INDEX
List
References to page numbers relate to the printed and pdf versions of the Report.
A
abbreviations and acronyms, 330–2
Aboriginal and Torres Strait Islander people
- interpreter services, 101, 105
- locations data, 106
- PBS access, 83–84
- servicing strategy, 100–3
- staff, 275–6, 299
Aboriginal Health Services, 83
ABSTUDY, 53
Access Points, 20
accessibility arrangements, 272
active paying parents, statistics 2017–18, 89
administered items, 198
Administrative Appeals Tribunal, 52, 249, 252
adopted children, 40
advance payments, 114
advertising and market research, 290–1
advisory committees, 244
Age Pension, 26, 46–7
aged care, 73–4
- claims and services statistics 2017–18, 74
- health professional incentive payments, 67
- income and assets tests, 47
- phone services, 25
- service and payment delivery transformation, 147
- worker education and training, 75
Aged Care Education and Training Incentive Program, 75
Agents, 20
AGIL dataset, 101, 106
ANAO access clause, 281
annual report coordinator, ii
apps see mobile apps
APS Values and Code of Conduct, 261
- breaches, 262–3
asset management, 278–9
assets, 197, 198
Assurance of Support, 119
asylum seekers see refugees and humanitarian entrants
Attorney-General’s Department, 125
audit
- external, 252–3
- internal, 246–7
Audit Committee, 244
AusTender, 281
Australian Bureau of Statistics (ABS), 25
Australian College of Rural and Remote Medicine, 32
Australian Criminal Intelligence Commission, 137
Australian Digital Health Agency (ADHA), 86
Australian Federal Police, 138
Australian Government departments and agencies, partnerships with, 283
- Aged Care Program, 73
- Australian Marriage Law Survey, 25
- Child Care Program, 40, 149
- citizenship testing, 117
- digital health agenda, 86
- fraud and serious non-compliance, 137–40
- health and aged care, 147
- identity checks, 126
- National Disability Insurance Scheme, 45
- National Security Hotline, 125
- performance analysis, 191
- refugees and humanitarian entrants, 119
- shared services, 279
- veterans, 20, 147
Australian Government Disaster Recovery Payment, 121–2
Australian Government Emergency Information Line, 124
Australian Hearing, 12, 13
Australian Immunisation Register, 71
Australian National Audit Office (ANAO) reports, 252–3
Australian Organ Donor Register, 72
Australian Transaction Reports and Analysis Centre (AUSTRAC), 137
Australian Victim of Terrorism Overseas Payment, 100, 123
Austudy, 26, 53
authority-required prescriptions, 84
autism spectrum IT traineeships, 273–4
awards and recognition
- external, 248
- internal, 266
B
BasicsCard, 110–11
Bass Strait Passenger Vehicle Equalisation Scheme, 112
behavioural standards, departmental 262–3
bereavement payments, 115
bowel cancer screening, 70
breast prostheses, 63
bulk billing, 57–9
bullying and sexual harassment, 261
bushfires, 100, 124
business continuity, 247
C
cadets, 297
Carer Allowance, 26, 44
Carer Payment, 26, 44, 99
Carer Recognition Act 2010 report, 292–3
Carer Specialist Assessments, 99
carers, payments for, 43–5
case studies
- Australian Marriage Law Postal Survey, 24
- Chief Citizen Experience Officer, 146
- cyber defence capability, 151
- Dandelion Program, 274
- Financial Information Service, 108
- Income Data Matching Compliance budget measures, 134
- Mobile Service Centres, 19
- National Redress Scheme, institutional child sexual abuse, 95
- Pharmaceutical Benefits Scheme access for health professionals, 33
- remote service centres, 104
- scams and identity theft, 127
- student payment automation, 144
Cashless Debit Card trial, 111–12
Centrelink
- digital and online services statistics, 31
- feedback on services, 161
- payment accuracy, 29
- performance against service commitments, 155–7
- performance results, 177
- services delivery methods, 17–31
