Case Study: Department for Communities and Social Inclusion achieves rapid payments and streamlined service delivery for people with disabilities with Salesforce

Salesforce Drives DCSI Service Innovation to Improve the Lives of People with Disabilities

The South Australia Department for Communities and Social Inclusion (DCSI) needed to modernize how it funds and manages disability services under the NDIS’s person‑centred model. Serving 10,000 clients through 150 NGOs and administering about AU$300 million a year, DCSI faced fragmented information, manual contract administration and slow payment processes that made it hard for case managers, providers and clients to coordinate care and visibility.

DCSI consolidated data and workflows on Salesforce, building the Request Contract Reconciliation (RCR) system plus Community Cloud portals for clients (MySupportAdvisor.com.au) and providers to manage plans, contracts, invoicing and approvals. Within 12 months 90% of contract administration ran on the platform; annual processing now covers ~900,000 transactions and 7,000 contracts, payments have nearly doubled while staffing stayed flat, and payment times fell from 4–6 weeks to under three days — improvements that other government agencies have since adopted.

Department for Communities and Social Inclusion

Joe Young

Director