Sydney Disability Support & MCS
Rebuilding the operating system for care delivery.
Two NDIS providers were running their operations across a $90,000-a-year stack of tools that didn't talk to each other — coordinators buried in paperwork instead of caring for participants. Cuebites replaced all of it with one purpose-built platform covering participants, staff, compliance, invoicing, budgets, and AI-powered care insights.
SaaS savings, per year
~$82k
Combined across SDS & MCS
Admin time reduced
75%
Coordinators back to participant outcomes
Client
SDS + MCS
Industry
NDIS · Disability Services
Region
New South Wales, AU
Engagement
Dual-provider platform
Custom Platform Build
Web Development
Mobile App Development
AI Implementation
UI/UX Design
Custom Platform Build
01 · Challenge
A stack that fought back.
Hundreds of support workers, thousands of monthly shifts, and the full NDIS workflow — all held together by software that was never designed to work together.
Before · The legacy stack
ShiftCare / Brevity
Rostering
Google Sheets
Participants
Team coord
Compliance
Paper forms
Incidents
Combined SaaS spend
$90k+ / yr
Sydney Disability Support and MCS are two NDIS providers serving participants across New South Wales. Between them they manage hundreds of support workers, thousands of shifts a month, and the full spectrum of NDIS service delivery — daily living support, community participation, support coordination, plan management, and specialist disability accommodation.
Before engaging Cuebites, both providers were running their operations across a painful stack: ShiftCare or Brevity for rostering, Google Sheets for participant information, WhatsApp for day-to-day team coordination, email for compliance documentation, and paper for incident reports. Each tool solved part of the problem and none of them talked to each other. The combined SaaS bill across the two businesses was over $90,000 a year and climbing with every new participant and support worker.
The operational reality was worse. Coordinators spent 20-plus hours a week on manual rostering and participant-worker matching. Compliance reporting for NDIS Quality and Safeguards audits was a week of frantic document-hunting every quarter. Budget tracking against individual participant plans was reactive — providers often discovered overspend or underutilisation only at plan review time, when it was too late. Incident reports were inconsistent, sometimes lost, and rarely followed proper escalation pathways.
Both businesses wanted the same thing: a single, purpose-built platform that covered the entire NDIS provider workflow end to end, built by a team that understood the NDIS Practice Standards and had sat inside an NDIS office long enough to see what actually mattered.
02 · Solution
One platform, end to end.
Cuebites delivered a comprehensive NDIS management platform — originally built for SDS, then extended and customised for MCS — covering every major operational area of a modern NDIS provider.
Participant management.
Full participant lifecycle from initial enquiry through onboarding, identity verification, service agreements, plan management, and active care. Circle of Support mapping links family, guardians, support coordinators, plan managers, and allied health professionals to each participant. Care plans, goals, communication preferences, and routines are visible to every worker on shift.
Staff management.
Support worker profiles with qualifications, NDIS worker screening, working-with-children checks, vehicle details, and availability. Learning management and training compliance tracking with automated expiry reminders (First Aid, CPR, medication competency, and role-specific certifications). Timesheet-to-payroll pipeline with direct Xero and MYOB integration.
Smart rostering.
Drag-and-drop roster builder with automatic conflict detection, recurring shift patterns, multi-staff assignment for group activities and high-support participants, and NDIS support item linking per shift so every shift knows exactly what it bills against. Geofencing rules enforce service boundaries and Electronic Visit Verification captures GPS-verified clock-in and clock-out.
Compliance and audit framework.
Digital evidence collection mapped directly to NDIS Practice Standards. Policy acknowledgement tracking, configurable compliance controls, and audit-ready reporting. Incident and hazard reporting with structured forms, automated severity-based escalation to managers and the NDIS Commission where required, and investigation workflows with evidence collection and corrective actions.
NDIS-compliant invoicing.
Complete NDIS price guide built in, with rates automatically applied based on time of day, day of week, public holidays, and participant location. Separate workflows for NDIA-managed, plan-managed, and self-managed participants. Invoices generated in bulk from approved timesheets in formats ready for every major plan manager.
Budget tracking
Real-time visibility into every participant's budget utilisation across all support categories, with alerts for approaching limits, overspend, or significant underutilisation. Plan review preparation reports show exactly how funds have been used, backed by service evidence.
Support worker mobile app.
Native iOS and Android app for support workers shift acceptance, GPS-verified clock-in, offline-capable progress notes, incident reporting, photo capture, and in-app communication with coordinators and participants' circles of support. Built specifically to work in patchy coverage areas with offline sync.
Family and guardian portal.
Secure portal for families to view care schedules, meet the workers supporting their loved one, read progress notes, and communicate with the support team.
Lead capture and community partner tools.
Multi-channel lead intake with AI-powered scoring, automated follow-up sequences, and referral partner management. A dedicated partner portal gives support coordinators, plan managers, and allied health referrers visibility into their referred participants without exposing other providers' data.
Advanced support coordination tools.
For the support coordination arm of the business, dedicated workflows for plan implementation, budget allocation across providers, provider comparison, and coordination note templates aligned to NDIA reporting expectations.
AI-powered care insights.
Pattern detection across progress notes flags behavioural changes, declining engagement, and emerging risks. Automated suggestions for goal adjustments based on observed progress. Predictive alerts for plan overspend or underspend before plan review dates.
03 · Results
What changed, in numbers.
Across operations, compliance, worker experience, and participant outcomes — the numbers tell their own story.
What changed after launch — across operations, compliance, worker experience, and participant outcomes.
~$82,000 per year in combined SaaS savings across SDS and MCS after retiring ShiftCare, separate LMS platforms, incident reporting tools, and the rest of the legacy stack. 75% reduction in coordination admin time — freeing coordinators to spend time on participant outcomes rather than paperwork. 40% fewer unfilled shifts through AI-assisted participant-worker matching and predictive demand planning.
Near-zero compliance gaps since platform launch — audit preparation time cut from a week to under a day. 4.8 / 5 support worker satisfaction rating for the mobile app, higher than any tool either provider had used previously. Under 4 days to onboard a new participant, down from roughly two weeks, and plan underspend is now identified and recovered at a participant level that would previously have gone unnoticed until plan review.
~$82k
Annual SaaS savings across SDS & MCS
75%
Less coordination admin time
40%
Fewer unfilled shifts via AI matching
4.8/5
Support worker app satisfaction
<1day
Audit prep time, down from a week
04 · Voices
In their own words.
What the people running these services actually said — not sanitised quotes, but real feedback from the operators who use the platform every day.
We had tried every NDIS SaaS platform on the market. They all covered 60 to 70 percent of what we needed and forced us to build spreadsheets for the rest. Cuebites actually came into our office, sat with our coordinators and support workers, and built a system that covers the whole workflow. SD
SD
Operations Manager
Sydney Disability Support
The AI flagging for plan underspend has directly saved participants from losing funding they were entitled to. That is not just software efficiency, that is better care outcomes.
MC
Director
MCS
Our tech stack
Built on Open Standards. No Vendor Lock-In.
Frontend
React
Next.js
TypeScript
Tailwind
Backend
Node.js
PostgreSQL
Supabase
AWS (Sydney)
AI & ML
OpenAI
LangChain
Integrations
Xero
MYOB API
Twilio SMS
We build with open-source, industry-standard technologies. Any competent developer can maintain or extend what we build. Your software, your stack, your choice.
