Centrelink annual report 2003 – 04 Contact officer
EFFECTIVELY IMPLEMENT IT REFRESH
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- Future Capability
- TAILOR OUR SERVICE OFFERS
- Self-service
- Recognition and Awards
- Entitlements and Assessment Systems
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- Infrastructure services and operations
EFFECTIVELY IMPLEMENT IT REFRESHAbout IT RefreshIT (Information Technology) Refresh is a $312 million, five-year program the Australian Government announced in the 2002–03 Budget. The IT Refresh program will significantly improve the delivery of services to Centrelink’s 6.5 million customers. The investment will further develop Centrelink’s existing core computer systems, and will provide customers with a wider choice in accessing Centrelink services. It will:
In its first year, the IT Refresh program is on schedule to meet government requirements. Effort in 2003–04 has focused on: establishing the program; delivering initial savings; implementing enhancements to existing systems to support improved services to clients, customers and government; defining the architecture and solutions for new developments outside of Centrelink’s core systems; and delivering the base projects and capabilities needed for future year projects. The key achievements from the IT Refresh program for 2003–04 were:
A significant amount of effort was also invested in the planning, analysis and design of other IT Refresh projects. Many of these projects are multi-year projects that are developing the foundation capabilities that future projects require. During the year, three major tenders were issued from the IT Refresh program. These tenders relate to the:
These tenders will enable Centrelink to improve the performance of its systems; enhance its security access and authentication controls to better protect customer records, the privacy of citizens and Centrelink systems; and improve service delivery to regional and Indigenous communities. Further tender opportunities will be announced progressively to the I&T industry. Future CapabilityThe purpose of Future Capability is to encourage innovation and undertake research that will guide future investment decisions relating to business transformation and technology. In 2003–04, projects investigating opportunities arising from technologies such as Linux, tablet personal computers, desktop fax, short message services and auto-callout, Wireless local area networking, voice convergence, and video technology. Several of the projects completed in 2002–03 have provided critical input to the IT Refresh program, resulted in new technology support arrangements being implemented, and led to additional future capability proposals in 2003–04.
Centrelink’s e-Business StrategyCentrelink is committed to providing greater customer and business access to its services, when, where and how the customer wants them. Centrelink’s e-Business Strategy aims to provide customers, business, community groups and other government organisations with a more efficient means of interacting with Centrelink using web and phone based self-service options. The strategy provides a road map for e-Business transformation, and through Centrelink’s Business Plan priorities they contribute to Centrelink’s Future Directions by expanding Centrelink’s business capability through the smart application of technology. Self-serviceSelf-service options complement existing service delivery channels and ensure efficient management of the simpler and more repetitive transactions. This assists Centrelink’s Customer Service Officers by allowing them to focus on current or emerging customer issues and to provide higher levels of customer service, especially for customers with complex needs or those requiring more intensive assistance. Centrelink’s web and phone based self-service options require customers to register and authenticate before exchanging any personal information. The web and phone based self-service options can be accessed through:
National Language Speech Recognition allows the customer to speak naturally to the Centrelink reporting system instead of pressing phone keypad buttons. Customers access this service by calling the Centrelink Employment Income Reporting line. Recognition and AwardsCentrelink has become an acknowledged leader in the field of e-Business and customer self-services. Case studies detailing Centrelink’s successful use of this technology have been published by National Office for the Information Economy (NOIE), now referred to as Australian Government Information Management Office (AGIMO) and respected international journals. Centrelink has recently submitted a case study—‘New Technologies Help Centrelink Customers Stay in Touch’ for a new publication by AGIMO. The publication focuses on how technologies are enabling better policy decisions through improved information management as well as driving more streamlined business processes, increased productivity and greater customer focus. Centrelink has also received a number of prestigious industry awards for its work in this area. A Gold Government Technology Productivity award recognising Centrelink’s harnessing of digital opportunities through self service and collaborative organisational networking for the Benefit of customers was received in September 2003. In addition, Centrelink was awarded an International Best Practice award for the most innovative speech solution for the Natural Language Speech Recognition (NLSR) system at a conference in the USA in late 2003. Centrelink customers currently have access to more than 20 web and phone based self service options with high take up rates particularly evident in the student and families segments. Usage by Working Credit customers choosing the phone based self-service option to report employment income has been particularly high. Centrelink has issued more than 225 000 customer passwords to access web based self-services and is approaching 675 000 Personal Identification Numbers (PINs) to access the phone based self-services through either touch phone keypad or NLSR technology. Demand for web and phone based self-services has grown steadily with an average of 190 000 Internet and telephone transactions taking place each fortnight as at June 2004. Approximately 20 per cent of registered self-service customers will use the self-service options over the course of any one fortnight. Customers will continue to have choice in their preferred way of interacting with Centrelink. However, it is expected that many customers and citizens will find it more convenient to ‘help themselves’ using Centrelink’s website to research and gather information, find answers to questions, advise Centrelink of changes to personal circumstances and access services using an increasing number of web and phone based services. Ultimately Centrelink’s e-Business transformation, including web and phone based self service initiatives, will facilitate greater customer focus and personalisation, simplification of business processes, closer community partnerships, and easier access to government services. IT Refresh will provide the foundation and capability for this transformation.
EAS maintains the processing systems that deliver most Australian Government payments to Centrelink customers. Staff responded quickly and efficiently to the Australian Government social welfare reform agenda for the Australians Working Together initiative, as well as delivering extensive changes to the Family Assistance Office systems for the More Choices for Families initiative and the Parental Income Test Linking measure, and coordinating Employment Services Contract 3 systems changes. EAS perform an ‘unseen’ but essential role in the effective management of crisis response. During 2003–04, EAS staff helped to deliver flexible and rapid responses to a number of national crisis situations, by providing emergency payments to support staff and customers. Tailored support was also provided to rural and remote communities affected by drought, sugar cane growers, dairy farmers, customers affected by bushfires, and customers affected by the events in Bali.
Customers can call, identify themselves and authenticate their identity (if they have a PIN) before speaking to a Customer Service Officer. In 2003–04, by entering a Customer Reference Number (CRN), over 30 000 customers identified themselves each day before speaking to a CSO. Over 8000 authenticated their identity by entering a valid CRN and PIN combination. This integration of telephony and computer networks has provided significant savings to Centrelink, especially with the more streamlined customer experience via the phone, with 600 000 customers voluntarily choosing to get a PIN. Computer Telephony Integration has also enabled Centrelink Call to fully route all their calls using Skills Based Routing, which is now in place in all Call Centre queues. This means Centrelink Call staff can handle calls across more than one area of expertise. The Telephony Business Solutions Team has also enhanced ‘Softphone’ so that it can link into the new Customer Account web based user interface. During the year, Centrelink continued working on the next wave of speech recognition applications, which are expected to be offered to eligible customers by the end of 2004.
In early 2004, Centrelink migrated to Windows XP on the desktop. It is now equipped with the most robust Windows desktop operating system available and is positioned to take advantage of new technologies, while at the same time providing maximum protection against virus and denial of service attacks. During the year, Centrelink upgraded its IBM mainframes to the newer Z90 machines. This upgrade provides Centrelink with a highly reliable and resilient infrastructure upon which its core applications operate. This ensures continued and highly reliable delivery of services to Centrelink’s customers. Centrelink also conducted a number of new technology trials during 2003–04 including Tablet personal computers, short message services and auto-callout, Wireless local area networking, voice convergence and Linux trials. These trials have helped Centrelink to study likely performance and customer service improvements that may result from future implementation of these technologies.
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