The Department of Human Services (DHS) has won an award for transforming service delivery by integrating its online services and developing mobile apps.
DHS was awarded the International Social Security Association Good Practice Award this week at the Regional Social Security Forum for Asia and the Pacific in Muscat, Oman.
Human Services Minister Stuart Robert said the Department won the award for improving the quality and accessibility of social services for millions of Australians through its recent service delivery reforms and development of online services.
“The International Social Security Association (ISSA) was particularly impressed with online services like myGov and the mobile apps,” Mr Robert said.
“We now have more than eight million customers registered to use government services through myGov and more than five million downloads and over 80 million transactions made through the mobile apps.”
Mr Robert said Australia was seen as a leader in the Asia Pacific region in using new technology to deliver services and support Australians who were vulnerable and isolated through outreach services such as Community Engagement Officers and Mobile Service Centres.
“It is wonderful for Australia to be recognised with this award,” he said. “Improving efficiency and reliability and reducing complexity for customers is at the heart of our reforms, including the recently announced overhaul of the welfare payment ICT system.
“The International Social Security Association Good Practice Award recognises excellence in administration, which is the foundation for inclusive and sustainable social security.”
ISSA said the Department of Human Services was awarded for its “ambitious service transformation program.”
“The project details the transformation of the delivery of social welfare services in the country, moving from a traditional approach provided through three separate service agencies to a single and secure client-centred government service with comprehensive digital online support,” said the Association.
“In addition to integrating the three agencies and providing improved access to online services for Australians, the reform of service delivery included dedicated assistance to customers who have difficulty accessing government services.
“Supported by a robust ICT platform and the proactive involvement of staff in the design of business systems, processes and control structures, the transformation programme has resulted in a simplified and better-managed delivery system.”
The Republic of Korea’s National Pension Service also won a Good Practice award for its program to protect the pension rights of workers through social security agreements with other countries.
The awards are held every three years and this year attracted 48 entries from 16 countries.
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