NDIS Thin Markets Project – Provider and Provider Peak Bodies Survey

Who this survey is for?

This survey is focused on capturing the views of NDIS service providers in relation to Thin Markets. It does not intend to capture responses from participants, people with disability, or peak bodies representing participants. If you are an NDIS Participant or person with a disability or a peak body representing participants or people with disability, please see the separate participants survey.

How long it will take?

The survey will take about 15-20 minutes to complete.

Why is DSS and the NDIA doing the survey?

To elicit responses from providers (or peak bodies representing providers) based on their experiences of:
1. The types of thin markets they operate in
2. The factors influencing their decision to operate in a thin market
3. The potential options for assisting providers to deliver services in thin markets.
The information will be used to help inform the thin markets project – more information about the project is available.

What are Thin Markets?

Thin markets are being described as inadequate service availability resulting in participants’ needs not being met. The types of thin market categories used for the survey are (based on the Productivity Commission (PC) categories):
1. Geographically rural/remote areas;
2. Support type (e.g. specialised supports with insufficient supply or low demand);
3. Supports for people with complex needs such as (but not limited to) early childhood, behaviour intervention, specialist disability accommodation;
4. Supports for Aboriginal and Torres Strait Island participants; and
5. Supports for Culturally and Linguistically Diverse (CALD) participants.
Terms of Service

By undertaking the survey you agree to the Department of Social Services’ Disclaimer and Privacy Policy. You also agree that your organisation will only complete the survey once, and reflect your organisation’s views, to the best of your knowledge.

Privacy Notice

Your personal information is protected by law. Under the Privacy Act 1988 (Cth) (Privacy Act), the Department is regulated in the way it collects, holds, uses and discloses personal information.

The Department’s Privacy Policy contains more information about the way the Department will manage your personal information, including information about how you may access your personal information held by the Department, and seek correction of such information. The Department’s Privacy Policy also contains information on how you can complain about a breach of your privacy rights and how the Department will deal with such a complaint. The Department’s Privacy Policy is available on the Department’s website. You can also request a copy from the Department via email at DSSfeedback@dss.gov.au.

Your name, your organisation’s name and contact details will be collected as part of this survey. Internet Protocol (IP) addresses will be collected and analysed to reduce the risk of individuals completing multiple surveys, however these will not be matched to names and no matching will be conducted to identify individuals or organisations. If multiple responses are collected from the same IP address, they may be excluded from the results.

Any personal information you have provided will be used only for the research purposes described above and will only be shared with the parties conducting the research to assist to analyse and report on the findings in relation to the project.

Any personal information you have provided in this survey will be de-identified to form part of a research report for the purposes of the project, which may be published.

You may close the survey down without saving and withdraw at any point, as incomplete surveys that are saved will be excluded from the analysis.

Further information

For further information about the research, please email ndismarketoversight@dss.gov.au. Should you need to contact us please contact us at ndismarketoversight@dss.gov.au.
I have read, or, where appropriate, have had read to me, and understood the information about this survey, and any questions I have asked have been answered to my satisfaction. I agree to participate in the survey and understand that if giving my personal views as an NDIS Participant, person with a disability, or support person for a person with disability, I will remain anonymous. I understand that I may withdraw at any time by closing the survey without saving. I agree that research data provided by me or with my permission may be included in a research report on the condition that neither my name nor any other identifying information is used. * Required
- I consent to this survey
- I am over 18
- I understand and agree to the above information
- I consent to the Department collecting and disclosing my personal information for the purposes outlined above.

Factors affecting your organisation’s decision to enter a thin market
Please rank top 5 reasons where 1 is most important and 5 is least important what is the most important information your organisation requires to assess the merits of entering a thin market?
Please select and rank ONLY 5 options
The projected revenue potential over the short-term
The projected revenue potential over the long-term
The number of registered participants
The expected growth in participants
The density of the population
The types of services participants are seeking
The expected types of services participants are seeking
The number of registered providers
The type of registered providers
The ability to find qualified workforce
The NDIS price
The strength of local relationships
The social and economic disadvantage of the community
The type and quality of local infrastructure such as transport, schools, shops
Distance from other locations operated by the business
The cost to establish the business
The cost to run the business
Other
Please specify factor affecting your organisation’s decision to enter a thin market * Required

Rationale for entering a thin market
What was your organisation’s primary rationale for entering, or deciding that you will enter service delivery in a thin market? (please select one) * Required
- To service our local community
- To deliver on organisation’s purpose and mission
- To increase market share
- To increase profit
- To achieve economies of scale
- Other
Please specify * Required

For Providers currently operating in thin markets

Factors affecting your organisation’s ability to operate in a thin market

On a scale of 1 to 7, how strongly do you agree (7) or disagree (1) with the following statements relating to the factors impacting on your organisation’s ability to successfully operate in a thin market
Revenue and costs questions
Current revenue - My organisation currently makes or expects to make sufficient revenue operating in a thin market * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Costs - In my organisation’s experience, operating costs are sustainable relative to revenue * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Scale - In my organisation’s experience, there are opportunities to increase my economies of scale (i.e. advantages of spreading costs across a business) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Travel - In my organisation’s experience, the costs of travel are adequately covered by the NDIS price * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Participant / client focused questions
Participant knowledge - In my organisation’s experience, participants have the knowledge and capacity to understand their plans and spend their allocated budgets * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Participant demand - In my organisation’s experience, there is sufficient information about the number of participants and their support needs * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client demand - In my organisation’s experience, we are able to attract and retain a sufficient number of clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client plans – meeting needs - In my organisation’s experience, my clients’ needs are adequately reflected in their plans * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client plans - funding - In my organisation’s experience, my clients’ plans have sufficient budget to meet their support needs * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Social and economic disadvantage - In my organisation’s experience, the social and economic disadvantage of clients, their families and carers does not impact on the ability to deliver services and achieve client outcomes * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce questions
Workforce - In my organisation’s experience, there is sufficient supply of qualified workers to deliver my organisation’s services * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce utilisation - In my organisation’s experience, my direct service staff are sufficiently utilised (in line with NDIS assumptions of 95% utilised) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce training - In my organisation’s experience, there is sufficient education and training available * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
If select 1 (Strongly Disagree), or 2 (Disagree), for the statement above, please provide more information (select all that apply)
- Lack of internal resources
- Lack of availability for suitable education and training
- Lack of accessibility for suitable education and training
- Other
Please specify * Required
Organisational capabilities
Organisational system, processes and capabilities - My organisation’s internal system, processes and capabilities are adapted to operate sustainably under the NDIS business environment, and do not constrain our ability to enter a thin market * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
NDIA processes - In my organisation’s experience, the costs to be a registered provider such as registration, compliance and reporting are appropriate * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Relationships - In my organisation’s experience, there are adequate opportunities for partnering with other providers and/or community groups which are required to deliver services to clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Local infrastructure - In my organisation’s experience, there is adequate local infrastructure or access to local infrastructure, enables my organisation to service clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable

For Providers currently operating in thin markets

In terms of your organisations decision to operate in a thin market, please rank in order of importance the 5 most important factors (where 1 is most important and 5 is least important) which impact on your organisation’s ability to operate in a thin market?
Please select and rank ONLY 5 options
Indirect costs such as administration, corporate overheads and marketing
Economies of scale
Workforce salaries and conditions
Travel costs
NDIA processes
Participant awareness, knowledge and capacity
Information about the current and future demand for services
Ability to attract and retain clients
Appropriateness of client plans and budgets
Supply of qualified workforce
The NDIS price cap
The strength of local relationships
The social and economic disadvantage of the community
The type and quality of local infrastructure such as transport, schools, shops
Distance from other locations operated by the business
Our organisation’s internal capacity and/or capability
Other
Please specify factors which impact on your organisation’s ability to operate in a thin market? * Required

For Providers that have withdrawn operations in thin markets
Factors affecting your organisation’s decision to exit a thin market

