Annual Report 2015-16 - Service Delivery Improvements
Service Delivery Operating Model
In 2015-16 the department continued to embed its Service Delivery Operating Model to guide design and delivery of services, creating better outcomes for government and customers. The operating model has 4 service levels:
- 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
Continued implementation of the Service Delivery Operating Model will support and align with the WPIT Programme leading to more naturally connected and self-managed services which will allow more staff to focus on customers with complex needs. See also Welfare Payment Infrastructure Transformation.
DHS Channel strategy
The department is developing a Channel Strategy which will outline how the department is arranging delivery of services across its channels in an efficient and effective manner. The Channel Strategy is a complementary department-wide strategy alongside the Technology Plan, internal budget and Workforce Plan. It is a key planning document to deliver better government and customer outcomes through multiple service delivery channels.