Foreword

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Over the past 12 months we’ve provided support for marketing strategy and planning to over 25 organisations working through NDIS transition. We’ve viewed the disability marketplace from many different perspectives, and seen the various approaches organisations are taking to NDIS. Whilst the landscape is changing rapidly, there are some general principles that seem to be […]


Turning a personal passion into a viable social business might start with an inspirational story but it certainly won’t end there. For Paul Allam, founder of Sydney’s Bread and Butter Project and the Bourke Street Bakery, the inspiration came from a visit to the social business Mae Sot on the Thai-Burmese border and a project […]


As the NDIS rolls out providers are urged to transform their business processes and systems. The move from block funding to payment for hours of service provided requires good preparation, organisation and commitment. Registering as a NDIS provider is only the first step. New ways need to be developed, trialled and adjusted as part of […]


Loyalty is hard to come by these days – even in the not for profit sector.  Our communities are becoming more sophisticated, informed and savvy about the services they chose to engage in.  For community based organisations the issue with developing customer loyalty is not attracting new customers – it’s more about how we retain […]


Major change may be initiated or catalysed by one person, but it’s rarely achieved or sustained through lone effort. Just as we learn as managers and leaders that we need to shift from personally delivering the goods to doing through others, so social innovators need to progress from a personal commitment to new product or […]


In our last two instalments, we explained how to calculate gross margins and net margins for each of your NDIS service lines, and discussed non-chargeable time and how to minimise it. We’ve left the most challenging subject until last – NDIS overheads. The reason this subject is difficult is that the longer you’ve been in […]


‘Our enterprises aren’t innovative in themselves, but it’s the process of empowerment.’ Louise Nobes, KiK  When we think of innovation, we are probably inclined to think of digital technology or other ‘new and improved’ versions of everyday products, but innovation isn’t just about product, it’s also about process. After 15 years as a social worker, […]


In our last article on NDIS costing, we explained how to calculate gross margins and net margins for each of your NDIS service lines. There are two really big variables in the NDIS pricing calculation – non-chargeable time and overheads. In this article we explore the subject of non-chargeable time. NDIS pricing is based on […]


There is no doubt that consumer directed care has placed our service standards under the spotlight.  In a market place that is becoming more crowded and noisy, finding that special ‘something’ to attract and retain our customers has become a necessity for survival rather than a ‘nice to have’.  With so much focus on packaging […]


Employee engagement principles are easy to understand, at least on a theoretical level.  Employees that feel valued for their inputs (knowledge, skills, experience, work ethic, ideas, feedback, performance etc.) are more likely to have higher engagement levels.  They go beyond the basic service deliverables and as a consequence they deliver positive customer experiences that add […]