Transforming service delivery in the disability sector

Scope Australia – 2018

We helped Scope Australia transform the way it delivers therapy through co-design and market strategy – ensuring they could respond and embrace changes brought about by the National Disability Insurance Scheme (NDIS).

Outcomes

  • Designed the onboarding journey for NDIS customers
  • Developed a service prototype for disabled children and their families, which has been rolled out at two pilot sites
  • Created a human-centred design metric framework to guide continuous improvement at the pilot sites
  • Implemented an evaluation strategy for reporting progress to the board

Redesigning services in a changing environment

The National Disability Insurance Scheme (NDIS) has resulted in a large-scale shift in the way disability services are funded and provided in Australia.

One of Australia’s largest disability service providers, Scope, is currently transforming core service and business models to respond to changing funding environments under the NDIS.

We partnered with Scope to help them understand their consumers, and design a new centre-based therapy service the maintains therapy quality, and helps government funding go further. 

Redesigning services in a changing environment

The National Disability Insurance Scheme (NDIS) has resulted in a large-scale shift in the way disability services are funded and provided in Australia.

One of Australia’s largest disability service providers, Scope, is currently transforming core service and business models to respond to changing funding environments under the NDIS.

We partnered with Scope to help them understand their consumers, and design a new centre-based therapy service the maintains therapy quality, and helps government funding go further. 

Redesigning services in a changing environment

The National Disability Insurance Scheme (NDIS) has resulted in a large-scale shift in the way disability services are funded and provided in Australia.

One of Australia’s largest disability service providers, Scope, is currently transforming core service and business models to respond to changing funding environments under the NDIS.

We partnered with Scope to help them understand their consumers, and design a new centre-based therapy service the maintains therapy quality, and helps government funding go further. 

Photo of Scope marketing pamphlets for 'Scope therapy', site map, and 'What's on offer'

Co-designing a Service Pilot

Through engagement with Scope's existing and potential client base, primarily focussing on families with children on the autism spectrum, we helped Scope understand how to support families in the switch from in-home therapy, which is unviable for Scope under the NDIS, to centre-based care.

Over 18 months, we designed and helped implement a Hub and Spoke service model, that aligned to key human-centred design (HCD) metrics, and was designed inclusively, with their customers.

Photo of a group of people having a discussion around a lego set

Evaluation for continuous learning and decision-making

In addition to our design partnership, Paper Giant has supported Scope to evaluate success and make informed decisions about adjusting, pivoting and setting up for scale.

This process of evaluation has helped to embed HCD practices within Scope - who are now set up to conduct the research, design and strategic work to design and adjust services to the evolving needs of the market.

Diagram showing a range of areas which contribute to 'meeting demand' or 'supplying efficiently'

 

If you're interested in working with us, just get in touch.

Email: hello@papergiant.net
Call: +61 (03) 9112 0514

 

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