A follow up external review into Disability Support Services (DSS) commercial management capability demonstrates that DSS has made significant improvements to governance, leadership, systems access, and commissioning.
In 2024, the Link Consulting Rapid Assurance Review made recommendations for urgent improvements to strengthen DSS commercial management systems, processes and oversight of disability support services. A significant programme of work has been underway to respond to the recommendations.
In 2026, as part of its ongoing work to strengthen the disability support system, we commissioned Link Consulting to independently assess progress made to improve our commercial management capability since transitioning to MSD in September 2024, alongside broader work to implement the recommendations of the 2024 Independent Review.
The follow up review has found that our approach to capability uplift has been well structured and appropriately prioritised. The report notes that we have achieved a material uplift in commercial management maturity since 2024, moving from systemic weaknesses to full functional coverage, with most areas now assessed as “Well-placed” or higher.
“Our role is to be the effective commissioner, funder and steward of high-quality disability support services that are responsive to disabled people’s needs”, says Anne Shaw, Deputy Chief Executive, DSS.
“Our work to uplift our commercial management capability has included implementing new governance arrangements, adopting robust financial controls, establishing new roles, developing strengthened commissioning and contract management frameworks, and improving provider engagement practices.
“The review notes significant improvements have been made, while also identifying opportunities to further strengthen operational consistency and provider experience. We will continue to focus on improving invoicing and payment processes, embedding new ways of working, strengthening capability, and ensuring consistent application of frameworks and processes across all teams.
"The progress achieved over the past two years reflects the expertise, commitment and professionalism of our people across DSS.
“I would also like to thank our contracted providers for supporting these improvements and new ways of working. We will continue to work together to deliver consistent, high-quality services and improve outcomes for disabled people.” says Anne Shaw.