Change can be chaotic—but it doesn’t have to be. In this episode, Tania and Paul are joined by Val from Via Technology, who unpacks the real keys to successful digital transformation in the NDIS space.

Spoiler: It’s not just about buying new software.

Together they explore how to lead change that sticks, create systems that actually support your business, and manage team resistance—especially in a sector where tech adoption often lags behind.

Episode Highlights:

00:00 – Welcome to the Wild Ride

Meet Val from Via Technology and learn why the future is systemised—but not just automated.

03:30 – People, Process & Tech: The Transformation Trifecta

Val breaks down why technology alone is not the answer—and how people and processes must come first.

06:05 – Car, Map, Traveller Analogy

Val shares a powerful metaphor to explain the role of tech, process, and people in successful change.

08:00 – Case Study: Right Tech, Wrong Setup

How one provider avoided a $100k system switch by mapping processes and aligning team roles.

10:15 – The Real Problem Isn’t Always the Software

Tania shares how user trust (or lack of it) in systems can sabotage even the best software.

12:50 – Getting Buy-in: How to Align Vision Before Change

Val explains the North Star framework and how to distil vision into measurable outcomes.

15:45 – Tech Aversion in the Disability Sector

Tania discusses the unique resistance to tech within NDIS leadership and how to overcome it.

18:30 – When Leadership Avoids Tech

Paul and Tania highlight the importance of showing value in systems from the participant perspective.

21:10 – Who’s Leading Change? (Hint: Not Always the CEO)

Why real leadership can come from any level in the organisation.

22:35 – Why Systems ≠ Restriction

Val explains how systems enable freedom, not limit it—and why that's key to staff buy-in.

24:20 – Team Feedback: The Honest & the Hidden

The importance of informal feedback, coffee chats, and reading between the lines.

26:10 – Tailoring the Rollout to the Bell Curve

How to support every level of tech confidence—from early adopters to resisters—with practical, personalised change management.

27:50 – Final Thoughts

Change is hard—but with the right mix of leadership, clarity, and empathy, it’s absolutely achievable.

Listen via:

Podbean: ⁠https://profitablendisprovider.podbean.com/⁠

Apple Podcast: ⁠https://apple.co/3UQI0cA⁠

Spotify: ⁠https://podcasters.spotify.com/pod/show/the-profitable-ndis⁠

YouTube: @ProfitableNDIS_ProviderPodcast

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