Centro Professional Services

Our Centro team works directly with you to configure the core components of the Web App, including:

• Business Units - set up to reflect your departments, locations or teams.

• Positions & Roles - configure the key positions and associated roles that match your organisation’s structure and job functions.

• Incident Management Workflow - customise your workflows based on reporting, escalation, and resolution processes.

Available with Centro QMS STARTER, Centro QMS and Centro KMS subscriptions.

This takes the hassle out of keeping your Web App content up-to-date.

Whenever there’s an update, whether it’s a policy change, a process update, or a new piece of information, our Centro team will jump straight into your organisations Web App, make the necessary adjustments, and prepare the updated content for your review and approval.

We ensure that:

• Updates are applied accurately.

• Any related content, links, or dependencies are reviewed and adjusted.

• Changes are fully prepared and staged for your approval before they go live, ensuring you maintain oversight and control.

Available with Centro QMS STARTER, Centro QMS and Centro KMS subscriptions.

New and Updated Content
We keep your team updated with new content and software features through monthly meetings. Changes are uploaded to Hidden Items for your team to review and implement.

• Centro Action: Monthly content updates, host update meetings, upload changes.

• Client Action: Review Hidden Items and update the web portal accordingly.

Internal Audits
Regular assessments of your web portal ensure alignment with NDIS compliance requirements. We provide an action plan with short, medium, and long-term recommendations.

• Centro Action: Review portal, provide compliance recommendations, monitor progress.

• Client Action: Review and action recommendations, provide feedback on organisational priorities.

Improvements
Quarterly compliance reviews with progress reports to help you achieve and maintain Centro Quality Stars annually.

• Centro Action: Deliver quarterly compliance reports.

• Client Action: Review reports and provide feedback on recommendations.

Monthly Account Management
Dedicated monthly meetings to track actions, review content updates, and address any process or policy changes.

• Centro Action: Host monthly meetings, review actions and updates.

• Client Action: Inform Centro of any internal changes and request support as needed.

Training
Ongoing training recommendations based on system usage data, with training sessions and resources provided as required.

• Centro Action: Analyse usage data, recommend training, deliver sessions.

• Client Action: Attend sessions and provide feedback on training needs.

VIP/Quality Stars Program and Roadmap
Exclusive participation in Centro’s VIP program, offering early visibility of new features and input into future enhancements.

• Centro Action: Share product roadmap, collaborate on enhancements, offer early access.

• Client Action: Provide feedback on enhancements and participate in early access programs.

System Usage Review
Ongoing monitoring and review of system usage to support optimal adoption and performance.

New and Updated Content

We handle ongoing content updates directly in your live web portal, keeping policies current and setting review schedules. Significant changes are escalated for board approvals as needed.

• Centro Action: Upload content, set review dates, approve and publish minor changes, prepare monthly content summaries, assist with uploading client-provided content.

• Client Action: Provide new or updated content, review monthly reports, approve major changes through Board processes.

Internal Audits

Monthly internal audits ensure continuous alignment with NDIS and compliance standards, with clear reporting on findings and next steps.

• Centro Action: Create annual audit schedule, conduct monthly audits, report on findings and recommend improvements.

• Client Action: Provide focus areas for audits, supply additional information as needed, review and act on audit findings.

Improvements

We create and manage improvement actions based on audit outcomes, track their progress, and assist with any content updates required to resolve compliance gaps.

• Centro Action: Create improvement actions, assign responsibilities, monitor progress, update content as needed.

• Client Action: Review improvement reports, escalate urgent issues, review and approve updated content.

Monthly Account Management

Dedicated monthly meetings keep compliance, content, and system updates on track, while allowing for proactive planning and priority setting.

• Centro Action: Host monthly meetings, review actions, reports, updates and next steps.

• Client Action: Share organisational updates, request assistance, and provide feedback on priorities.

Training

Training is offered based on system usage and staff feedback to ensure ongoing confidence in using the portal effectively.

• Centro Action: Recommend and deliver administrator and user training sessions, based on usage and feedback.

• Client Action: Attend training sessions, provide feedback on further training needs.

VIP/Quality Stars Program and Roadmap

Be part of Centro’s VIP program with exclusive access to new features, product roadmap sessions, and targeted action plans to achieve Quality Stars.

• Centro Action: Share roadmap, provide health checks, action plans, and early access to features.

• Client Action: Provide feedback on enhancements, participate in early access.

Software Updates and New Features

Stay up-to-date with the latest system enhancements. We assist with setup, demonstrations, and provide clear guidance for your team.

• Centro Action: Present new features in meetings, assist with configuration, provide admin and user guides.

• Client Action: Confirm activation of new features.

System Usage Review and Management

Regular system usage reviews help maximise staff engagement and ensure effective adoption of the portal across your organisation.

• Centro Action: Monitor system usage, provide monthly reports and improvement plans.

• Client Action: Review reports, provide focus areas for improvement.

User Management

We manage all user changes promptly to ensure access remains current and secure for your team.

• Centro Action: Action user changes (add, update, deactivate), send welcome emails.

• Client Action: Submit user change requests to Centro.

Required Reading and Knowledge Tests

We manage Required Reading notifications, track completion rates, and follow up with managers to ensure staff remain up-to-date.

• Centro Action: Send notifications, report on completion, send reminders to managers.

• Client Action: Provide list of managers for follow-up actions.

Web Portal Support

We manage all support issues raised by your users, ensuring quick resolutions and proactive communication on any outages or system issues.

• Centro Action: Log and resolve support tickets, communicate planned outages, provide monthly support updates.

• Client Action: Report issues to Centro Support, review monthly support updates.