- tax deduction service, 109
Centrelink Confirmation eServices, 30
Centrelink Payment Summary, 115
Centrepay, 109
charity fundraising, 270
Chief Citizen Experience Officer (CCXO), 145–6
Chief Information Officer, 11
Child Care Benefit, 26, 39
child care fees, 39–40
Child Care Rebate, 39
Child Care Subsidy, 40
Child Dental Benefits Schedule, 64
child sexual abuse, institutional, 91, 94–5
Child Support (Program 1.3), 16, 88–90
- change of assessment and objections, 90
- compliance and enforcement actions, 139–40
- decisions review, 251–2
- digital and online services statistics, 31
- feedback on services, 162
- performance against service commitments, 155–7
- performance results, 186–9
- services delivery methods, 17–31
- transfer statistics 2017–18, 88
Child Support Collect, 89
Child Support System Redesign Project, 90
children and young people
- dental benefits, 64
- institutional child sexual abuse, 91, 94–5
- payments for, 39–41
- without adequate support, 98
- Youth Protective Assessments, 97
- see also Child Support (Program 1.3)
citizenship testing, 117
Civil Society Advisory Group, 163
classifications, staff, 296–9
Comcare, 288–90
Comcover Risk Management Benchmarking Program, 239
Commonwealth Director of Public Prosecutions (CDPP), 138–9, 239
Commonwealth Ombudsman, 257
Commonwealth Seniors Health Card, 113
community engagement, 163–4
Community Engagement Officer program, 96
Community Language Allowance, 105, 117, 271
compensation claims, customer, 242
compensation payments, 61, 131
complaints see feedback and complaints
compliance and business integrity, 126–34
Comprehensive Compliance Assessments, 100
concession cards, 113
consultancies, 280–1
contact information, ii
Continence Aids Payment Scheme, 64
contracting, 280–1
corporate governance, 243–7
corrections to errors in previous annual reports, 294
Culturally and Linguistically Diverse (Multicultural) Employee Plan 2016–19, 116, 271
culturally and linguistically diverse backgrounds see multicultural and multilingual services
culture, departmental, 261
customer records and personal information, 241
customer satisfaction, 154–62
customer-centric services reforms, 145, 190–1
cyber security, 151–2
cyclones, 100, 121–2, 124
D
Dad and Partner Pay, 26, 40
Daly River/Woodycupaldiya floods, 124
Dandelion Program, 273–4
data management, 240
data matching, 132, 134, 313–16
debt management and recovery, 128–30
decisions review
- child support, 251–2
- social welfare, 249–50
dental benefits, children, 64
Department of Education and Training, 40
Department of Health, 73, 147
Department of Home Affairs, 117, 119
Department of Social Services, 119
Department of Veterans’ Affairs, 20, 32, 73, 147
payments on behalf of, 62–3
Deputy Secretaries, 8–9, 10–11
Deregulation Agenda, 243
diagnostic imaging services, 60
digital learning, 268
digital services, 86–7, 115, 191–2
Digital Transformation Agency (DTA), 86, 126
disability reporting, 285
Disability Support Pension, 43, 44
disability, people with
- payments for, 43–5
- staff, 272, 285
Disaster Health Care Assistance Scheme, 125
Disaster Recovery Allowance, 122
disaster recovery payments and services, 121–5
diversity, workplace, 271–6
documents, uploaded, 35
domestic violence see family and domestic violence
Double Orphan Pension, 41
DVA Webclaim, 62–3
E
Early Release of Superannuation Benefits, 93
ecologically sustainable development, 307–12
Electronic Claim Lodgement Information Processing Service Environment (ECLIPSE), 57
electronic claiming, 62–3, 74
electronic document scanning, 35
electronic messaging, 28
email address, ii
email messaging, 28
Emergency Call Centre Surge Capability, National, 125
Emergency Reserve, 121
- emergency responses
- claim lodgement channels, 123
- closed events, 124
- current events, 121–3
