This audit assessed the effectiveness and efficiency of the Department of Human Servicesʹ management of Smart Centresʹ Centrelink telephone services.

Introduction

In 2013–14 the Department of Human Services (Human Services) delivered $159.2 billion payments to customers and providers. The department delivers these payments and related services on behalf of the Australian Government through a variety of channels including telephone, on-line, digital applications and face-to-face through some 400 service centres located across Australia. While there has recently been strong growth in digital channels and the department is actively encouraging the use of these self‑service channels, demand for telephone services remains strong. In 2013–14, the department handled 59.5 million telephone calls about Centrelink, Child Support and Medicare services. The majority of calls, 43.1 million annually or more than 800 000 per week, related to Centrelink services.

Human Services manages over 50 Centrelink‑related telephony lines, each with its own ‘1800’ or ‘13’ telephone number. Each of the main payment types such as the aged pension and employment services has its own line, and calls are managed and distributed nationally through a virtual network. Previously referred to as call centres, the department now provides telephone services through a network of 29 Smart Centres, with some $338 million expended on Centrelink telephone services in 2013­–14.

The department’s shift to Smart Centres began in 2012–13 and is still being implemented. Previously, telephony and processing work were undertaken separately and were arranged by payment type. Smart Centres are intended to blend telephony and processing work and reorganise work around the complexity and frequency of customer transactions rather than by payment type, so as to improve customer service and allow staff to be deployed more flexibly.