This audit would examine the effectiveness of Services Australia’s use of customer insights, experience and feedback in human-centred service design and delivery; and how service delivery performance and improvements are monitored and evaluated.

Services Australia is seeking to transform and modernise the way it works, stating that it intends to deliver ‘simple, helpful, respectful and transparent service delivery’. Modernisation programs included: website improvements; the Welfare Payment Infrastructure Programme; Single Touch Payroll; and modernisation of service centres.