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.

Audit criteria

The ANAO proposes to examine Human Services’ implementation of:

  • the channel strategy to support the transition to digital service delivery and management of call wait times;
  • performance monitoring and reporting arrangements; and
  • the implementation of a quality framework over Centrelink telephone services.