User-Defined Features for an Emarket to Assist National Disability Insurance Scheme Participants
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NDIS eMarket User-defined features for an eMarket to assist National Disability Insurance Scheme participants and others to connect to support agencies and other suppliers.
Disclaimer
JFA Purple Orange prepared this work under the Schedule – Standard Funding Agreement, signed 21 January 2013, and in accordance with the Australian Government Terms and Conditions Standard Funding Agreement for Agreements entered into from 11 May 2011, which fully sets out the scope of our work. Nothing within this report is intended to imply that we have carried out any work beyond that scope. JFA Purple Orange has prepared the material in this report from publicly available material, and from information provided by a range of stakeholders via discussions and surveys. JFA Purple Orange has relied upon the accuracy, currency and completeness of the information provided to it by these various stakeholders, and takes no responsibility for the accuracy, currency, reliability or correctness of the information, and acknowledges that changes in circumstances after the time of publication may impact the accuracy of the information. The information may change without notice and JFA Purple Orange is not in any way liable for the accuracy of any information used or relied upon by a third party.
Furthermore JFA Purple Orange has not independently validated or verified the information provided to it for the purpose of the Report and the content of this Report does not in any way constitute an audit or assurance of any of the information contained herein.
NDIS eMarket 2 Acknowledgements
JFA Purple Orange extend appreciation to the Commonwealth Government of Australia for grant-funding this initiative.
We also extend our thanks and admiration to the eMarket Co-design Group members for their collective contribution to the authorship of this report.
Finally, we extend our appreciation to the 300+ people who shared their views during the consultation.
This report was prepared by
JFA Purple Orange PO Box 701 Unley Business Centre T: (08) 8373 8333 F: (08) 8373 8373 E: [email protected]
Project Staff
Alicia Fidock: Project Manager and Facilitator Robbi Williams: Facilitator 17 May 2013
NDIS eMarket 3 Contents
NDIS eMarket 4 1.0 Introduction
JFA Purple Orange successfully applied to the NDIS Practical Design Fund for a grant to prepare a user blueprint for a multifunctional eMarket (a multifunctional online marketplace) to assist people living with disability and their families to exercise control and choice about support options; and to assist service agencies to communicate their offerings. JFA Purple Orange was moved to explore this topic because of the growing availability and use of online marketplaces to assist visitors with information and purchasing. Online platforms such as Amazon, eBay, TripAdvisor and Gumtree are increasingly familiar to consumers, and the widespread use of the internet to search for information has resulted, among other things, in the word Google being cited as a verb in the Oxford English Dictionary1. From a standing start in the year 2000, TripAdvisor now has more than 200 million unique visitors per month, with its sites carrying more than 100 million travel reviews and opinions from travellers around the world, and links to more than 2.5 million businesses. More than 60 new contributions are posted every minute 2. It seems likely these remarkable volumes reflect the growing use of the internet generally, particularly with the evolution of handheld technology such as smartphones and tablets. A recent Deloitte report notes in the past two years there has been a 98 per cent growth in the number of tablet users and a 40 per cent growth in the number of smart phone users; the report notes 50 per cent of consumers who owned a smart phone had used it for store related shopping 3. The same report cites a source stating Amazon experienced an average revenue growth of 30 per cent and above, annually, over the past ten years 4. A 2012 report notes 89 per cent of United Kingdom consumers researched products and services online before making a purchase5. These online marketplace developments suggest the medium is worthy of consideration given the advent of the National Disability Insurance Scheme (NDIS), with Australia's Productivity Commission estimating a 90 per cent increase in funding, from $7.1 billion to $13.6 billion6, much of which will be distributed via individual budgets where scheme participants make purchasing decisions. Given these trends, JFA Purple Orange’s project focus was the development of a user blueprint listing the eMarket features people living with disability, their families,
1 http://oxforddictionaries.com/definition/english/google accessed 29 April 2013
2 http://www.tripadvisor.com/PressCenter-c4-Fact_Sheet.html accessed 22 April 2013
3 Deloitte Touch Tohmatsu Limited (2013) global powers of consumer products 2013: engaging the connected consumer downloaded 25 April 2013 from http://www.deloitte.com/view/en_AU/au/industries/consumerbusinessandtransport/consumerbusine ss/dc892016b04cd310VgnVCM3000003456f70aRCRD.htm
4 http://www.wikinvest.com/stock/Amazon.com_(AMZN)/Data/Revenue_Growth accessed 26 April 2013
5 http://www.deloitte.com/view/en_GB/uk/industries/consumer- business/8eb10f79ffd1b310VgnVCM3000003456f70aRCRD.htm accessed 29 April 2013
6 http://www.pc.gov.au/__data/assets/pdf_file/0011/111404/disability-support-executive- summary.pdf accessed 29 April 2013
NDIS eMarket 5 support agencies and other suppliers, might value in an online platform specifically focussed on disability supports. The blueprint is not intended to include detailed specifications relating to the technical architecture and capacity of a website/eMarket, nor provide a detailed analysis of the range of practical issues which might be encountered during development and implementation. The eMarket user blueprint was developed using a co-design methodology involving people living with disability, families, service agencies and other stakeholders relevant to the design process. Throughout the document we use a number of terms to describe stakeholders involved in the project. Please refer below for definitions: Term Definition Consumers People living with disability plus family and friends plus brokers acting on their behalf. Agencies Disability Service providers, equipment suppliers, individual practitioners and any other individual or entity offering services or products to people living with disability. Project Participants Collectively refers to those people who variously took part in the consultation workshops and/or the online survey and/or the Co-design Group and/or individual conversations with project staff.
NDIS eMarket 6 2.0 Methodology
2.1 Co-design Group
JFA Purple Orange ran a co-design methodology to develop this report, where co- design is defined as “a product, service, or organisation development process where design professionals empower, encourage, and guide users to develop solutions for themselves”7. Co-design is anchored on the premise that if the intended beneficiaries of a system are involved in its design, that design is likely to be more effective in its benefits. Accordingly, JFA Purple Orange established a Co-design Group which provided guidance on the design of an eMarket; terms of reference for the group are attached as Appendix A. JFA Purple Orange drew on its local and interstate network of stakeholders and contacts, and approached potential members accordingly. The Co-design Group comprised stakeholders from South Australia and interstate representing people living with disability, family members and service agencies.
