Webinar video: Registrations

Good afternoon everyone. My name is Alex Lewis and I am the Assistant Commissioner responsible for Data Change and Program Management here at the NDIS Commission. Really excited to welcome you to our webinar this afternoon to give you a look at our new provider portal and talk you through some of the new capabilities you can look forward to in the registration space.

Before we begin, I would like to take a moment to acknowledge the traditional custodians of the lands upon which we're meeting today. For me, that is the Ngunnawal people here in beautiful Canberra, and I'd like to pay my respects to elders past, present and emerging and extend that respect to elders of the lands from which you are joining this afternoon. I would also like to just pause for a moment and acknowledge all people with lived experience of disability and those who support them.

Just a few housekeeping notes for our session this afternoon. There are closed captions available in Microsoft Teams. If you go to the More menu, which is the three ellipses, down to the ‘language and speech’ option, you can find ‘turn on live captions’ in there. We've also got our wonderful Auslan interpreters online with us this afternoon. We are recording the session and so for that reason, to protect everybody's privacy, we have turned off the chat and QA functions.

We do encourage you though to reach out to us if you've got any feedback or questions. You can reach us at our DART program email address, which is NQSC.dartprogram@NDISCommission.gov.au. We will use any questions that get asked through the email address to inform the Frequently Asked Questions section of our provider toolkit. And I'll talk to you a little later on this afternoon in the session about the exciting things we've got coming in the Provider toolkit.

Today we're going to cover two things I'm going to hand over to my colleague Ray in a moment, who is going to give you an overview of the new registrations capabilities in the new portal coming a little later on this calendar year. And then as I said, I'll come back at the end of the session and talk to you a little bit more about the provider toolkit and what's coming next in terms of getting ready for go live of our new system. Before I hand over to Ray though, we have got a short video that we will play just to give you a look at what the new system looks like. Actually, once you get in there, the video runs for about 3 minutes. It is also available on our website. So please, if you do have any technical difficulties with the video while we're playing it live, rest assured you can find it on our website and watch it after we've finished the webinar this afternoon. So team, if we can hit play on the video please.

Explainer video: Overview of the new NDIS Commission portal

Hopefully that was useful to get a little sneak peek of what the new portal is going to look like and a very high-level overview of the capabilities that will be available in there. I'm going to hand over now to my colleague Ray, who's going to take us through the overview of the registrations capabilities of the new portal. So over to you, Ray. Thanks.

Thank you, Alex. Hi, everyone. My name is Ray Abdul Rahim and I am a Director in the provider registrations area of the NDIS Commission. I'm going to provide an overview of the new provider registrations portal including some key changes, features and benefits. I'll also briefly outline the application process, including how you would navigate within the new portal to submit a registration application. I will then pass you back over to Alex, who will provide next steps and conclude the webinar.

The new NDIS Commission portal has been designed to make the registration process simpler, more transparent and easier to manage for providers. The key changes are as follows.

Single portal and location to manage all aspects of registration. Providers will have one central place to manage their registration activities.

Secondly: Structured dynamic online forms for registration with data integrity checks. The forms are designed to guide providers through the process based on their specific circumstances. Built in validation checks help reduce common errors and incomplete submissions, improving data quality from the outset.

Third: Early suitability assessment checks prior to audit payments. This helps identify any issues before providers invest in audit activities. The change is intended to provide greater certainty and reduce unnecessary costs where suitability requirements are not met.

Fourth: Ability to track application status. Providers will have greater visibility of where their application is up to. Status tracking reduces the need to contact the Commission for updates.

Fifth: Supports multiple login methods including PRODA and My ID Providers can access the portal using trusted Australian Government digital identity solutions. Multiple login options provide flexibility and support for different organisational arrangements, enhancing both security and ease of access.

Number six is: File attachment upload facility. Supporting documentation can be uploaded directly through the portal.

And lastly, Reminders and notifications. Automated notifications will help providers stay informed about important actions and milestones.

In terms of benefits for you, the first is a single view of registration. You'll be able to access registration details, applications, supporting documents and correspondence in one place. You can manage registrations, renewals, and variations through a single online portal, and you can easily monitor registration and compliance requirements. Number 2 is reduced cost, administrative burden, and duplication Smart online forms guide providers.

