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The Customer Services Online (Centrelink)
Institution: Customer Service Centre
Department of Human Services
Theme: Electronic and Mobile Government, Knowledge Management in Government, Internet Governance
Implementation Date: Jul 01, 2001
Summary: Centrelink delivers services to 6.3 million customers on behalf of 20 client agencies through an extensive service delivery network. It is committed to offering customers a wider range of options for accessing services, with extended contact hours and help to access the options most appropriate to their needs.
The Family Income Estimates Update Service (part of the Customer Services Online program) was implemented on 17 July 2001 and allows customers to prepare revised family income estimates online through either the Centrelink or Family Assistance Office web sites and submit the new estimate through Centrelink’s Secure Internet Messaging Service. Previously customers could only provide revised estimates over the phone to the call centre, via an office, or by posting a written form.
Centrelink structured the program as a proof-of-technology to test the viability of the Customer Services Online approach and learn about customer behaviour. The Family Income Estimates Update Service was assessed as being a low-risk service because of the overall way the program operates.

Impact: Social benefits will accrue significantly from improvements to service quality, throughput and reduced lead times, and accessibility. For customers, this will be achieved from a progressive move to increased convenience of 24-hour-a-day 7-day-a-week access, the ease and speed of update, and a potential reduction in end-of-year overpayment which can flow from more timely and accurate family income updates.
Agency benefits include service cost reductions of more than $5 million for the three years to 2005. The cost reductions will mean that resources will be redirected to other parts of Centrelink service delivery or the agency’s annual efficiency dividend.
Customers will be able to make real time updates of their income estimate, thus making this aspect of their record completely transparent to them and engendering increased public trust and confidence in government service delivery.

Source: Australia Government Information Management Office (AGIMO)
Project Home URL: http://www.centrelink.gov.au

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