Ombudsman report on #NDIS complaint handling just out. I'd firstly note the strange phrasing of the NDIA's acceptance of the recommendations, which seems to delink the findings from their legislative obligations. Signals a progressive rather than immediate realisation of them?
Ombudsman makes self-evident finding that reasoning by drop down box template (!!!!) is unacceptable. Needless to say this is a computer system (tail) wagging the legislation (dog). Boilerplate #NDIS 1st instance decisions are having to be unpicked, reresourced on appeal...
Recommendations 5 and 6 underline that ultimately, the Agency is going to have adapt to a more individualised form of reasoning in its template. I'd admit that this makes the harvesting of "categorical" data much harder (sorry scheme actuaries!) but it's what the law requires.
Hope this in the Serco KPIs ... and backed by compliance clause. What's that? Commercial in Confidence?! 🤦♂️
For those asking: Yes. DHS made this computer system.
Share this Scrolly Tale with your friends.
A Scrolly Tale is a new way to read Twitter threads with a more visually immersive experience.
Discover more beautiful Scrolly Tales like this.