Centrelink annual report 2003 – 04 Contact officer


CORPORATE OVERVIEW CHAPTER TWO



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CORPORATE OVERVIEW
CHAPTER TWO

BUSINESS ARRANGEMENTS


Centrelink is a statutory authority within the Family and Community Services portfolio.

Other agencies in the portfolio are the Department of Family and Community Services (FaCS), the Child Support Agency (CSA), the Social Security Appeals Tribunal and the Australian Institute of Family Studies.


Legislation


Centrelink operates under the Commonwealth Services Delivery Agency Act 1997 (CSDA Act), which gives Centrelink responsibility for the provision of Australian Government services in accordance with specified service agreements.

As an Australian Public Service (APS) organisation, Centrelink is subject to the Financial Management and Accountability Act 1997 (FMA Act) and is staffed under the Public Service Act 1999.


Funding arrangements


Centrelink’s revenue is provided through business partnership agreements or similar arrangements with client agencies. Funds are appropriated to the policy agencies and paid to Centrelink in return for specified services.

Outcome and output


Centrelink has one government outcome: ‘Effective delivery of Commonwealth services to eligible customers’. The outcome is supported by the output: ‘Efficient delivery of Commonwealth services to eligible customers’.

The outcome and output reflect Centrelink’s role of delivering specified outputs on behalf of client agencies. Centrelink’s five corporate goals and the Government’s priorities provide the framework for achieving our output and outcome.



FIGURE 1: OUTCOME AND OUTPUT STRUCTURE

Centrelink functions


Centrelink contributes to the social and economic outcomes set by government by delivering services on behalf of 25 client agencies. These cover a wide range of outputs in the form of products and services. For the full range of products and services provided by Centrelink, see Figure 2 (page 14). Table 2 (below) shows the span of Centrelink’s network, which allows the widest possible choice of access to all Australians.

TABLE 1: OUR BUSINESS AT A GLANCE

Our dimensions

2003–04

2002–03

Service delivery points

wide


Over 1000 Australia-


Over 1000 Australia-wide

Number of employees

25 448

27 137

Number of client agencies

25(a)

25(a)

Payments on behalf of client agencies

$60.1 billion
Approximately $60.1 billion


Approximately $55.3 billion

Mainframe online transactions

4.4 billion
Approximately 4.4 billion


Approximately 4.2 billion

Number of customers

6.5 million

6.3 million

Letters to customers

90.6 million

94 million

Home visit reviews 9 280 10 247

9 280

10 247

New claims granted 2.8 million 3 million

2.8 million

3 million

Successful telephone calls 28.0 million 25.6 million

28.0 million

25.6 million

Internet web page views 32.6 million 27.7 million

32.6 million

27.7 million

(a) State and territory housing authorities are counted as separate agencies.

TABLE 2: OUR NETWORK

Network services

2003–04

2002–03

Customer Service Centres

321

320

Centrelink Agents

349

331

Rural Remote Visiting Services

In identified locations

as required
In identified locations

as required

Separate Specialist Service Centres

29

25

Call Centres

(a) 26

27

Veteran Information Services

14

14

Access Points

159

144

Area Support Offices

15

15

National Support Office

1

1

Remote Area Service Centres

6

3

(a) Two Call Centres operating across separate sites combined at one location in 2004.

FIGURE 2: OUR SERVICES

Note: Numbers in brackets relate to client agencies’ respective outputs as outlined in 2003-04 Portfolio Budget Statements.


Attorney-General’s Department


Family Law and Regional Law Hotline (Output 1.3)

Department of Agriculture, Fisheries and Forestry


Dairy Exit Program (Output 1)

Drought Assistance Package(a) (Output 2)

Small Business Interest Rate Relief Program(b) (Output 2)

Environmental Management Systems Incentives Program (Output 1)

Exceptional Circumstances Relief Payment (Output 2)

Ex-Gratia Payments for Farmers (Output 1)(c)

Farm Help (Output 2)

Sugar Industry Assistance Package (Output 1)(c)

Sugar Industry Reform Program 2004 (Output 3)(c)


  1. in conjunction with FaCS

  2. in conjunction with the Office of Small Business, Department of Industry, Tourism and Resources

  3. in conjunction with the Department of Finance and Administration

Department of Education, Science and Training


ABSTUDY (including Living Allowance and Incidental Allowance) (Outputs 1.2 and 2.1)

ABSTUDY Pensioner Education Supplement (Outputs 1.2 and 2.1)

Assessment Subsidy for the Disadvantaged Overseas Trained Professionals Programme and the Bridging for Overseas Trained Professionals Loan Scheme (Output 3.3)

Assistance for Isolated Children (including Distance Education Allowance, Second

Career Counselling Programme Referrals) (Output 2.3)

Basic Information Technology Skills for Older Workers Programme (Output 2.3)

Career Information Centres (Output 2.3)

Disabled Apprentice Wage (Output 2.2)

Home Allowance and Board and Additional Board Allowance (Output 1.2)

Improving Information Technology Skills for Older Workers Programme (Output 2.3)

Jobs Pathway Programme (Output 2.3)

Jobs Pathway Programme Referrals (Output 2.3)

