The Department of Human Services' transformation into Services Australia has gone up a gear, with Minister Stuart Robert announcing a senior NSW bureaucrat will be responsible for drawing up a strategic plan for the new agency.
In the weeks after the May election, Prime Minister Scott Morrison announced the new look for Human Services, which will become a one-stop shop for interacting with the federal government, and gave Mr Robert the title of Minister for Government Services.
Martin Hoffman, most recently secretary of the NSW Department of Finance, Services and Innovation, has been named as the man to deliver a plan to push the reform forward.
Mr Robert said Mr Hoffman and his team would develop the strategic plan over the next six weeks, although a timeline for the actual transition to Services Australia hasn't been confirmed.
The appointment confirms the government is continuing to look closely at the Service NSW model for inspiration, which the Prime Minister had already signaled.
"He brings a wealth of experience to the role, including an extensive understanding of Service NSW's customer-centric design, as well as a strong background in successful delivery of customer-focused services," Mr Robert said of the bureaucrat.
As well as his years in the NSW public service, Mr Hoffman has federal experience including leading whole of government digital transformation at the Department of Industry and Science, as well as experience at Prime Minister and Cabinet and the private sector.
The new minister has given a department that has been plagued by IT failures and over-spends the ambitious goal of being as easy to deal with as online banking and retail.
"In those important moments when Australians reach out for government services they rightly expect a simple and seamless interaction," Mr Robert said.
Services Australia will be outcomes focused and will put in place the right structure needed to deliver that experience.
"Whether Australians are accessing government services digitally, in person or over the phone, in the future I want Services Australia to deliver a similar experience to what Australians are used to when dealing with everyday services, such as banking and shopping."
A task force made up of internal Human Services staff has also been created to support the creation of the strategic plan and the move to the new agency model.