Annual Report 2016-17

Overview of the Annual Performance Statement for 2016-17

The department met 30 of its 36 performance measures in 2016–17 through the delivery of its social security and welfare, health and child support programs.

Across the three programs under Outcome 1, the department met:

  • 13 out of 15 performance measures relating to social security and welfare
  • 12 out of 14 performance measures relating to health
  • 5 out of 7 performance measures relating to child support.
Table: 2016-17 performance measure results
Program Achieved Not achieved
Social Security and Welfare 13 2
Health 12 2
Child Support 5 2
Total Achieved 30 6

One performance measure not met in 2015–16 was met in 2016–17. This related to claims processed within standard for the Social Security and Welfare program, which improved to 82.1 per cent in 2016–17 to meet the target of 82 per cent.

Four performance measures that the department did not meet in 2015–16 were not met again in 2016–17.

Three of these related to customer satisfaction standards for the department’s three programs. Although all three results improved, the target of 85 per cent was not met.

The fourth measure related to the average speed of answer for Pharmaceutical Benefits Scheme Authorities and My Health Record Providers, which remained steady at 40 seconds for 2016–17 against a target of 30 seconds. The department is implementing initiatives to expedite take up of the Online PBS Authorities System which will help in improving the department’s ability to respond in shorter times.

Two performance measure targets that had been met in 2015–16 were not met in 2016–17.

First, the delivery of the Strengthening the integrity of welfare payments Budget measure initiatives, as agreed within timeframes and on budget was not achieved in 2016–17. This was due to the Employment Income Matching element. As part of continuous improvement, enhancements were made to the online system in February 2017. While these enhancements were implemented, the activity level was reduced to test them which contributed to a delay in complete implementation of this initiative.

The average speed of answer in the department’s Child Support program telephony channel was 4 minutes and 12 seconds in 2016–17. Growing customer demand and the transition to a new Child Support IT system which required extensive staff training affected performance. Performance is expected to improve in the coming months with increased staff proficiency with the new Child Support IT system.

The full Annual Performance Statement for 2016–17 is set out at Appendix A of this Annual Report, including an analysis of performance against the department’s purpose.

Page last updated: 8 November 2017