Service Delivery improvements

In 2014-15 the department continued to use its Service Delivery Operating Model to guide design and delivery of services to create better outcomes for government and customers.

Service Delivery Operating Model

The operating model has 4 service levels on offer:

  • naturally connected, automated services happening behind the scenes—to save effort for customers and staff
  • self-managed—for people who can access and use services by themselves without needing support from staff
  • assisted—for people who are unable to self-manage because of their circumstances and require support to access the right services
  • managed and intensive—for people facing complex challenges who need a high level of coordinated assistance for a period of time

Continuing implementation of the Service Delivery Operating Model will lead to more naturally connected and self-managed services, allowing staff to focus on customers with more complex needs.

A New Child Support system

The department is currently developing a new case management system to support the Child Support Programme for release in 2015-16. It will replace the CUBA system which has supported the programme since 2002.

The new system will improve management of child support cases, provide improved support for staff delivering child support services, and deliver a better online service for customers and employers.

Business systems

In 2014-15 further work was undertaken to integrate business systems. This included improving Customer First—the department’s unified servicing platform for all staff. The system improves workforce efficiency and distribution of information across our network. Most staff in service centres, smart centres and other teams use the Customer First interface daily.

Page last updated: 5 February 2016

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