Members of the Co-design Group were: Jacky Chant - SA-based with lived experience of disability Samantha Jenkinson - WA-based with lived experience of disability John McKenna - VIC-based disability commentator with lived experience of disability Jackie Beard - SA-based human services professional and family member of a person living with disability Sam Paior - SA-based family member of a person living with disability
7 http://en.wikipedia.org/wiki/Co-design accessed 23 April 2013
NDIS eMarket 7 Peter Fidock - VIC-based IT service experience and family member of a person living with disability Frauke Husner - SA-based with extensive experience in the disability service sector including individualised funding models and a family member of a person living with disability Gordon Duff - NSW-based with extensive experience in the disability service sector including within a peak body Robbi Williams - SA-based with extensive experience in human services design, commissioning and provision, research and advocacy, and government commissioning of IT services The role of the Co-design Group was to provide a multi-stakeholder perspective and provide expertise, advice, guidance and helpful input in regards to developing the blueprint. The Co-design Group met six times and each meeting focused on different aspects of the project. The following tables provide a summary of when the meetings were held and what was discussed. Date 7 February 2013 Focus Set methodology and consultation coordinates Preparatory Material Briefing Paper including proposed consultation approach and PowerPoint presentation Outcomes Confirmed consultation coordinates and identified refinements to methodology, including: amend PowerPoint presentation to change the order of the website examples on the PowerPoint to highlight the UK “Shop4Support” example last, as this would link in well with the proposed questions to ask participants create a Dropbox online account and email group list to enable the Co- design Group to share information and ideas Date 21 February 2013 Focus Review research data and identify salient points for draft blueprint design, i.e. implications for design specifications, features Preparatory Material Updated PowerPoint presentation including proposed questions to ask consultation participants and briefing paper Outcomes Feedback received on research data, and initial identification of salient points for draft blueprint design. Identified further refinements to methodology, including: amend PowerPoint presentation to include the addition of picture grabs to highlight features ensure people living in rural and remote areas and people without ready access to a computer or the internet are considered as part of the consultations
NDIS eMarket 8 Date 9 April 2013 Focus Review consultation feedback and advance draft design, i.e. what is helpful and what is not helpful Preparatory Material Key themes draft document summarising consultation suggestions and observations Outcomes Initial feedback on consultation, and emergence of key themes for consideration in report: Informing and connecting Purchasing and transacting Managing Draft report to be restructured in line with these key themes, ready for next meeting
Date 18 April 2013 Focus Review of draft blueprint design and final report Preparatory Material Draft blueprint design and report Outcomes Draft report material reviewed, with input including: create a “tag cloud” using www.tagcrowd.com and inputting consultation data gathered to identify which topics/features were highlighted the most
NDIS eMarket 9 Agreed that document structure will run on the following lines: Informing and connecting Purchasing and transacting Managing Accessibility Other technical considerations Stewardship Recommended the consultation be extended where possible to include the following perspectives: People living with intellectual disability People living with acquired brain injury People living with enduring mental illness People from culturally and linguistically diverse backgrounds Date 24 April 2013 Focus Further review of blueprint draft design and final report Preparatory Material Updated draft blueprint design and report Outcomes Agreed to: include sound bites from consultation participants that relate to aspects of the report include a checklist example of information agencies should provide include highlighted hotspots in dialogue boxes under relevant sections consider using catchy terms that relate to relevant sections of the report such as o Find it o Share it o Buy it o Manage it Date 29 April 2013 Focus Finalise blueprint design and final report Preparatory Material Updated draft blueprint design and report Outcomes Approved final blueprint design and report
NDIS eMarket 10 3.0 Program of Consultations
The consultation process had three mechanisms for collecting input: Consultation workshops Online survey Individual discussions A total of 375 people were involved in the consultation process. 3.1 Consultation workshops
3.1.1 Schedule JFA Purple Orange selected dates in March and early April 2013 to run the consultation workshops to allow sufficient time to: advertise and run the consultation workshops transcribe and collate the data collected from the consultation workshops prepare a blueprint highlighting the user-specifications for an eMarket. JFA Purple Orange then approached peak disability organisations and agencies in each NDIS launch site, as well as in Sydney, Perth, Brisbane, Alice Springs and Darwin, seeking information regarding: Whether the proposed dates would clash with other local events What centrally located accessible venues would be suitable to run the consultation workshops JFA Purple Orange also received additional support from agencies based in Launceston, Sydney, Perth, Brisbane, Alice Springs and Darwin to run consultations which included finding venues and distributing information about the consultation workshops throughout their networks. These agencies included: National Disability Coordination Officer Program and Speak Out Association of Tasmania – Launceston Association for Children with a Disability NSW – Sydney WA Individualised Services – Perth Community Resource Unit Incorporated – Brisbane National Disability Services NT – Alice Springs and Darwin In early February JFA Purple Orange commenced advertising the consultation workshops. This gave stakeholders with an interest in the project a minimum of one month to register for the consultation in their region. We invited people living with disability, families and supporters, service agencies, other suppliers and government employees to participate in the consultations. The consultation workshop flyer and registration form was distributed by JFA Purple Orange via: Website www.purpleorange.org.au Email distribution list (approximately 800 people) Facebook www.facebook.com/jfapurpleorange JFA Purple Orange also sought asssistance from a range of services in each NDIS launch site to distribute information about the consultation workshops throughout their networks. These agencies included: The National Disability Services (NDS) (Australia’s peak body for non- government disability service organisations) The NDIS Launch Transition Agency in Tasmania Advocacy agencies
NDIS eMarket 11 Local councils Disability ACT Disability Information Resource Centres in South Australia, New South Wales and Victoria JFA Purple Orange conducted 21 consultation workshops across Australia, involving a total of 270 registrants.
NDIS eMarket 12 The following table provides details of the dates, venues and number of people registered for each consultation workshop.
NDIS eMarket 13 Date Location Stakeholders People Registered 5 March 2013 Launceston People living with 10 disability, family members, agencies 6 March 2013 Hobart Session 1 Agencies 3 6 March 2013 Hobart Session 2 Agencies 30 7 March 2013 Geelong Barwon Disability 2 Resource Centre 8 March 2013 Geelong Session 1 People living with 5 disability, agencies, suppliers 8 March 2013 Geelong Session 2 Agencies 28 11 March 2013 Alice Springs People living with 7 disability, family members, agencies 14 March 2013 Adelaide Session 1 Disability Information 2 Resource Centre 14 March 2013 Adelaide Session 2 Agencies 30 15 March 2013 Adelaide Session 3 Family members, 8 agencies, government employees 21 March 2013 Sydney Family members, 12 agencies, government employees, suppliers 22 March 2013 Newcastle Session 1 People living with 4 disability, family members, agencies 22 March 2013 Newcastle Session 2 Agencies 25 26 March 2013 Brisbane Agencies 4 27 March 2013 Perth People living with 9 disability, agencies, government employees 3 April 2013 Sydney IDEAS NSW 2 (teleconference) 8 April 2013 Darwin People living with 13 disability, family members, agencies, government employees 12 April 2013 Canberra Session 1 People living with 11 disability, family members, agencies, government employees 12 April 2013 Canberra Session 2 Agencies 38 16 April 2013 Adelaide Self-Advocacy group at 19 Minda (people living with intellectual disability run this group) 17 April 2013 Adelaide 3Rs group (people living 8 with acquired brain injury
NDIS eMarket 14 3.1.2 Supporting Material used in the consultation workshops JFA Purple Orange used a PowerPoint presentation highlighting three multifunctional website examples to illustrate the types of features used in eMarket platforms. The three websites were: TripAdvisor – the world’s largest travel site that provides “reviews and advice on hotels, resorts, flights holiday rentals, holiday packages, travel guides, and lots more” www.tripadvisor.com.au eBay - “the world’s largest online marketplace where practically anyone can buy and sell practically anything" – http://www.ebayinc.com/who_we_are/one_company Shop4Support – a UK disability website where people “can browse information and advice, search for products and services, shop online and manage their budget in one safe and secure place” – www.shop4support.com JFA Purple Orange chose these sites as they demonstrate a wide diversity of features that both generic and disability specific websites offer. The presentation included screen grabs of what different website features looked like. Following the PowerPoint presentation, JFA Purple Orange provided a framework of questions for participants to give their views. These questions included: What features would you find helpful / not helpful? What features do you think you would use the most? What accessibility features would you find helpful? What websites have impressed you? What do you think are the limits of an online platform? Overall, would it be helpful if the National Disability Insurance Scheme (NDIS) had an eMarket? Why? Who do you think should run the eMarket website? Who do you think should govern the eMarket website? Do you have any other comments? Workshop facilitators took notes, supplemented by an audio recording to help ensure no material was missed. Participants were asked to give their permission prior to the recording taking place, and were advised the recording was for the purpose of helping ensure no points were missed. Participants were further advised JFA Purple Orange did not intend to use the material publicly or in any way that would identify any individual. Workshop facilitators then collated the main points emerging from each consultation, and used the password-protected Dropbox platform to show the material with the Co-design Group. 3.2 Online survey
As a supplement to the venue-based consultation workshop sessions, JFA Purple Orange developed an online survey, covering similar material to that outlined above. The survey questions are listed in Appendix 2. A total of 103 respondents participated in the online survey. The survey was facilitated via the Survey Monkey platform. As part of the introduction to the survey, respondents were provided with website addresses and
NDIS eMarket 15 invited to look at the features on the three websites and Amazon website prior to completing the online survey. Information about the online survey was distributed by JFA Purple Orange via: Website www.purpleorange.org.au Email distribution list (approximately 800 people) Facebook www.facebook.com/jfapurpleorange 3.3 Individual Discussions
In addition to the consultation workshops and the online survey, JFA Purple Orange also undertook a number of individual conversations.
