Dynamics 365A solution for Disability Support Providers

• $22b in NDIS funding “NDIA set pricing is insufficient to keep our

service in a financially stable condition”• 460,000 NDIS participants by 2019

Client choice• NDIS is driving

Cost reduction Lift in productivity, quality and performance Consideration of mergers Opportunity for growth

A changing environment

The Provider Experience MSWA

Damien Hill – CRM Officer

Active for 40 years 1000+ staff within 2 years (33%+) 3 main areas business areas 

Allied health services - physio, nursing, OT, counselling, speech therapy, social welfare

In home support services - personal care, domestic support, recreation, supported accommodation

Fundraising/marketing/events

Provider Profile

Adjusting to the New Business Environment  

Changing mindset - compete for clients, be profitable Billing in arrears, claiming through portal Indecision, inconsistency and changes to funding

processes Likelihood of ongoing changes to funding model &

administration

ICT Guiding Principles 

Obtain the most value for money as a NFP

Lean as a priority Scalable Focus on our business needs…

not reporting to government bodies

Striving for the Holy Grail 

Live funding balances Automated staff scheduling Staff able to complete admin

requirements with mobile devices Data is visually represented Systems are well integrated

Our Solution Founded on Microsoft products (Office 365, NAV, Field

Service, Xamarin, SharePoint, Power BI) Microsoft Australia has provided funding for key parts of

the solution (mobile app) Retaining current system functionality as well as

benefitting from built in features (integration with Outlook) 

Management of any funding type – even if they are significantly changed in the future

A work in progress - est. 3 years till peak performance  

Support worker arrives at a client’s home to assist with personal careViews job requirements on mobile app

Once work is completed, support worker confirms via app

The 2 hours of service delivery is auto-deducted from total funding and the S12 service group strategy. This is then carried across to the accounting system for billing (if required)

Live Funding Balance Example

Elements to Consider In Advance Limit the number of people involved. It is better to have

fewer people with an OK level of knowledge in each area of your business rather than a lot of people with narrow but deep insight

Involve people that are trusted across the business Know what you want to extract before designing Extracting your own data will save lots of money Keep functionality as lean as possible Give plenty of time for testing and changes Implement changes at the start of new financial year

Service Delivery – Illustrative ScenarioTop 5 system needs:

1.Get paid2.Mobility3.Centralised Participant

info4.User friendliness5.Support delivery of

outcomes

• Laura Jones is the mother of Adam who was recently diagnosed with [disability].

• Laura heard about [Provider] and the assistance they provide to people with [disability].

Laura JonesMotherA need

1. Laura completes an online questionnaire and is presented with useful information about [disability] and programs that might be able to assist her and Adam.

• Delivered by the knowledge base article feature in D365’s Service module and presented through the CRM Portal.

2. Interested in learning more and receiving future updates, Laura registers a new account through the portal.

• By registering the account, a new lead record is created in D365 Sales module capturing Laura’s contact details for follow up.

First contact Laura JonesMother

1. The lead is auto-assigned to Suzana.

• Lead routed through workflow in D365 and Opportunity record raised.

2. Suzana initiates a follow up call using the contact details provided by Laura when registering.

• With D365 using Skype for Business and the Click-to-Call feature.

3. During the call, Suzana records additional specifics on Adam and his condition in the system.

• The call is automatically logged as an interaction in D365.

Suzana GeorgeAssessorFollow-up

Suzana GeorgeAssessorRaise quote

1. Suzana agrees with Laura the services to be provided and generates a quote.

• Quote raised within D365 Sales module.

2. Laura accepts quote. • Agreement record is auto-

created.• Client Files are auto-attached

to the Agreement for each type of service.

• Service Booking automatically recorded in myplace portal (Roadmap).

• Work Order is auto-created in D365 Field Service module to perform an initial assessment

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Client File

Client

Service Type

Agreed Cost

Service Delivery

Notes

Travel

Face-to-Face

Preparation

Suzana GeorgeAssessorSchedule assessment

1. Because of work commitments Laura is only available between 9:00am to 12:00pm this Thursday.

• Promised start and end times entered on work order.

• Using the Schedule Assistant feature, Suzana searches for available Therapists with the required skills in Laura’s area.

• The Schedule Assistant takes into account factors like resource availability, promised time, qualifications, and travel time between bookings.

1. Sue notices that a new service booking has been assigned to her.

• Through the D365 Field Service mobile app (available on tablets and phone devices).

2. Sue accesses case notes as well as booking information such as the address. The maps feature on her device provides turn-by-turn navigation to Laura’s residence.

• Maps integration provided by the Field Service app.

3. Sue works through a pre-defined assessment checklist which allows her to log case notes against each assessment criteria.

• Using the Service Task feature.

Sue SmithTherapistIn-home assessment

1. On completion of the work order, an invoice is generated.

• Payment Request automatically recorded in myplace portal (Roadmap)

• D365 sales order transferred to NAV using the out-of-the-box integration.

2. NDIS makes payment which Maria processes against the invoice

• Web service to auto-update status on CRM sales order to ‘paid’ when the cash receipt is processed in NAV.

Maria GreenFinanceCharging for services

Client Care Solution

Dynamics 365Sales

Out of the box

Marketing

Out of the box

Client Care

Out of the box

Configure / extend

Field Service

Out of the box

Configure /

extend

Dynamics NAV

Out of the box

+ Client centric+ Data centralised+ Business insight+ Not people dependent+ Flexible/future-proofed

+ Client centric+ Mobile, use in the field + Data centralised+ Business insight+ Less people dependent+ Flexible/future-proofed

21

Client

Agreements/ Client File

Case Notes

Disabilities

Plans / Goals

Equipment

Parents, Siblings, Carers

Client Care Solution

Dynamics 365Sales

Out of the box

Marketing

Out of the box

Client Care

Out of the box

Configure / extend

Field Service

Out of the box

Configure /

extend

Dynamics NAV

Out of the box

+ Client centric+ Mobile, use in the field + Data centralised+ Business insight+ Less people dependent+ Flexible/future-proofed

‘CRM’ in NAV

‘CRM’ in NAV

NAV in Outlook

Client Care Solution

Dynamics 365CRM Sales

Out of the box

CRM Marketi

ng

Out of the box

CRM ‘Client Care’

Out of the box

Configure / extend

CRM Field Service

Out of the box

Configure /

extend

NAV Financi

als

Out of the box

70%+ out-of-the-box fit

Gaps: - HRM - Advanced rostering - Complex award interpretation - Timesheet - Aggregated client statement (Roadmap) - Interface with myplace – service bookings, payment requests (Roadmap)

Enquiry Opportunity Quote Client File

Sales

ScheduleService Delivery

Review / Approval Invoicing

Field Service

Thank you.