Surveying & data collection

Participants or their nominees are contacted by AHA’s interviewer team via phone, email or SMS (or a combination of the 3) to take part in a survey about their recent NDIS experience. Families and carers of participants are also asked about their experiences.

AHA has consistently exceeded our interview targets of 5,400 participant and 540 family/carers per month, for the duration of our engagement to date. AHA’s outstanding service delivery resulted in the NDIA approaching AHA in late 2020 to incorporate an additional customer experience survey into the existing data collection framework. After redesigning the data collection modules, testing and refinement, interviews began in early 2021, with targets exceeded each month since go-live.

For this complex engagement we recruited and onboarded a team of 18 interviewers comprised of nursing, aged care, public service, disability, health research and social services staff. Our 3-day interviewer training comprised modules on the satisfaction survey, and broader social research skills including interviewing techniques and sensitivity engaging with participants. Staff were also provided with guidance for engaging with telephone interpreting services.

To date, AHA has interviewed more than 100,000 participants and family members or carers on behalf of the NDIA. Data has been analysed and published by the NDIA in its quarterly reporting to disability ministers, which allows participant satisfaction to be monitored and compared over time.