Through the application process, only relevant questions are displayed, reducing complexity and time to complete applications. Built in validation checks help ensure applications are complete and accurate before submission. Pre-populated information reduces duplicate data entry and administrative effort. Automated early suitability screening checks enable applicants to identify and address potential eligibility issues before committing to audit related costs and activities, and this will lead to considerably less rework required due to validation checks. Ensuring incomplete and missing information is addressed before submission. Number 3 is real time visibility and self-service.

You can track application progress, outstanding actions and next steps online. You can view your registration statuses at any stage of the process. You can complete registration activities through convenient self-service functionality and this will reduce the need to contact the NDIS Commission for updates. Number 4 is streamlined communication and notifications. You'll receive reminders and notifications for key dates, information requests and application updates. You can access all registration related communications in one location, and you can stay informed and reduce the risk of missed actions or delays. And lastly, simplified document management. You can upload and manage supporting documents directly through the portal. You'll reduce reliance on email and paper-based submissions, and this will help maintain a single source of truth for registration related information.

As we prepare for the transition to the new portal, there are a few practical steps providers can take now to help ensure a smooth experience. While the actions will differ slightly for registered and unregistered providers, the key message is to ensure your information is current, complete any outstanding activities and pay close attention to communications from the Commission.

For unregistered providers, if you are currently preparing to register, we encourage you to progress any draft applications as soon as practicable. Taking action early can help avoid delays and provide greater certainty during the transition period. It's also important to carefully monitor communications from the Commission. We'll be providing information, guidance and next steps directly to effective providers, so please ensure you're reviewing these communications and acting on any instructions provided for registered providers.

If you are currently registered, now is a good opportunity to review your registration details, including organisational information, key personnel details and contact information. Accurate information will help ensure a seamless transition and ensure you receive important notifications. We also encourage providers to check for and complete any outstanding registration activities. This includes responding to requests for information, all progressing any audit related actions that may still be underway. As with unregistered providers, staying informed will be critical. Please keep an eye on communications from the Commission and ensure any requested actions are completed within the specified time frames.

This slide provides an overview of the registration application process in our new operating system. The journey has been designed to provide greater clarity and support providers through each stage from initial application through to final registration decision. Part A: Business verification and service selection. In this part, providers will enter their ABN which allows the system to verify business details automatically. At this stage, providers will identify the NDIS services and supports they intend to deliver. Providers will also complete initial suitability questions that help determine their eligibility to proceed. Key personnel details are entered so workers screening status checks can be undertaken. All required worker screening checks  must be completed before the application can move beyond Part A. Part B: Self-assessment and audit preparation. 
Once Part A has been successfully completed, providers move into the self-assessment and audit preparation stage. Providers will enter additional information about their organisation and operations. They will complete a self-assessment against the NDIS Practice standards. Upon submission, the system generates an official scope of audit document. This document can then be provided to approved quality auditors to obtain quotes. Providers will then select their preferred auditor and nominate them through the portal.

The next stage is the quality audit itself. Once nominated, the auditor receives the request through the system. The auditor will then contact the provider directly to arrange audit activities. The auditor will then assess whether the organisation meets the relevant NDIS practice standards. Audit outcomes and recommendations are then submitted to the Commission for consideration.

Now the final stage is the Commission's review and decision-making process. The Commission reviews the complete application including the auditor’s findings and recommendations. A final suitability assessment is undertaken. If the application is approved, the provider receives their registration certificate. The certificate outlines the approved registration groups, services and any applicable conditions. 
One of the key improvements in the NDIS Commission portal is the use of a simple tile-based navigation design. The aim is to make it easier for providers to find what they need, complete key activities and manage their registration obligations from a central location. The homepage presents providers with clear action-oriented times using straightforward language. Rather than navigating through multiple venues, providers can quickly select the activity they want to complete.

Tile A: My Applications. The My Applications tile acts as the central hub for managing applications. Providers can view all this registration applications in one location. Draft applications and submitted applications are pre-populated and centrally displayed.

Tile B: Suitability Assessment. The Suitability Assessment tile provides a dedicated location for suitability related activities in a central location.

Tile C: Update my account details. The Update my account details tile allows providers to maintain their organisational information.

Tile D: Re-registration application The Re-registration application time provides a straightforward pathway for providers to initiate a reregistration application.

Tile E: Variation of registration application. While this feature will not be included in the first iteration of the portal, the Variation of registration application tile or support providers who wish to make changes to their registration. Providers can initiate a variation application directly from the home page, and this can include changes to registration groups and services.

