Review disability & community service organisation’s processes and systems and recommend opportunities to improve operations for sustainable growth
Our client, a not-for profit company and registered NDIS provider, provides a range of community services. A new leadership team sought Open Orbit’s services to do an independent review and advise how it could strengthen its operations and systems to improve value to client and employees while managing risks and regulatory requirements.
At a glance
The Client
Our client provides services in disability, early childhood education and care, mental health and family and youth support in one of the most socio-economically disadvantages areas in NSW.
Industry
Disability services and supported independent living, early childhood education and care, mental health and family and youth support
Business need
The client organisation delivers multiple programs and service lines, each with its unique systems and business processes introduced as the organisation grew over time. It is looking to streamline and strengthen its operations as it pursues growth.
Solution
Open Orbit reviewed the operations architecture of the client’s organisation with a focus on business processes, systems and performance information. We assessed alignment of core operations to strategic goals and how effectively the organisation had threaded together objectives, key metrics, processes, resources, and services to its customers. Gaps and tangible improvements were defined for core processes including client referrals, staff rostering, incident management, NDIS billing, finance, and accounting.
Challenges
The organisation had multiple programs and service lines, each with its unique source of income, funding, and regulatory requirements. Operational knowledge for each service line was held separately and within key staff members. Performance measurement and tracking was still in its infancy making it challenging to know how value-adding its activities are.
How we helped
Open Orbit conducted a thorough business process and systems review. Operational information held tacitly by staff members and system providers was teased out through in-depth interviews and observations of how staff were conducting their business. These were analysed from the lens of customer centricity, regulatory compliance, and business sustainability.
Business Impact Delivered
The in-depth process that Open Orbit followed to understand the organisation has resulted in recommendations that are aligned to the goals of the new leadership team, and a clear pathway for the client to implement recommended improvements.