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Centrelink's new service delivery model



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MINISTER FOR COMMUNITY SERVICES

HON WARREN TRUSS MR

M E D I A R E L E A S E

9 November 1998

CENTRELINES NEW SERVICE DELIVERY MODEL

The Minister for Community Services, Warren Truss, has today welcomed Centrelink’s announcement of a new customer service delivery model.

Mr Truss said the new model includes major new initiatives to improve the level of service provided to Centrelink’s customers.

“I am pleased that Centrelink is working to provide a more personalised service for its customers, as well as cutting through the burden of bureaucracy which many clients face,” Mr Truss said.

Mr Truss said Centrelink’s new service model will provide one main contact for customers, a broader range of access options, expanded point-of-contact decision-making and extra, more convenient, offices across Australia. It will

also provide a back-up system for call centres which become overloaded.

’With these significant reforms, Centrelink is responding to the challenge of providing improved access to Government services.

“Centrelink is building on the experiences of its first 12 months of operation and is moving towards meeting its promise of becoming a more efficient and competitive organisation.

“Centrelink is working with its staff to manage the impact of these changes on the organisation, which will result in a reduction of staff numbers. The reduction will be through voluntary redundancies and natural attrition.

“These reforms will not result in the closure of any Centrelink offices.

“I will be closely monitoring the implementation of this new model which Centrelink has assured me will greatly improve customer satisfaction."

Contact: Andrew Hall 02/62777240 - 0419/996766

Telephone: (02) 6277 7240 Parliament House Canberra ACT 2600 Facsimile: (02 )62 73 4152