Case study & testimonial templates for NDIS providers
Structured, fill-in-the-blank templates for writing up your own invoicing, rostering, and compliance outcomes — plus interview prompts for collecting testimonials from your team with proper consent.
These are blank templates. Every placeholder must be filled with your own verified figures and real, consented quotes. ND Hub does not supply example customer results or sample testimonials.
Case study templates
Pick an outcome area, gather the before/after metrics, then complete each section.
Document how your team moved from manual invoice entry and claim rework to parsed, validated invoices.
Metrics to gather (before / after)
- Invoices processed per week (before / after)
- Average minutes per invoice (before / after)
- Claim rejection or rework rate (before / after)
- Days from service delivery to payment (before / after)
- 1.
Provider snapshot
Who are you, where do you operate, and how large is the team?
[Provider name] is a [registered/unregistered] NDIS provider in [location] supporting [number] participants with a team of [number] support workers.
- 2.
The challenge
What was breaking before? Be specific about time and money.
Before ND Hub, our team keyed invoices by hand from [source documents]. That took roughly [minutes] per invoice across [number] invoices each week, and [number]% needed rework because of [line item / price / date] errors.
- 3.
What we changed
Which ND Hub workflows did you adopt, and in what order?
We started uploading invoices to ND Hub for AI parsing, then used [NDIS line item validation / bulk claim builder / branded exports] to review and send claims.
- 4.
The results
Only include numbers you can evidence from your own records.
In [time period] we reduced invoice handling from [X] minutes to [Y] minutes per invoice, cut rework from [X]% to [Y]%, and shortened time-to-payment from [X] to [Y] days.
- 5.
What it means for participants
Tie admin savings back to support hours or service quality.
The [number] hours a week we recovered now go into [participant-facing activity].
Compliance evidence checklist
Print one sheet per outcome area and tick items off as evidence is collected for invoices, rosters, and progress notes.
Invoices
Evidence for every invoicing and claiming number you publish.
- Export the invoice list for the before period and the after period (same length, same services).
- Keep a sample of source invoices showing the original format you worked from.
- Record the NDIS line items and price limits applied to each sampled invoice.
- Save claim submission or payment remittance records that evidence the time-to-payment figures.
- Note any rejected or reworked claims with the reason recorded.
- Attach the parsing accuracy review for a sample of at least 20 invoices.
- Keep the bulk claim CSV (or equivalent) submitted for the after period.
Rosters
Evidence for shift coverage, workforce, and cost claims.
- Export the published roster for the before period and the after period.
- Record unfilled, reassigned, and late-changed shifts for both periods.
- Keep evidence of worker credentials current at the time of each sampled shift.
- Save overtime, travel, or agency spend reports used in any cost claim.
- Note who built the roster and how long it took (timesheet or diary entry).
Progress notes
Evidence for note quality, timeliness, and participant privacy.
- Export progress notes for the sampled participants with identifying details removed.
- Record the on-time completion rate for both the before and after period.
- Keep evidence that notes link to the participant goals they report against.
- Save any quality review, supervision, or internal audit findings on note quality.
- Confirm no participant is identifiable in anything you plan to publish.
- Evidence gathered by: ______________________ Date: ____ / ____ / ______
- Reviewed by (quality or compliance lead): ______________________ Date: ____ / ____ / ______
- Consent obtained for every quote and figure published: Yes / No
Testimonials
We don’t publish invented quotes. Use these prompts to collect real words from the people doing the work, then publish them with consent.
“[What used to happen] used to take me [time]. Now [what changed], so I [outcome].” — [Name], [Role], [Provider]
“Building the roster used to mean [old process]. The change that mattered most was [feature], because [result].” — [Name], [Role], [Provider]
“Last audit we spent [time] gathering evidence. This time [what happened], which meant [result].” — [Name], [Role], [Provider]
“On shift I used to [old process]. Now I [new process], so I can spend more time on [participant outcome].” — [Name], [Role], [Provider]
- Ask the person to answer in their own words — never write the quote for them.
- Confirm no participant is identifiable: no names, addresses, diagnoses, or plan details.
- Get written consent to publish the quote, name, role, and organisation.
- Keep evidence for every number quoted (report, export, or screenshot).
- Re-confirm consent annually, or remove the testimonial.
Need the numbers before you write the story?
Use the ROI calculator to estimate the admin hours and cost savings to measure against.