The National Disability Insurance Agency (NDIA) has expressed confidence in the security of its new PACE CRM platform, despite an internal report raising concerns about the system and broader information security issues. The document, which contained sensitive information about NDIA’s ICT environment and PACE, was deemed too sensitive for public release by the Administrative Appeals Tribunal (AAT) in September.
The report had raised “serious concerns about the security of the information and information systems employed by the NDIA.” NDIA plans to deploy PACE nationally at the end of October.
PACE CRM Platform and Security Concerns
PACE is a new customer relationship management (CRM) system based on Salesforce, designed to replace a SAP-based CRM supplied by Services Australia. The system underwent internal testing in June of the previous year and external testing at the end of 2022. While the AAT acknowledged that there may have been improvements made to PACE and NDIA’s ICT environment since the report was prepared, it opted not to risk a public release due to concerns about potential damage to public confidence in the NDIA and an increased risk of cyberattacks.
NDIA’s Confidence in ICT Security
An NDIA spokesperson stated that the agency is “confident in the security of the new ICT system” and continues to work on ensuring the system supports its staff and improves the experience for scheme participants. Despite the concerns raised in the internal report, NDIA appears determined to address any security issues and maintain public confidence in its operations.
