New government technology on the horizon for the NDIS

Away from mainstream outlets like the ABC and SMH, another story has been bubbling along quietly: the government’s investment in NDIS technology platforms.

Innovation Aus reports NDIA CEO Martin Hoffman recently announced at a Senate Estimates Hearing that the scheme will launch a new app to make mobile devices capable of accessing what participants currently view in a web browser.

Ultimately, the plan is for the app to link directly to MyGov, similar to other prominent services like the ATO.

While several articles report some oppose this move—with NDIS Technology Authority Chief Marie Johnson apparently suggesting the government is using participants as “guinea pigs”—many of us already use ATO and other functions connected to MyGov with few issues.

Ms Johnson reportedly went further to suggest such tech experiments could lead to “human rights violations”. These comments were largely in response to work done by the government and partners to streamline processes, most notably a partnership with Commonwealth Bank to test blockchain technology in checking expense legitimacy.

Elsewhere, Bruce Bonyhady has suggested the government should reassess its overhaul of eligibility testing because it spreads fear and stress among Australians with disabilities. He describes the process, which relies on independent contractors aided by digital tools and questionnaires, as “robo-planning.”

5 Essential Questions Guiding NDIS Technology Development

At Visicase, as we look to our own platform enhancements in both the short and long term, we take on board the discussion around these new apps, tools, and digital devices being introduced for providers and participants.

We are thinking about what is best for our users—those providing support and those receiving it—and we feel this same line of thinking should apply to government digital spaces.

In developing any new government apps or tools, five important questions should lead development:

1. Does it make life easier?

When working with any audience—especially a vulnerable audience prone to stress or discomfort—it is vital to ask if the update in NDIS technology will make life so much easier that the change is worth it.

At Visicase, this is a question we consult our users about increasingly before approaching any new enhancement or update. We must ensure changes genuinely make our customers’ lives better.

2. Is it accessible and usable?

Obviously there are strict accessibility guidelines when developing digital platforms for people with disabilities. But even meeting those, some apps and digital platforms are confusing and difficult for participants to use.

When creating technology to support and empower this group, it’s important government suppliers go beyond the prescribed accessibility guidelines and dive into areas like user experience. This should be underpinned by research with and input from the people who will benefit from the tool.

3. Is it tested?

In some ways, we very much agree with the thoughts of Marie Johnson when it comes to technology in this area. While user testing and research should be done with those who will use a tool, this is not the right group to use as ‘guinea pigs’, to test new concepts and brand new technology.

Once we have tried and tested technology, once we know how to implement Blockchain in situations similar to this one, only then should we be looking at implementing it for more vulnerable audiences.

4. Is it ethical?

This is a really big one, and a question that should always be asked, no matter what technology you are developing and who you are developing it for. And while legal is often more clear-cut, what is ethical can be open to interpretation.

Unethical can be something as simple as testing new technology on a vulnerable audience, knowing, if the tests are challenging or confronting, it could be very stressful or damaging for those people who trying out.

5. Is it safe?

These days, we are ‘investing’ new technology and enhancing existing technology at a rapid rate, especially in the digital space. We are also seeing increased rates of more sophisticated and intelligent hacking, as well as basic tricks and scams.

Again, when working with vulnerable audiences, or any audience at all, safety always has to come first.

Whether it’s the safety of data, understanding the implications of the technology, or exposing vulnerable people to predators – as technology creators, we have a duty of care to think about the safety of the people for whom the technology is being built.

Developing technology is not just a job or a business purpose; it’s also a privilege, especially when catering to those most in need in our communities.

We will continue to watch developments in the NDIS government technology space with interest, always assessing through the lens of these important questions.

VisiCase provides an NDIS-ready business automation platform, built on powerful workflows. It helps you manage, streamline and optimise every component of your business, and its modules empower a positive employee and client experience.

Image by Christian Wiediger

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