Modernising government service delivery

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Modernising government service delivery

Last updated: 01 Dec 2017

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The Department of Human Services continues to deliver real service delivery improvements through the Welfare Payment Infrastructure Transformation (WPIT) Programme, which commenced in July 2015 and will run for seven years to 2022.

This year, the WPIT Programme staff simplified the Youth Allowance and Austudy claiming process, reducing completion times and identifying incomplete claims or those not meeting basic eligibility criteria.

Staff also focused on analysing user feedback enabling the design and implementation of a number of student enhancements this year. For example, students can now access the Circumstance Change Monitor, which enables them to track claims progress through digital channels, thus reducing contact via phone.

The introduction of dynamic online claims means students now only answer questions specific to their circumstances and this information is reused, which has reduced the number of questions from 117 to 38 for some students.

The WPIT Programme has cemented the building blocks for a different service experience that will expand across all welfare payments, for the benefit of users across the Australian community.

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