This audit would assess the effectiveness of the National Disability Insurance Agency (NDIA) in the design and implementation of its new customer relationship management (CRM) system named ‘PACE’, including the broader supporting program known as ‘3P’ (Participant, Platform and Process).

PACE will replace existing business and payments systems and portals with a new embedded CRM system. PACE is intended to improve system controls, including controls to validate payments for services. Following a pilot of PACE that started in November 2022 for Tasmanian participants and providers, PACE implementation began across all remaining NDIA locations on 30 October 2023. Full implementation is expected to take 18 months with NDIA’s existing systems continuing to be used alongside PACE during that period.