Improving digital service delivery

We're helping the public and private sectors take a proactive approach to transforming service delivery in the digital era, improving the customer experience and boosting productivity.

The Challenge

Providing better services to customers

The emergence of the digital economy has many implications for the both the public and private sector, but perhaps one of the greatest is that almost anything can now be measured and, by extension, better managed.

The challenge is identifying what data will help improve a service outcome – particularly when seeking to better meet customers’ needs without compromising their rights to privacy and informational security.

This is particularly true for organisations like the Department of Human Services, which interacts with millions of Australians every day and manages payments worth over a third of the overall federal Government’s budget.

HSDRA outcomes: Outcomes of the Human Services Delivery Research Alliance

Show transcript

[Music plays as world globe appears on screen.  Image focusses in on Australia]

Narrator:  Australia's Department of Human Services provides support, payments and rebates to nearly every Australian at some point in their lives.

[Image shows animated model of suburban streets and buildings]

One of the Department’s biggest priorities is delivering its’ services digitally through websites, apps and other self-service channels. 

[Image shows pictures of digital technology popping up above suburb model]

It’s faster and more convenient for everyday citizens, freeing up staff to devote more resources to those customers who most need help.

However, going digital isn’t just a matter of flicking a switch. 

[Image shows model thrown into darkness and sounds of technology winding down]

The health and welfare payment system is both complex and critical and impacts on individuals, businesses and entire communities.

[Image shows animation of people disappearing and technology appearing.  Image changes back to suburban model with animated words flying around]

In 2009 the Department of Human Services with CSIRO to form the Human Services Delivery Research Alliance.

[Image shows animation of various people working together]

CSIRO brought in researchers from a range of disciplines, such as data analytics, psychology and geospatial modelling.  Their goal, to figure out how to bring the health and welfare payment system into the digital era.

[Image moves to show a calendar ticking over]

The Alliance ran for five years, completing 21 projects including devising new tools to help connect with customers on social media,

[Image shows animation of people using social media]

improving awareness of mobile apps by 25 percent, through research tested motivational messages,

[Image shows animation of various people using various technologies]

making it easier to find information on websites, by analysing how people use them, and developing software that delivers accurate, comprehensive, situational awareness about natural disasters or emergencies.

[Image shows animation of house fire.  Image moves to show animation of bushfire]

The Department and CSIRO are already applying our collaborative evidence-based methods to public sector service delivery challenges Australia-wide.

[Image shows map of Australia on a globe]

As the world becomes increasingly digital we’re helping Australia’s governments and citizens get ahead of the curve.

[Music plays as camera pans out to show world globe]

[Australian Government Department of Human Services and CSIRO logos appear on screen]

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Our Response

Transforming services for the digital era

Over the past five years, the Department of Human Services has adopted a leading position in digitally transforming its services for better citizen outcomes. Supporting this transformation has been our partnership with the department, under the Human Services Delivery Research Alliance.

Our work with the Department has established our credentials as leaders in service transformation and applied research for the public sector. We are now looking forward to extending our expertise to achieve service delivery improvements throughout Australia and the world.


Some of the outcomes of the five-year Human Services Delivery Research Alliance.

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