Leap in! is Australia’s leading National Disability Insurance Scheme (NDIS) plan manager, supporting thousands of Australians across the country. A progressive social enterprise, the Leap in! mission is to:

• Enrich the lives of people with a disability, enabling them to live their best life by getting the most out of their NDIS plans
• Innovate and connect a highly fragmented value chain of participants, families, support providers and other stakeholders
• Assist customers to navigate complexity and become a trusted partner in supports decision making
• Provide delightful, mainstream, digitally-led experiences to our members and their crew

In October 2021 – Leap in! was awarded second place in the Australian Financial Review (AFR) Most Innovative Companies awards in the Government and Not-for-Profit Category for the ‘Hedgehog’ solution co-created by Mitra and Leap in!

When Leap in! were first established, they focussed on providing a uniquely useable and accessible digital and human contact centre experience for their members, while utilising a third party to provide their core financial management, claims assessment and funds tracking and routing solution.  

As the business grew to process claims for millions of dollars and thousands of individual provider payments each week, the third-party solution was becoming more expensive, while limiting the organisation’s ability to rapidly innovate and stay a step ahead of their competitors.  

A robust, scalable and more flexible solution was needed. 

Doubling down on the cloud-first, serverless technologies already used to deliver the Leap in! member experience, the Hedgehog platform was designed by Mitra to deliver an extremely low cost, secure, resilient, scalable and flexible platform, supporting: 

• A robust core general ledger, built on an open-source kernel, capable of processing millions of transactions a year  
• Claim and invoice lifecycle workflow management, providing a forensic level of detail for performance and risk management, helping to automate sophisticated recovery pathways from ‘unhappy path’ claiming and settlement events 
• Member, plan and provider lifecycle workflow management, providing a fully integrated solution suite across CRM, CX, Contact Centre, Financial Management and Banking
• Advanced stakeholder communication components, unifying member and provider experience across native app and other digital channels, contact centre, email, to provide participant choice and control around the delivery of their plan