Tony Hollamby – CEO Accord

1. Tony Hollamby – CEO Accord September 2017

2. Productivity Commission Report “Disability Care and Support” commissioned by the Labour Government in 2011 Findings: “Current disability support arrangements are inequitable, underfunded, fragmented, and inefficient and give people with a disability little choice. They provide no certainty that people will be able to access appropriate supports when needed” “Disability Care and Support – Productivity Commission Inquiry Report No. 54, 31 July 2011

3. Key points enshrined in legislation: • Choice and Control • Reasonable and Necessary

4. DISRUPTION

5. Pre NDIS Post NDIS Block funding Client Funding Centralised De – Centralised Non customer focus Customer Experience Inefficiency Efficiency Minimal Technology Solutions based Technology

6. Accord’s journey for NDIS rollout • Culture • Structure • Strategy – Project Carmona • Leader in Disability • Finance and Information Technology • Responsiveness to Environment • Partnering and Capital Optimisation

7. Culture; • Mission significant point of difference • “Achieving Together”- 2013 • Model of Service – Positive Behaviour Support – 2014 • Cultural Transformation – focusing on Customer Experience

8. Structure; • Business Development Manager – F/T • Positive Behaviour Support Manager –F/T • Marketing/PR coordinator - 24hrs/week • Systems Analyst – F/T • Total cost of preparation $600k

9. Consultancy • Consumer Assessment • Market Intelligence • Client attributable hours review • Customer Experience Strategy • Back office systems review

10. Strategy - Project Carmona Diagram 1.0 – Accord’s Four Pillars of Preparation for NDIS

11. Strategy - Project Carmona • Leaders in Disability • Cataloguing • Customer Experience strategy (MESH) • Client Attributable Time Hours Review (Lachnic) • Ongoing workforce Strategy • Always available to work with NDIA/S

12. Strategy - Project Carmona • Finance and ICT Infrastructure • Carelink+ Super Users Group – invoicing and forms development • Systems review of Financial and Reporting structures • Implementation of 1300 number • Service level agreements

13. Strategy - Project Carmona • Responsiveness to Environment • Competitor Intelligence Report – (Right Group) • Consumer Assessment – (Painted Dog) • Stand alone website – www.accorddisability.org.au • Engagement strategy – meetings, social media

14. Strategy - Project Carmona • Partnering and Capital Optimisation • St John of God Health Care • Deep engagement with NDIS • Housing providers • Entrepreneurial opportunities • Multiple approaches from a range of sectors

15. Rollout of NDIS in July 2016 • Achievements • Establishment of Specialist Services/ Support Coordination • Growth of revenue in NEMA 26% • Established Customer centric KPI’s • Ongoing organisation re structuring

16. Rollout of NDIS in July 2016 • Integration with Marillac Services in Southern region of Melbourne • Revenue of $10 million • 220 clients • 110 staff • Partnering with; • SDA providers and social housing options • Development of ecommerce platform • Working to develop a partnership to deep dive sector wide financial and demographic data • Continually looking to partner with organisations that offer technological solutions

17. Rollout of NDIS in July 2016 • Ongoing back office systems review • Centralisation of rostering function • Commenced Net Promoter Score strategy • Ready for rollout in Eastern region of NDIS • Specialist Disability Accommodation

18. Challenges and Barriers • Interaction and expertise with working with the Portal • Accrual of finances so that when DHHS remove large blocks of funding the NDIS funding has been allocated appropriately • Ensure you have AR resources • Get your corporate cost down

19. Challenges and Barriers • Create an exquisite Customer Experience • Margin management • Have capacity to grow • Continual review of cost/revenue

20. Its Disruption • so have some fun and • shape your own destiny

24. Thank you – any questions?