Case Study: Why you need a Digital Strategy in 2025
For many businesses, legacy systems and reactive IT practices are no longer sustainable.
In 2024, a leading NDIS provider recognised this reality, and engaged Calibre Consulting to help them shape a clear path to digital maturity.
The result was a digital strategy that fundamentally changed the way they approached technology, with an estimated $11.7 million in benefits over three years.
“Our organisation engaged Calibre Consulting to work with us to develop a digital strategy.
Michael and the team actively engaged with many stakeholders to align the strategy with the future directions of the business. The Calibre team worked extremely well with staff at all levels across the organisation gaining valuable insights which contributed to the strategy. Throughout the engagement, the Calibre team also regularly provided updates keeping the Steering Committee well informed.
I highly recommend Calibre Consulting, so much so that we have already engaged Michael again on another project”
The Challenge: Lack of vision, time, and modern tools
IT teams were overwhelmed by reactive issues, unable to focus on strategic projects. Systems were outdated, and staff and customer frustration was rising. Most critically, they lacked a unified IT vision, which hindered effective capital planning and decision making.
The Approach: Assess existing challenges, define the IT strategic vision, rationalise upcoming technology investments
We were selected through a competitive RFP process. Our approach was centered on three key areas:
Our approach began by assessing the current pain points, inefficiencies, industry regulations, and operational constraints to ensure the right problems are being addressed.
We then collaborated with stakeholders to define a clear and achievable IT strategic vision that aligns with long term business objectives.
Finally, we rationalise upcoming technology investments by identifying overlaps, removing redundancies, and prioritising systems that deliver the most value.
The Results: Technology as an enabler for business initiatives, not just a support function
Cost effective investments, projecting a return of $11.7 million against a $4 million spend over three years. All initiatives were justified with cost benefit analysis.
The digital strategy ensured strong alignment with business priorities, reducing administrative overheads, improving staff morale, and enhancing customer outcomes.
Why this matters for NDIS Providers
For NDIS, an effective digital strategy is more than just a technology initiative. It’s a critical enabler for sustainable, high quality participant care.
At Calibre Consulting, we believe NDIS technology investments should focus on two things: Customer acquisition and customer experience — helping providers grow sustainably while delivering better outcomes for participants.
When aligned with service delivery goals, a digital strategy improves efficiency, supports mobile and remote teams, enhances compliance with NDIS reporting requirements, and strengthens resilience in a changing funding environment.
If your organisation is stuck in reactive IT, unsure of where to invest, or experiencing rising tech costs without clear value. At Calibre Consulting, we help NDIS providers create practical, financially justified investments, that aligns with care and compliance objectives.
Our consultants Michael Eng and John Phillips worked directly on this project.
Michael Eng, Director, michael@calibreconsulting.au
John Phillips, Principal Consultant, john@calibreconsulting.au