Strategic planning for Services Australia commences

By Dylan Bushell-Embling
Tuesday, 16 July, 2019

Strategic planning for Services Australia commences

The federal government has appointed former NSW Department of Finance, Services & Innovation (DFSI) secretary Martin Hoffman to develop the strategic plan for Services Australia, the planned new whole-of-government service delivery agency.

Hoffman will lead a strategic team tasked with developing a plan for the establishment of Services Australia and developing a model for improving the way Australians engage with government.

Services Australia will be modelled after Service NSW, the whole-of government digital service delivery agency established in 2014. Service NSW operates within the DFSI portfolio and provides services including births, deaths and marriages, roads and maritime services, energy rebate information and small business support.

Minister for Government Services Stuart Robert said Hoffman’s former position as secretary of the NSW DFSI gives him an extensive understanding of Service NSW’s customer-centric design.

“I am excited to make this announcement today, as Services Australia will bring in a new era in customer service, focused on the needs and expectations of all Australians dealing with government,” he said.

“Over the next six weeks, Mr Hoffman and his team will develop a comprehensive strategic plan to deliver on our commitment to service delivery reform for the benefit of all Australians. In those important moments when Australians reach out for government services they rightly expect a simple and seamless interaction. Services Australia will be outcomes focused and will put in place the right structure needed to deliver that experience.”

The government announced plans to establish Services Australia in May, under the Department of Human Services’ portfolio. Prime Minister Scott Morrison appointed Robert as the inaugural dedicated minister for the new organisation.

The new agency is likely to play a key role in delivering the government’s digital service reforms such as the myGov online services portal and the MyGovID whole-of-government digital identity system.

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