NDIS eMarket 16 4.0 Key Features reported through consultation
To identify initial trends in the consultation data, we developed a “tag cloud” using www.tagcrowd.com (see below). The larger words indicate those concepts identified more often by consultation participants. Tag Cloud of key areas raised from consultation data
The diagram provides a good visual representation of the themes which emerged in the consultation and helped consolidate our emerging view that there were four main themes for what people wanted to gain from an eMarket: Find it - Information about options and opportunities Share it - Connect with other stakeholders to share stories and experiences Buy it - Purchase and transaction of services and supports Manage it - Tools for coordinating plans and budgets There were also two areas of discussion which emerged from our analysis of the consultation data which focused on accessibility and stewardship. Therefore, we have organised our collation and analysis of the consultation data in the following way: Find it Share it Buy it Manage it Accessibility Stewardship For the first four areas, we have looked at features requested by consumers (the demand side of the market), and then features requested by agencies (the supply side of the market). The remaining areas look at suggestions and considerations to support the development and use of an eMarket. Throughout the analysis, we have included relevant quotes from project participants.
NDIS eMarket 17 5.0 Find it
“It is very hard to find out what services are available … No one tells you what is available. With an NDIS emarketplace that information will be available for everyone” Find it refers to the process of accessing relevant information, be it on the eMarket site itself or via a signpost to another online or physical location. A cornerstone expectation of the eMarket is that it will provide visitors with relevant information, and help them to navigate to other places on the Internet. Key considerations for Find It functionality included the following. 5.1 The overall eMarket character that consumers want (Demand)
A “go to” website not a “one-stop-shop” The general expectation among many project participants was that the eMarket not be a “one-stop-shop” but instead a “go to” website, providing a trusted default entry point at the start of their journey. The website would be a portal to information and services available elsewhere online, for example for online directories, government websites, service/supply websites, et cetera. It was not expected the website would replicate or replace existing good websites or other online initiatives. Signalling accreditation Many project participants noted the importance of accreditation signals for each of the supply agencies having presence on the eMarket site. Sites like eBay and TripAdvisor have site-driven “accreditation” whereby sellers/suppliers are rated by their online customers and this aggregates into a ratings score that might give the site visitor a sense of how much they can trust a particular seller/supplier. While project participants were engaged by these possibilities they also felt there needs to be some formal level of accreditation to check the legitimacy of services and information included on the site. This could vary according to the nature of services and for safeguards therein, ranging from lower risk offerings that might simply require the provision of an ACN or ABN number before an entity is allowed to upload information to the eMarket, to more specific accreditation requirements for agencies providing more intimate supports to people living with greater vulnerability. Other considerations Facilitating but not replacing face-to-face activity. Many project participants saw clear value in an eMarket being a platform for making purchases, but did not want it to be the only place where people could make purchases with their NDIS funds. In this sense, the website was seen as an enabler but not replacing the importance of meeting people and agencies face-to-face to develop a tailored support relationship, plan or product. Not just for advanced Internet users. Some project participants noted the site needed to offer different degrees of involvement for visitors, ranging from basic browsing and information-
NDIS eMarket 18 seeking, through to more active purchasing and other interactions, including sharing feedback and experiences. Not just specific disability services and supports. Many project participants asserted the website should be a good, up-to-date directory of disability services, support and equipment, but also include information about generic services, supports and opportunities.
NDIS eMarket 19 5.2 Find It features requested by consumers (Demand)
Project participants identified the following preferred features for the eMarket. Search features Current online platforms like TripAdvisor and eBay offer a variety of ways for people to search for the information they want. In line with this, the eMarket project participants identified a number of search features they felt would be helpful. These included: General search where the visitor can enter whatever words they wish into a search window Regional search a feature that would allow people to search in their local area as well as other states: o Could use the Australian map for people to click on o Could use a postcode search feature Locality search a feature that would allow people to search specific suburbs and surrounding areas. Searches could then be highlighted on a local area map Service category search a feature that would allow people to search by specific type of service Proximity search a feature that would allow people to indicate they only want information from services within a specific distance, e.g. 5km radius Activity search a feature that would allow people to key in the activities they are interested in, e.g. “I want to sail” and then access relevant services External search a feature that would allow people to search outside of the website Price range search a feature that would allow people to highlight the amount of money they want to spend for a particular service, e.g. this feature is available on TripAdvisor Specific support invitation search a feature that would allow people to highlight the type of personal support they would like including the type of skills and experience they require and invite services to respond.
