Centrelink annual report 2003 – 04 Contact officer


SIMPLIFY, STREAMLINE AND RE-ENGINEER PROCESSES



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SIMPLIFY, STREAMLINE AND RE-ENGINEER PROCESSES

Multi Purpose Contact


Multi Purpose Contact (MPC) is a business process based on the principles of using data collected once for multiple purposes and using every customer contact as an opportunity to address required or future scheduled tasks and reduce the need for future customer contacts.

In March 2004, a new version of the ‘script’ tool that supports the MPC business process was released. The changes to the MPC tool included:



  • improved response times on customer record checks

  • checks on customer records to identify required action that directly affects a customer’s circumstances and displays these to the Customer Service Officer (CSO) in an URGENT checks table. These URGENT checks, if not done, will impact on the customer’s record and will cause preventable work such as debts, suspensions and breaches.

There were also changes to help reduce the amount of Family Assistance Office estimate debts for customers on Family Tax Benefit Part B. If a nil or low estimate is detected the CSO is advised to discuss the consequences of an underestimation of income with the customer. The CSO has the option of referring the customer to the Family Assistance Office team.

Better targeted management information has also been developed to assist managers to identify the urgent completed tasks as well as uncompleted tasks.


Business process redesign

ABSTUDY redesigned claim process


Centrelink’s Business Process Redesign Team worked with a number of stakeholders to design, test and evaluate a new end-to-end process for ABSTUDY. The project’s primary objective was to to ‘design a new end-to-end process for use in all available channels for Indigenous customers.’ The scope of the project included:

  • drafting the requirements of a simplified ABSTUDY claim process

  • identifying opportunities for customer profiling and debt profiling

  • looking at ways to improve third party arrangements for information exchange

  • looking at ways we can use MPC and the Centrelink Assessment Model for ABSTUDY.

Student end-to-end process


The Business Process Redesign Team also worked with stakeholders to design a student end-to-end service delivery process. This work had the following objectives:

  • review and redesign student end-to-end service delivery process, taking into account student self-service imperatives including registration and channel options

  • agree a set of principles for the student redesign

  • identify and consolidate work already done to redesign student end-to-end business process

  • plan for project implementation taking into account current workflow.

One-page humanitarian refugee claim form


A one-page humanitarian refugee income support claim form was designed, tested and implemented for Newstart Allowance, Youth Allowance (Job Seekers), Family Tax Benefit, Parenting Payment Partnered, Parenting Payment Single and Age Pension customers in 2003–04.

Claim process for retirement, disability and student customer groups


In consultation with stakeholders, a revised claim process for the retirement, disability and student customer groups was developed. This process uses dynamic questioning to collect information from customers so that they are asked questions relevant to their circumstances. This design is based on the principle of re-using customer data.

Consolidated Residence


Residence assessment, affecting all payments and concession cards, was standardised from 6 December 2003.

All payment/concession card systems now use the same standard screens for legal residence status and periods of residence. All systems derive the rules (for example, for periods of residence or waiting periods) the same way. More information is supplied to the CSO and the customer to explain situations where a customer does not satisfy rules, and new summary/explanation screens are available. This makes it much easier for CSOs to ‘get residence right’, even though the legislation remains very complex, with multiple payment-specific savings and exemption provisions.


DIMIA Data link


From 26 April 2004, access to real-time online Department of Immigration and Multicultural Affairs (DIMIA) arrivals/departures and visa information has been available from within a customer’s Centrelink record, through a direct data link with DIMIA.

Customer arrival, departure and visa information is necessary to ensure correct entitlement, both at the new claim stage and for ongoing payment. Staff previously relied on a paper-based process to request information about a customer’s visa status and/ or movements into and out of Australia. These requests to DIMIA took several weeks to process. Staff can now request and instantly receive DIMIA information from within a Centrelink customer record. The requests are made via a secure electronic data link between the organisations.


