The forward path (deliver → claim → invoice) is well-instrumented. The feedback path — variance identified, routed, resolved, reflected back — is only evidenced for a narrow set of known error types. Broader reconciliation is confirmed as not happening as at June 2026.
flowchart TD
A["Funding advised via client/family,\nBusiness Development (HubSpot),\nSupport Coordinator, or Service Manager"] --> B["NDIS Administrator drafts\nStatement of Service (SOS)\nin Visicase"]
B --> C{"Ops Management\n(SM/GM) agree\nservice detail?"}
C -- "No — returned for amendment" --> B
C -- Yes --> D["SOS sent to Plan Nominee\nfor signature (DocuSign)"]
D --> E["Signed SOS returned"]
E --> F["NDIS Admin updates Visicase:\nbudget entered, case file\nPENDING → APPROVED"]
F --> G{"Revenue Accountant\nvalidates Visicase entry\nvs signed SOS"}
G -- "Variance found" --> F
G -- Match --> H["Service booking created\nin QuickClaim / PRODA"]
H --> I["Weekly billing cycle (Tuesdays):\nshift/timesheet approved,\nactivity report run,\nQuickClaim bulk upload"]
I --> J{"Activity report total\n= QuickClaim upload total?"}
J -- "No" --> K["Manual investigation &\nreconciliation (undocumented\nas a defined process)"]
K -.-> I
J -- Yes --> L["Claims submitted to Agency /\nPlan Manager; invoices\nposted in Business Central"]
L --> M{"Claim accepted?"}
M -- "Rejected — known error types\n(service booking missing,\nfunding entity wrong,\ninsufficient funds)" --> N["NDIS Admin / Finance\nresolve and reclaim"]
N -.-> I
M -- Accepted --> O["Reconcile Payments\n(03.03.04 To-Be)"]
O --> P["⚠ GAP: swimlane owner\nis 'Role TBC'; diagram marked\n'OLD MAP - Awaiting Confirmation'"]
P --> Q["Accounts Receivable —\nNOT MAPPED"]
P --> R["Finance Reporting —\nNOT MAPPED"]
P --> S["Clearing Process —\nNOT MAPPED"]
O --> T["Credit note / dispute path\n(mapped, but Verify/TBC\nintegration steps unresolved)"]
U["Evidenced leakage points\n(Revenue Review, 6 Nov-4 Dec 2024):\n$1.2M pending-status revenue ·\n$4M AR, invoices up to 6mo late ·\n$5k/month from unapproved timesheets ·\n1,100 open claim errors (~4 hrs/week to fix) ·\nLedger↔sub-ledger reconciliation\nnot being performed"] -.->|"evidence"| O
V["CEO Report 25 Jun 2026:\nConnect payroll bug 15 Jun,\nmanual workaround required"] -.->|"corroborates ongoing fragility"| I
W["Sustainability Report 25 Jun 2026:\nSOS still only exists as a\nnon-searchable PDF; Visicase\nbudget field 'still being updated'\npost-Connect"] -.->|"same gap, ~19 months later"| F
classDef gap fill:#f4dad7,stroke:#b3352f,stroke-width:2px;
classDef evidence fill:#ece3d3,stroke:#7a6e5e,stroke-width:1px;
class P,Q,R,S gap;
class U,V,W evidence;
The NDIS Administrator drafts the Statement of Service from a separate SOS spreadsheet quote (based on the prior year) and a "Roster of Care" tool — not directly in Visicase. Ops Management validate the draft; once signed by the Plan Nominee via DocuSign, Visicase is updated within 2 business days (budget entered, case file PENDING → APPROVED). As of the Nov–Dec 2024 review this DocuSign/upload step "can sometimes be forgotten," and pending-status revenue outstanding was $1.2M.
The Revenue Accountant independently validates Visicase entry against the signed SOS; any variance is returned to the NDIS Administrator for correction within 1 business day. Two related but distinct Control Points exist separately in Governance (§7): CP1 (active client list vs open case files) and CP2 (the weekly "Traffic Light" claim-vs-budget report).
Billing runs weekly (Tuesdays): shift/timesheet approval, an activity report from Visicase, a QuickClaim bulk upload, and a manual cross-check that totals match — no system enforces this. Successful claims invoice via Business Central; rejected claims land on a "claim recovery" tab with defined error categories. As at the 2024 review, 1,100 claims had open issues, taking an estimated 4 hours/week to resolve.
03.03.04 Reconcile Payments (To-Be) is the step that should close the loop. In the source process map, the entire swimlane is labelled "Role TBC", with a handwritten annotation: "OLD MAP – Awaiting Confirmation." Six downstream endpoints are explicitly marked "(not mapped)." The 2024 review independently confirms this is real: "Reconciliation is not currently being done between: Ledger–BC, Sub-ledger–Visicase."
Two board papers from the same 25 June 2026 meeting show this isn't historical. The Sustainability Report states the SOS "is currently only available in a PDF format (therefore not searchable)" and that post-Connect, the extracted budget field "is still being updated" — the same manual re-keying problem, ~19 months later, post-migration. The CEO's report separately notes a payroll bug 13 days after Connect's go-live requiring a manual workaround.
None of the documents reviewed confirm whether these figures have since improved — see Missing Information.