Government that's easy to deal with

Objective 2 – You will have seamlessly integrated services that support your needs and life events.

Objective status
In progress

While people often interact with government for discrete services, such as completing a yearly tax return, there are events in a person’s life which require interactions with multiple Government services provided by different agencies or tiers of government (like having a baby, experiencing a natural disaster or starting a business). Looking at government services in the context of people’s life events enables us to simplify, integrate and tailor the delivery of services to the needs of people, as opposed to the structures of government. We are working with the Australian public, across the Australian Public Service and with State and Territory governments to identify common issues and opportunities for us to improve. This lets us streamline services to make government easier to deal with.

Through the life events approach, we’re building services that work together to make it easier for us to support your needs.

90 + Agencies participating in Life event communities

The Life Event Communities bring together more than 750 people from over 90 organisations. They work across Federal, State, Territory and local governments, industry and service providers, to understand people's needs and develop collaborative improvements to government services.

206,060 electronic medical prescriptions

206,060 electronic prescriptions have been transmitted, reducing the risk to users and their community.

63 languages translated

A dedicated website presenting factsheets and information on the continually evolving COVID-19 situation in 63 languages, totalling 2731 updates.

Case studies

Fast-track electronic prescriptions

Initiative

Fast-track of the electronic prescriptions service in response to the COVID-19 outbreak. 

Benefits:

  • allow people safe and convenient access to their medicines
  • lessen the risk of infection being spread in general practice waiting rooms and at community pharmacies
  • reduce the risk of transcription errors.

Summary  

Under the COVID-19 National Health Plan, the Australian Government announced a fast-track implementation of electronic prescriptions. The Australian Digital Health Agency and the Department of Health worked closely with software providers, consumer groups, clinical peak bodies and jurisdictions to respond to this accelerated approach. 

Australia’s first ever electronic prescription was successfully transmitted on 6 May 2020 in Anglesea, Victoria, within the 8 week timeframe set in the COVID-19 fast-track implementation announcement. Since that time there has been significant uptake of electronic prescriptions and ‘eScripts’ are helping to protect people most at-risk from COVID-19, by supporting the telehealth measures that have been made available to reduce the risk of community transmission of COVID-19.

Electronic prescriptions allow people convenient, digital access to their medicines, while reducing the risk of infection being spread in general practice waiting rooms or pharmacies.  It also improves patient safety by reducing the risk of transcription errors.

Australian Digital Health Agency

Cultural and Linguistically diverse COVID-19 internet communication

Initiative

Provide a dedicated website that hosts whole-of-government COVID-19-related information in 63 languages and directly supports the Department’s commitment to support and enhance social cohesion in the Australian community. As at 30 June 2020, the website had more than 1 million unique page views with the most popular languages accessed being Chinese (Simplified), German, Chinese (Traditional), Arabic and Spanish.

Benefits:

  • more Australians can now access factsheets and information in their own language
  • improved access to information across key themes of Education, Health, Business and Financial Support, Community Safety and Settlement Services and Visas and the Border.

Summary

The Department of Home Affairs delivered a dedicated website for the benefit of individuals and businesses from culturally and linguistically diverse communities. On behalf of all Government agencies, it provided factsheets and information on the continually evolving COVID-19 situation to members of the community challenged by their grasp and comprehension of the English language or Australian culture.

This dedicated website was updated several times to include fact sheets and information in 63 languages, helping communicate government’s COVID-19 response to all Australians.

Launched on 29 April 2020, these updates have further enhanced access to information across the key themes of Education, Health, Business and Financial Support, Community Safety and Settlement Services and Visas and the Border.

The Department of Home Affairs

Managing Income and Assets

Initiative

Simplifying updates to income and asset details online.

Benefit

Customers and their nominees are able to view and update their income and asset details in one simple transaction online.

Summary 

When receiving a payment from government it is important for customers to keep their income and asset details up to date to ensure they are receiving the correct payment. Services Australia has made changes to its digital services to make this process simple through the enhanced ‘Manage Income and Assets’ online service.

When customers are asked to provide a document such as a shareholding certificate, they can upload the document directly online. Once documents are uploaded, customers receive a confirmation message so they can be confident that their updates have been received. By automating these simple updates, Services Australia provides faster outcomes to customers.

On average, the enhanced ‘Manage Income and Assets’ online service has automated around 60% of updates made by customers online. Automation of this process also means that Services Australia staff are more readily available to provide support to customers with more complex needs.

By offering this functionality online as part of improving Services Australia’s digital services for customers, Services Australia are taking another step in making it simpler to deal with government so that people can get on with their lives.

Services Australia

Birth of a Child Pilot Life Event

Initiative

Mapping the end-to-end journey of someone having a baby and the interactions under it has informed the work of the ACT led Birth of a Child Pilot, identifying the service improvement initiatives required to complete the activity across numerous Government agencies and jurisdictions.

Benefits:

  • reduce the time, effort and repetition new parents experience when registering the birth of their child
  • streamline the application process for linked services such as Medicare and Centrelink.

Summary

The ACT and QLD Governments, working with Services Australia, are collaborating to design and test the feasibility of a seamless, digital end-to-end customer pathway for new parents to register a newborn child with minimal customer interaction with Government. The birth of a child triggers a range of required activities, from registering the birth with the relevant state or territory Births, Deaths and Marriages (BDM), obtaining a birth certificate and enrolling in Medicare and other relevant social welfare services. In many cases, this requires new parents providing the same information to multiple agencies at both state and federal government levels. This pilot aims to automate the process as much as possible through data exchange with trusted sources to create a much easier and better experience for new parents. The outcomes sought are to:

  • Remove the burden of form-filling by re-using information that the Government already holds;
  • Establish an identity of integrity we can all rely on; and
  • Represent efficient government administration with a solution that is extensible to all jurisdictions.

Work to date has included the creation of a multi-disciplinary team, design workshops covering exceptions, barriers, data requirements, vision/scope and future design, and the creation of journey maps highlighting the administrative touch points and pain points throughout the birth of a child journey. The Pilot will be implemented in 2021-22 and builds upon the Services Australia Medicare Newborn Enrolment Hospital Trial.

ACT and QLD Government