FINANCIAL
CHAPTER EIGHT

APPENDICES
CHAPTER NINE

Appendix 1: Consultancy contracts let during 2003–04 with a value of $10 000 or greater


The following legend serves as an explanatory guide to the data contained in the table below:

‘How engaged’ codes


P/T = Public tender

R/T = Restricted tender


Justification codes


A = Skills currently unavailable within Centrelink

B = Requirement for collection of quantitative statistical information

C = Requirement for independent or impartial research/assessment by an independent organisation

D = Requirement for specialist/professional expertise



TABLE 40: ALL CONSULTANCY CONTRACTS LET DURING 2003–04 WITH A VALUE OF $10 000 OR GREATER

Reference

Number


Vendor

Name


Short description

Total value ($)

How

Engaged


Justifi cation

Code


EXTS04/

0608


AIESEC Australia

To facilitate the

International

Graduate Exchange

Program 2004 for

Centrelink


17 500

R/T

A

ITCS04/

0099


Aquitaine

Consulting Pty

Ltd


Provision of

independent advisory

services for the IT

Refresh program
686 400

R/T

D

SODS03/

0875-0003
Australian

Protective

Services


Provision of

organisational

security plan and

other security

consultancy services


35 800

R/T

A

SODS03/

1189-0001
Biometix Pty Ltd

I&T consultancy

services relating

to authentication

systems


120 000

R/T

A

CONQ03/

0025


Charmjoy

Pty Ltd T/A

Cross Cultural

Consultants
Consultation

regarding the

operation of the

Centrelink office at

Maningrida


25 000

R/T

D

DOAS04/

0164-A


Charmjoy

Pty Ltd T/A

Cross Cultural

Consultants
Consultation

regarding the

operation of the

Centrelink Office at

Maningrida


38 854

R/T

D

DOAS04/

0229


Coleshill Pty Ltd

Provision of specialist

project management

expertise


50 000

R/T

D

EXTS04/

0052-D


Convergence

E-Business

Solutions Pty Ltd


Provision of

authentication

consultancy services


82 965

R/T

A

EXTS03/

0963


Corporate GIS

Consultants

Australia Pty Ltd


Provision of

consulting services

associated with

the implementation

and support of

a geographic

information system


40 480

P/T

D

EXTS03/

1138


CPT Global

Limited


Assessment of

future mainframe

capacity demand and

hardware provisioning

options


74 800

R/T

A

DOAS04/

0311


Dale R Boucher

Solicitor and

Consultant


Consultancy into Call

Centre management

Practices


60 000

R/T

C

DOAS03/

1212


Deloitte Touche

Tohmatsu


Consultancy services

in relation to Phase

II of the Business

Transformation and

Participation Practice

in Centrelink
198 000

R/T

D

DOAS04/

0292-A


Deloitte Touche

Tohmatsu


Consultancy services

relating to strategic

project management


85 223

R/T

D

SODS02/

1596-0019
DMR Consulting

Pty Ltd


Advice and facilitation

of Centrelink’s

application of

Benefits Realisation

Approach


16 335

R/T

D

SODS02/

1596-0020
DMR Consulting

Pty Ltd


Advice and facilitation

of Centrelink’s

application of

Benefits Realisation

Approach


27 235

R/T

D

SODS02/

1596-C-


0007

DMR Consulting

Pty Ltd


Advice and facilitation

of Centrelink’s

application of

Benefits Realisation

Approach


49 005

R/T

D

SODS03/

1514-0001
Egon Zehnder

International

Pty Ltd


Performance

and capability

assessments


225 500

R/T

D

DOAP03/

0143


GSM Executive

Programs


Limited

Design, develop and

conduct workshops

on coaching skills


35 000

R/T

D

CONS04/

0333


Heaney; Blaylock

and Associates

Pty Ltd


Services related to

workplace relations
48 708

R/T

D

DOAS03/

0886


HRM Consulting

Pty Ltd


Review of human

resource governance

and management


123 200

R/T

C

CONS03/

1430


Human

Synergistics

Australia Pty Ltd


Organisational

cultural development

pilot program


43 548

R/T

D

CONS03/

1050


Incoming Calls

Management

Institute


Consultancy services