One of the key enhancements in the new portal is the increased visibility providers have over their applications. Rather than needing to contact the Commission for updates, providers can see their application information and progress directly within the system. From the My Applications page, providers can access a tabulated list of both draft and submitted applications. Each application in the list is selectable, making it easy to continue where you left off or review a previously submitted application. By selecting an application, it opens the relevant record to continue editing a draft application or view a submitted application.

The new registration application has been designed to provide a more streamlined and user-friendly experience for providers. The system guides applicants through the registration journey, provides greater transparency throughout the process and reduces the need for manual follow up.

A new look and feel.

One of the first things providers will notice is the updated look and feel of the application process. The interface is modern, intuitive and easy to navigate. Information is presented in a structured way to support users through each stage of the application, and the design is focused on making the registration process simpler and more accessible.

Next is system integrations and data validation. Behind the scenes, the portal integrates with a range of internal and external systems. These integrations help validate information as it is entered. Where available, information may be pre-populated to reduce data entry and this will improve accuracy and help minimise errors that can delay application processing.

Next is a save and return functionality. We recognise that completing a registration application often involves gathering information from across an organisation. Applications can be saved as a draft at any point. Providers can leave the application and return later without losing their progress. This provides flexibility and helps organisations complete the process at a pace that works for them.

Automated communications providers will also benefit from automated communications throughout the registration process. This includes email reminders as key milestones are reached and reminders issued where action is required.

Real time application tracking providers can log into the portal and view the status of the application at any time. This provides greater transparency about where an application is in the process. It also helps providers understand what actions have been completed and what may be required next.

Lastly, registration outcomes and certificates. Providers will be notified of the registration decision. Any conditions attached to the registration will be clearly displayed. Where registration is approved, the certificate of registration is automatically generated and stored within the portal for easy access.

One of the first steps in the registration process is verifying the providers ABN. This check occurs in real time and helps ensure that the information being entered is accurate from the outset. The process starts with the provider entering the 11-digit ABN into the application. It should be noted that entering a valid ABN is required before the application can proceed to the next stage. Once the ABN is entered, the system performs a real time verification check. The portal communicates directly with the Australian Business Register. This occurs automatically and requires no additional action from the provider. If the ABN is successfully verified, key business information is automatically returned to the portal. The legal name associated with the ABN is displayed and this gives providers immediate confirmation that the correct entity has been identified.

Where is it possible? The system automatically retrieves information that is already available through trusted sources, reducing the amount of manual data entry required by providers. Rather than asking providers to repeatedly enter information that government agencies already hold, the system uses verified data to populate relevant fields. Information provided earlier in the application process is carried through automatically. Providers can review the information and update details where changes are required.

Providers can choose to use a different postal address from the address held by ASIC. Addresses can also be found using a type-ahead predictive search and this reduces duplication and helps streamline the application process. 

A key part of the registration process is identifying and assessing key personnel. The new portal streamlines this process by connecting with worker screening information and enabling suitability assessments to be managed electronically.

Tile A: Search for key personnel. To begin, providers can search for and add their key personnel directly within the application. Searches can be performed using either the individual's NDIS worker screening ID or their NDIS Worker Screening Application ID, together with their last name.

Tile B: Worker Screening verification. When a search is performed, the system checks information against the National Worker Screening Database. The search retrieves relevant screening information for the individual including their screening status. 

Tile C: Adding key personnel to the application. Once the individual has been located and verified, they can be added directly to the application. Multiple key personnel can be added as required. And D: Electronic suitability assessment process. After a key personnel has been added, the portal will send an assessment notification to the nominated key personnel. The individual can then access the portal and complete their suitability assessment online.

The benefits for providers are: simplified nomination process, reduced manual data entry, greater transparency of assessment progress, improved accuracy through system validations and faster completion of system assessment activities. 

As part of the suitability assessment, key personnel will be asked whether there are any additional matters they would like to disclose or raise. They must respond to this dynamic question to progress through the application. If the response is no, the user can simply proceed to the next step. If the response is yes, the system dynamically generates additional fields that must be completed. Where additional matters are disclosed, supporting evidence must be uploaded directly through the portal.

This is a good example of how the new portal has been designed around the user experience. By adopting questions based on responses and collecting supporting information only when required, the process becomes simpler, more efficient, and easier to complete while still ensuring the Commission receives the information needed to make informed decisions.

