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Federal
Non-corporate Commonwealth Entity
Finance and Treasury

Services Australia

Portfolio: Finance

https://www.servicesaustralia.gov.au/

Annual Budget

$8.8B

2026-27 Budget (Budget Paper No. 4)
-0.3%vs prior year ($8.8B)
Total Revenue

$6.2B

2024-25 Total Revenue
Staff

32,500

Headcount (2024-25)
Major Digital Projects
13

Digital ID Program

Department of Finance

Tier 1
DCA: Medium-High
Active

Total Budget

$408.2M

Digital Budget

$187.8M

July 2023June 2026

The Digital ID program aims to provide Australians with a secure, convenient, voluntary and inclusive way to prove their identity online. Key components include a legislative framework, an Accreditation Scheme, and the Australian Government Digital Identity System. The program will also focus on increasing public awareness and adoption across government and the private sector.

Election Systems Modernisation Program (Indigo)

Australian Electoral Commission

Tier 1
DCA: Medium
Active

Total Budget

$NFPM

Digital Budget

$NFPM

January 2020June 2029

The Indigo Program aims to modernise core ICT infrastructure and systems of the Australian Electoral Commission (AEC) to deliver integrated, secure and modern electoral services that meet community needs and expectations into the future. The replacement of legacy systems with modern technology and infrastructure will enhance and bolster the AEC’s ability to manage security risks and strengthen Australia’s ongoing democratic resilience. Tranche 1 has been delivered, and Tranche 2A is scheduled to be completed in 2027. The AEC will seek authority to come back for a future budget request to undertake Tranche 2B.

Funding and Disclosure Reform Program

Australian Electoral Commission

Tier 1
DCA: Medium
Active

Total Budget

$NFPM

Digital Budget

$NFPM

March 2025June 2028

The purpose of the AEC is to maintain an impartial and independent electoral system for eligible voters. As part of this, the AEC regulates the Commonwealth Funding and Disclosure Scheme. The government has introduced legislative amendments to address recommendations of the Joint Standing Committee on Electoral Matters (JSCEM) related to this scheme. The Funding and Disclosure Reform Program was established in March 2025 to enable the AEC to implement the legislative amendments to the scheme. Under the program, the AEC will develop modern, agile and scalable IT platforms, uplift AEC capability, policy and processes consistent with its evolving regulatory role, and deliver a comprehensive package of communications and guidance to support stakeholders transition to new legislative obligations.

Health Delivery Modernisation (HDM)

Services Australia

Tier 1
DCA: Medium-High
Closed

Total Budget

$487.6M

Digital Budget

$194.4M

July 2018September 2025

The HDM Program stabilised, modernised and transformed the health payments system that underpins Medicare, the Pharmaceutical Benefits Scheme and other health-related programs. The HDM Program delivered new digital health services and established new health transformation capabilities to strengthen and modernise digital health across Australia’s healthcare settings, platforms and systems.

Parliamentary Expenses Management System (PEMS) Enhancement Project

Department of Finance

Tier 2
DCA: Medium-High
Active

Total Budget

$11.2M

Digital Budget

$10.6M

July 2024June 2026

The PEMS is a digital solution for the management and reporting of human resources and payroll, as well as office and travel expenses for parliamentarians, their staff and the administering agencies. The Enhancement Project is a 2-year initiative that will deliver improvements and efficiencies to the functionality of PEMS.

Polling Place Technology Project

Australian Electoral Commission

Tier 2
DCA: High
Closed

Total Budget

$15.5M

Digital Budget

$15.5M

January 2022June 2025

This project is delivering enhanced technology to enable expansion of voter and polling place technology, through up to 10,000 laptops accessing an electronic copy of the electoral roll, called an Electronic Certified Lists. Electronic Certified Lists are portable computers deployed to polling places as a replacement to paper certified lists. The program is trialling a ‘digital officer in charge return’ at selected polling locations, which allows results to be transmitted directly into the AEC election management system.

Safely Connecting Australians with Support

Services Australia

Tier 2
DCA: Medium-High
Active

Total Budget

$49.5M

Digital Budget

$25.6M

July 2024June 2026

Enhancements to the myGov platform to continue to respond to the findings of the Critical National Infrastructure myGov User Audit. This includes enhancements to the myGov support tool, strengthening myGov fraud detection capabilities, improving the myGov inbox and other communication capabilities, and supporting users to better secure their myGov accounts.

Improving transparency of procurement data to support the Buy Australian Plan

Department of Finance

Tier 3
Active

Total Budget

$9.9M

Digital Budget

$9.9M

October 2023July 2027

This initiative supports the implementation of the Buy Australian Plan by improving the transparency of Australian Government procurement activity through enhanced AusTender capabilities, including the establishment of a dedicated and integrated panel supplier portal. It is also improving AusTender’s reporting capability to increase transparency.

Overseas Health Practitioner Digital Registration Project (OHPDR)

Services Australia

Tier 3
Active

Total Budget

$15M

Digital Budget

$7.7M

July 2024February 2026

Australia is facing a shortage of key healthcare practitioners, putting the health system and existing workforce under pressure. Australians – especially those living in rural and remote areas – are finding it increasingly difficult to access healthcare. Services Australia is delivering the OHPDR as part of the 2024–25 Budget Measure ‘Health workforce’. This is implementing Recommendation 2, Automate the issuance of Medicare provider numbers, of the Final Report of the Independent Review of Australia’s Regulatory Settings Relating to Overseas Health Practitioners. The report, endorsed by National Cabinet, made recommendations to improve health practitioner registration, skill and qualification recognition for overseas trained health professionals and international students who have studied in Australia.

