NBN Service Delivery Pilot

Greater access to Australian Government services

The Department of Human Services encompasses Medicare, Centrelink and Child Support services - reaching almost all Australians at some point in their lives.

The Australian Government has announced a high-definition video conferencing pilot that will improve people’s access to the department’s services via the National Broadband Network (NBN), as part of the National Digital Economy Strategy.

In the long term, the NBN presents significant opportunities to enhance service delivery by increasing access to Australian Government services online across the nation, without losing the value of face-to-face communication.

The National Digital Economy Strategy

The National Digital Economy Strategy has been developed with the aim that Australia will be among the world’s leading digital economies by 2020. The strategy outlines a number of goals around using the NBN to drive Australia’s digital productivity and facilitating a more inclusive and connected community. Read the National Digital Economy Strategy on the National Broadband Network website.

The NBN service delivery pilot addresses a number of these goals and will demonstrate practical everyday uses of the NBN for Australians. These goals include increasing online participation and engagement by Australian households, businesses and not for profit organisations; smart management of our environment and infrastructure; improved online government service delivery and engagement; and greater digital engagement in regional Australia.

Leveraging the NBN to Enhance Service Delivery

Over three years, the Leveraging the NBN to Enhance Service Delivery pilot will explore the use of high-definition videoconferencing for Department of Human Services’ customers in three phases. It will connect pilot participants between residential homes and departmental sites; departmental sites in different locations; and departmental and third party sites such as community organisations, healthcare or correctional facilities.

The pilot will give Australians access to specialist services that may not be readily available locally such as family, health, education, employment and financial. The high-definition videoconferencing required for the pilot can only be delivered over high-speed broadband like the NBN.

This will be particularly beneficial for people in regional locations or families and customers facing social disadvantage who may find it otherwise difficult to get to a Service Centre. Up to 5,000 participants will participate in the pilot across eight sites.

The pilot will be co-designed through engagement, consultation and collaboration with customers accessing Centrelink, Medicare and Child Support services, as well as third party organisations and key departmental staff. Co-design ensures a genuinely collaborative approach to the design and implementation of service delivery change, bringing members of the public to the forefront of service delivery design.

More information

More information will be published as co-design progresses and pilot phases, locations and timeframes are confirmed during 2012.