If an application progresses to Part B, once submitted, the applicant can link with an auditor online. The auditor will record the lead auditor and team members in the Auditor Portal, increasing the NDIS Commission's visibility of who is involved in an audit. If an applicant fails an audit, they can choose whether they submit their application or not. This reduces administrative effort as currently all failed audit applications received from the approved quality auditor and assessed by the NDIS Commission are currently reviewed. While we expect most applications to progress through to completion, there may be circumstances where a provider chooses to withdraw an application.

The new portal provides a straightforward and transparent process for doing this while also capturing useful information about the reason for withdrawal. When withdrawing an application, providers are asked to select the reason for the withdrawal from a predefined list. The available options include error, failed audit, exit the market, financial viability, financial burden, regulatory administration, change of entity type or other. Selecting a reason helps the Commission understand why applications are being withdrawn and identified potential trends or areas where additional support may be beneficial.

This is another example of how dynamic forms are used throughout the portal. For instance, if other is selected, an additional text field appears dynamically. The provider is then required to provide further detail explaining their reason for withdrawal. Before the withdrawal is finalised, the provider is presented with a confirmation screen. They can either confirm the withdrawal or cancel the action and return to the application. This safeguard helps prevent accidental withdrawals. It is important for providers to understand what withdrawal means. Once confirmed, the application will no longer proceed through the assessment process. The Commission will cease assessment activities on that application. Providers would need to commence a new application if they decide to proceed at a later date, subject to applicable requirements.

Thank you for your time today. I'll hand you back over to Alex.

Thanks, Ray. Great to get an overview of the fantastic functionality that is coming for registrations a little later on this calendar year. As I said at the beginning of the presentation, I will just spend a little bit of time now talking to you about the Provider Toolkit and the things that we are building to help support the transition to the new portal. So we talked about the Provider Toolkit and I did just want to take a few minutes to highlight some of the resources that will be available to support that transition.

So the Provider Toolkit available on the NDIS Commission website will be the central hub for information, guidance and support materials. As we move towards go live, you'll find a range of resources there to help you understand the new portal and prepare for the change that's coming. The portal preview video that we watched earlier in the session, along with factsheets and Easy Read resources that provide a high-level overview are already there. The recordings of a range of webinars that we have conducted over the last 7 or so weeks are being progressively published there. And we are about to release Quick Reference Guides, journey maps, and as I mentioned that Frequently Asked Questions section. So please do reach out to us if you've got any questions or feedback that will shape the content that we continue building, and we will make sure that we can respond to those questions for the benefit of everyone.

I did also want to note that we are committed to making the resources that we are publishing as accessible as possible. So we're developing materials in Plain English and Easy Read formats. We'll have Auslan supported content available where appropriate to make sure that we are supporting a broad range of users.

In addition to the materials that are available in the toolkit itself, the new portal has built in guidance that will assist you while you are completing different processes in there. So there'll be contextual help text prompts, links to the relevant guidance material that will be available in the flow of doing the work to make sure that the right support is available when it's needed.

Following go-live, we will also have a dedicated support called Hypercare, where there will be enhanced support arrangements available and clear communication about the right channels to use to ask a question, identify something that looks like it might not be working correctly, or to get help resolve any issues that you might have in using the portal. We know that this will be a period of some disruption, but we're committed to supporting you through it. And we really think the new portal has got some fantastic capabilities in it that will make discharging your obligations registering or re-registering genuinely easier, faster, more intuitive than it is today.

So please do have a look at the Provider toolkit on the website. Some of those materials are there already. Keep an eye on it. We are progressively adding more as we get closer to go live and keep an eye out for more communications from us. We'll start talking to you more and more frequently as we get a little bit closer to system go-live in the middle of October.

In terms of what's next, really it is what I've just covered. Now have a look at the resources that are available on the website. A recording of this webinar covering the registration's capabilities will be made available in the coming days. And please do reach out to us if you do have any questions at all. That email address, again for reference, is NQSC.dartprogram@ndiscommission.gov.au.

That does bring us to the end of our session this afternoon. Thank you all for taking the time to join us. We really do appreciate it. We hope it's been useful and insightful. We will look forward to seeing you at a future webinar or maybe in some of our sessions a little closer to go-live, but thank you very much and enjoy the rest of your day.