During 2015–16, we have seen a 33% increase in use of digital platforms, reaching record accesses of 9.5 million accounts via myGov.
The number of myGov logon-navigations to member services has increased by 93% in 2015‑16.
To support unprecedented demand and community expectations for 24/7 online access, the department has deployed highly available ICT infrastructure that is scalable with capacity on demand to meet customer needs. This infrastructure is further challenged during the peak demand periods, such as the end of the financial year, calendar year and holiday processing periods. Complex data modelling indicates service demand profiles so that infrastructure capacity can be increased in anticipation of demand peaks.
In 2015–16 the department reduced priority 1 incidents to 0.4 per month in line with industry best practice. This compares to 1.2 priority 1 incidents per month in 2014–15.
The department continued to consolidate our telecommunications services through a new, managed service contract with Telstra. This has led to greater efficiencies and productivity improvements for staff and significantly enhanced service delivery.
In April 2016 Telstra implemented One DHS Routing and iWS (Interaction Workspace) to Medicare and Child Support services. One DHS Routing provides a single phone contact centre platform and a common capability for all of the department’s programmes. The iWS softphone application is now common across the department and will increase the ability to respond and mobilise work teams across the network during peak demands and emergencies.
The progressive roll-out to Centrelink services started in late April 2016. These are major steps towards establishing an ‘any agent anywhere’ facility across the department. Final transition to the new contract, including a new workforce management tool, is expected to finish in August 2016.
Data Centre consolidation
In December 2015 the department removed all equipment from the Tuggeranong Data Centre. This achieved the department’s target of 2 data centres, located at Fyshwick and Hume in the Australian Capital Territory. During the year we also continued to migrate data and applications off older infrastructure onto new, faster, more reliable and more condensed data communications and computing infrastructure, with a focus on deploying leading-edge, converged infrastructure technology.
ICT support for other government agencies
The department continued to provide ICT support to other Australian, state and territory government agencies, including:
- internet gateway services to eight departments and agencies
- data warehousing and business information services to several departments, primarily for the Department of Social Services and the Department of Health. The services include collecting data from transaction processing systems and formatting, relating and storing that data in a data warehouse, and developing analytical and reporting products that use it
- a range of information data exchange programmes
- online capability for:
- users of the Small Business Superannuation Clearing House
- the Practice Incentives Program, using a web-based self-service system to simplify administration for general practitioners
- the HECSRS Programme
- the Rural Procedural Grants Program
- the Rural Locum Education Assistance Program
- the School Enrolment and Attendance Measure
- Income Management
- business services supporting the Paid Parental Leave Scheme
- the Farm Household Allowance
- the Status Resolution Support Services
- ICT components and technical operational support, including:
- components of the My Health record system
- the National Authentication Service for Health, which enables secure electronic communications across the health sector
- authentication and digital services for users of myGov
- the National Health Funding Administrator Payments System which supports all state and territory government health departments to provide payments to all public hospitals
- a full suite of ICT shared services provided to the National Disability Insurance Agency, including end user computing, telephony, online channels and business systems
- ICT shared services provided to DVA, including end user computing, telephony and infrastructure