The system is based on Salesforce CRM (customer relationships management) technology used worldwide by thousands of big and small businesses.
The new system will replace the current business system, portal and payment systems. There will also be a new portal, my NDIS provider portal that will eventually replace the current one.
One of the key reasons for building a new system was to improve the user experience and deliver the best possible support to participants, families and carers. PACE will improve how participants, providers and the NDIA work together. The system will be more flexible, allowing it to adapt to changes that may arise from the NDIS Review and recommendations from the Disability Royal Commission.
PACE will provide clearer information for participants, with improved accessibility features and reduce the time providers spend on administrative tasks, meaning more time supporting participants. For NDIA staff, PACE will streamline all currently used systems and provide them with better record-keeping, among other features, resulting in better support for participants.
Throughout the test in Tasmania a strong focus was placed on engagement and consultation with providers and participants. This was done through working groups, education sessions, and one on one engagements.
Testing the way, the system worked in real-time allowed for changes and improvements to be made before the system was rolled out for the rest of country.
Prior to commencing using the new system:
If an activity is started in the current system, the NDIS will complete these activities in the current system
Once the new system is in use:
The NDIS will work with new participants to develop their first plan in the new system
For participants who have a plan expiring between Nov 2023 and Feb 2024:
From end of Feb 2024, all expiring NDIS plans will progressively transition to the new system.
The roll out is expected to take up to 18 months. If your plan is being set up in PACE you will be told during your planning meeting.
You can update or change your “my providers” at any time by talking to your my NDIS contact or calling the NDIS National Contact Centre on 1800 800 110.
When you record a provider on your plan, you are letting the NDIA know they can make claims against your NDIS plan when they deliver a support to you, and we do not have to check with you before we pay them.
You will need to record my providers for your NDIS plan when:
If you want to record Pathways to Care as your plan manager, and a “my provider”, we can be found under our trading name “PATHWAYS TO CARE PTY LTD”, and our organization ID #405 000 6460
Your plan manager currently acts as your financial intermediary (pays your NDIS invoices on your behalf), when you are set up in PACE because your plan managed and they are a my provider you won't need to make any of your other providers “my providers”. Your plan manager will be able to continue paying your providers as they currently do with no disruption.
Participants who want to engage with a plan manager after moving to the PACE system will need to have them recorded as a “my provider”. This can be done in your planning meeting by telling your NDIA planner, early Childhood Partner, or your Local Area Coordination, who will then be able to search for the provider in the system and set them up as this.
My name is (your name) I am <NDIS participant/or Plan Nominee> my NDIS number is (your NDIS number).
My NDIS plan has been set up on the new PACE system. Could you please list Pathways to Care, my chosen Plan Manager, on my plan as “My Provider”. They can be found under the trading name “PATHWAYS TO CARE PTY LTD”, and the organisation ID #405 000 6460.
From here the NDIS will process this request, once completed we will be able to start paying your providers.
You will need to call the NDIS to notify them of your change and to set up your new plan manager as your “my provider”.
Currently you can call 1800 800 110 to do this over the phone, with developments in the future for you to be able to do this through your “my NDIS” portal.
Service bookings are not the same as service agreements. Service agreements are still strongly recommended. Service bookings will not be a feature of PACE, because the NDIA will know who participants want to work with, with providers being labeled as “my providers” on a participants plan.
Adjustments to support types:
An Additional funding support type will be added to the existing 3, Core, Capacity Building and Capital, with Recurring being the new fourth type.
Addition of categories:
5 additional support categories will be created.
No, there won't be a new support catalogue.
All the codes already exist, they have just been relocated to new categories.
A conversation between a participant and their my NDIS contact.
The NDIS schedule a check-in to ask:
How you are going with your goals.
If your NDIS plan is one year long, your check-in will usually happen about 4 months before your plan reaches its reassessment date.
My NDIS contact
When you contact the NDIS to find out about disability supports, or become an NDIS participant, they provide you with a dedicated contact person. This person is called a my NDIS contact. Your my NDIS contact can be a local area coordinator, an early childhood partner or a person at the NDIA.
My NDIS participant portal
The NDIA built the my NDIS participant portal to work with the new computer system, PACE.
Participants with plans in the new computer system should use the my NDIS participant portal to:
If you have a plan in the new computer system PACE, you can access the my NDIS participant portal through myGov.
Are the providers a participant regularly works with and records as part of their NDIS plan. By recording a provider, participants are letting us know that a provider can receive payments for claims on their NDIS plan.
My NDIS Provider Portal
The new my NDIS provider portal is separate to the myplace provider portal. It is for NDIS providers and was build for the new PACE system. Providers can use the my NDIS provider portal to see:
If your next plan needs to change, or you need more, less or different supports, the NDIS will reassess your plan. When you have a plan reassessment, your plan as a whole will be considered. You'll meet with an NDIS planner to create your new plan. Your old plan will end, and the NDIS will replace your plan with a new one. This means you will receive a new plan with new funding.
Plan Reassessment date
The date your plan is due to be re looked at.
Plan variations are amendments to an existing plan.
The new PACE system will have the ability to release funding in instalments. For example, if you have a 3-year plan, you would receive a 1/3 of the total budget at the start then 12 months in you would receive another instalments to cover your second year, and then 12 months later the rest of the budget would be released to cover your 3rd year.
At this stage instalments of funding aren't going to be used but the system does have this capability if it is needed in the future.
This new portal is only for participants that have a plan in PACE, if you do not have a plan in PACE you should continue to use the myplace participant portal.
The my NDIS participant portal is a more accessible and user-friendly way to:
This portal will allow providers to view their participant's plans and budgeting information (with your consent), requests for service and submit reports (Support Coordinators and Recovery Coaches). The portal with provide the below to providers:
It will provide the below to Plan Managers:
These have been developed to help standardise provider reports and capture consistent information to help NDIA planners and NDIS partners prepare for check-ins and plan reassessments with participants.
The reports have been designed with feedback from users, and are not expected to take up more time than reports currently do. Providers should complete the reporting template through discussions with the participant and the people who support them, making sure participants are aware of the details included.
The new reporting templates will make it easier for these providers to:
The templates ask providers for information about:
NDIA may check-in with participants on an unscheduled or discretionary basis also.
This may occur when there is: underutilisation, or over utilisation of participants plan funding.
Your check-in can take place face-to-face or by phone. You can bring a family member, supporter, or someone who helps you with your plan to your check-in, if you want to. Having a check-in doesn't mean your plan needs to change but allows you to ask questions and ensure you are on the right track.
The new website address is https://improvements.ndis.gov.au