Annual Report 2016-17

Service Delivery Improvements - Annual Report 2015-16

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.

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Page last updated: 5 July 2018