Save your search Project participant feedback included the suggestion that it would be useful for site visitors to save or print their search results for future reference. Feature: “what other people like you bought” This is where, in addition to the search results, the visitor gets extra information showing the decisions/preferences of other visitors with similar interests, e.g. this feature is available on eBay. Service comparison This suggested feature is where search results can be organised in a way that enables the site visitor to compare the offerings of different agencies through an example matrix that allows the visitor to compare all options on one page 8. Short list/wishlist In keeping with existing online marketplaces, a short list/wish list option makes it possible to save and review searched information about possible preferred
8 Refer to www.iselect.com.au , accessed 30 April 2013
NDIS eMarket 20 providers. It was also suggested that this information could be linked to the person's planning activities, including making it available to share with others involved in the person's planning and purchasing. Categories of information Project participants gave ideas about a range of categories, including (not an exhaustive list): Information on consumer rights, e.g. information on contracts, latest research, comparisons by independent research on services, e.g. a service offered by ‘Choice’ (this could also be a feature offered by the website if it is independently run and governed) Legal advice Local connections/activities, i.e. capacity to access information and supports available in the local community Equipment / aids Volunteering, e.g. people wanting to do voluntary work or student placements could register on the website Health Therapy Employment of staff support Recreation and sport Resources for family members including siblings, i.e. resources that support family members across the lifespan Advocacy services Training and services for agencies or those employing staff directly Expert Advice, e.g. advice with planning, budgeting Peer support organisations/groups What’s new Latest news Employment opportunities, e.g. linking to employment services websites. Calendar Project participants saw the benefit of calendar features within the eMarket providing the following functionality: Agencies and community groups could upload information on events/conferences/workshops/social events to a public calendar Consumers could click on events and automatically add them to their private calendars (iCal), invite others or create their own calendar on the eMarket site Private personalised calendars could be used to create staffing and other rosters with permissions granted for access by other approved users. Push Notification This is where site visitors can set their preferences so that relevant information can be ‘pushed’ out to them, by e-mail or similar, when they are not actively browsing on the eMarket. For example: Push notifications could be sent to consumers who have requested to be kept updated on particular providers/geographic or subject areas of interest as identified in their user profile Push notifications could also be sent to consumers who have requested updated information on calendar events. Checklist features
NDIS eMarket 21 The idea of this is to make it as easy as possible for the site visitor to decide what questions to ask services/suppliers. The feature could include: Provision of a checklist of general questions people can ask services to help them identify what services have to offer Provision of examples of services or options people could use after inputting their needs and interests. This could help people start thinking about what they may like to do with their funding Provision of information sheets on the different types of services that could meet the needs of people living with disability Provision of a checklist on how to ‘employ your own support worker’ including information on OH&S, training, insurance. NDIS frequently asked questions Project participants suggested it would be helpful for the site to carry up-to-date information about the most common queries that people have of the NDIS, covering the basic rules and options.
NDIS eMarket 22 5.3 Find It Features for agencies (Supply)
Project participants identified the following preferred features for agencies. Creation of an agency specific e-commerce page within the eMarket This is similar to that currently available on the UK disability online platform Shop4Support. Service agencies and other suppliers can create an e-commerce page, using a standard format to input information. This feature was deemed helpful because, among other things, it would help smaller agencies who do not have the resources to create their own website. E-commerce page elements might include (an indicative not exhaustive list): Links to an agency’s website to provide more information about the supports on offer Agency contact details, e.g. email, phone, Skype, TTY Location or region(s) service is provided Insurance coverage Quality assurance measures, e.g. whether they meet certain service standards Agency accreditation and ABN details Unit costs including breakdown of costs over weekends, public holidays, sleepovers et cetera. This should also include addons or associated costs, e.g. postage for equipment Information on delivery times/wait lists for products and services Information on service philosophy and mission statement. Common categories for uploading agency information To make it as easy as possible for site visitors to compare and contrast different offerings, the Co-design Group suggested a common category format for agency information. This could take the form of a common starter list, where agencies provide information using a common question format.
NDIS eMarket 23 See box below for an example of a starter list for agency information. EXAMPLE OF A STARTER LIST FOR INFORMATION PROVIDED BY AGENCIES 1) A disability service provider What area(s) do you service? What services do you provide (use tick box options) o personal support o domestic support o respite o list of different therapy supports o assistive products and equipment . house adaptations . personal aids o Community and recreation o Therapy services . Physiotherapy . Speech therapy . Occupational therapy o Nursing services o Transport o Brokerage support . Financial support . Legal support . Payroll support o Training What hours do you provide services – day/night? Do you cover particular physical needs? Can you be used at short notice or do I need to be assessed first? Do I have to sign up to a contract? Can I choose my own staff? How much does your service cost? What is included and are there any extra fees? What do you do if I have a problem with your service or staff member? 2) A piece of assistive equipment How much does it cost? Can you provide guidance to help me work out what I need? Are there different options/range of equipment? Can I view pictures of your products online? Is there a physical location I can view your products? Can your products be delivered? Can I hire, try, loan, buy outright or get your product through a package? What are the servicing arrangements of the product? How long is the warranty and what does it cover? How long will it take to deliver once ordered? 3) A therapy service provider Are you local? Please highlight where you are located. Are you registered? Who with?
NDIS eMarket 24 What are your hourly rates? How accessible is your business for people living with disability? Do you do home visits? Have you had experience catering to the needs of people living with disability? Importantly, project participants noted that services/suppliers need to be able to emphasise and highlight their points of difference, and their particular points of quality. Connectivity to agency’s own website Project participants noted the value of the agency’s presence on the eMarket, carrying seamless links back to that agency's own website to help ensure full connectivity of relevant data. Maintaining the currency of agency information Accurate information is essential to the potency of an eMarket platform. Therefore, to maintain the currency of information it was suggested that agencies have their own accounts in the eMarket, with a login feature; this will help avoid having to go through website administration every time agency information needs to be updated. It was suggested that each agency’s e-commerce page, within the eMarket, carry a ‘last updated‘ tag to show the currency of their information. A further suggestion was that the eMarket have the capacity to generate regular reminders to agencies to update information. This could also include an option for site visitors to flag their concern that an agency’s information appears to be out of date or inaccurate, with the flag converted to an e-mail prompt to the agency. Use of symbols to highlight service accreditation This is where agencies can use officially mandated symbols (for example, membership of a professional association, or a national/international quality mark, et cetera). Some project participants suggested that all agencies have their accreditation mark confirmed with the NDIS before they register on the eMarket website. However, this may be at odds with the broader role of the eMarket, covering people living with disability and resources not necessarily linked to the NDIS. Use of symbols to highlight the types of supports offered To make navigation as easy as possible for site visitors, including those with lower levels of literacy, this feature would involve using specific symbols to illustrate types of support (example using a thumbnail image of a house to signify housing or home-related services). Nominated keywords for searching This is where the agency nominates keywords they want to be associated with, so that the agency appears in the search results when a site visitor uses that word in their search. Random display of search results Project participants expressed concerns that well-resourced agencies could pay money for their agency to appear higher up a search results list, e.g. this occurs when conducting Google searches. The suggestion was that the eMarket would be less trustworthy for site visitors if it was envisaged that their searches were being skewed by agency payments. To manage this, it was suggested the search results be displayed in random order. Agency registration on the eMarket Project participants envisaged the possibility of agencies paying a fee to be listed on the eMarket, at least in part, to deter nuisance or scam presence. However,
NDIS eMarket 25 some participants were concerned that a registration fee might deter the numbers of agencies that register on the eMarket, though it was also acknowledged that it is not unusual for agencies to pay a fee to appear on market sites. It was also noted that paying a fee to register might be an incentive for agencies to keep their information up-to-date. Suggestions included: An annual fee that is not prohibitive, because some services may not be able to afford much to register on the website. Or it could be scaled, with website fees based on a payment scale determined by an agency’s income. This would mean smaller agencies paying less than larger agencies Agencies could be charged a fee per hit or per sale on the website, e.g. pay a percentage of their sale to the website.
NDIS eMarket 26 6.0 Share it
“The world’s your oyster once you’ve got the means of communication” Share it refers to the process of site visitors sharing their experiences with other people who might be in similar circumstances. This might include people sharing their experiences of particular services or products, or people swapping stories about their personal circumstances for mutual learning, or agencies developing online communities of practice on the eMarket platform. In essence, it is where site visitors share unique content that adds to the overall value of the website. Key considerations for Share It functionality included the following. 6.1 Share It Features requested by consumers (Demand)
Communication between site visitors and agencies This would include functionality that makes it as easy as possible for the site visitor to connect and engage in a two-way dialogue of information with agencies. This could include click links to phone, e-mail, social media or online communication sites like Skype. Posting questions This would allow site visitors to post questions asking agencies or others to provide comment. This could support people to explore supports and services in different regions. Real-time onscreen sharing This is a feature that would allow people to share real-time with others in their personal/planning network the website page they are looking at or working on.
