The National Disability Insurance Agency's (NDIA) new computer system, PACE, is designed to enhance the delivery of the National Disability Insurance Scheme (NDIS). Built on Salesforce’s customer relationship management technology, NDIS PACE will replace the current business system, portal, and payment systems, aiming to improve efficiency and usability across the board.
Purpose of the NDIS PACE System
The existing system, in place since 2016, no longer meets the evolving needs of participants, providers, and the NDIA. PACE addresses these limitations by streamlining interactions, improving accessibility, and reducing administrative burdens. Additionally, it aligns with future recommendations from the NDIS Review and the Disability Royal Commission. PACE will eventually replace the current online system and the MyPlace Portal as part of ongoing system upgrades. With clearer information and more efficient workflows, PACE aims to allow providers to focus more on participant outcomes rather than paperwork.
Testing and Rollout of New Computer System
PACE was initially tested in Tasmania in November 2022, allowing for feedback and refinements based on real-world use. Following successful trials, the national rollout commenced in late October 2023 and is expected to span approximately 18 months. New participants will transition to PACE first, with existing participants joining the system as they begin new NDIS plans. Plan managed participants will need to record their plan manager on their plans and follow procedures for endorsing providers and changing plan managers.
Key Changes with PACE System
1. Participant-Endorsed Providers ("My Providers")
Participants will now designate their chosen NDIS providers as “My Providers,” removing the need for service bookings. This simplifies the claiming process, as providers can directly claim payments against participants’ plans.
2. Support Categories
PACE introduces a new support type called Recurring, alongside the existing Core, Capital, and Capacity Building categories. Six new support categories have also been added, while some existing categories have been renamed for clarity.
Support coordinators will help participants navigate these new support categories and ensure they receive the appropriate services.
3. New Portals
my NDIS Participant Portal and App: Improved user-friendly interfaces will allow participants to view budgets, plan details, and manage claims. Plan managers will have access to participant details and manage claims through the updated provider portal.
my NDIS Provider Portal: Providers will have better access to participant plans (with consent), submit reports, and receive important notifications. Psychosocial recovery coaches will use the new portals to facilitate communication and enhance service delivery.
4. Participant Check-Ins
Regular check-ins will ensure participants’ plans align with their evolving needs. These discussions will focus on goal progress, funding effectiveness, and necessary adjustments. Coordinators and psychosocial recovery coaches will be involved in these check-ins to ensure comprehensive support for participants.
What Remains Unchanged
Despite the new system, the foundational structure of the NDIS, the NDIS Act, and obligations under the NDIS Quality and Safeguards Commission remain unchanged. PACE builds upon the existing principles, ensuring the core values of the NDIS stay intact.
Preparing for PACE
Participants and providers are encouraged to:
Attend NDIA information sessions.
Stay updated through official NDIA communications.
Explore the new portals once they become available.
Understand the changes related to Specialist Disability Accommodation (SDA) and how to record participant-endorsed providers for SDA claims.
Being informed and proactive will ensure a smooth transition to the PACE system, enabling participants and providers to fully benefit from its enhancements.
For ongoing updates and resources, regularly check the NDIA’s official communications channels.
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