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3.1 How the department delivers payments and services

As the primary service delivery agency, the department provides access to critical health and welfare services and connects people with opportunities in the Australian economy. The department is working to deliver seamless and efficient government services for all Australians. Flexible access to services is a key priority for the department. Our customers are able to interact with the department in a variety of ways, including:

  • face‑to‑face through Service Centres, Mobile Service Centres and Access Points
  • by telephone
  • online through myGov, Health Professional Online Services (HPOS) and Provider Digital Access (PRODA)
  • by using Express Plus mobile apps.

The department is adapting its delivery methods to meet customers’ expectations for a convenient digital service, alongside the one‑on‑one support provided by Service Centres and over the phone. In 2018-19 digital assistants responded to over 4.6 million customer enquiries.

The department continues to transform and streamline service delivery. In 2018–19, a range of user improvements were introduced to further enhance the services and functionality within HPOS, making it simpler and easier for health professionals to interact with the department.