Centrelink annual report 1999 – 2000 Contact officer
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- Navigate this page:
- 8. Our Innovative Organisation
- Delivering Customer Service Today
- Telstra Multimedia Payphone
- Emergency and General Assistance Payment
- Self help facilities for rural customers
- Centrelink Education Payments System (CEPS)
- Internet, Intranet and Extranet Services in Centrelink
- Support for Rural Agents
- Building business partnerships
- Encouraging innovation and creativity in Centrelink’s people
ChallengesCentrelink faced a number of challenges to achieving required operating results and positive cash and equity positions for 1999–2000. These included:
Future OutcomesEnergy ManagementCentrelink will undertake a two stage Energy Management Program through AGL (Australian Gas Light Company), designed to ensure it meets the Government’s energy reduction targets. Subject to the Stage 1 data validation process, it is hoped to enter into an Energy Performance Contract to be funded and managed by AGL, with guaranteed energy reduction outcomes. Centrelink’s Property Operating Expense will reduce as energy savings are realised. Should the contract proceed, Centrelink will be the first Commonwealth Agency to enter such an arrangement. This should establish Centrelink as a lead Agency in energy performance contracting. Pricing ReviewCentrelink is scheduled for a DoFA Pricing Review in 2001–02. The work that has been done in 1999–2000 on strategic cost management, benchmarking and the development of a new funding model will place Centrelink in a good position to commence this review. 8. Our Innovative OrganisationGoalOur goal is to provide innovative and personalised solutions consistent with government policy. OverviewCentrelink undertakes a wide range of projects and initiatives designed to enhance Centrelink’s ability to deliver a range of services. Many of these projects are the backbone of our future services, providing the architecture and infrastructure to enable Centrelink to be flexible and responsive. These projects and initiatives show how prevalent the culture of innovation is in Centrelink. Highlights include the development of Centrelink Online and Decision Support (Expert) Systems to support future electronic service delivery. Other innovative projects include the development of the Rural CD-ROM, 1Business, the Centrelink Education Network and CentreThink. Key StrategiesThe key strategies are to:
FocusWhile continuing to deliver the business today to meet the expectations of our clients, customers, the community and Government, Centrelink is always looking to the future to maximise its opportunities and to transform tomorrow in a way that will exceed the expectations of our stakeholders. Outcomes AchievedIn improving current performance, Centrelink seeks to use new and emerging technologies to personalise service, expand choice, increase convenience, support decision making and support the one-to-one model of customer service. Delivering Customer Service TodayCall Centre AutomationCentrelink receives over 20 million calls each year. To meet this demand Centrelink’s Call Centre system has been improved. Technical improvements such as Global Call Handling, which moves calls around the network to even out peaks and flows in individual centres, and CallScan, which provides valuable management information, have been implemented to improve the waiting times for our customers. A number of trials of automated telephone based customer self services are being undertaken. A trial of automated phone-based self service payment details commenced in April 1998 in WA, and is currently being redeveloped for national rollout in 2000–01. A trial of phone lodgement of fortnightly mandatory continuation forms commenced in December 1999 and will finish in August 2000. The trial is being held in a sample of Customer Service Centres in Area South Australia, covering a cross section of customer demographics. Approximately 2200 customers chose to take part. Customers ring a dedicated phone number (for the cost of a local call) and answer a series of questions, including declaring earnings, using the number pad on their telephone. Customer records are updated and payment generated using this information. Customer response has been overwhelmingly positive, especially customers with part-time or casual earnings. Telstra Multimedia PayphoneCentrelink, HIC and DEWRSB, together with Telstra, have been conducting trials of a touch-screen based payphone which, besides allowing standard phone calls, can connect the user directly to participating ‘content providers’. These Multimedia Payphones combine payphone, smartcard, printer, multimedia and Internet technologies, offering the potential for delivery of a wide range of services and information. (See also Chapter 5, Our Customers and Community, page 51.) The trial is limited to 10 locations in rural Australia and will cease on 30 September 2000. The Centrelink site contains a wide range of information covering the payments and services delivered by Centrelink, the location of the nearest Centrelink Customer Service Centre and information on specialist services. It will soon be enhanced to allow customers to register and make enquiries online regarding their own payment information. Emergency and General Assistance PaymentThe Emergency and General Assistance payment (EMG) system was developed and implemented by Centrelink under the Disaster Assistance Payments project. The EMG system is one part of a suite of IT developments designed to allow Centrelink to react quickly and efficiently in times of disaster. Centrelink is now able to make ex-gratia payments to customers affected by disasters, or other emergency situations, at very short notice. In the most extreme cases, payments can be made available within hours of the event. The flexibility built into the EMG system allows Centrelink to tailor payments to the requirements of individual situations, and to address many different situations simultaneously if the need arises. Self help facilities for rural customersCentrelink has also focused on providing a range of technological solutions to improve services to rural and regional customers. The provision of self help facilities in very small communities have given rural customers better access to government services including through:
