Page 28 - MDS final deliverable

MDS IN THE EYES OF THE CUSTOMER
SCHOOL OF LIFE
Having conducted the customer research, there is a sense that participants and families perceive MDS as a ‘school of life’. Families enrol participants to MDS programs to fulfil the need to learn, grow, be independent, develop new skills and to receive the support they may not have access to. Getting out and about during the day gives participants an opportunity to be social, make friends and have new life experiences.
AN ORCHESTRATOR
Given the complexities, sensitivities and longevity of disability services, approaching the solution as an orchestrator of the disability ecosystem can unlock new value for participants, families and even MDS as a business. This will allow MDS to target key ‘nudge points’ in the system and bring about the necessary change to the MDS business and the customer experience.
Commercial in confidence 27