with us. You can either call us 1300 800 110 or book a 20 min consultation time.