Meeting the needs of remote, rural and regional communities

Services Australia is committed to providing accessible services to people in every corner of the country. With a focus on improving service delivery, the agency’s comprehensive outreach program supports those living in some of Australia's most remote areas.

Remote Service teams visit approximately 335 communities nationwide, setting up temporary service centres so locals can access the same level of support they would receive in a city-based service centre. The teams travel to some of Australia’s most isolated communities, like Areyonga in the Northern Territory, located 220 kilometres west of Alice Springs.

In Tasmania, Services Australia took another step in improving service delivery by opening a new service centre in the small town of Sorell, in collaboration with Service Tasmania. This initiative aims to make it easier for people in regional areas to access government services. The new service centre is the first of its kind in Australia. It is located in a purpose-built space, creating a one-stop shop for state and federal services.

Remote Service Officers in the field.
Image: Services Australia

Working together

Services Australia customer service and IT teams are working together on better solutions for servicing the country’s most remote communities, in person and in real time.

The agency has introduced a portable high-speed satellite internet system that the Remote Service teams can use on the go. This new technology allows teams to access the internet in seconds and stay online all day.

By collaborating closely with communities, teams identify local ICT challenges and find ways forward. This has included adding additional power sources to agency vehicles, and mounting satellite systems on vehicle rooftops. Importantly, teams considered impacts of changes on shared facilities such as community halls and council offices, to avoid disruptions to other activities in shared spaces.

Services Australia used the same collaborative approach to develop the purpose-built Sorell Service Centre, co-designed with Service Tasmania. This multi-agency collaboration allowed each team to contribute its expertise. Industry partners supported the development of ICT integration.

Benefits for the community

Previously, limited internet access made serving remote communities challenging. Team members would take notes during interviews and process work after returning to larger towns with stable connectivity. That changed when portable high-speed satellite internet was introduced. This technology keeps teams connected throughout the day, so they can resolve issues on the spot, and reduce delays in payments for people in remote communities.

In Sorell, the new purpose-built service centre offers a full range of face-to-face services locally, reducing the need for travel. The shared government reception, self-service terminals, and unified waiting area with digital signage enhance customer experience. Customer feedback shows that locals appreciate the seamless referrals between agencies and the collaborative approach to service.

The shared facility continues a 12-year journey for Services Australia and Service Tasmania.
Image: Services Australia

Find out more

Services Australia (2025) Changes at Services Australia, Services Australia website, accessed 8 August 2025.