Dynamics Day 2017 Perth: WA Solution for Disability Support Providers
Download as PPTX, PDF1 like749 views
The document outlines the adaptation of disability support providers to funding changes within the NDIS framework, emphasizing the need for financial stability and efficient service delivery. It details the integration of Microsoft Dynamics 365 solutions that enhance operational processes, such as mobile service scheduling and billing automation. The focus is on improving client engagement and service management while ensuring scalability and cost-effectiveness in a competitive environment.
![• 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 Jones
Mother
A need](https://image.slidesharecdn.com/dynamicsday2017perth-wasolutionfordisabilitysupportproviders-170312210247/85/Dynamics-Day-2017-Perth-WA-Solution-for-Disability-Support-Providers-12-320.jpg)
![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 Jones
Mother](https://image.slidesharecdn.com/dynamicsday2017perth-wasolutionfordisabilitysupportproviders-170312210247/85/Dynamics-Day-2017-Perth-WA-Solution-for-Disability-Support-Providers-13-320.jpg)
Dynamics Day 2017 Perth: WA Solution for Disability Support Providers
- 1. Dynamics 365 A solution for Disability Support Providers
- 2. • $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
- 3. The Provider Experience MSWA Damien Hill – CRM Officer
- 4. 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
- 5. 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
- 6. 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
- 7. 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
- 8. 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
- 9. Support worker arrives at a client’s home to assist with personal care Views 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
- 10. 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
- 11. Service Delivery – Illustrative Scenario Top 5 system needs: 1. Get paid 2. Mobility 3. Centralised Participant info 4. User friendliness 5. Support delivery of outcomes
- 12. • 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 Jones Mother A need
- 13. 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 Jones Mother
- 14. 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 George Assessor Follow-up
- 15. Suzana George Assessor Raise 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
- 17. Suzana George Assessor Schedule 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.
- 18. 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 Smith Therapist In-home assessment
- 19. 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 Green Finance Charging for services
- 20. Client Care Solution Dynamics 365 Sales 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. 21 Client Agreements / Client File Case Notes Disabilities Plans / Goals Equipment Parents, Siblings, Carers
- 22. Client Care Solution Dynamics 365 Sales 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
- 23. ‘CRM’ in NAV
- 24. ‘CRM’ in NAV
- 25. NAV in Outlook
- 26. Client Care Solution Dynamics 365 CRM Sales Out of the box CRM Marketing Out of the box CRM ‘Client Care’ Out of the box Configure / extend CRM Field Service Out of the box Configure / extend NAV Financials 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)
- 27. Enquiry Opportunity Quote Client File Sales Schedule Service Delivery Review / Approval Invoicing Field Service
- 29. Thank you.