The NDIS Quality and Safeguards Commission (the Commission) is undertaking a large-scale transformation to move from a decentralised regulatory model to a centralised national operating model.
Proximity is working with the Commission to support this transition by establishing an operational policy framework with fit-for purpose policies, procedures and supporting documents, and staff who are empowered and capable to perform their roles.
Initially Proximity worked with the Commission to develop: a policy governance framework including policy and procedure templates and a policy development guidance template; a methodology to optimise the existing suite of policies, procedures and supporting material to align to the new policy framework; and a change strategy to guide how the Commission would transform to new ways of working.
We are now working with the Commission as it optimises its regulatory practice, including through the development of targeted capability uplift initiatives through the implementation of our change management strategy.
The Commission is transforming from a decentralised regulatory model to a centralised national operating model. With a policy framework established, it required further support to optimise its regulatory practice through the development of targeted capability uplift initiatives as part of the implementation of a change management strategy.
The Proximity team, experts in government regulation, project management, and stakeholder engagement, focused on consistent outcomes and reducing operational challenges for Commission staff. Our project was divided into parallel workstreams: project integration, policy governance design, and change management, supported by capability uplift and risk management.
An Agile approach was adopted for project management. Policy governance design involved document reviews and stakeholder consultations. Strawperson models were created to shape the policy framework, covering policy triggers, approval pathways, record-keeping, roles, responsibilities, and templates. The Policy Assessment Criteria guide policy owners in drafting and maintenance, while the optimisation process aligns existing artefacts with the new framework.
The Change Strategy, using the Prosci ADKAR model, analyses the current state and stakeholders, assessing change impact and readiness. A comprehensive review of 90+ documents and stakeholder consultations informed the current state analysis, highlighting growth and guiding policy arrangements.
Stakeholder analysis identified key groups, their roles, and needs. The Stakeholder Engagement Model outlined transitioning processes, defining roles, impacts, and engagement plans. Impact assessment principles evaluated changes in people, processes, and systems. Tailored assessments and readiness ratings (Limited, Developing, Moderate, Optimal) guided the process.
Capability gap assessments identified current and future needs using APS Commission standards. Change risk assessments identified potential obstacles and mitigation strategies. The Living Change Strategy and Implementation Plan provided a phased, adaptable approach aligned with readiness components.
With Proximity’s help, the Commission is immediately responsive to external drivers and scrutiny and working to establish itself as a nationally coordinated regulatory body with operational policies and procedures aligned to industry best practice. At the same time, the Commission is signaling its commitment internally for success by ensuring sustained momentum, growth and alignment with regulatory strategic goals. Ultimately, the Commission is improving how it operates and by extension, the impact it has in the regulatory landscape.
Ethical Behaviour Used
- Our focus was on minimising disruption to stakeholders during design and capability uplift, demonstrating a focus on responsible consulting.
- Our communication strategies prioritised inclusivity and open dialogue with all levels of stakeholders, building trust and support.
- We safeguarded sensitive information with strict security protocols, in compliance with Commission requirements.
Sustainability Considerations
- We involved stakeholders not only in alignment with the immediate project but in shaping the long-term vision for the capability. This was done through establishing good project governance arrangements, and a project working group.
- Proximity designed modular solutions and documented processes thoroughly to facilitate project updates and adjustments. This minimises the risk of the entire solution becoming obsolete quickly, reducing waste and extending its useful lifecycle.
The Proximity team brought deep knowledge and understanding of government regulators, and included expertise in project management, operational practice and design, business analysis, change management and stakeholder engagement. Our approach focused on consistent, high-quality outcomes and reducing the operational challenges faced by Commission staff, ensuring streamlined and fit for purpose content would be available for staff to undertake their regulatory role efficiently and effectively.
We are now working with the Commission as it optimises its regulatory practice, including through the development of targeted capability uplift initiatives through the implementation of our change management strategy.