- information and reporting telephone services, 124–5
- payments and services, 100, 120–5
- recovery, 100, 124
employment arrangements
- enterprise agreements, 276–7
- individual, 302
Employment Services Assessments, 50–1
enterprise agreements, 276–7
Enterprise Transformation Committee, 244
environmental performance, 292, 307–12
equity, 197, 198
ethics and values, 261, 262–3
events, multicultural, 271
Exceptional Claims Indemnity Scheme, 77
Executive Committee, 244
exempt contracts, 281
expenses, 196
expenses for outcomes, 305–6
Express Plus mobile apps, 28, 72, 110, 115
external awards, 248
External Breast Prosthesis Reimbursement Program, 63
external scrutiny, 248–57
F
face-to-face services, 17–20
families, payments for, 39–42
family and domestic violence, 96, 99, 118
Family Tax Benefit, 26, 39
Farm Household Allowance, 100
feedback and complaints, 154–62
- responses to, 162
Finance and Investment Committee, 244
Financial Information Service, 107–8
financial performance summary, 194–8
financial statements, 194–235
flexibility arrangements, staff, 277
floods, 100, 124
forms see letters and forms
fraud
- internal, 136, 238–9
- investigations, 135–6
freedom of information, 286–7
functions see role and functions
G
Gender Equality Plan 2016–19, 271
gender of staff, 298
General Practice Rural Incentives Program, 76
glossary, 327–9
Gold Cards, 62–3
governance see corporate governance
governance committees, 244–5
graduates, 264–5, 297
- Indigenous, 264
Grandparent Adviser Program, 38, 42
grants, 285
H
Health (Program 1.2), 16, 54–87
- Medicare, 54–61
- performance against service commitments, 155–7
- performance results, 178–85
- service and payment delivery transformation, 147
health care cards, 62–3, 113
Health Care Homes, 32, 69
Health Professional Advisory Unit (HPAU), 52
Health Professional Online Services (HPOS), 32, 150
health professionals
- Assessment Services teams, 51
- bulk billing under Medicare, 60
- incentives programs, 66–9, 76
- medical indemnity schemes, 77–80
- Medicare provider numbers, 60
- online services, 32
- phone services, 25
- practice incentives, 66–9
- support and education services, 81
Health Provider Survey results, 158–9
health registers, 70–2
Healthcare Identifiers Service, 86
Hearing Services Program, 65
High Cost Claims Indemnity Scheme, 77
Home Care Packages, 47, 73–4
hospital services, public, 80
human resources management, 258–77
Human Services (Medicare) Act 1973, reporting under, 87
Humanitarian Settlement Program, 119
I
ICT Apprenticeship Program, 265
ICT Cadetship Program, 265
ICT Committee, 244
identity checks, 126
identity theft, 127
immunisation, 71
Implementation Committee, 244
income, 194–5
income and assets tests, 46–7
income discrepancies, 133
Income Management, 110–12
- statistics 2017–18, 111
Income Stream Reviews, online, 29–30
Incurred But Not Reported Indemnity Scheme, 79
Independent Review of Health Providers’ Access to Medicare Card Numbers, 254
Indigenous Apprenticeships Programme, 264
Indigenous Cadetship Program, 265
Indigenous Champions Network, departmental, 276
Indigenous Employment Networks, departmental, 276
Indigenous Health Incentive, 66
Indigenous Language Officer, 105
Indigenous leadership and management training, 269
Indigenous Mentoring and Buddy programs, departmental, 276
Indigenous Service Officers, 101, 102
Indigenous Servicing Strategy 2018–22, 101
individual employment arrangements, 302
Induction Program, departmental, 268
information and communications technology, 148–52
- support for other government agencies, 149–50
information management, 240
Information Publication Scheme, 286–7
injury management, departmental, 288–90
intelligence capability, departmental, 135
internal awards, 266
internal investigations, 136
international partnerships, 284
