Objective 4 — You will have access to alternatives if you are unable to access services in a digital way
We want all Australians to be able to access the government services they need, whether they choose to do so digitally, on the phone or in person. We want to give you the freedom to choose how you access services. This means that we’re investing in digital channels, but we’re also improving non-digital experiences. We’re reducing call waiting times and bringing mobile government shopfronts to you.
There has been an approximate 50 per cent decrease in busy signals of Services Australia calls in 2019–20 (to August 2019) compared to the same period last year.
There has been a near 40 per cent reduction the number of calls transferred within Services Australia – we are resolving customer needs at the first point of contact.
Services Australia’s two mobile government shopfronts, Golden Wattle and Desert Rose, have visited 410 towns in 2018-19 financial year, and 135 towns from July to October 2019.
The Digital Service Standard, released in April 2015, is a set of best-practice principles to design and deliver government services. It requires services to be designed so that people who cannot access digital services can use other channels without repetition and confusion.
Services Australia will accelerate the process of digital transformation to make it quicker and easier for you to deal with government. It creates an opportunity to put people at the centre of service design and to bring a new era in government service delivery. Our vision is to make careful, real improvements to the services Australians rely on, like Centrelink and Medicare, that have a big impact. We’re building an innovative and customer-focused culture to better deliver what you need from us.
We want to make sure all Australians have access to better services, no matter how you choose to get to them. The outcome is less time on the phone, less time in a shopfront, less time online searching for what you need, and more time living life.
We’re already working hard on this. In the period ahead, we will start rolling out reforms to the way we deliver services and engage with people that need to access government services.