On a scale of 1 to 7, how strongly do you agree (7) or disagree (1) with the following statements relating to the factors impacting on your organisation’s decision to exit a thin market?
Revenue and costs questions
Current revenue - My organisation generated sufficient revenue to operate in a thin market * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Costs - In my organisation’s experience, my organisation’s operating costs were sustainable relative to revenue. * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Indirect costs - In my organisation’s experience, corporate and administrative costs such as marketing, staff recruitment and training and IT were sustainable * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Scale - In my organisation’s experience, there were sufficient opportunities to increase my economies of scale (i.e. advantages of spreading costs across a business) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Travel - In my organisation’s experience, the costs of travel were adequately covered by the NDIS price * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Participant / client focused questions
Participant knowledge - In my organisation’s experience, participants had the knowledge and capacity to understand their plans and spend their allocated budgets in a way that achieves good outcomes for them. * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client demand - In my organisation’s experience, we are able to attract and retain sufficient numbers of clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Participant demand - In my organisation’s experience, there were sufficient numbers of participants * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client plans - meeting needs - In my organisation’s experience, my clients’ needs were adequately reflected in their plans to meet their support needs * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Social and economic disadvantage - In my organisation’s experience, the social and economic disadvantage of clients, their families and carers did not impact on the ability to deliver services and achieve client outcomes * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce questions
Workforce - In my organisation’s experience, there was sufficient supply of qualified workers to deliver my organisation’s services * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce utilisation - In my organisation’s experience, my direct service staff were sufficiently utilised (in line with NDIS assumptions of 95%) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce training - In my organisation’s experience, there was sufficient education and training available * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
If select 1 (Strongly Disagree), or 2 (Disagree), for the statement above, please provide more information (select all that apply)
- Lack of internal resources
- Lack of availability for suitable education and training
- Lack of accessibility for suitable education and training
- Other
Please specify * Required
Organisational capabilities
Organisational system, processes and capabilities - My organisation’s internal system, processes and capabilities are adapted to operate sustainably under the NDIS business environment, and do not constrain our ability to enter a thin market * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Additional questions
NDIA processes - In my organisation’s experience, the costs to be a registered provider such as registration, compliance and reporting costs were appropriate * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Relationships - In my organisation’s experience, there were sufficient opportunities for partnering with other providers and/or community groups, which were required to deliver services to clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Local infrastructure - In my organisation’s experience, there was adequate local infrastructure or access to local infrastructure, enabling my organisation to service clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable

For Providers that properly considered, but rejected, operating in thin markets

Factors affecting your organisation’s decision not to enter a thin market
On a scale of 1 to 7, how strongly do you agree (7) or disagree (1) with the following statements relating to the factors impacting on your organisation’s decision not to enter a thin market?
Revenue and costs questions
Current revenue - My organisation anticipates it will generate sufficient revenue to operate in a thin market * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Costs - In my organisation’s experience, my organisation’s operating costs would be sustainable relative to revenue * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Indirect costs - In my organisation’s experience, our corporate and administrative costs such as marketing, staff recruitment and training and IT would be sustainable * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Scale - In my organisation’s experience, there would be sufficient opportunities to increase my economies of scale (i.e. advantages of spreading costs across a business) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Travel - In my organisation’s experience, travel costs would be adequately covered by the NDIS price * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Participant / client focussed questions
Participant knowledge - In my organisation’s experience, participants would have the knowledge and capacity to understand their plans and spend their allocated budgets * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client demand - In my organisation’s experience, we would be able to attract and retain sufficient number of clients (ie market share) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Participant demand - In my organisation’s experience, there is sufficient numbers of potential clients (ie the size of the market) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client plans - meeting needs - In my organisation’s experience, clients’ needs would be adequately covered by their plans * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Client plans - funding - In my organisation’s experience, clients’ needs would have sufficient budget to meet their support needs * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Social and economic disadvantage - In my organisation’s experience, the social and economic disadvantage of clients, their families and carers would not impact on the ability to deliver services and achieve client outcomes * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce questions
Workforce - In my organisation’s experience, there would be a sufficient supply of qualified workers to deliver my organisation’s services * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce utilisation - In my organisation’s experience, my direct service staff would be adequately utilised (in line with NDIS assumptions of 95%) * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Workforce training - In my organisation’s experience, there would be sufficient education and training available * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
If select 1 (Strongly Disagree), or 2 (Disagree), for the statement above, please provide more information (select all that apply)
- Lack of internal resources
- Lack of availability for suitable education and training
- Lack of accessibility for suitable education and training
- Other
Please specify * Required
Organisational capabilities
Organisational system, processes and capabilities - My organisation’s internal system, processes and capabilities are adapted to operate sustainably under the NDIS business environment, and do not constrain our ability to enter a thin market * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Additional questions
NDIA processes - In my organisation’s experience, the costs to be a registered provider such as registration, compliance and reporting would be appropriate * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Relationships - In my organisation’s experience, there would be adequate opportunities for partnering with other providers and/or community groups which are required to deliver services to clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable
Local infrastructure - In my organisation’s experience, there would be adequate local infrastructure or access to local infrastructure which allows my organisation to service clients * Required
1 - Strongly disagree 2 3 4 - Neither disagree or agree 5 6 7 - Strongly agree Don’t know / not applicable

