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The Human Services portfolio comprises the Department of Human Services and Australian Hearing. The Department of Human Services has responsibility for delivering a range of payments and services to support individuals, families and communities, as well as providers and businesses.
The Human Services portfolio is part of the broader Social Services portfolio. The Human Services portfolio comprises the Department of Human Services and Australian Hearing. The Department of Human Services has responsibility for delivering a range of payments and services to support individuals, families and communities, as well as providers and businesses.
This audit, which will be the first in a series of audits, would examine aspects of the Department of Human Services’ management and coordination of the planned program of large, complex information and communications technology (ICT) projects to overhaul welfare payment systems in Australia.
Over coming years, the Department of Human Services will undertake a major redesign of welfare payment systems, with this work to be underpinned by a SAP platform implementation. The resulting significant, multi-year program will replace a number of ageing ICT systems and provide an integrated user interface for customers and departmental staff.
The program represents a significant investment of public resources and has the potential to enhance efficiency of welfare payment systems and improve the experience of those members of the community who interact with government. There are, however, major risks involved with such a large and complex program of work, with many recent examples in the public sector where projects of this scale were poorly designed and/or executed, resulting in additional significant expense and delays in their implementation.
This audit would examine the Department of Human Services’ management and delivery of programs, services and payments on behalf of other Australian Government entities, as well as the department’s performance against its respective obligations and service standards.
Human Services provides a range of programs, services and payments for, and on behalf of, a number of Australian Government entities, such as income support payments for the Department of Social Services, and aged care payments and the maintenance of various health-related registers for the Department of Health. Arrangements for these services and payments are outlined in various memorandums of understanding and business partnership agreements. In the 2017–18 Budget, Human Services estimated that it would process around $175 billion in payments on behalf of other government entities.
The proposed audit would provide assurance that business agreements support Human Services in meeting the expectations of entities on behalf of whom it delivers payments; and that roles, responsibilities and performance reporting arrangements are clearly defined.
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 objective of this audit is to assess whether Human Services has an effective high-level enforcement and compliance strategy for administered payments made under the Centrelink and Medicare programs.
The objective of this audit is to examine if the Departments of Social Services (DSS) and Human Services drive improvements in the Disability Support Pension (DSP) program using data and information from multiple sources, including agreed ANAO and parliamentary committee recommendations.