The federal government has finally published a long-awaited evaluation report on the special work-for-the-dole scheme for remote communities, but it’s unclear where it fits into the policy process. Read More
The notoriously long average waiting times for Centrelink’s phone lines are “plummeting” after the outsourcing of several thousand extra operators, claims Minister for Human Services… Read More
The Turnbull government is outsourcing an extra 1500 staff to answer phones for Centrelink, and still blames Labor for the agency’s poor call centre performance… Read More
A key element of digital transformation for government agencies is a migration to the cloud which enables greater levels of access, communication while also lowering the burden and costs of managing owned hardware and servers. Read More
New research reckons citizens want transactions that go through in one online hit as the core digital baseline. Agencies on Facebook? Not so much. Read More
The Senate inquiry into digital service delivery could well devolve into a political bunfight, but ministers and senior public servants might gain some useful insights anyway, by listening to what voices from outside government are saying. Read More
The 2018 Henderson Conference commemorates the 50th anniversary of Professor Ronald Henderson’s pivotal work on poverty in Australia. This collaboration between The University of Melbourne, Melbourne Institute and the Brotherhood of St Laurence examines how our social security system can better respond to poverty and inequality in Australia. Read More
The imperative for government agencies to innovate quickly and deliver has never been more urgent. The fact that major digital hurdles are falling away makes this even more so. Read More
Australia Post is betting digital identity enabled by biometric facial recognition will make users, government and business smile. Your selfie just got serious. Read More
The efficacy of handing out energy bill subsidies to households in need is again under the spotlight. Many rebate schemes “do not have measurable objectives or outcome measures", according to a new report from the NSW Audit Office. Read More
"Administrative fashion" is influencing the spread of the one stop shop model, argues an ANZSOG review paper. Although service integration can be a public good, they're no cheaper and create significant disruption. Read More
The wait for a digital identity solution that works across channels and across government and business is over, with the launch of Digital iD™ from Australia Post. Read More
Centrelink's 'robodebt' system should be suspended until all procedural fairness flaws are addressed, argues a Senate inquiry report. Human checks should be reinstated. Read More
When digital by default becomes the new normal for the public sector there’s only one thing left to do. Speed things up. Read More
The Commonwealth Ombudsman reports Centrelink's automated debt recovery drive is an example of digital transformation that failed to maintain good public administration, procedural fairness under administrative law, and risk management. Read More
