Page 6 - MDS final deliverable

EXECUTIVE SUMMARY Cont.
INSIGHTS ON CUSTOMER PAIN POINTS
There are significant opportunities for MDS to improve its services, particularly around the Pathways to Employment program, in particular making it more rigorous and providing participants with more ‘real life’ experiences that prepares them for a greater variety of jobs.
‘Clashing Cymbals’ highlights the opportunity to create a more positive and impactful experience for participants by delivering the right mix of participants in a specific program around abilities, life phases and disabilities.
Further, there are several additional areas for improvement, highlighted in the insights titled, ‘South Side’.
INSIGHTS IN THE BROADER SYSTEM
Additional insights that highlight the dynamics in the broader disability system include:
Community Compass: This is all about ‘awareness’ and ‘decision making’. Customers primarily become aware of MDS through word- of-mouth referrals from trusted authorities and specialists. There is no “absolute source of awareness” however what is evident is that awareness happens throughout the daily lives of the participants and their families
Tug of War: Families feel a real tension when dealing with NDIS. Families recognise the privilege of having funding for disability support, however the process to navigate NDIS is repetitive and ambiguous.
Overflow: Families are often overwhelmed and overburdened by the amount of activities that are involved with applying for, and renewing, NDIS funding.
OPPORTUNITY AREAS
The insights uncovered five opportunities areas for MDS to focus their efforts and resources to deliver a superior customer experience for both participants and their families, as well as creating new business opportunities to increase market share. These are outcomes of the insights.
Somewhere to go: How might we increase the awareness about MDS and their services so that they can attract more participants?
Engaged families: How might we better engage with, and encourage, the participant’s families / guardians so that they can play a more active and supportive role and be better informed in the participants’ long term independence, growth and development?
NDIS overflow: How might we help MDS participants and their families manage the ‘overflow’ and effectively navigate the NDIS to ensure they get all the assistance they require?
Provider of choice: How might we extend our offerings and provide complementary non NDIS services that will be valued by its participants so that the participants would not need to look for external providers (e.g. Taxis, Hire up, Care providers etc.)? Unconditional support: How might we encourage participants to better support each other (peers) emotionally and physically and provide a helping hand so that they continue to feel socially fulfilled, empowered and independent together?
Commercial in confidence
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