Case Study · NDIS 10 weeks Perth, WA

Participant Portal for an NDIS Provider

Participant and family portal with plan tracking, service booking, budget visibility and progress reporting. Gave participants self-service access to their NDIS journey.

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Client Context

NDIS registered provider: support coordination, therapy and daily living

A WA NDIS registered provider delivering support coordination, allied health therapy and daily living support to 400+ participants. Families and carers were actively involved in care management for most participants.

All communication was by phone and email. Participants and families called to check appointment schedules, plan budgets, service progress and upcoming reviews. Support coordinators spent 30–40% of their time answering routine queries instead of providing support.

The Challenge

What needed to change

Participants and families had no visibility. They could not see their NDIS plan budget status, upcoming appointments, service progress or what had been claimed. Every question required a phone call. Families felt out of the loop.

Support coordinators were overwhelmed with admin. 30–40% of their time was spent answering routine enquiries: "How much budget do I have left?", "When is my next appointment?", "What progress has been made this month?" This was time they should have spent delivering support.

Plan review preparation was chaotic. When NDIS plan reviews approached, gathering progress data, outcome evidence and service utilisation reports took days. Information was scattered across clinical notes, email threads and spreadsheets.

The Solution

What we built

A participant and family portal with self-service plan tracking, appointment booking, budget visibility, progress notes and plan review preparation, integrated with the provider's practice management system.

Plan Dashboard

NDIS plan summary with budget allocation by support category, amount used, amount remaining and projected utilisation. Updated after every service delivery and claim.

Appointment Booking

Participants view upcoming appointments and request new bookings. Available times shown based on worker availability. Cancellations and rescheduling through the portal with minimum notice enforcement.

Progress Notes

Summary progress notes shared with participants and families after each session. Notes written by support workers in language appropriate for families, not clinical jargon.

Plan Review Hub

As plan review date approaches, the portal compiles progress summaries, outcome data and service utilisation into a pre-formatted review pack for the participant and their support coordinator.

Built with:
ReactTypeScriptNode.jsPostgreSQLNDIS APIAWSAuth0
In Practice

How it works

1

Participant or family logs in

Dashboard shows plan budget status, upcoming appointments, recent progress notes and any actions required (document uploads, consent forms, review preparation).

2

Checks budget position

Sees budget by support category: capacity building, core supports, capital. Amount allocated, used and remaining. Projected run rate against plan end date.

3

Books or reschedules appointments

Views upcoming appointments. Requests new appointments based on available slots. Reschedules or cancels with minimum notice period enforced.

4

Reviews progress notes

After each session, the support worker shares a progress note. Family reads it in the portal: what was worked on, progress made, goals addressed.

5

Prepares for plan review

System compiles a review pack: progress toward goals, services delivered, budget utilisation, outcomes achieved. Participant reviews and adds their own input before the review meeting.

Results

Measurable outcomes

60% Reduction in routine phone enquiries
400+ Participant accounts active on the portal
95% Family satisfaction rating
30–40% → 10% Coordinator time on routine queries
3 days → 2 hrs Plan review preparation time
0 Missed-information complaints from families

Families used to call every week asking about budgets and progress. Now they check the portal whenever they want, and they are actually more engaged because they can see what is happening. Our coordinators can focus on support instead of answering the phone.

Service Manager NDIS Provider
Delivery

How we delivered it

1

Participant Research

2 weeks

Interviewed participants, families and support coordinators. Mapped the most common queries and information needs. Reviewed NDIS Portal API capabilities for data integration.

2

Portal Build

5 weeks

Built the participant portal with plan dashboard, appointment booking, progress notes and plan review hub. Integrated with the provider's practice management system.

3

Family Access

2 weeks

Built the family/carer access layer: permissions for family members to view participant information. Consent management for data sharing. Notification preferences.

4

Launch & Onboarding

2 weeks

Launched with 50 participants as a pilot group. Onboarding via support workers during regular visits. Guided portal walkthrough for families. Rolled out to all 400+ participants.

Meet the person

The person behind the work

Your project, handled by the founder from start to end.

HELLO PEOPLE designs, builds and looks after AI, software, app and data solutions for Australian businesses, with senior expertise on every project and a scope agreed before work starts. For software, that means starting with how your business runs, not with the code.

Since 2007, HELLO PEOPLE has delivered more than 100 projects from Perth for small and medium businesses across Australia: custom software and apps, system integrations, data migrations, reporting and dashboards, and AI that works inside the systems a business already runs.

I lead every engagement myself. I trained in accounting before moving into IT, hold accounting and IT professional qualifications and an MBA, and bring more than 20 years of experience across sales, service delivery, inventory and compliance. I am also a PhD candidate in AI at Curtin University, researching retrieval-augmented generation (RAG), so the technology is always judged by what it does for the business.

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