innovation in service delivery · innovation in service delivery . in 2011, a number of service...

Innovation in Service Delivery

In 2011, a number of service delivery agencies were merged…

Human Services Legislation Amendment Act 2011

The Department of Human Services brought together service delivery agencies with the aim of improving the delivery of social and health-related

services to the Australian public.

DHS Small Department

2004

Several Agencies

2007

One large Department (major programs)

2011

… to form the current Department of Human Services

The department has:

• over 36,000 staff

• 652 service centres

• 582 agents and access points

• 26 call operation sites

• 24/7 emergency response capability

The Department of Human Services is responsible for the development of service delivery policy, and for providing payments and services across Medicare, Centrelink, Child Support and CRS Australia programs.

In 2011-12, the department made payments totalling more than $144.7 billion on behalf of the government

A key element of this change was to improve the delivery of services to citizens

To better meet people’s needs by providing more tailored and intensive services

To provide greater access to services through one stop shops and more outreach support

To enable more convenient access to services through improved online service delivery options

To collaborate and strengthen our ability to design and deliver the services people want

To simplify transactions and streamline processes through the development of new ICT solutions

Innovation is crucial to achieving this goal

Innovation in the way we deliver services

Cash out of Medicare

Changing our face to face service offerings

Mobile applications

Document Lodgement Service

Intensive services

Innovation in the way we work together as a department

iDHS innovation program

Our approach

Encourage innovation from staff in all parts of the organisation

Identify ideas worthy of further development

Test, trial, prototype and co-design

Scale up ideas rapidly when they work

Approach the task as a business process

Specific examples of innovation

Cash Out of Medicare

This resulted in:

• Increased staff and customer safety

• Increased convenience with money going directly into bank accounts

• Staff being able to spend more time with those customers who need additional support

• A significant increase in customers claiming at their doctors, which is both faster and easier

In 2012, the Department transitioned Medicare completely to electronic claiming and cash was removed from 240 DHS service centres.

Changing our Face to Face presence

Our face to face services will be re-shaped over time to provide more integrated services, and a greater focus on self management. Some examples include:

• Further development of our intensive hubs, where we bring together a range of services under one roof, for customers and communities that are experiencing significant disadvantage

• Greater focus on our regional and rural centres including utilising local knowledge and linkages

A Pop Up trial will also start in late March, with:

• a focus on educating customers on the use of our digital services, and ways to more effectively self manage their business with us

• a highly visible presence in a community shopping centre

Mobile applications: Express Plus

• The Express Plus apps, launched between August and December 2012, enable customers to use DHS services ‘on the go’ via mobile technology

• The apps allow customers to complete many of their most common transactions quickly and easily from any location

• Over 5.7 million transactions have been completed via the apps since August 2012

Downloads to 24 Feb 13

Document lodgement service

What documents can be uploaded?

Centrelink issued forms and letters Non Centrelink documents e.g. Payslips Tax notice of assessments Academic transcripts

• The new way to submit documents online for customers registered for Centrelink Online Services

• Documents can be loaded from a computer or smart device, such as a mobile phone or tablet.

• Customers simply need to scan their documents then log onto Centrelink Online Services or use their Express Plus mobile app to scan and upload the document.

Intensive Services: case coordination

Training Engagement Identification Consultation Close the loop Connection

Case Study Alan* is an Age Pension customer. His hot water system had broken down and he and his wife had already taken their maximum advance loans. Alan was referred to the No Interest Loan Scheme. An appointment to test his eligibility was made and Alan’s application was successful. A few days later, Alan was able to purchase a new hot water system and organised Centrepay deductions to make the necessary repayments. He was also referred to a financial counsellor to ensure he had the appropriate budgeting tools he may need in the future.

*Name changed

• Case Coordination is a needs based approach to service provision, underpinned by strengths-based principles.

• Staff work with customers to help them identify their needs and establish a plan of action to achieve their goals.

• Case coordination supports a networked service delivery system, and works to build effective linkages into the community.

• In October 2012, the department commenced an innovation program, called iDHS, as a means to encourage our staff to think innovatively about how we solve issues

• The iDHS Online Forum was launched in January 2013 to generated dialogue and enable staff to share and discuss their ideas

iDHS innovation program

Conclusion

We are on a journey to greater innovation in the way we deliver services. To drive further transformation we need to:

• Encourage and empower our staff to play a key role in developing and implementing new approaches

• Tap into the experience and ideas of our staff who work in frontline service delivery

• Continue to build innovation into the way we think, plan and act