Short Term
From 1 to 3 (where 1 is most important and 3 is least important), please rank the most important short-term approaches that would best address Thin Market issues for your organisation?
Government providing services
Adoption of different funding models (e.g. direct contracting with providers)
Change the approach to pricing
Grants to fund business improvements
More tailored information for operating in the NDIS
Establish an effective e-market to match participants and providers
Changing the administrative model/processes for the NDIS
Assist participants to develop innovative ways to purchase and receive services
Assist communities to develop place-based solutions across a range of areas e.g. disability, health and ageing
Other
Please describe the short-term approach * Required

Long Term
From 1 to 3 (where 1 is most important and 3 is least important), please rank the most important of long-term approaches that would best address Thin Market issues for your organisation?
Government providing services
Adoption of different funding models (e.g. direct contracting with providers)
Change the approach to pricing
Grants to fund business improvements
More tailored information for operating in the NDIS
Establish an effective e-market to match participants and providers
Change the administrative model/processes for the NDIS
Assist participants to develop innovative ways to purchase and receive services
Assist communities to develop place-based solutions across a range of areas e.g. disability, health and ageing
Other
Please describe the long-term approach * Required

Follow up
Please let us know if you consent to be contacted about Thin Market issues and the answers given in your survey in future? * Required
- Yes, I consent to be contacted
- No, I do not consent to be contacted
Your details (you will not be contacted if you chose ‘No’ above)
Your name * Required
Position
Name of organisation * Required
Email * Required
Phone number
Comments
This field is for validation purposes and should be left unchanged.

NDIS Thin Markets Project – Provider and Provider Peak Bodies Survey

Step 1 of 12

Who this survey is for?

How long it will take?

Why is DSS and the NDIA doing the survey?

What are Thin Markets?

Terms of Service

Privacy Notice

Further information

Experience in operating in thin markets

Factors affecting your organisation’s decision to enter a thin market

Please select and rank ONLY 5 options

Rationale for entering a thin market

For Providers currently operating in thin markets

Factors affecting your organisation’s ability to operate in a thin market

Revenue and costs questions

Participant / client focused questions

Workforce questions

Organisational capabilities

For Providers currently operating in thin markets

Please select and rank ONLY 5 options

For Providers that have withdrawn operations in thin markets

Factors affecting your organisation’s decision to exit a thin market

Revenue and costs questions

Participant / client focused questions

Workforce questions

Organisational capabilities

Additional questions

For Providers that properly considered, but rejected, operating in thin markets

Factors affecting your organisation’s decision not to enter a thin market

Revenue and costs questions

Participant / client focussed questions

Workforce questions

Organisational capabilities

Additional questions

Potential approaches to address challenges facing providers in thin markets

Short Term

Long Term

Follow up