Language, Literacy and Numeracy Programme (Output 2.3)

National Office of Overseas Skills Recognition (Output 3.3)

New Apprenticeships (Output 2.2)

New Apprenticeships Access Programme (Output 2.2)

New Apprenticeships and New Apprenticeship Centres (Output 2.2)

New Apprenticeships Incentives Programme (Output 2.2)

Student Financial Supplement (Loans) Scheme for ABSTUDY customers (Output 2.1)

Department of Employment and Workplace Relations


Access to Self Help Services (Output 1.2)

Employment Services (Output 1.2.2)

Employment Services for Special Groups (People with Disabilities) (Output 1.2.1)

Indigenous Employment Programmes (Output 1.2.3)

Information to Job Seekers (Output 1.2)

Information, Referral and Support Services (Output 1.2.1)

Job Seeker Assessment (Output 1.2)

Job Seeker Compliance and Participation (Output 1.2)

Job Seeker Referrals (Output 1.2)

Job Seeker Registration (Output 1.2)

Labour Market Programme Management and Delivery (Output 1.2)

Mutual Obligation Initiatives (Output 1.2.4)


Department of Family and Community Services


Age Pension (Output 3.4)

Austudy Payment (Output 1.2)

Bereavement Allowance (Output 3.1)

Carer Allowance (Output 3.3)

Carer Payment (Output 3.3)

Centrelink Multilingual Call

Child Care Benefit (Output 1.4)

Child Support registrations (Output 1.3)

Commonwealth Seniors Health Card (Output 2.2)

Community Agents Program (Output 2.2)

Community Development Employment Project Participant Supplement (Output 3.1)

Community Partnership Agreements (Output 2.2)

Concession Cards (Output 2.2)

Crisis Payment (Output 3.1)

Disability Employment Services (Output 3.2)

Disability Services (Output 3.2)

Disability Support Pension (Output 3.2)

Double Orphan Pension (Output 1.1)

Education Entry Payment (Output 3.1)

Employment Entry Payment (Output 3.1)

Family Tax Benefit (Parts A and B) (Output 1.1)

Fares Allowance (Output 1.2)

Financial Information Service (Output 3.4)

Greencorps Referrals (Output 1.2)

Health Care and other customer concessions (Output 2.2)

Interpreter and Translation Services (Output 3.2)

Job Placement, Employment and Training Referrals (Output 1.2)

Jobs, Education and Training Programme (Output 1.2)

Lump Sum and Phone Advances (Output 3.1)

Maternity Immunisation Allowance (Output 1.1)

Maternity Payment (Output 1.1)

Mature Age Allowance (Output 3.1)

Mobility Allowance (Output 3.2)

Multicultural Service Officer Program

Newstart Allowance (Incapacitated) (Output 3.1)

Newstart Allowance (Output 3.1)

Nominee Arrangements

Parenting Payment (single and partnered) (Output 3.1)

Partner Allowance (Output 3.1)

Pension Bonus Scheme (Output 3.4)

Pension Concession Card (Output 2.2)

Pension Loans Scheme (Output 3.4)

Pensioner Education Supplement (Output 3.1)

Pharmaceutical Allowance (Output 2.2)

Reconnect Program (Output 1.2)

Remote Area Allowance (Output 2.1)

Rent Assistance (Output 2.1)

Retirement Assistance for Farmers (Output 3.4)

Sickness Allowance (Output 3.2)

Special Benefit (Output 3.1)

Special Employment Advance (Output 3.1)

Student Financial Supplement Scheme (Output 1.2)

Telephone Allowance (Output 2.2)

Widow Allowance (Output 3.1)

Widow B Pension (Output 3.4)

Wife Pension (Outputs 3.2 and 3.4)

Work for the Dole Supplement (Output 3.1)

Youth Allowance (Incapacitated) (Output 1.2)

Youth Allowance (Output 1.2)

Youth and Student Line for Youth Allowance and Austudy Payment Enquiries(Output 1.2)


Department of Finance and Administration


Ex-Gratia Payments for Farmers (Output 2.1.3)(a)

  1. in conjunction with DAFF

Department of Foreign Affairs and Trade


Australian Passport Information Service Call Centre (Output 2.1.2)

Department of Health and Ageing


Commonwealth Carelink Program in Western Australia (Output 3.2)

Hearing Services (Outcome 6)

Income Assessment for Residential Aged Care fees (Output 3.1)

Medicare Safety Net (Family Tax Benefit Customer Validation) (Output 2.1)

Pharmaceutical Benefits Scheme (Concession Validation) (Output 2.1)

Department of Immigration, Multicultural and Indigenous Affairs


Assurance of Support (Output 1.1)

Department of Transport and Regional Services


Bass Strait Passenger Vehicle Equalisation Scheme (Administered Program 2.1)

Rural Transaction Centres (Administered Program 1.1)(a)

Tasmanian Freight Equalisation Scheme (Administered Program 2.1)


  1. in conjunction with Office of Small Business, Department of Industry, Tourism and Resources

Department of Veterans’ Affairs


Veterans’ Information and Community Support Services in selected Centrelink sites(Output 4.1)



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