Centrelink annual report 1999 – 2000 Contact officer

Future Outcomes

Implementation of the Centrelink Service Delivery Model

This model touches on everything Centrelink does, including:

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  how we deliver products and services to customers;
  
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  proof of identity procedures;
  
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  the availability and use of electronic services;
  
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  the way our Customer Service Centres are designed; and
  
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  The methods of reporting to the clients, the Government and the community.
  

Centrelink’s service delivery model will include:

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  a one-to-one customer service officer for each customer, who takes responsibility for all of that customer’s business;
  
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  individualised service offers based on ‘life events’;
  
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  decision support systems (incorporating improved compliance and risk assessment measures), which will assist our people to deliver accurate and appropriate service offers to customers (see Chapter 8, Our Innovative Organisation, page 110);
  
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  a wider and better targeted range of access options for our customers, including the Internet and other forms of electronic access, as well as improvements to current face-to-face and phone services;
  
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  improved proof of identity procedures, saving time for customers and staff, and providing greater integrity in the delivery of government services; and
  
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  Offices in more convenient locations that are suitable for the needs of all the customer groups.
  

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  strengthening the basic building blocks of its one-to-one service arrangements, including how we engage customers, assess, plan, refer and follow-through;
  
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  capturing data to support stronger local community partnerships, and exploring how this information can be provided to customers via the Centrelink web site;
  
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  defining ‘customer relationship management’ and devising an appropriate strategy; and
  
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  Redesigning the Centrelink web site and publications to reflect the ‘life events’ of our customers.
  

Improved Telephone Access

Our Business Plan 2000–01 focuses on further improvements to Call Centres through some key processes:

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  In 1999–2000 Centrelink Call Centres commenced a First Call Resolution policy to ensure each customer’s queries are finalised on the customer’s first call. Implementation of this policy is expected to be finalised by late 2000 and is a key strategy in improving customer access and satisfaction.
  
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  A new comprehensive Quality Assurance Package will provide staff with information about how satisfied customers are with the service of their Call Centre.
  
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  A new Workforce Management Tool will be introduced to streamline a very resource-intensive forecasting and scheduling process, automate many of our current processes and provide real time management information.
  
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  The implementation of an advanced Telecommunication Platform will further improve customer access.
  

International Freecall™Facility

As part of Centrelink’s commitment to improving customer access Centrelink International Services is developing an international Freecall™ facility for customers living overseas to replace the current reverse call option. This will mean that many of our overseas customers will have the same level of access to Centrelink services as those living in Australia. International Freecall™ will be implemented gradually, commencing in 2000–01. The Freecall™ facility will initially be targeted to those countries which host the majority of our overseas customers. Extended business hours for the Centrelink International Services Call Centre are being considered as a means of enhancing the service.

Improving Service to Rural and Regional Customers

The effective delivery of programs and services in rural and regional areas will continue to be a key priority for Centrelink during 2000–01. Centrelink will build on its achievements through implementation of the National Rural and Regional Servicing Strategy in improving access to Centrelink services for rural and regional customers (including Indigenous customers), through agents, new partnerships and electronic service delivery.

Paralympic Games

With over 5000 athletes competing in the Paralympic Games, this will be the second biggest sporting event in 2000. Centrelink’s involvement will include co-hosting a display at the Community Pavilion with FaCS to promote the services and products Centrelink provides to people with disabilities. Specific communication products will also be produced to promote participation and increase the profile of the Games.

Review and Appeals

The new Administrative Review Tribunal will be established in 2001.

Centrelink has already been taking action to develop and implement its own best practice in the context of appeals. One example is the participation by some Centrelink Administrative Law staff in a pilot project conducted by the Administrative Appeals Tribunal. The early results of this pilot indicate a significant reduction in the time taken to resolve appeals to the tribunal. The Administrative Law team involved will continue to work within the shorter timeframes achieved and will cooperate with the tribunal in assessing the possible application of the project elsewhere.

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