This audit would assess the effectiveness of the National Disability Insurance Agency’s (NDIA’s) implementation of, and transition to, the new customer relationship management (CRM) system named ‘PACE’.

The PACE system will replace the current business, portal and payments systems, with a new embedded CRM system addressing validations around payments for the NDIA–provided services with the introduction of some automated payments controls. PACE was piloted for Tasmanian participants and providers in November 2022 and will be implemented across all NDIA locations by the end of 2023.

Work program portfolio

This potential Performance audit is featured in 1 annual audit work program portfolio: