4.4 The Chief Executive Officer and Executive Team
The Chief Executive Officer (CEO) is responsible for the day–to–day administration of the Agency under the Act. Supported by the Executive Leadership Team (ELT), the CEO executes the Board–approved strategic objectives and policies, in line with the agreed risk appetite.
Mr Martin Hoffman was appointed CEO of the Agency from 4 November 2019. Before this, Ms Vicki Rundle PSM acted in the position from 30 April 2019.
4.4.1 The Executive Leadsership Team
Martin Hoffman, CEO
Martin Hoffman commenced as CEO on 4 November 2019. He has over 10 years of senior public sector experience, including as a Deputy Secretary in the Commonwealth government and Secretary in the NSW government, following a CEO-level private sector career primarily in digital technology and media. He holds an MBA (Hons), Bachelor of Applied Finance and Bachelor of Economics degrees, and is a Fellow of the Institute of Public Administration Australia. Mr Hoffman was awarded the James Wolfensohn Public Service Scholarship to study at the Harvard Kennedy School in 2013.
Mr Hamish Aikman, Chief People Officer
Hamish Aikman joined the Agency in April 2018. Prior to joining the Agency, he held senior executive level human resources roles with Coles Supermarkets and led the People Culture function at Kmart Australia, under the ownership of Wesfarmers Ltd. Prior to his ten years in retail, he held key operations roles in supply chain management and previously with Ernst and Young.
Mr Oliver Bladek, Deputy CEO Design, Digital and Strategy
Oliver Bladek joined the Agency in October 2019 and leads the Agency’s work in designing and delivering improvements to participant experience, increasing the use of technology in how the Agency services participants, and leading the Agency’s strategy, priorities and research work. Prior to joining the Agency, he supported Westpac in their agile transformation and spent 15 years with McKinsey & Company, serving global clients on strategic, cultural and transformation topics. He also led the firm’s organisation practice in Australia and New Zealand.
Mr Jeremy Dean, Deputy CEO Participant Experience Delivery
Jeremy Dean joined the Agency in December 2019 and is accountable for the end–to–end delivery and improvement of all the Agency’s planning and service experiences for participants. His remit encompasses the operational arms of the Agency, including Local Area Coordinators and Early Childhood Early Intervention partners. He was previously Chief Operating Officer for ANZ Banking Group’s Australian business and has held a number of national sales and service and operational leadership positions over 30+ years in the financial services industry in Australia and New Zealand.
Mr Ian Frew, Chief Information Officer
Ian Frew joined the Agency in early January 2018 after a 16-year career in General Insurance working for Suncorp, Allianz and IAG. While at IAG he was the Chief Information Officer for CGU Insurance and at both IAG and Allianz, he had deep involvement in workers compensation across Australia. He is a qualified chemical engineer, spending the first half of his career in global industrial automation roles, where he worked in a variety of industries from refining and manufacturing through to building automation.
Ms Sarah Johnson, Scheme Actuary
Sarah Johnson joined the Agency as Scheme Actuary in 2013. Prior to joining the Agency, she was a Director at PricewaterhouseCoopers. She has worked within the disability sector and broader health and human services sector for the last 15 years. She assisted the Productivity Commission on the Disability Care and Support Inquiry. She has also undertaken extensive actuarial work in accident compensation, housing, child protection, health and aged care. In 2016, she was awarded Actuary of the Year by the Actuaries Institute.
Mr Victor Walter, Deputy CEO Corporate Services and Chief Financial Officer
Victor Walter joined the Agency in March 2018. Mr Walter was previously the Group Finance Chief Operating Officer and Chief Financial Officer for Australia and New Zealand for the QBE Insurance Group. He was previously the Chief Financial Officer of the Metropolitan Ambulance Service. He is an experienced Chief Finance Officer with more than 20 years in the financial services industry. He has successfully implemented a number of finance transformation and large technology projects to deliver efficient systems, processes and controls.
Ms Vicki Rundle, Deputy CEO Markets, Government & Engagement
Vicki Rundle was the Deputy CEO Markets, Government and Engagement with the Agency throughout 2019–20 until 5 June 2020.
She has worked in Commonwealth and state government across a range of health and human services areas in her career, primarily in social policy, service delivery reform and in corporate enabling roles.
She left the Agency on 5 June 2020 following her appointment as Deputy Secretary with the Department of Veterans’ Affairs.
Ms Melissa Woodburn, Chief Risk Officer
Melissa Woodburn joined the Agency in July 2018 as the General Manager of Finance and Corporate Services. She took up the role of Chief Risk Officer in March 2020. Prior to this, she held senior leadership positions at large professional services firms.
She is a highly experienced chartered accountant with over 16 years’ experience with Commonwealth government. She has extensive experience in financial management, performance improvement and organisational and public sector reform.
4.4.2 Organisation structure
On 2 March 2020, the CEO announced a new organisational structure which had been developed in consultation with the Board. The new structure reduced internal complexity and allows the Agency to deliver improved service for participants. As at 30 June 2020 there were four groups, three divisions and the Scheme Actuary represented on the ELT.
Figure 4.4.2A: Agency organisational structure as at 30 June 2020
Areas of responsibility are structured as follows:
Participant Experience Delivery Group
The Participant Experience Delivery (PED) Group is responsible for all aspects of engagement with participants and their carers/families, including Scheme access, planning, reviews and complaints. The group also includes the PiTC network and the NCC. It is made up of four divisions:
National Delivery Division is responsible for engagement with participants, including Scheme access, planning and the Complex Support Needs Team. The Division operationalises the end–to–end strategy and controls for access and planning and continuous improvement across the Agency.
Operations and Support Division is responsible for providing systemic resolutions to complex National Delivery issues through leading root cause analysis and driving operational change. It develops and delivers significant technical, clinical and operational advice that informs, supports and improves the outcomes of the PED Group. Operations and Support assists PED teams with compliance of the NDIA policies, procedures, quality and risk management controls and delivers services and projects.
Reviews and Complaints Division creates a positive participant experience by delivering on requests for action made through participants’ complaints, escalations, participant critical incidents or reviews. It makes decisions on reviews requested by participants and responds to queries from Members and Senators. The Division also manages Administrative Appeals Tribunal (AAT) applications.
Partner and Contact Centre Division is responsible for the NDIA’s PiTC network and the NCC, including strategic planning and sourcing, and contract and performance management. The Division maintains quality standards to ensure the highest performing partner and contact centre network.
Design, Digital and Strategy Group
The Design, Digital and Strategy Group brings expertise, technology, structure and pace to design and improve how the Agency serves and empowers participants. It is made up of five divisions:
Participant Advocacy amplifies the participant’s voice inside the Agency by using their feedback to increase participant satisfaction outcomes.
Participant Experience Design designs and delivers large–scale improvements and enhancements to improve the participant experience and support how the Agency’s front-line staff operates.
Strategy and Priorities plans, leads, supports and delivers highly complex and significant outcomes, projects and work programs that have strategic and operational impact to the Agency.
Advice, Research and Evaluation provides thought leadership, content expertise and advice and research effort towards the management of key strategic issues in improving the effectiveness of the NDIS.
Digital shapes how the Agency uses technology to simplify and strengthen our front–line work in order to continuously improve effectiveness, outcomes and satisfaction.
Markets, Government and Engagement Group
The Markets, Government and Engagement Group is responsible for ensuring engagement and communications with stakeholders is genuine, two-way and effective in building and maintaining a positive reputation. It is made up of three divisions:
Provider and Markets is responsible for developing and implementing a comprehensive strategic and tactical plan for the stewardship of a market of NDIS providers.
Government and ILC manages and coordinates the Agency’s work and relationships with state, territory and federal governments. This includes governance committees and policy where other government mainstream services intersect with the ILC program. The ILC program will be transitioned to the Department of Social Services in 2020–21.
Communications and Engagement supports the internal, external and media-based strategic communication of the NDIA and engagement with participants, the sector and the wider community to support the delivery of the NDIS. The Division is also responsible for coordination, support and advisory services for ministerial offices and parliamentary protocols; and management and decision making for all freedom of information (FOI) requests.