for management

education program


170 000

R/T

A

DOAS03/

1218


Interaction

Consulting

Group


Review of risk

management support
17 600

R/T

D

ITCS04/

0365-A


ITerative

Consulting Pty

Ltd


Software architecture

review and Forte

consulting services


94 050

R/T

D

EXTS03/

1075


IV and V

Australia Pty Ltd
I&T consultancy

services relating to

Process Maturity

Reporting
61 864

R/T

C

CONS04/

0502


J G Mitchell and

Associates Pty

Ltd


Development of

national assessor/

evaluator network


12 000

R/T

A

CONX04/

0003


J G Mitchell and

Associates Pty

Ltd


Consultancy

service to develop

proposals dealing

with evaluation

and recognition of

learning


10 000

R/T

D

DOAS03/

1139


J G Mitchell and

Associates Pty

Ltd


Develop new

approach to learning

and assessment

with regard to

nationally recognised

Qualifications
27 500

R/T

D

EXTS04/

0468


Korn /Ferry

International
Recruitment services

Consultancy
100 000

R/T

C

ITCS04/

0394


Naked Object

Group Ltd
Provision of I&T

consultancy services
56 000

R/T

D

EXTS04/

0571


Petmar

Consultancies

Pty Ltd


Consultancy into

human resource

system access


33 440

R/T

C

SODS03/

1257-0007
Primavera

Australia Pty Ltd
Consultancy services

associated with

Master Software

Licence Agreement,

data gathering and

planning


15 840

R/T

D

SODS03/

1257-0036
Primavera

Australia Pty Ltd
Consultancy services

associated with

Master Software

Licence Agreement
33 315

R/T

D

SODS03/

1257-0037
Primavera

Australia Pty Ltd
Consultancy services

associated with

Master Software

Licence Agreement,

integration design


51 675

R/T

D

SODS03/

1257-0038
Primavera

Australia Pty Ltd
Consultancy services

associated with

Master Software

Licence Agreement,

project manager


29 327

R/T

DSODS03/

1257-0042

SODS03/

1257-0042
Primavera

Australia Pty Ltd
Consultancy services

associated with

Master Software

Licence Agreement,

team play scheduling

refresh


32 061

R/T

D

SODS03/

1257-0043
Primavera

Australia Pty Ltd
Consultancy services

associated with

Master Software

Licence Agreement,

design work


69 284

R/T

D

SODS03/

0322-0002
SGW and

Associates
Specialist services

in change and

strategic stakeholder

management
29 975

R/T

D

SODS03/

0322-0003
SGW and

Associates
Specialist services

in change and

strategic stakeholder

management
59 950

R/T

D

CONS03/

1505


Sherton Pty Ltd

Prepare Community

Connect program

plan and advice on

presentation
20 000

R/T

D

DOAS04/

0480


Team Systems

Pty Ltd


Design and facilitate

participation

business information

and process

improvement

workshops
11 990

R/T

D

SOXS04/

0462-0001
Terranovate

Group Pty Ltd
Inter-agency Refresh

steering committee

independent adviser


99 000

R/T

D

CONS04/

0566


The Business

Travel Consulting

Group


Consultancy

advice on travel

management


16 500

R/T

C

SODS02/

2194-0004
The Nous Group

Pty Ltd


Design, development

and delivery

of leadership

development

programs


306 326

P/T(a)

D

SODS02/

2194-0005
The Nous Group

Pty Ltd


Design, development

and delivery

of leadership

development

programs


162 000

P/T(a)

D

SODS03/

1349-0001
The University

of Western

Australia


Provision of fraud

research services
105 745

R/T

D

EXTS03/

1114


University of

Canberra


Services to extend

the functionality

of the business

assessment tool
365 200

R/T

D

CONS03/

0848


University of

South Australia
Consultancy advice

on enhancing the

performance of

personal advisers
10 000

R/T

A

CONS03/

1270


Woodhead

International

Pty Ltd


Develop and

documentation of

a set of Corporate

Design Guidelines
582 300

R/T

D

(a) Contract formed under a standing offer arrangement that was publicly advertised.


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