What is PACE in the NDIS?
PACE is the National Disability Insurance Agency’s new customer relationship management (CRM) system, built by Salesforce to replace Services Australia’s existing software. The PACE system has been designed to replace the current SAP CRM business system and promises a simpler and more streamlined way for participants and providers to interact with the NDIS. Once the system has successfully progressed through testing currently conducted in Tasmania, PACE will be gradually introduced across Australia. It was expected to be completed by 30 October 2023. However, this deadline has been pushed back. It will likely be completed by February 2024, subject to a final assessment if it is fit for purpose.
Why is the NDIS transitioning to PACE?
The NDIS has determined that the current SAP CRM system is no longer compatible with the operational demands of providing prompt and reliable coverage. The new NDIS customer relationship management system – PACE – is designed to improve the interface between participants, providers, and the NDIA.
What do we know so far about the NDIS PACE system?
PACE will offer a new business system, portal and payment system for NDIS service providers and participants to use as applicable. These changes are designed to be more user-friendly than the existing system and should make it easier for providers to handle their day-to-day tasks and give them more time to provide participants with high-quality services. NDIS service providers will receive support from the NDIA throughout the implementation process. Following implementation, existing participants will commence their transition to PACE at the point when their plan is reassessed.
It’s important to note that PACE will not fundamentally change how the NDIS operates.
What will change with PACE’s introduction?
Although the NDIA is not making fundamental changes to how the NDIS operates, they are improving across various tools and functions utilised daily by NDIS businesses and their clients.
Overview of changes
Several changes have been implemented in the testing phase, which include refinements to the payment enquiry system; the ability to more easily exchange information between the NDIA and providers, such as support coordinators, recovery coaches and plan managers; the addition or renaming of several support categories; and general enhancements to the system’s interface to make it more user-friendly.
There will also be the addition of the “participant-endorsed providers” feature, the ability for service providers to access each participant’s plans directly through the system, and access granted to support coordinators and psychosocial recovery coaches in order to submit requests for service.
The benefits of PACE for NDIS providers
As an NDIS provider, it’s important to stay on top of updates on how PACE will operate and continue checking the NDIS website for answers to a range of questions. Based on the information currently available about PACE, NDIS businesses can expect several enhancements to the way their business operates when it is eventually implemented Australia-wide:
The automation and integration offered by PACE are set to significantly reduce manual tasks and paperwork, freeing up valuable time for service providers to focus on delivering exceptional care to their participants.
PACE promotes greater transparency in interactions, ensuring that both participants and providers have access to up-to-date information and fostering trust and open communication.
With real-time information sharing and centralised portals, invoicing and making claims become more streamlined, minimising delays and simplifying financial management.
Enhanced participant engagement
PACE will empower participants to have more control over their plans and services, enabling them to make informed choices and actively engage in their NDIS journey.
The PACE system’s agility allows providers to adapt quickly to changes, whether modifying services, adjusting plans, or responding promptly to participants’ needs.
Navigating the transition to PACE
When PACE officially launches Australia-wide, there are several things you can do to ensure that you’re ready to make a seamless transition to the new system.
Regularly monitor official NDIA communications and updates about PACE to ensure you know the latest developments. The NDIA is running a series of informative seminars in August, which will give NDIS service providers an overview of PACE, outline the participant pathway, examine key change areas and offer the opportunity to ask questions about the new system. You can also view their frequently asked questions here.
Training and support
Familiarise yourself and your team with the new digital portals and systems, and use any resources the NDIA provides to assist with implementing PACE in your business.
Maintain open communication with your participants about the changes, including the benefits of PACE to their NDIS experience, to ensure they feel as comfortable navigating the new system as possible.
Take advantage of the PACE system’s automation and integration to optimise your internal processes and enhance operational efficiency across your business.
If the opportunity arises to provide the NDIA with feedback about your experience with PACE, be sure to offer constructive input that can meaningfully contribute to ongoing improvements. The system has been developed in consultation with NDIS businesses and partners in the community, and the NDIA has indicated that they will seek ongoing engagement to ensure that it works as designed.
How does this impact my use of MYP?
MYP has started rolling out our PACE solution from July 2023 based on the current information provided by the NDIS.
This solution will include:
- New PACE Categories and updated existing categories for Plan Managers
- New BUDGET Section (replacing Service Bookings) for Plan Managers
- Removal of Service Bookings for Service Providers
In the meantime, please review the following table carefully, with the steps required within the MYP system for any PACE participants based on the relevant industry.
*Go to Navigation Panel and access GENIUS > Settings > Invoices & claims. Locate the setting for ‘Days before automatically reconciling unremitted invoices/claims’. We strongly recommend setting this field to either blank or at least 20+ days to avoid re-submitting the claim before the NDIA has processed it. It can take an average of 16 days for a claim to be paid under PACE.
** For ‘Schedule of Support’ (SOS), we recommend setting this as a 12-month engagement
*** This will allow you to accurately track budget information against myDashboard in GENIUS
PACE represents a promising shift in the NDIS landscape and a pathway toward a more responsive and person-centred ecosystem. The system’s planned implementation should usher in a host of enhancements, making it easier for NDIS service providers to give participants the best possible care in the most streamlined manner. In the leadup to PACE’s anticipated rollout at the end of this year, NDIS businesses should prepare themselves for the transition and ensure they are ready to make the most of what the new system has to offer.
NDIA contact details
If you have questions or queries about PACE:
- Email firstname.lastname@example.org
- Call the National Contact Centre on 1800 800 110
- For payment enquiries, please lodge a payment enquiry via the myplace provider portal, as you would normally do.
- You can email email@example.com to share your feedback about your experience with the new computer system and using the new NDIS provider portal.