Improving customer experience for NDIS Plan Managers

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The National Disability Insurance Scheme (NDIS) in Australia provides billions of dollars in funding each year to an estimated 500,000 Australians who have a permanent and significant disability.

As the Scheme has rolled out across Australia, there have been many complexities to the way the funding is managed and how support organisations are paid for the services they provide. A key challenge for these organisations is the significant amount of paperwork and associated manual data entry required to make payments and manage funding plans on behalf of NDIS participants.

Sypht is working with a number of organisations in this space to help transform manual, outdated business processes and improve productivity. Provider Choice, a leading Plan Manager, engaged Sypht to assist in the immediate task of processing a large backlog of 20,000 documents and then to deliver a process automation project within their Finance function that eliminates manual data entry and provides industry-leading speed and accuracy for many types and templates of invoice.


As the Sypht solution already incorporated NDIS-specific field-sets, no further modification to the AI model was required and the backlog was processed in 3 days, at an accuracy rate over 90%.

Jonathan Salgo, Founder at Provider Choice, said:

“Sypht has had a very positive impact on our business. Implementation of their API was quick and easy and there was good integration with the Lumary CRM which meant that we star
ted to see results almost immediately. With the backlog gone and an automated process now in place, we have reduced error rates and payment turnaround times and, as a result, significantly improved customer experience. We are already processing far more documents each month than we originally anticipated so we know we can rely on Sypht to scale with us as our business expands.”


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