This audit would assess the effectiveness and efficiency of Services Australia’s workforce planning, including examining the operation of its 2019–2023 Strategic Workforce Plan and its ability to respond rapidly to unplanned and critical priorities.

Since 2020, Services Australia has been required to respond to increased demand for services and payments due to the COVID-19 pandemic and a series of natural disasters. For the year 2021–22, there were: 9.3 million service centre contacts; 73 million calls handled; 1.2 billion online transactions; and 517.6 million claims processed.

Work program portfolio

This potential Performance audit is featured in 1 annual audit work program portfolio: