Clickability.com.au: Disrupting disability care services in Australia 2017-194.1

Melbourne social workers Aviva Beecher Kelk and Jenna Moffat had long been frustrated at how difficult it was for consumers to access accurate, up-to-date and useful information about disability care services. With the advent of the consumer-centric National Disability Insurance Scheme (NDIS) and its individual budgets, this barrier was even more crucial to overcome – how could people with disabilities make decisions about which services to purchase if they couldn’t find good information about what services were available, and how good they were? Kelk and Moffat decided to develop a ‘TripAdvisor’ for case services, where consumers and providers could not only access information, but also rate, review and share their experiences of services. In 2015, Clickability (clickability.com.au) was born.

This case describes the Clickability journey from idea to start-up to fully implemented website. It explores their work with care providers and consumers to sell them on the value proposition for each type of stakeholder, and the challenges of providing for a consumer base that included some of society’s most vulnerable and financially disadvantaged members, whose needs were highly diverse. This case can be used to explore concepts such as innovation, stakeholder consultation, disability policy, digital disruption, citizen-centred service delivery, and individual funding models.