“It’s a question of how do we maximise for the Australian people, in a citizen- centric way, the investments that governments have already made going forward?”Īs one of Australia’s largest public service agencies, Services Australia distributes more money than the four major banks combined, with more than 450 million interactions with Australian citizens annually. She says the new app puts technology at the heart of a vastly improved, personalised customer experience and is the next step in a bold modernisation designed to turn Services Australia into a world-leading government service delivery agency by 2025. The customer approach did not seem to be simple, helpful, respectful and transparent.” In September, ahead of the hearings, Services Australia CEO Rebecca Skinner PSM GAICD - who did not oversee Robodebt - reflected on the scheme, telling the Australian Financial Review, “You look at the customer approach. ![]() Royal Commissioner Catherine Holmes AC SC is scheduled to deliver her final report to the Governor-General by 18 April. Robodebt, the old Online Compliance Intervention, had resulted in the government being forced to pay around $1.7b to hundreds of thousands of people in a class action settlement after the flawed automated debt recovery program operating from 2015–19 led to what the presiding judge described as “a massive failure of public administration”. As the second block of Royal Commission hearings into the botched “Robodebt” scheme began in Brisbane on 5 December 2022, Services Australia unveiled its much-anticipated new myGov mobile app.
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