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Showing posts from March, 2017
After the robo-debt debacle, here's how Centrelink can win back Australians' trust This article was originally published on  The Conversation . Read the  original article .                   Australia’s social security policy and service delivery system is not designed to put customer needs first.         AAP/Julian Smith         Paul Henman , The University of Queensland   The ongoing furore over Centrelink’s automated debt recovery program has highlighted a perfect storm of poor and worsening service delivery in the federal government’s premier service delivery agency.   The extent of Centrelink’s customer service delivery problems is legendary, and it has been getting worse over the last decade. There are several reasons for this, including policy changes and funding cuts. But while the situation may look dire, there are ways Centrelink can win over dissatisfied Australians. Worsening wait times and customer experiences Since its creation in 1997, Cent