Forums, including the aggregation of consumer experiences and preferences This feature would assist consumers to communicate with each other and share stories, experiences, ideas and identify gaps in service. Interestingly, the idea of people with common experiences or issues sharing information with each other online has led to some very sophisticated and potent online platforms. For example, the US site www.patientslikeme.com is capable of generating aggregate reports of patient experiences that are so potent they are also now being used by medics to help inform service delivery and research. A summary of its history and capacity, as narrated by its founder, is available online 9. At the time of its recording, over 45,000 people were uploading their experiences to the site. Moderation arrangements for consumer reviews and ratings A consistent theme across the consultation was the idea of being able to rate service and make comments. Based on people’s experiences with other online platforms like TripAdvisor, this would help people to make informed choices by looking at both the positive and negative comments and ratings provided, to discern trends in performance. It also contributes a sense of transparency, gives people a voice and an opportunity to connect with others.
9 http://www.ted.com/talks/jamie_heywood_the_big_idea_my_brother_inspired.html accessed 19 April 2013
NDIS eMarket 27 This was a feature that attracted a high level of debate across the consultation. Many project participants would like the feature and see it as a core element of the eMarket, but they are also aware of the challenges of the imperative for moderation of feedback, to help reduce the risk of claims of defamation or offence. Participants were also aware that online review mechanisms sometimes seem skewed by the overly positive or overly negative views of a small number of (or individual) reviewers carrying a vested interest (to either spruik or undermine the service/product). Suggestions to manage the complexities of feedback moderation included: People needing to be registered on the eMarket to be able to provide ratings or comments People only being able to comment on services they have accessed/purchased for themselves or on behalf of someone else living with disability Clear guidelines to reviewers on the boundaries for giving feedback and comments Displaying a count of unique reviewers, (and averaging a single reviewer’s multiple reviews before adding that composite score to the others to get an overall average) to reduce the skewing effect of a single reviewer pushing a particular view Using eMarket usernames to ensure confidentiality while also providing accountability – the reviewer can be followed up if they are loading comments that are considered defamatory, offensive or otherwise contrary to acceptable boundaries for feedback Guidelines to agencies on how best to engage feedback to advance service quality The importance of independent, impartial moderation of ratings and feedback, to help reduce the risk of avoidable litigation and “trial by social media” and also to help ensure all stakeholders have accountability There could be limits on the nature and extent of comments, to reduce what people can say, though this was seen by some participants as controversial in that it may curtail useful feedback Provide consumers with a prompt prior to their making a comment, suggesting that if the comment is negative they might first consider the option of contacting the agency directly, to see if the matter can be resolved Provide consumers with a choice of statements or phrases they can choose from, and which are general and reflect the service received. Wotif’s rating system is an example of this approach. Some project participants noted it was an option that would assist the participation of consumers with lower levels of literacy (because a menu of comments is created and the consumer chooses the comment that best matches how they feel), while other project participants were concerned that would exclude other potent feedback10 Designing and running a computer tool that analyses all comments prior to posting on the eMarket, to quarantine or delete any comments where offensive content is detected11
10 Refer www.wotif.com within individual listings. Approach current as at 29 April 2013
NDIS eMarket 28 Providing a ‘flag’ system, where other consumers or agencies can refer to the moderator any comment that appears to be manifestly unfair, offensive or otherwise contrary to the accepted rules of feedback at the site. This could then result in the comment being reviewed, with outcomes including the continuation of the comment’s presence online, its quarantining pending further information and dialogue between the two parties at issue, or permanent removal. Options for consumer reviews and ratings Project participants provided a variety of suggestions for facilitating consumers to give feedback. “I think one of the most important things an eMarket website can provide is the opportunity for people with disability to review products and services. Whenever I go to purchase things online I look for customer reviews as another part of how I can make informed decisions” Suggestions included: Focusing on consumer experiences of specific service characteristics for example: o Atmosphere/vibe o Were your needs met? / Timeliness of response o Did the service meet your needs/expectations? o Did the service listen to what you wanted? o Was the service/item provided on time? o Did the service provide what they said they were going to provide? o Did the service communicate clearly with you? o Was the venue accessible? Using rating scales of 1 to 5, or using other graphics like stars, thumbs up/thumbs down, or smiley faces Ranking aggregate ratings across agencies, to create a rankings table, so visitors can see how an agency has fared against others Include the option for consumers to rate other consumer’s comments, to add extra weight to those comments that particularly resonate, with site visitors then able to browse comments by “most popular” as well as “most recent” Provide different rating mechanisms for personal support to reflect the possibility that people may be more subjective and diverse in their expectations of personal support as opposed, say, to the supply of standard mobility equipment. Hot Spot We have identified the issue of consumer reviews as a hotspot, because people see it as a must-have core feature of the eMarket, to assist the consumer voice and the role it can play in agency improvements through encouraging continual customer-based satisfaction and service improvements. Yet we can see some necessary complexity in its implementation. There is little doubt consumer rating of agencies can be difficult for some agencies to digest, and that some consumers may use
11 Refer to http://www.tripadvisor.com/vpages/review_mod_fraud_detect.html which discusses automated tools that help filter questionable content.
NDIS eMarket 29 the facility to over-ventilate. In both cases, this could generate a large volume of moderation activity and therefore significant resource as part of the overall stewardship of the site. 6.2 Share It Features for agencies (Supply)
Forum feature Just as consumers can use forum platforms to connect with each other, the same is true for agencies interested in connecting with others, for example in communities of practice, agencies share experiences, ideas and identify gaps in service. Communication between site visitors and agencies As mentioned in the previous section for consumers, this gives agencies the opportunity to connect and share information with prospective and current customers, to explore tailored options. Responding to consumer comments and reviews Mindful of the narrative in the previous section regarding moderation of feedback, this feature would involve the agency receiving an email notification that a comment or review has been lodged, and accessing tools to frame a response. “We are always looking at ways to improve our service so it would be great if people with disability could give feedback through this mechanism”
NDIS eMarket 30 7.0 Buy it
“An eMarket is essential. It literally gives us access to goods and services, day and night” Buy it refers to the process of site visitors entering transactions with agencies for services and products. The name eMarket might be taken to assume that it will directly carry merchant activity. However, this is not necessarily the case. While some online platforms like eBay, Amazon and Shop4Support directly handle merchant activity, other sites like TripAdvisor are “site aggregators”, pulling merchant information from other sites and sending visitors to those sites when the visitor wants to complete a purchase. Both are marketplace activities, one supporting merchant activity directly and the other supporting it indirectly. This distinction was explained to project participants at the consultation sessions, who saw both types as viable for a disability eMarket. Key considerations for Buy It functionality included the following. 7.1 Buy It Features requested by consumers (Demand)
Purchasing and paying for services/supplies via eMarket While some project participants reported they were happy for consumers to be directed to an agency’s own website to make a purchase, others indicated they preferred the option to do this within the eMarket platform. This gave rise to typical expectations about such transactions, namely that consumers be registered with an account on the eMarket prior to making transactions, that there be a range of transaction options (such as Visa, MasterCard, PayPal et cetera) and that the transactions be secure. Purchasing and paying for services/supplies offline Project participants suggested it was still likely that many site visitors may prefer to make at least some of their transactions offline, so there was interest in how an eMarket could facilitate this, ranging from email fulfillment of enquiries to initiate direct contact between agency and the consumer, through to eMarket-generated invoices that could be sent directly to the paying party, including directly to the NDIS agency, or to an intermediary holding a person’s budget for them. Tracking orders and purchases This is an increasingly familiar feature in many online retail platforms, where consumers can track their order’s progress through to delivery. Shopping cart Another familiar feature in online market platforms, this gives the consumer a running tally of the items they wish to purchase, and the individual and aggregate cost. Pre-loved items Some project participant views also included the suggestion there be a ‘community marketplace’ within the eMarket where consumers can trade functioning, serviceable items they no longer have a need for. “I want a second hand section so I can sell our used stuff – I shouldn’t have to be accredited to do that!”