interpreter and translation services, 92, 101, 105, 117, 118
J
Jawun APS Secondment Program, 276
Job Capacity Assessments, 43, 50–1
Job Placement Scheme, 260
Job Seeker Compliance Framework, 48, 100
job seekers
- with barriers to employment, 50–1
- payments for, 47–52
Jobs PaTH Internship Program, 49
Jobs, Education and Training Child Care Fee Assistance, 39
Joint Committee of Public Accounts and Audit, 253
judicial decisions, 252
K
Keenan, the Hon Michael MP (Minister), 12
L
language services see interpreter and translation services
learning and development, staff, 261, 267–9, 280
Leon, Renee PSM (Secretary), 8, 12
Lesbian, Gay, Bisexual, Transgender and Intersex (LGBTI) Inclusion Plan 2016–19, 271
letters and forms, 34–5
liabilities, 197, 198
live animal export incident, 125
Location Specific Practice Numbers, 60
Low Income Health Care Card, 113
M
management and accountability, 238–94
Marriage Law Postal Survey, Australian, 24–5
Mature Age Employee Plan 2016–19, 271
Medical Indemnity Insurers, 32
medical indemnity schemes, 77–80
Medicare, 54–61
- card numbers, health provider access to, 254
- claims, 57–9
- digital and online services statistics, 31
- eligibility, 55
- enrolments, 55
- feedback on services, 161
- health professional provider numbers, 60
- performance against service commitments, 155–7
- performance results, 178–85
- services delivery methods, 17–31
- statistics 2017–18, 58–9
Medicare Compensation Recovery, 61
Medicare Entitlement Statements, 55
Medicare Online accounts, 72
Medicare Safety Net, 25, 56
Midwife Professional Indemnity Scheme, 80
migrants, 119
- see also multicultural and multilingual services; refugees and humanitarian entrants
Minister for Human Services, 12
mobile apps, 28
Express Plus, 28, 72, 110, 115
myGov Access, 27
Mobile Authentication Pattern for mobile apps, 27
Mobile Service Centres, 18–19
Mobility Allowance, 26, 43
Modernising Health and Aged Care Payments Services Program, 147
money management services, 106–12
- Centrepay, 109
- Financial Information Service, 107–8
- Income Management, 110–12
- Rent Deduction Scheme, 109
- tax deduction service, 109
motor vehicle leasing, 301
Multicultural Access and Equity Policy, 116
multicultural advisory forums and committees, 163
multicultural and multilingual services, 116–20
- smart centres, 22
Multicultural Service Officers, 92, 116, 118
Multicultural Servicing Strategy 2016–19, 116–17
mutual obligation requirements, 48–9
My Health Record, 86, 87, 150
myGov, 26–8, 72, 115
- shopfronts, 18
myGov Access mobile app, 27
myGov Virtual Assistant, 28
N
National Authentication Service for Health, 87
National Bowel Cancer Screening Program, 70
National Disability Insurance Scheme (NDIS), 26, 45, 150
National Disability Strategy 2010–2020, 285
National Emergency Call Centre Surge Capability, 125
National Graduate Program, 265
National Health Funding Administrator Payments System, 80, 150
National Indigenous Coalition, 105
National Redress Information Line, 91
National Redress Scheme for institutional child sexual abuse, 94–5
National Security Hotline, 125
National Social Security Rights Network, 163
natural disasters, 100, 120–5
New Zealand Non-protected Special Category Visa Holders, disaster recovery payments for, 122
Newborn Upfront Payment and Newborn Supplement, 40
Newstart Allowance, 26, 47–8, 49
No Jab No Pay policy, 71
non-salary benefits, 301
O
Office of the Australian Information Commissioner, 287
older Australians
- payments for, 45–7
- subsidies and supplements for, 73–4
One-stop Shops, 17–18
online services, 25–35
- Centrelink Confirmation eServices, 30
- claiming, 84, 191–2
- electronic document scanning, 35
- electronic messaging, 28
- enhancements to, 29, 142–3
- Express Plus mobile apps, 28
- for health professionals, 32–3
- Income Stream Reviews, 29–30
