Achieve Australia manages NDIS claim notifications across multiple geographic clusters, with admin teams manually processing emails from both the PACE system and the legacy Portal. With nine distinct notification types and a mandatory tracking requirement for every participant interaction, a missed notification meant a missed service booking and unclaimed revenue.

Every incoming NDIS notification had to be opened manually, identified by type, matched to one of four geographic clusters (Red, Blue, Green, or Purple), and routed to the correct admin by hand. Tracking happened across personal spreadsheets and ad-hoc email chains.

The NDIS PACE transition made things worse. Both the new PACE system and the legacy Portal generate notifications with different subject line formats, making consistent identification near-impossible without reading each email individually. The core fear from the admin team: “We don’t want to miss anything” — because a missed notification meant a missed service booking and unclaimed revenue.

TechRam built a three-flow Power Automate system that handles the complete lifecycle of every NDIS notification — from arrival through task assignment, completion tracking, and weekly audit reporting.

The Notification Intake Flow detects new emails, parses subject lines across both PACE and Portal formats, determines the participant’s cluster, creates a labelled Planner task assigned to the correct admin, and posts a Teams notification — all without human intervention. The Completion Sync Flow detects when a task is marked done and sends a confirmation email. The Weekly Audit Flow compiles all activity into a SharePoint-stored Excel report and posts a weekly summary to Teams. Zero Azure infrastructure required — the entire system runs on Power Automate premium connectors already included in Achieve Australia’s licensing.