Video conferencing facilities are used by some Centrelink agents. This has enabled rural and remote customers to have face to face interviews and obtain specialist advice with staff in Centrelink offices. Remote Access ServicesThe Remote Access Services (RAS) Program allows Centrelink to deliver services in situations where no Centrelink office exists. With the aid of a specially configured laptop computer, staff can:
RAS is a viable low-cost small office alternative. Customer service officers have made substantial efficiency gains with the use of RAS. In 1999–2000, we achieved the following improvements:
Income RecordCentrelink implemented the Income Record form for job seekers with earnings after a version was successfully trialled in Tasmania. The Income Record form assists job seekers to easily keep track of their earnings each fortnight in order to minimise errors and to promote accurate notification of earnings. By recording the amount earned each day on the Income Record, job seekers have a better understanding of the amount they are required to declare to Centrelink. One version of the record allows for piece rates while another is designed for the job seeker’s employer to stamp or sign the form to verify the amount declared. This significantly reduces the number of times Centrelink has to contact employers to verify amounts earned by job seekers. Centrelink Education Payments System (CEPS)Centrelink was engaged by DETYA to migrate the Education Student Assistance System (ESAS) across to Centrelink’s claims and payments processing infrastructure. ESAS supported a number of important student assistance programs, namely:
The implementation of CEPS provides a number of benefits to Centrelink and its customers:
(See also Chapter 4, Our Client Partnerships, page 29.) Centrelink IT ServicesCentrelink IT systems availability and response-time performance exceeded the 99 per cent targets set in Business Partnership Agreements for 1999–2000. Since June 1999, IT systems releases have progressively increased in size and complexity. The major June 2000 release was twice the size of the June 1999 release, and was the largest release ever undertaken by the I&T Group. Over the past 12 months the I&T Group has changed 21 per cent of its internally developed software functions, altered 15 000 computer application procedures and increased the overall application asset holdings by 11 per cent. In the same time period, attention to defect metrics has resulted in a 78 per cent reduction in release bug screen defects. Centrelink has developed an extensive IT capability over the past 15 years. We are currently ranked by industry experts as the fourth largest IT user in Australia. Our technological capabilities are aligned with the growing business demand that arises from technology advances, allowing us to implement more complex applications, process increasing volumes of information, increase the sophistication of our Call Centre services and extend our presence onto the Internet. IT InfrastructureThe Network 2000 project focused on providing Year 2000 compliant computing infrastructure for Centrelink. With all major deliverables completed by September 1999, Network 2000 was a complex logistical exercise impacting on all Centrelink sites and resulting in the comprehensive upgrading of computing hardware and software. The project provided an immediate increase in overall network stability as well as the current 32 bit operating platform (Windows NT) necessary to deliver Centrelink’s future major information technology projects. Supporting StaffInternet, Intranet and Extranet Services in CentrelinkThe Internet, Intranet and future Extranets will continue to provide a common platform on which a substantial amount of customer information can be collected, integrated, analysed and shared. Our corporate Intranet, known as CentreNet, was established to deliver information and interactive services to our staff throughout Australia. The scale of CentreNet makes it one of the largest public or private Intranets deployed in Australia. CentreNet provides an online phone book, entitlement ready reckoners, people management interrogation tools including employment/pay self service, ideas laboratories and information about our products and services and the teams within Centrelink who provide these services. The Centrelink Internet site provides over 1000 pages of information and basic email query options. It is being redeveloped for ‘life events’and will have increased interactivity via email with a secure messaging capability, as well as a number of downloadable forms. It also provides hotlinks to a range of other services both public and private. ATO and HIC staff in FAO will be provided with access to the Intranet via the new Extranet to enable them to make use of the assessment tools.
Mapstat‘Mapstat’ allows staff from any Call Centre to quickly locate specific information about local Centrelink Customer Service Centres and relevant services for customers on the phone. This information includes detailed maps and photos to assist the customer in finding the location of offices, as well as information on services offered and contact details. Call Centre operators can be advised of changes or new information within seconds providing a consistent, reliable and efficient service to customers. This application has potential for deployment on the Internet for direct customer access. SpriteAn Intranet business IT support tool known as Sprite was deployed for employment services staff. It supports customer service officers with a range of job seeker contacts. Sprite facilitates an online claim process and provides significantly increased decision support. In addition, it provides a ‘Statement of Circumstances’, a printout of the information held by Centrelink, for use in the review process. The job seeker simply certifies its correctness or indicates any changes of circumstances. Other key features and benefits are:
(See also Chapter 4, Our Client Partnerships, page 31.) Support for Rural AgentsA Rural CD-ROM was developed during 1999–2000 to help provide better support to Centrelink agents and to improve the quality of information and services provided to their rural and regional customers. The content and presentation of the Rural CD-ROM is in line with the ‘life events’ approach and is updated and distributed quarterly. The Rural CD-ROM provides agents with access to:
(See also Chapter 5, Our Customers and Community, page 51.) Relocation ToolCentrelink has developed an Intranet tool called REMOVE (Reduced Employment Moving Test) to assist job seekers with relocation queries. REMOVE makes an initial assessment of whether a move or an intended move complies with legislative requirements. The tool uses CentreNet to link the national localities database to small area labour market data and will then apply business rules in accordance with the policy and legislation. The complete package includes a detailed reference guide and is easy for staff to use. REMOVE has been very successful in assisting Centrelink staff to readily advise a job seeker whether their move would invoke a deferment period. REMOVE has been consistently in the top 15 sites visited on CentreNet suggesting its widespread application and its high value to Centrelink staff. (See also Chapter 4, Our Client Partnerships, page 27.)
TIGERSThe Trials of Innovative Government Electronic Regional Services (TIGERS) project is part of the Federal Government’s accessing the Future program funded from the Telstra Social Bonus Package. It is the lead demonstration project to encourage Commonwealth, state and local government agencies to harness IT and telecommunications in order to integrate service delivery and improve customer service. It consists of four sub-projects:
Service Tasmania and Centrelink have been working together over the past two years to jointly deliver services to their customers. The TIGERS project will expand the locations and range of services for Centrelink customers. This will be done, initially, in two phases. The first phase will see enhancements to agent arrangements with Service Tasmania. Centrelink agencies have been established at Service Tasmania shops in Sheffield, Scottsdale, Deloraine, New Norfolk, Triabunna, Smithton and Georgetown. These Service Tasmania shops will deliver a range of Centrelink services including providing assistance with claims, form lodgment and general enquiries. The second phase of the Centrelink partnership will identify and use appropriate technology to build on business relationships with the aim of further expanding services in rural communities. (See also Chapter 5, Our Customers and Community, page 53.) WA TelecentresThe WA Government has established the WA Telecentres to provide rural and regional communities with local access to enhanced IT services and a supportive network across Western Australia. Centrelink has negotiated an arrangement with the WA Department of Commerce and Trade to deliver a range of basic information access services from 57 WA Telecentre locations. Centrelink customers are able to use the facilities to collect forms and other Centrelink information, make basic enquiries, and obtain free access to a photocopier and telephone, facsimile and Internet facilities to contact Centrelink. (See also Chapter 5, Our Customers and Community, page 53.) Encouraging innovation and creativity in Centrelink’s peopleCentreThinkCentreThink provides a forum for staff to discuss, promote and share ideas for improving Centrelink. As part of Centrelink’s strategic framework, it is committed to providing opportunities for Centrelink people to influence our future through their ideas and innovations. CentreThink is the mechanism for this process as it is available to staff at all levels of the organisation, and at all sites. CentreThink comprises three components:
(See also Chapter 6, Our People, page 87.) Creativity SupportCentrelink encourages the use of Electronic Service equipment in combination with creativity products, tools and techniques by facilitators at workshops and conferences. The products include Decisions (Grouputer), MindManager and Six Thinking Hats. Talent BankThe I&T Talent Bank has been developed to enable the assignment of people to projects in a way that meets business priorities and individual career development needs. (See also Chapter 6, Our People, page 87.) ITWorksA monthly Business TV Program ITWorks is produced by Centrelink’s I&T Group. The program provides IT related information and training to Centrelink staff and showcases new and innovative technologies. Enterprise ArchitectureDuring 1999–2000, Centrelink developed a draft version of the Enterprise Architecture. The primary aim of the Enterprise Architecture is to enhance Centrelink’s ability to deliver new and changed business services rapidly. The data and technology components of the architecture are currently defined to a much greater level of detail than the business and information components. This imbalance will be addressed in the forthcoming year in line with the business strategy and business process re-engineering developments. Centrelink is committed to ensuring that the business and IT components of the architecture are aligned and comprehensively documented. This will enable greater levels of speed, flexibility and cost-effectiveness of all operations. Directory: sites -> default -> files -> documents documents -> North Mankato Taylor Library documents -> In the Red and Brown Water documents -> - documents -> Cbp and Trade Automated Interface Requirements Appendix: pga december 22, 2015 documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Mobile audio/video recording systems documents -> The south australian government gazette documents -> All public acts appearing in this gazette are to be considered official, and obeyed as such documents -> Union interparlementaire inter-parliamentary union Download 0.83 Mb. Share with your friends:
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