Improved usage for Dept Human Services website


Thursday, 16 November, 2017

Improved usage for Dept Human Services website

An upgrade to the Department of Human Services website has attracted a 7% increase in traffic, according to initial analysis.

Since the website went live at the end of August, there has also been a 2% increase in the time spent on the website.

The government believes that the improved search function on the website is directing people to the information they need faster and more easily. Notable figures include:

  • a 150% increase in the proportion of people using search and a 23% increase in the number of searches overall;
  • a 44% increase in the average number of pages people viewed after running a search, suggesting they are finding the information they need; and
  • a 9% reduction in the number of people using the website that finished their browsing on the ‘phone us’ page.

Minister for Human Services Alan Tudge said the changes have already made significant improvements for users.

“The website redesign is making it easier and faster for people to find the information they need, when they need it,” he said.

“On many occasions people call the department when they simply do not need to because the answer to their question is readily available on the website.

“By improving the usability of the website, we are reducing the need for people to call or visit a service centre, which, over time, will help reduce wait times.”

The website reform is one part of the government’s service delivery transformation which also includes the billion-dollar Welfare Payment Infrastructure Transformation (WPIT) program, a new $600 million telephony system, streamlining claim processes, 250 new call centre staff and other measures to reduce call wait times.

Image credit: ©stock.adobe.com/au/Denys Rudyi

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