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The objective of this audit is to examine the extent to which the Department of Human Services’ (Human Services) has implemented the recommendations made by the ANAO in ANAO Report No.37 of 2014–15 Management of Smart Centres’ Centrelink telephone services; as well as Human Services’ performance against call wait time and call blocking metrics.
The audit would examine compliance with the arrangements established by the Department of Human Services to balance the collection, storage and sharing of customer data, including how the department facilitates access to its data to support research and analysis, with the appropriate protection of customer privacy.
As a result of the department’s responsibility for delivering Medicare, Centrelink, pension payments and other services, it holds data relating to most Australians. Maintaining confidence in the department’s ability to protect the private information of customers is a key reputational risk that requires active and ongoing management.
The Department of Human Services’ Customer Management Framework 2015–2019 establishes how customer information held by the department or exchanged with third parties is to be managed. In addition, the department engages with the Office of the Australian Information Commissioner on how to handle, use and manage personal information under the Australian Privacy Principles contained in the Privacy Act 1988. The audit would focus on whether the department’s practices, procedures and systems are robust and effective.
The objective of this audit was to examine if Social Services and Human Services drive improvements in the Disability Support Pension program using data and information from multiple sources, including agreed Auditor-General and parliamentary committee recommendations.
The objective of the audit was to assess the effectiveness of Medicare electronic claiming arrangements, including an assessment of the extent to which claiming and processing efficiencies for the Government, health professionals and Medicare customers have been achieved.
The objective of the audit was to assess the effectiveness of the transition of the Remote Jobs and Communities Programme to the Community Development Programme, including whether the Community Development Programme is well designed and administered effectively and efficiently.