- letters and forms, 34–5
- myGov, 26–8, 72, 115
- personal details updates, 29
- Pharmaceutical Benefits Scheme claiming, 84
- social media, 35
- statistics 2017–18, 31
Operational Privacy Policy, 241
optical surveillance, 137
Orange Cards, 62–3
organ donation, 72
organisational structure, 8–9
outcomes, 16
overpayments, 132
overview, 2–13
P
Paid Parental Leave Scheme, 40
Parental Leave Pay, 26, 40
Parenting Payment, 26, 39, 49
ParentsNext Program, 42
parliamentary inquiries, 253, 254–7
partnerships and collaboration, 283–4
pathology services, 60
Payment and Service Finder, 26
payments
- accuracy, 29, 131–4
- decisions review, 249–50
- delivery methods, 17–35
- Department of Veterans’ Affairs health services, 62–3
- discrepancies, 133
- emergency response, 120–5
- families, 39–42
- infrastructure transformation, 142–3, 191–2
- job seekers, 47–52
- older Australians, 45–7
- online claiming, 26
- portability, 112
- students, 53
PBS Safety Net, 83
Pensioner Concession Card, 113
Pensioner Education Supplement, 53
performance against service commitments, 154–7
performance management, staff, 263
performance pay, 301
performance report, 166–92
- analysis, 190–2
personal details, updates to, 18, 29, 128
personal information see customer records and personal information
personal information requests, 287
Pharmaceutical Benefits Scheme (PBS), 82–5
- approved suppliers, 85
- eligibility, 83
- Indigenous communities access, 83
- oversupply of medicines, 85
- payment and service statistics 2017–18, 82
- travelling with PBS medicines, 84
phone services, 21–5
- service improvements, 21
portfolio, 12–13
Practice Incentives Program, 66–9
Practice Nurse Incentive Program, 69
Premium Support Scheme, 78
Prescription Shopping Program, 85
prisoners, services for, 97
privacy, 241
Private Health Insurance Rebate, 64–5
PRODA online authentication system, 32
program and project management, 246
programs, 16
property portfolio, departmental, 278
Protective Security Policy Framework, 279
Provider Digital Access, 150
public interest disclosures, 246
public tip-offs, 130
purchasing, 280–2
purpose, 7
R
readability of written materials, 34
real estate valuations, 47
rebates
- breast prostheses, 63
- private health insurance, 64
Reconciliation Action Plan 2018–22, 262
record keeping, 240
RecruitAbility scheme, 272
recruitment, 264–5
refugees and humanitarian entrants, 118, 119
regulatory reform, 243
Relationship Survey results, 159
remote communities see rural, regional and remote communities
Remote ICT Capability Enhancement (RICE) project, 20
Remote Servicing Model, 102–4
Rent Assistance, 113
Rent Deduction Scheme, 109
Residential Care, 73–4
Residential Care Packages, 47
resource statements, 303–4
responsible Minister, 12
retention, staff, 277
risk management, 239
role and functions, 7
Royal Australian College of General Practitioners, 32
Run-off Cover Indemnity Scheme for doctors, 78
Run-off Cover Support Payment, 79
Rural Procedural Grants Program, 76
rural, regional and remote communities, 22
- Agents and Access Points, 20
- health programs, 76
- Mobile Service Centres, 18–19
- payments and services, 100–3
- Pharmaceutical Benefits Scheme access, 83
- Remote Servicing Model, 102–4
S
salary ranges, staff, 300–1
Satisfaction Research Program, 158
scams and identity theft, 127
School Enrolment and Attendance Measure (SEAM), 41
science, technology, engineering and mathematics (STEM) graduates, 265
Seasonal Work Incentives Trial, 49
Secretary, 10
- review, 2017–18, 3–5
security plans and policies, 279
senior executive service remuneration, 302
senior leadership, 8–9, 10–11
senior management committees, 244–5
serious non-compliance and fraud, 135–40
service centres, 18–20
service commitments, 154–7
Service Delivery Committee, 245
service delivery transformation
