The overhaul to the Commonwealth government's largest agency will bring "reimagined" Centrelink shopfronts and a change in work for call centres, Government Services Minister Stuart Robert is expected to say today.
Mr Robert plans to reveal more of the Coalition's vision for its service delivery reboot on Friday morning, announcing a contract with multinational technology company Infosys for IT calculating millions of welfare payments each day.
Shopfronts would be more "friendly" and "welcoming", and the government would remove the need for customers to call Centrelink with simple questions, the minister is expected to tell IT peak group the Australian Information Industry Association.
"We are addressing the current demand on call centres to remove the need for people to call us to check, for example, on the status of their applications or on the correct submission of documentation," Mr Robert will say.
"This will enable us to free up capacity to better serve the people who need to talk to us about their complex issues."
The Infosys deal will bring technology helping the department overseeing Centrelink shed flaws in its IT, he is expected to say.
Services Australia, formerly the Human Services Department, is stripping back behind-the-scenes operations found to thwart efforts to improve services, Mr Robert is expected to say.
In his speech he will admit to the problems that have held the public sector back from delivering "a delightful customer experience".
Front line staff have struggled with "agency boundaries, technology deficits and a focus on different KPIs and metrics".
The government is removing "red tape" and impediments grounded in "lore" rather than "law", he is expected to say.
Mr Robert will also promise better digital services brought together on a "single pane of glass".
"They include reminders, notifications, tell-us-once, pre-filling, secure email, claim tracking, wallet, digital identity and others to deliver seamless services, tailored around the needs, circumstances and life events of our customers."
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A copy of his speech confirms Services Australia will redesign its work with a focus on life events.
The Commonwealth has started working with the ACT, NSW and Queensland governments to simplify and integrate services required at the birth of a baby, Mr Robert will say.
It is overhauling Services Australia in a series of 90-day "sprints" involving fortnightly check-ins from the minister.
"I will personally continue to be present every fortnight, to check in with the department, for as long as it takes to drive this change," he will say.
"While many of you in the private sector are used to quarterly cycles, these sprints are not about financial performance, but about focusing on delivering the right, measurable outcomes and then taking on the next steps of our journey."
Prime Minister Scott Morrison elevated Commonwealth service delivery to the top of the Coalition's agenda shortly after its May election victory and put his ally Mr Robert in charge of the project.
The government recruited NSW bureaucrat Martin Hoffman to plan its reforms, part of Mr Morrison's bid to focus the public service on "quiet Australians".