Moira Disability and Youth Services
The Australian non-profit sector is currently experiencing massive changes, particularly so in the disability sector. Legislative changes have led to government withdrawal from block funding to directly funding the individual. We're working with Moira to navigate change and put them in a position of strength.
The introduction of the National Disability Insurance Scheme (NDIS) gives customers more choice and control over how, when and where their supports are provided. This is leading to increased competition as new commercial providers enter the sector attracted by the freshly funded individual.
To navigate this change and be well-positioned for the future, organisations need to adopt a more commercial, market-led approach which places the customer at the centre.
To do this effectively, they must understand their customer better than ever before. Service offerings need to be improved and carefully redesigned to actually meet customer needs, rather than simply deliver on pre-determined outcomes. This requires new marketing and business development skills which many simply haven't had. Along with this comes the need to implement long term, internal cultural change to support the transition to a customer service ethic that goes beyond the “person-centred” approach.
Our ongoing work is helping define what it means to be Moira, and why existing and new customers should choose Moira as their trusted provider.
Working with Moira to better understand their customers has provided invaluable knowledge and understanding and has formed the basis of new strategies and priorities for change. We've helped Moira adopt a clearer market position through a stronger, more distinctive brand. We've shaped and articulated their service offering and the ways in which it is communicated.
An entirely new digital presence was created, including digital design and 100% new content. The exercise has not only improved their online presence for today, but has delivered a flexible system for the future — ready to adapt and change as their services evolve and mature alongside the NDIS.
Internally, we've created internal engagement materials to encourage cultural change and to support the transition of the organisation. An extensive toolkit of brand elements and ongoing support has helped their in-house marketing team develop a unique voice, work independently and be better equipped to not only manage, but thrive on social and other digital platforms.
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