- Chief Citizen Experience Officer (CCXO), 145–6
- health and aged care payment systems, 147
- student payments, 144
- Veteran Centric Reform measure, 147
- Welfare Payment Infrastructure Transformation (WPIT), 142
Service Incentive Payments, 67
service recognition, staff, 266
Service Skills Learning Program, 268–9
service systems stability, 148
services
- digital health, 86–7
- electronic messaging, 28
- enhancements, 191–2
- feedback on, 155–62
- mobile apps, 27–8
- online and digital, 25–35
- service centres, 18
- telephone, 21–5
shared services, 279
Short Term Restorative Care, 73–4
Sickness Allowance, 26, 43
significant non-compliance issues, 196
Small Business Superannuation Clearing House, 92
small businesses
- phone services, 25
- procurement, 282
smart centres, 21–3
- multilingual, 22
- rural and remote, 22
- targets and results for 2017–18, 23
SMS messaging, 28
social media, ii, 35
Social Security and Welfare (Program 1.1), 16, 36–53
- claims processed, 36–8
- families, 39–42
- job seekers and students, 47–53
- older Australians, 45–7
- people with disability and carers, 43–5
- performance against service commitments, 155–7
- performance results, 167–77
Social Security Income and Assets Tests, 46
social welfare payment decisions review, 249–50
social work services, 98–100
Special Benefit, 49, 53
specialist services, 91–2
staff
- awards and recognition, 248, 266
- cadets, 265
- diversity, 271–6, 285, 298–9
- engagement, 259
- graduates, 264–5
- Indigenous, 262, 264–5, 276, 299
- learning and development, 261, 267–9, 280
- performance management, 263
- profile, 277, 296–9
- recruitment, 264–5
- salary ranges, 300–1
- statistics 2017–18, 296–302
- turnover and retention, 277
Stakeholder Consultative Group, 164
state and territory government agencies, partnerships with, 125, 149–50, 283
statement of financial position, 197
Status Resolution Support Services Payment, 119
Stillborn Baby Payment, 41
Stoma Appliance Scheme, 65
strategic workforce planning, 260
students
- payment automation, 142, 144
- payments for, 53
subsidies and supplements
- aged care providers, 73–5
- medical products and services, 64–5
suicide and self-harm, 98
superannuation programs, 92–3
surveys, satisfaction, 159
systems planning and stability, 148
T
Taskforce Integrity, 130
Tasmanian Freight Equalisation Scheme, 112
tax deduction service, 109
Technology Plan 2016–20, 148
telecommunications services contract, 149
Terrell, Mr Kim (Australian Hearing), 12
Transactional Survey results, 159
Transition Care, 73–4
translation services see interpreter and translation services
transport equalisation schemes, 112
tribunal appeals, 252
Tropical Cyclone Debbie, 121–2, 124
Tropical Cyclone Marcia, 124
turnover and retention, staff, 277
two-factor authentication, myGov, 27
U
urgent payments, 114
V
Veteran Centric Reform, 147
veterans, 20
- online health care claims, 32
- payments for, 62–3
- service and payment delivery transformation, 147
Veterans Information Service, 20
Veterans’ Information Kiosks, 20
Virtual Assistants, online, 28, 36
visiting medical practitioners, 80
volunteering, 270
vulnerable people, services for, 94–7
W
website, ii
Welfare Payment Infrastructure Transformation (WPIT), 142–3
White Cards, 62–3
Wi-Fi access, service centres, 17
work health and safety, 288–90
- claims data 2017–18, 289
Workforce Management Committee, 245
workforce planning, 260
Workplace Accessibility Plan 2016–19, 271
Workplace Bullying Prevention Kit, 261
workplace giving, 270
Y
young people see children and young people
Youth Allowance, 26, 48, 49
Youth Allowance (Student Program), 53
Youth Protective Assessments, 97
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https://www.transparency.gov.au/annual-reports/department-human-services/2018/part-8-appendices/index