Establishing trust in public service markets: Network analysis of the Australian National Disability Insurance Scheme in early implementation

Through their use of public money, the implementation of public service markets and their ongoing maintenance garners heavy attention worldwide. The National Disability Insurance Scheme (NDIS) began full implementation in July... [ view full abstract ]

Through their use of public money, the implementation of public service markets and their ongoing maintenance garners heavy attention worldwide. The National Disability Insurance Scheme (NDIS) began full implementation in July 2016 and is the latest in the Australian government’s attempts to implement public service markets. Once established, the NDIS will be one of the most extensive public service markets in the world in terms of numbers of clients, geographical spread and potential for service innovation. It is a landmark scheme. Network analysis in two locations has given early insight into the fundamental implementation challenges facing the NDIS and the construction of this new public service market. Practices of collaborative working and communication between service providers have been maintained under the previous program, yet these connections are already showing signs of shifting to more competitive relationships in the new market-based scheme. This shift has implications for trust between service providers and government, advocacy by service providers for policy reform and, in accountability of care outcomes for people with complex disabilities.