Corporate Services and Chief Financial Officer Group
The Corporate Services and Chief Financial Officer Group is responsible for the management of the Agency’s corporate functions (excluding People and Culture and ICT). This ensures products and services are available to the Agency in a timely, efficient and effective manner. They are accountable for:
Finance, including financial controls, budgets and forecasts, reporting and funds management.
Procurement, including managing the procurement process to ensure compliance with relevant legislation and ensuring value for money and ongoing contract management.
Property, including the provision of suitable accommodation in relevant locations that is secure, safe and meets minimum disability access requirements and the ongoing management of property leases.
Records management, including the maintenance of Agency records as required by legislation.
Legal services, including the provision of legal advice across a wide range of legal matters including the operation of the NDIS Act.
Compensation and recoveries, including the implementation of compensation recovery requirements of the NDIS Act and the recovery of all Agency debts.
Chief Risk Officer Division
The Chief Risk Officer Division is made up of three branches that enable the execution of operational and strategic objectives through activation of best practice risk and governance principles, proactive fraud and compliance monitoring and specialist risk advisory services.
Scheme Integrity prevents, detects and responds to serious non–compliance, including fraud, against the Agency and/or the Scheme.
Risk supports the Agency to identify and manage its risks, including maintaining the risk management framework, building internal risk management capability, analysing and reporting prevailing and emerging risks, and providing oversight of material risk exposures.
Internal Audit provides functionally independent and objective assurance and advisory advice that assists the Board Audit Committee in discharging its duties and responsibilities to the Board.
People and Culture Division
The People and Culture division provides advice and support to staff and managers, throughout the employee lifecycle, and supports the Agency to provide a safe workplace for staff to build capability and foster a positive and inclusive culture to deliver the NDIS. It comprises two branches and three core teams:
Workforce and Capability Branch determines Agency resource requirements, sources the right people and provides performance solutions to enable an inclusive, capable, and engaged workforce to deliver the NDIS.
Human Resource (HR) Advisory Services Branch provides accurate advice and guidance on the application of the NDIA Enterprise Agreement and employment conditions, develops HR capability in leaders and ensures the Agency aligns with best practice HR management.
NDIA Design/SES Unit focuses on shaping the future capability and design of the Agency to ensure its people and functions are aligned to support participant service delivery. This team also supports the Agency’s senior executive cohort and support staff throughout their employee lifecycle.
Workplace Support and Disability Engagement Team provides staff and managers with the supports required to fully participate in and contribute to the workplace and create an accessible and inclusive environment for everyone.
The Work Health Safety (WHS) and Wellbeing Team supports the Agency to provide a positive and safe workplace for its people, where WHS risks are minimised and health and wellbeing is optimised, through a robust WHS Management System and wellbeing action plan.
Chief Information Officer Division
The Chief Information Officer Division is primarily responsible for the management of technology-related solutions, as well as the Agency’s protective and cyber security planning and risk management. It comprises three branches:
ICT Strategic Projects facilitates the delivery of ICT projects across the Agency. This includes technology strategy development, research and analysis of technology options, and development of and advice on delivery of the technical solutions to meet business requirements.
ICT Services manages the provision of ICT services and ICT support to meet the needs of the Agency.
Protective and Cyber Security provides strategic, Agency-wide oversight of protective security across security governance, information security, personnel security and physical security. This includes offering pragmatic, risk based advice on the secure and reliable operation of information technology systems.
Office of Scheme Actuary
The Office of Scheme Actuary manages NDIA data services, business intelligence and analytics, Scheme monitoring and analysis of outcomes for participants, their families and carers. The group comprises three branches:
Data and Insurance provides data services, including the delivery of the NDIA’s reporting platforms, and translates insights into measurable business performance improvements.
Financial Sustainability projects the future cost of the Scheme, identifies key financial risks and their impacts and makes recommendations to manage and address these risks. This team also monitors outcomes for participants and their families/carers.
Actuarial Monitoring provides detailed monitoring of Scheme performance including quarterly actuarial reports, quarterly reports to the Disability Ministers, and deep dive reports for the data and insights website.