CIVIC Post-NDIS Transformation
Building service design capability.
Problem
Problem
Problem
The introduction of the NDIS revolutionised the disability sector by empowering individuals with budget control, stimulating the market of service providers, enhancing consumer choice and driving up competition & innovation in the sector.
After 50 years of regional success, CIVIC sought to transform client engagement with disruptive services designed for the new NDIS era. Embracing this journey fearlessly was key to overcoming traditional barriers and enhancing both business operations and client service. It was time to evolve or be left behind.
The introduction of the NDIS revolutionised the disability sector by empowering individuals with budget control, stimulating the market of service providers, enhancing consumer choice and driving up competition & innovation in the sector.
After 50 years of regional success, CIVIC sought to transform client engagement with disruptive services designed for the new NDIS era. Embracing this journey fearlessly was key to overcoming traditional barriers and enhancing both business operations and client service. It was time to evolve or be left behind.
The introduction of the NDIS revolutionised the disability sector by empowering individuals with budget control, stimulating the market of service providers, enhancing consumer choice and driving up competition & innovation in the sector.
After 50 years of regional success, CIVIC sought to transform client engagement with disruptive services designed for the new NDIS era. Embracing this journey fearlessly was key to overcoming traditional barriers and enhancing both business operations and client service. It was time to evolve or be left behind.
Ethnographic research with CIVIC clients and care managers.
Removing advocacy blinkers.
Reframe
Reframe
Many people working in care roles are passionate advocates for their clients and expend considerable energy advocating for better outcomes based on their experience. However, when the rules change, that sort of instinctual advocacy can prevent one from listening properly and seeing what needs to be done differently.
We learnt this out in the field with some of CIVIC's passionate care managers. So, we helped them to suspend judgement, ask and listen rather than leap into advocacy mode too quickly. The results of this practice shift were amazing: many of their assumptions were fundamentally wrong.
Many people working in care roles are passionate advocates for their clients and expend considerable energy advocating for better outcomes based on their experience. However, when the rules change, that sort of instinctual advocacy can prevent one from listening properly and seeing what needs to be done differently.
We learnt this out in the field with some of CIVIC's passionate care managers. So, we helped them to suspend judgement, ask and listen rather than leap into advocacy mode too quickly. The results of this practice shift were amazing: many of their assumptions were fundamentally wrong.
Many people working in care roles are passionate advocates for their clients and expend considerable energy advocating for better outcomes based on their experience. However, when the rules change, that sort of instinctual advocacy can prevent one from listening properly and seeing what needs to be done differently.
We learnt this out in the field with some of CIVIC's passionate care managers. So, we helped them to suspend judgement, ask and listen rather than leap into advocacy mode too quickly. The results of this practice shift were amazing: many of their assumptions were fundamentally wrong.
[Left] The Integrated Well-being Blueprint, [Right] the Life Skills Curriculum being developed by Matt Whale.
Solution
Solution
A totally new strategy for the post-NDIS world.
The Civic Care Commitment: An innovation platform that intertwined internal behaviours and communications with two key pillars for service disruption.
Firstly, a Life Skills Curriculum serves as a catalyst, guiding end-users to more fulfilling social, professional, and community experiences.
Secondly, an integrated Well-being Blueprint aligns all operations, both internal and external, towards a user-centric goal, fostering a holistic approach to service and care.
We trained 10 innovation champions in the design thinking skills and mindsets needed to maintain the voice of the customer in the organisation and drive more innovative, experimental outcomes.
A totally new strategy for the post-NDIS world.
The Civic Care Commitment: An innovation platform that intertwined internal behaviours and communications with two key pillars for service disruption.
Firstly, a Life Skills Curriculum serves as a catalyst, guiding end-users to more fulfilling social, professional, and community experiences.
Secondly, an integrated Well-being Blueprint aligns all operations, both internal and external, towards a user-centric goal, fostering a holistic approach to service and care.
We trained 10 innovation champions in the design thinking skills and mindsets needed to maintain the voice of the customer in the organisation and drive more innovative, experimental outcomes.
A totally new strategy for the post-NDIS world.
The Civic Care Commitment: An innovation platform that intertwined internal behaviours and communications with two key pillars for service disruption.
Firstly, a Life Skills Curriculum serves as a catalyst, guiding end-users to more fulfilling social, professional, and community experiences.
Secondly, an integrated Well-being Blueprint aligns all operations, both internal and external, towards a user-centric goal, fostering a holistic approach to service and care.
We trained 10 innovation champions in the design thinking skills and mindsets needed to maintain the voice of the customer in the organisation and drive more innovative, experimental outcomes.
Impact
Impact
The Civic Care Commitment has played an instrumental role in driving long-term profitability within a sector that struggles to define sustainable business models.
Our proposed capability and training created innovation champions that have developed transformative innovation capability and new core initiatives.
The Civic Care Commitment has played an instrumental role in driving long-term profitability within a sector that struggles to define sustainable business models.
Our proposed capability and training created innovation champions that have developed transformative innovation capability and new core initiatives.
The Civic Care Commitment has played an instrumental role in driving long-term profitability within a sector that struggles to define sustainable business models.
Our proposed capability and training created innovation champions that have developed transformative innovation capability and new core initiatives.
"The How To Impact team worked side by side with us, from front line direct Care Workers to Senior management. They fostered CIVIC’s ambition to think creatively, changing our work behaviours and incorporating human-centered design processes into the creation services for new markets. Most importantly, they instilled a practice of co-designing our services to meet the needs of people with a disability and ensure they’re living their lives the way they want."
"The How To Impact team worked side by side with us, from front line direct Care Workers to Senior management. They fostered CIVIC’s ambition to think creatively, changing our work behaviours and incorporating human-centered design processes into the creation services for new markets. Most importantly, they instilled a practice of co-designing our services to meet the needs of people with a disability and ensure they’re living their lives the way they want."
Kate Smith, General Manager, CIVIC
Kate Smith, General Manager, CIVIC
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