NDIS eMarket 31 7.2 Buy It Features for agencies (Supply)
Selling of services/supplies online Reinforcing the points made in Find it, where an eMarket would provide for agencies to upload information about their service/product offerings, agency participants at the consultations talked of the importance of being able to use the eMarket to provide a strong marketing presence for their products and services. Put simply, it has to make it as easy as possible for the agency to tell their story. Also, it was important that the eMarket make it as easy as possible for potential customers to connect to the agency. There was also interest in how the eMarket might connect back to the agency’s own website and management systems, to make invoicing and related activities as smooth as possible.
NDIS eMarket 32 8.0 Manage it
“It would be great if the plan you work on with your NDIS planner uploads straight into the website you want” Manage it refers to ways an online platform can assist a person or agency manage their arrangements, through the use of online tools and related features. For example, TripAdvisor gives visitors an online tool to plan their holiday12, while Shop4Support provides online resources to assist budget-holders living with disability to write a plan13. Key considerations for Manage It functionality included the following. 8.1 Manage It Features for consumers (Demand)
Website registration, to set up a personal, confidential account This feature would include the creation of a password and username, to help ensure their information is kept private. It was also suggested that some site visitors might not be wishing to make a transaction on the eMarket, but just be there to browse the information and connect, in which case they would be classed as a ‘guest’ and a registration with username and password might not be required. Where a registration is warranted, it was noted that there is a need for security features to confirm it is a real person setting up the account and not a computer program seeking out a spam opportunity, but that such security features such as ‘captcha’ word and number windows needed to be accessible to site visitors with a range of accessibility needs. The general view was that consumers should not have to pay to register on the eMarket. Benefit was seen in consumers having an option within their account to set up an individual personal profile which includes information about relevant interests and specific support needs and preferences. Some project participants noted the importance of focusing on functional needs without having to define the specific nature of a person’s disability. This would be helpful because it could be used every time a consumer wished to connect with agencies about what they needed, thereby reducing the need to repeat this information when dealing with multiple agencies. Provision of a range of planning, budgeting and administration features Provision of examples of a range of planning, budgeting and administration features on the eMarket would enable people to explore their planning and budgeting options before creating their NDIS-funded support arrangements. People not involved in the NDIS could also use these website tools to help them plan and budget for private or other sources of funding. For NDIS participants, these site tools could also link back to the NDIS’s own web arrangements and participant data management systems to provide as much synergy and connectivity as possible, so that consumers and consumer agents are not having to duplicate planning and have a smooth and easy pathway for
12 http://www.tripadvisor.com.au/NewGoList accessed 29 April 2013
13 https://www.shop4support.com/s4s/MyLife/PlanMySupport accessed 29 April 2013
NDIS eMarket 33 managing their accountabilities for their budget. This could include automatic links between individual plans and budgets and one login access point. Some project participants suggested the eMarket make it possible for consumers to provide reviews on their experiences of the online tools, so that the tools can evolve in the light of experience. Suggested tools included: Budgeting tools o Provision of regular updates on a consumer’s budget would assist in managing funds. o Provision of online budget tools/forms to help people plan and manage their funds. o Provision of a budget tracker to reduce the risk of overspending. o Provision of alerts when a person’s spending has reached a certain percentage of their funding limit. o Capacity to input external payments of purchases not made on the website to keep track of funding. o Create different levels of payment authority, e.g. incidential purchases could be one level of authority and more substantial purchases a higher level of authority which may require a second signatory. This could help people who need additional support with their budget and purchases as different people could have access to different levels, e.g. a substitute decision-maker (e.g. guardian) may have authority to make larger purchases on behalf of a consumer.
Cost estimator / calculator feature o This would allow people to determine the cost of supports over a period of time to help with budget planning and allocation.
Planning tools o Provision of examples of de-identified support/funding plans for consumers to look at for ideas and share experiences regarding what has been approved with NDIS funding. o Provision of different planning tools consumers can use to explore what is possible when planning. o Provision of the capacity for consumers to change their plans if circumstances change.
Rostering and employment of staff features o Rostering tools. o Access to payroll support. o Access to staff timesheets to check accuracy. o Capacity to pay support staff via the website. o Access to information sheets and templates on employment of staff including links to services and websites which can support people to employ their own staff. o Capacity to advertise for staff on the website. o Capacity to connect with other consumers to organise joint staff training.
NDIS eMarket 34 Provision of information sheets on budgeting and planning, and support with decision-making Project participants saw benefit in consumers being able to access information sheets and related resources to assist them manage plans and budgets. Other resources could potentially include pathways to supported decision-making resources. Information feature that allows people to indicate the extent they want to manage their NDIS funding This feature could provide information on resources and services that could assist people to consider different levels of control in the management of their self- directed budget. Links to relevant government agencies or information if consumers have budgeting or planning queries Depending on how much involvement consumers choose in the management of their resources, the eMarket could carry links to other websites for relevant information, for example around OH&S information, employer obligations, et cetera. “Ask an expert” This feature could help people who need impartial assistance at any stage of their planning, budgeting or purchasing. This feature was introduced to project participants because the UK-based Shop4Support website offers it. However, the feature is not yet live on their website so it is not clear exactly what it involves. Some project participants suggested any such “expert” support needs to be independent and that there needs to be safeguards in place to ensure people who provide this support have the relevant skills and experience. At its broadest level, this feature could be a “living” Frequently Asked Questions, where a consumer is able to connect with someone to have common questions answered and common issues explained. Provision of authorised access for family members/brokers It was deemed useful for nominated others in a consumer’s life (e.g. family members, brokers et cetera) to access the website on behalf of a person living with disability if they have been given consent to do so. This includes access to a person’s plans, budgeting information and having the capacity to make purchases on a person’s behalf. 8.2 Features for agencies (Supply)
E-commerce management tools The capacity for the eMarket to incorporate an agency’s unique e-commerce site has already been mentioned in this report. It makes sense this would include a range of tools to enable agencies to craft a compelling and engaging eMarket presence, including easy-to-use editing tools to maintain the currency of information, and also tools to track visitor traffic. Provision of information and resources on preparing for the NDIS Agency project participants raised this as an important issue, and the eMarket could provide information, though it has been suggested that it might just need to provide a signposting service, linking the agency to other sites that are already developing relevant content for agencies. 8.3 Features for NDIS agency (Supply)
NDIS eMarket 35 A fully functional eMarket, involving well-informed participants in a fully implemented NDIS is likely to generate a large amount of potent information about participant activities and preferences and experiences that can help shape future performance of the NDIS market. Therefore an eMarket key feature would be the way it handles data behind the scenes to help build the picture of market activity, consumer preferences, service gaps, quality imperatives and other elements. However, it would be important to give consumers some assurance about privacy, where such data aggregation is de-individualised, plus a checkbox for consumers to signal if they agree for their data to be shared.
