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