Performance measure results - Child Support

Program 1.3 Child Support—Performance overview.

Performance measure Met

1. Customer satisfaction: Achievement of customer satisfaction standards.

No

2. Achievement of digital service level standards: Departmental interactions completed via digital channels.

No

3. Achievement of digital service level standards: Availability of ICT systems that support 24/7 customer access.

Yes

4. Child Support collection: Child Support collection rate (Child Support collect only).

Yes

5. Child Support collection: Percentage of domestic active paying parents with less than one month liability outstanding (Child Support collect only).

Yes

6. Achievement of telephony service level standards: Average speed of answer.

No

7. Achievement of processing service level standards: Claims processed within standard.

No

Criterion 1. Customer satisfaction: Achievement of customer satisfaction standards

Details 1. Customer satisfaction: Achievement of customer satisfaction standards.

Target

≥85% of survey respondents are satisfied overall with their most recent interaction.

Method

Survey.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 14
2017–18 Portfolio Budget Statements, page 40

Results

Not achieved. 74.5% of customers were satisfied. The department’s highest performing attributes were ‘fair treatment’ (89.6%) and ‘communication’ (87.9%). The lowest performing attributes were ‘time to receive service’ (50.9%) and ‘ease of access’ (54.9%).

Year Performance Yearly change Result

2017–18

74.5%

-10.4%

Not achieved

2016–17

84.9%

9.3%

Not achieved

2015–16

75.6%

1.6%

Not achieved

Criterion 2. Achievement of digital service level standards: Departmental interactions completed via digital channels

Details 2. Achievement of digital service level standards: Departmental interactions completed via digital channels.

Target

≥5% increase in the total number of interactions conducted via digital channels compared with 2016–17.

Method

Data mining.

Rationale

Encouraging digital claiming is a key objective of the department.

Source

2017–18 Corporate Plan, page 14
2017–18 Portfolio Budget Statements, page 40

Notes

This performance measure commenced in 2015–16.

Results

Not achieved. There was a 1.3% increase in the total number of interactions completed through digital channels compared to 2016–17.

There were significant increases for online registrations (applications for Child Support) (37.9% or 20,295), online letters (9.3% or 354,514) and customer online service transactions (24.9% or 82,562).

There were decreases in electronic payment transactions (-4.5% or -215,169) and phone self-servicing (-24.9% or -122,725). The reduction in electronic payment transactions was largely due to a decrease in Centrelink deductions (-10.7% or -259,400). The decrease is attributable to a correction for customers who made excess payments and remained in surplus, negating the need for those deductions. The decrease in phone self service transactions is likely due to customers undertaking the same transaction using the Express Plus Child Support app. However, these transactions are not included in the calculation for this measure.

Year Performance Yearly change Result

2017–18

1.3%

N/A

Not achieved

2016–17

5.0%

N/A

Achieved

2015–16

13.6%

N/A

Achieved

Criterion 3. Achievement of digital service level standards: Availability of ICT systems that support 24/7 customer access

Details 3. Achievement of digital service level standards: Availability of ICT systems that support 24/7 customer access.

Target

ICT systems that support 24/7 customer access are available ≥98% of the time.

Method

Data mining.

Rationale

Continuous access to digital claiming is a key objective of the department.

Source

2017–18 Corporate Plan, page 14
2017–18 Portfolio Budget Statements, page 40

Notes

This performance measure commenced in 2015–16.

Results

Achieved. ICT systems that support 24/7 customer access were available 99.7% of the time. The strong result can be attributed to modernisation of the technologies used to provide departmental services and migration off old technology to the current industry standard.

Year Performance Yearly change Result

2017–18

99.7%

0.2%

Achieved

2016–17

99.5%

–0.4%

Achieved

2015–16

99.9%

N/A

Achieved

Criterion 4. Child Support collection: Child Support collection rate (Child Support collect only)

Details 4. Child Support collection: Child Support collection rate (Child Support collect only).

Target

≥91.7% of all child support liabilities raised since the inception of the Child Support Scheme have been credited.

Method

Data mining.

Rationale

Ensuring that child support is transferred in a timely fashion for the benefit of children is a key objective of the department.

Source

2017–18 Corporate Plan, page 14
2017–18 Portfolio Budget Statements, page 40

Results

Achieved. 93.9% of all child support liabilities raised since the inception of the Child Support scheme have been credited. This represents a 0.2% improvement over the 2016–17 result. The strong performance reflects the department’s continued focus on collection, which delivers on the core purpose of the Child Support Scheme to ensure that children receive financial support from their parents in a regular and timely fashion.

Year Performance Yearly change Result

2017–18

93.9%

0.2%

Achieved

2016–17

93.7%

0.2%

Achieved

2015–16

93.5%

0.2%

Achieved

Criterion 5. Child Support collection: Percentage of domestic active paying parents with less than one month liability outstanding (Child Support collect only)

Details 5. Child Support collection: Percentage of domestic active paying parents with less than one month liability outstanding (Child Support collect only).

Target

≥63% of domestic active paying parents in child support collect cases have less than one month liability outstanding.

Method

Data mining.

Rationale

Ensuring that child support is transferred in a timely fashion for the benefit of children is a key objective of the department.

Source

2017–18 Corporate Plan, page 15
2017–18 Portfolio Budget Statements, page 40

Notes

This performance measure commenced in 2015–16.

Results

Achieved. 64.6% of domestic active paying parents in child support collect cases have less than one month liability outstanding. Performance for this measure remained stable throughout the year. The department utilises the various collection methods available, such as employer withholding provisions to help ensure timely child support payments.

Year Performance Yearly change Result

2017–18

64.6%

–1.4%

Achieved

2016–17

66.0%

0.1%

Achieved

2015–16

65.9%

N/A

Achieved

Criterion 6. Achievement of telephony service level standards: Average speed of answer

Details 6. Achievement of telephony service level standards: Average speed of answer.

Target

The average length of time a customer waits to have a call answered through the department’s telephony services is ≤3 minutes.

Method

Data mining.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 15
2017–18 Portfolio Budget Statements, page 40

Results

Not achieved. The average speed of answer was 9 minutes and 5 seconds. The child support legacy technology is in transition to a new platform, which has led to increased handling times in the transition phase.

Year Performance Yearly change Result

2017–18

9 minutes
5 seconds

4 minutes
53 seconds

Not achieved

2016–17

4 minutes
12 seconds

1 minute
19 seconds

Not achieved

2015–16

2 minutes
53 seconds

20 seconds

Achieved

Criterion 7. Achievement of processing service level standards: Claims processed within standard

Details 7. Achievement of processing service level standards: Claims processed within standard.

Target

≥82% of claims processed within standard.

Method

Data mining.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 15
2017–18 Portfolio Budget Statements, page 40

Results

Not achieved. 76.2% of claims were processed within service level standards, as agreed with partner agencies. The rapid rollout of a new IT processing system in late 2016–17 resulted in the department entering 2017–18 with a significant backlog of unallocated applications and work on hand. Staff were required to work across two systems to be able to deliver end-to-end outcomes. As a result, increases were experienced in processing time for applications.

Year Performance Yearly change Result

2017–18

76.2%

–6.8%

Not achieved

2016–17

83.0%

–7.6%

Achieved

2015–16

90.6%

–2.0%

Achieved

Page last updated: 1 July 2019

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