NDIS eMarket 36 9.0 Accessibility
“Access doesn’t just mean big fonts – it means language, translations, even just finding a computer with internet access” Accessibility was a recurring theme throughout consultation. Given the nature of disability, there is a high expectation that a disability-specific eMarket platform would carry the very highest standards of accessibility. It was further noted within the project’s Co-design Group that accessibility covered a range of elements, as follows. 9.1 Adaptive Technology
Project participants asserted the eMarket should be an exemplar for accessibility. Currently, this means the site would need to be compliant with accessibility standard WCAG 2.0 AAA14 . Examples of accessibility features project participants were concerned about included: Relay Auslan and braille reader compatibility Compatibility with tab key navigation or similar Compatibility with touch screen technology to help with navigation An inbuilt reader so that any part of the site can be read out to the user regardless of whether that site visitor already has software such as Dragon dictate Use of visual imagery to assist visitors with lower literacy or cognition. In addition to nationally-recognised intuitive symbols, this could include embedded video content. Project participants noted the importance of tailorable accessibility options being highly visible on the eMarket home page, so that visitors with particular preferences can tailor the look of the site at the beginning of their browsing. 9.2 Download speed
This report makes the assumption that people in metropolitan areas of Australia have access to acceptable download speeds, and that this will be enhanced with the rollout of the National Broadband Network (NBN). We are less clear about the current and future extent of acceptable speeds in rural and remote areas, and therefore note this is a key accessibility consideration for the eMarket. Digital Outreach Connectivity is important because, given the patchiness of services in some regional, rural and remote areas, the eMarket could be a potent way for people to access information and contact services, and the disability support equivalent of telemedicine. This could include eMarket links to Skype or other net-based videoconferencing services, for people to have immediate and direct contact with agencies, e.g. speech therapist, legal services et cetera. Adequate download speed is critical for this. eMarket website terminals in community locations
14 http://www.w3.org/WAI/WCAG20/quickref/ accessed 29 April 2013
NDIS eMarket 37 For people in regional, rural and remote locations, and for people in other areas who do not have ready access to internet resources, one solution might be the establishment of eMarket website terminals in community settings, for example libraries, local health centres, community centres or NDIS offices. The presence of such terminals would assist people to access the eMarket (and other NDIS-related resources) and, if required, get support to use the website. This could also reduce the time people need to travel to access information and supports if it is available in a local community facility. Compatibility with older hardware Project participants considered it important the eMarket essential elements were compatible with older computers and slower internet connections. 9.3 Plain English
Project participants stressed the importance that the eMarket avoid jargon, that acronyms are spelled out, that sentences are kept short, and that in general there is a strong bias towards plain English. 9.4 Language considerations
Similarly, project participants emphasised there needed to be an adequate translation mechanism to render core parts of the eMarket accessible to people who don’t have English as a first language. 9.5 Intuitive design and navigation
Project participants wanted the eMarket to have a simple and intuitive design, with these values extended to smartphone platforms. In terms of simplicity, project participants suggested the following considerations: Need access to relevant information within the first few pages as people will tend to not come back if they have to go through multiple pages Avoid pop-ups and lots of activity or movement on the page Avoid advertising on the website as this would be too distracting Have categories down one side of the page with information in the middle of the page As mentioned earlier in this report, the need to ensure the accessibility of security features like Captcha (screen word and number images to confirm new registrations), Java, Flash, pop-ups content and PDF documents as these cannot be accessed by many communication devices or visual aids Avoid the use of tables, as participants were concerned some screen readers struggle with these Be mindful of the structure of drop-down options as it may be hard for people with assistive devices to click on and drag items and view all options on the page. 9.6 Operating systems and applications
Project participants noted the eMarket platform needs to be compatible with a wide range of desktop, laptop, tablet and smartphone operating systems. Also, in terms of the back office data management, designing and building the data management using standard platforms like Oracle and SAP are likely to make the data more accessible to a range of data analytic software.
NDIS eMarket 38 Project participants suggested, as an alternative to using a browser, the eMarket could also be available as a specific application that can be downloaded to tablet or smartphone. 9.7 Cost of access
Given many people living with disability and their families are on lower incomes, project participants were concerned that the eMarket not be rendered inaccessible to people because of costs of access. This means the core features of the website could be structured to constitute lighter data downloads. Issues of costs also reinforce the suggestion there be eMarket terminals in public places for people to access without charge. 9.8 Alternatives
Some people may be in circumstances that thwart all attempts at accessibility within the eMarket platform. In which case, it is important that there are non-web alternatives for people to ‘find it’, ‘share it’, ‘buy it’ and ‘manage it’, and that these be signalled on the home page of the eMarket. 9.9 Other considerations
Other suggestions included the following, and in each case it was noted that facilitators would need to carry skills to help people living with varying degrees of ability. Training on how to use the website There could be a focus on the availability of independent support educating and supporting consumers and agencies to use the website and highlight potential vulnerabilities. Training could be provided through audio or visual aids or a test site could be created to help people learn how to use the website at no risk, e.g. they could navigate through the website without making purchases. Access to website technical support It was suggested consumers and agencies have access to website technical support via live chat which could occur via text, voice or video conferencing. A further suggestion was that there be a no-cost phone number where consumers without internet/computer access can call and use site content via live support. FAQs This suggestion involved a knowledge bank of FAQs about the site to assist consumers and agencies with common technical queries/troubleshooting.
NDIS eMarket 39 10.0 Stewardship
This topic generated lively debate in most of the consultation workshops. Concerns ranged from the vested interests of agencies or for-profit entities through to the perceived drawbacks of government-run websites. The Co-design Group gave consideration to the range of views raised at consultation, and suggested the following, should the government wish to proceed with establishing an eMarket. 10.1 Design-Build-Host
Based on a tender document that takes full account of various considerations such as (but not necessarily limited to) those outlined in this report, an appropriately qualified and experienced entity could be engaged to design, build and host the eMarket. It was not considered important whether the entity was a for-profit, not- for-profit or public service entity, so long as it had the technical capacity to render an effective eMarket platform, that reflects key imperatives for example in design, functionality, accessibility, and reliability (i.e. doesn’t crash when there are large volumes of traffic) . 10.2 Manage-Moderate
Based on the prerequisite that there are clear guidelines around feedback and how it is moderated (so that the capacity for consumers to give feedback is not routinely shut down or excluded, but instead is shaped by generally agreed rules around decency and fairness and the importance of voice), the government could again tender this to an entity with expertise and experience in content management and feedback moderation. 10.3 Govern-Evolve
Mindful of the growth of sites like TripAdvisor and the potency of sites like peoplelikeme.com it is important the eMarket is dynamic, and that its growth and evolution is guided by key goals for people living with disability. Therefore, the Co-design Group noted the NDIS structure is likely to have both a board and an advisory body, both of which might be the default location for the governance of the eMarket and its evolution. 10.4 Co-design Co-production
The Co-design Group noted the importance project participants placed on the participation of people living with disability and other key stakeholders. Therefore, the Co-design Group suggested there be co-design and co-production methodologies in place throughout the above stages. It is further suggested this include a test period where the eMarket is lab-tested by focus groups of stakeholders. This could be followed by a staged rollout of functionality, beginning with core information, though the general view was there needed to be review/comments capacity on the website from day one. Hot Spot Given the potential potency of an eMarket platform for both consumers and agencies, the arrangements for commissioning its design,
NDIS eMarket 40 construction and hosting, its content management, and its governance, will be critical steps to success.
