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Part 5: Services to the Community - Social Security and Welfare

An elderly couple in kitchen area with two grandchildren. The man is in the background leaning on a bench and using a tablet. The woman is sitting at a table helping the two children helping them fill in paperwork, possibly school homework.

The department supports the Australian community by facilitating customers’ access to social security and welfare payments for families, people with disability, carers, older Australians, job seekers and students.

In 2018–19, the department delivered a new technology platform that will transform the online claim experience for our customers. The new platform was built using customer‑centric co‑design techniques. During the year several types of claims, including job seeker, Age Pension, concession card, Carer Payment, Carer Allowance and Parenting Payment online claims, were transitioned onto the platform.

The new platform makes it easier and more convenient for customers to do business with the department. The customer experience has been enhanced in several ways:

  • Customers are now using online claim forms that feature dynamic questions and have an enhanced look and feel
  • Plain English standards and readability guidelines have been used to ensure that materials can be easily followed
  • Nominees can now access and submit online claims on behalf of customers.
  • The platform has new mobile‑responsive screen views so that customers can seamlessly switch between desktop and mobile devices
  • Enhanced digital assistance enables customers to remain in the digital channel for static and conversational information
  • The platform uses behavioural analytics software to identify opportunities for further customer experience enhancements.

The department also reinvigorated how customers can find payments and services on the new platform. The Payment Finder and Service Finder have been combined into one product, the Payment and Service Finder, making it easier to navigate and use. The product has been further optimised to allow information and questions to be presented in simplified Chinese as well as in English, supporting many of our culturally and linguistically diverse customers.