NDIS eMarket 41 11.0 Proposed Vision and Mission Statements
As a result of the work on this project, the Co-design Group was moved to suggest vision and mission statements to help guide further work in realising an eMarket.
11.1 Vision Statement
An empowered and informed disability community connecting to high quality supports and opportunities.
11.2 Mission Statement
A multifunctional, highly accessible online platform that assists people to find helpful information, connect with each other, agencies and networks, and organise supports and opportunities.
NDIS eMarket 42 12.0 Conclusions and Recommendations
From the work undertaken on this project, and mindful of the contributions from more than 370 project participants carrying various experiences from different parts of Australia, we think it is possible to conclude that, on balance, the development of an eMarket would be a valuable resource for the Australian disability community as the NDIS and related public policy initiatives are rolled out. In light of the above contributions, we have prepared a list of potential recommendations for the government's consideration. We offer this list in the context of the disclaimer at the beginning of this document, and mindful that resourcing and timeframe have necessarily imposed limits on the breadth and depth of our enquiries. These are our provisional recommendations: 1. That the Government note this report, which is based on initial desktop research of publicly available materials, the contributions of 375 project participants through a consultation methodology, and anchored by a Co- design process, and constitutes a useful summary of helpful features for a disability support online marketplace
2. That the government consider investing in a disability support online marketplace, in this report termed an eMarket, because project participant views, together with documented trends in online browsing and shopping, suggest a disability support eMarket has the potential to provide tangible benefits to people living with disability and their families and friends, disability service agencies and other suppliers of services and products, and government
3. In enacting any decision to design and implement an eMarket, the government operate a Co-design methodology to help ensure people living with disability and their families are involved in all stages of the process, including the setting and evolving of rules for how people can use the website
4. In enacting any decision to design and implement an eMarket, the government consider articulating the work to be done¸ and securing reliable capacity accordingly, in the following segments: (i) Design-Build-Host, (ii) Manage-Moderate, (iii) Govern-Evolve. 13.0 Appendix A eMarket Online Survey structure 1. Information about the eMarket Online Survey The introduction of the NDIS (National Disability Insurance Scheme) will mean eligible people living with disability (NDIS participants) will have an individual budget and control over how it is used for supports. For participants to make informed choices, they will need ready access to information and contacts. Online platforms provide an opportunity for people to find information and connect with others who are seeking and supplying information.
NDIS eMarket 43 JFA Purple Orange is exploring the potential of a website (eMarket) tailored towards NDIS participants. JFA Purple Orange really wants to hear your views on what features of an eMarket would assist you. We are seeking the views of: people living with disability families and support networks disability service agencies government other suppliers. Your participation in this survey is voluntary – you don’t have to be involved if you don’t want to. You can withdraw from participation at any time during the survey – no problem. The survey will end on the 15 April 2013. The next few pages contain helpful information about the survey, and after that the survey starts.
2. Why we think online platforms are important People can access and compare information about relevant support options and mainstream services. People can access online tools to plan, model spending, and transact with providers. People can provide feedback on products and services. Providers / suppliers can communicate offerings and engage with consumers. Prior to completing the survey you may want to look at other eMarkets including: eBay – www.ebay.com.au TripAdvisor – www.tripadvisor.com.au Amazon – www.amazon.com Shop4Support – www.shop4support.com (a UK disability support site).
Without revealing your personal details, JFA Purple Orange will use the information generated by this survey to help us understand what features for an eMarket would assist: NDIS participants to exercise control and choice about their support options service agencies and suppliers to communicate their offerings.
3. What about my privacy? Any and all personal information obtained from you as part of this survey will be kept confidential. Your privacy will be protected at all times. You will not be identified individually in any way as a result of your participation in this survey. The survey gives you the option of providing us with your contact details to allow us to contact you if we need further information or clarification. 4. Your consent? Before you answer the questions in this survey, please consider the following: “I have understood the above information and I have decided that I will participate in this survey.
NDIS eMarket 44 I understand that any information gathered in the course of this survey will only be used in ways that do not personally identify me, so that my privacy is protected. I understand that I can withdraw from participating at any time during this survey.” If you agree with the above statements, please continue this survey by clicking on the “NEXT PAGE” button. 5. If you have any questions or need assistance Please feel free to contact Alicia Fidock from JFA Purple Orange on (08) 8383 8311 or free call 1300 857 327 if you need assistance or have any questions about anything that seems unclear to you. 6. We are seeking the views of a range of stakeholders Which of the following categories best describes you? (Please choose only one.) person living with disability family member or part of a support network disability service agency representative government representative other supplier representative
7. Key Questions
1. What website features would you find helpful?
2. What website features would you find not helpful?
3. What website features do you think you would use the most?
4. What website accessibility features would you find helpful?
5. What websites have impressed you?
6. Overall would it be helpful if the National Disability Insurance Scheme had an eMarket website? yes no (Please tell us why?) 7. Who do you think should run the eMarket website?
8. Who do you think should govern the eMarket website?
9. Do you have any other comments?
8. Your details If you feel comfortable please leave your name and contact details so that we can contact you to clarify details of your experiences and views if required. We will store your information in a confidential manner. 1. What is your first name? 2. What is your last name? 3. If you give permission for us to contact you, what is your daytime phone number? 4. If you give permission for us to contact you, what is your email address?
NDIS eMarket 45 9. Thank you for participating in the survey JFA Purple Orange would like to thank you for taking the time to participate in the eMarket Online Survey. If you would like to know more about JFA Purple Orange please take a look at our website at: www.purpleorange.org.au or contact us at (08) 8373 8333.
NDIS eMarket 46 14.0 Appendix B
Guiding Terms of Reference of the eMarket Co-design Group • The Co-design Group will provide a multi-stakeholder and multi-jurisdiction perspective and provide expertise, advice, guidance and helpful input in regards to the development of an eMarket blueprint. • The Co-design Group will assist in: o Setting the methodology and consultation coordinates o Reviewing research data and identify salient points for a draft blueprint design, i.e. implications for design specifications, features o Reviewing consultation feedback and advancing draft design, i.e. what is helpful and what is not o Finalising blueprint design and final report • The Co-design Group will meet six times throughout the duration of the project. JFA Purple Orange ABN: 16 464 890 778 104 Greenhill Road Unley SA 5061 PO Box 701 Unley Business Centre SA 5061 t: (08) 8373 8333 f: (08) 8373 8373 e: [email protected] w: www.purpleorange.org.au
NDIS eMarket 47