Response to Services Australia Budget and Efficiency Review – the Cyber Security Uplift Project (CSUP)

Services Australia

Tier 3
Closed

Total Budget

$NFPM

Digital Budget

$NFPM

July 2024June 2025

The CSUP was established to address immediate agency cyber security risk and improve its cyber security maturity.

Service Delivery Office Security and Reliability

Department of Finance

Tier 3
Active

Total Budget

$12M

Digital Budget

$12M

July 2024June 2026

The Security and Reliability program will deliver necessary ICT upgrades with a focus on cyber and data capabilities to maintain the security and reliability of the Service Delivery Office, systems which provide corporate shared services to 16 client entities across the APS.

Services Australia Improved Safety for Staff and Customers Phase 2

Services Australia

Tier 3
Active

Total Budget

$362.2M

Digital Budget

$109.8M

July 2024July 2026

The project is implementing recommendations of the Security Risk Management Review to strengthen security and safety measures for Services Australia staff and customers. The 2024–25 Budget committed an additional $314.1 million over 2 years to implement some of the remaining recommendations of the review in full, strengthening security and safety measures to achieve sustained benefits for Services Australia staff and customers (Phase 2). A total of 14 review recommendations will be implemented in full with government funding (via 7 registered projects) and the remaining 30 recommendations with existing agency resources.

Strengthening Medicare - Chronic Wound Consumables Scheme for Patients with Diabetes

Services Australia

Tier 3
Active

Total Budget

$16.7M

Digital Budget

$10.4M

June 2023June 2026

This project is improving the management of wounds for patients in primary care settings by providing education and training for healthcare professionals and providing fully subsidised wound consumable products to people with chronic wounds. The pilot phase of this project is limited to people with a chronic wound and diabetes who are aged 65 and over (or aged 50 and over for First Nations people). If the pilot is successful, the program may be expanded to all Australians with chronic wounds.

People this department serves
All cohorts & journeys

The citizen cohorts and life-event journeys that touch this department, drawn from the department_links mapping in the citizen-voice-journeys corpus.

Ideas relevant to this department

62 tagged

Reform proposals on YourGov that name this department as a delivery partner — drawn from citizen voice, government strategy, research, international examples and gap analysis.

STRATEGY SUMMARY

To support Australians by efficiently delivering high-quality, accessible services and payments on behalf of government

VISION

To make government services simple so people can get on with their lives

Corporate Plan 2025-26 · p.16

PURPOSE

To support Australians by efficiently delivering high-quality, accessible services and payments on behalf of government

Corporate Plan 2025-26 · p.16

Strategic priorities

· 6

Outcomes

· 1

Outcome 1: Deliver high-quality, accessible services and payments to individuals, families, businesses and partner agencies on behalf of government; with a focus on contemporary service delivery and customer experience

Deliver high-quality, accessible services and payments to individuals, families, businesses and partner agencies on behalf of government, with a focus on contemporary service delivery and customer experience.

KEY ACTIVITIES

  • Design and deliver government services to Australians through a range of service delivery channels including face to face, telephony and digital and protect the integrity of government outlays
  • Deliver quality government services and payments to Australians

Values

· 4

Simple

Helpful

Respectful

Transparent

Performance measures

· 8

CodeMeasureTarget 2025-26Latest resultStatus

SPM 3

Administrative correctness of payments

≥98%

Corporate Plan 2025-26 · p.22

98.1%

Annual Report 2024-25 · p.19
Achieved

SPM 4

Customers served within 15 minutes

≥70%

Corporate Plan 2025-26 · p.23

58.6%

Annual Report 2024-25 · p.19
Partially achieved

SPM 5

Work processed within timeliness standards

≥90%

Corporate Plan 2025-26 · p.24

92.4%

Annual Report 2024-25 · p.19
Achieved

SPM 6

Availability of digital channels

≥99%

Corporate Plan 2025-26 · p.25

99.7%

Annual Report 2024-25 · p.19
Achieved

SPM 7

Customer interactions through digital services

≥90%

Corporate Plan 2025-26 · p.27

95.2%

Annual Report 2024-25 · p.19
Achieved

SPM 1

Customer satisfaction

77.9 out of 100

Annual Report 2024-25 · p.19
Substantially achieved

SPM 2

Customer trust

77.2 out of 100

Annual Report 2024-25 · p.19
Achieved

SPM 8

Cost per payment dollar administered

2.02%

Annual Report 2024-25 · p.19

Ideas distilled from this entity's strategy & evidence

· 8

Citizen Services

Streamline payment verification process

Reduce verification time for payments by implementing a more efficient digital verification process.

Impact: Medium
Effort: Medium
Small

2024-25.pdf

Citizen Services

Improve digital service channel efficiency

Enhance the digital service channels to improve response times and service quality.

Impact: High
Effort: High
Large

2024-25.pdf

Citizen Services

Reduce telephony response time

Implement a new queuing system to reduce wait times for phone support.

Impact: Medium
Effort: Low
Small

2024-25.pdf

Citizen Services

Ensure 100% digital channel availability

Achieve 100% uptime for all digital service channels to enhance user experience.

Impact: High
Effort: High
Large

2024-25.pdf

Risk & Assurance

Adopt overseas fraud detection methods

Implement advanced fraud detection methods used in other countries to reduce fraudulent claims.

Impact: Very High
Effort: High
Large

association-worldbank.org-governance.txt

Capability Building

Enhance staff training program

Revise and expand the staff training program to improve service delivery.

Impact: Medium
Effort: Medium
Small

2025-26.pdf

Case Processing

Reduce payment processing time

Implement process improvements to reduce the time taken to process payments.

Impact: High
Effort: Medium
Small

2024-25.pdf

Data & Performance

Achieve 100% digital service uptime

Ensure 100% uptime for all digital services to provide uninterrupted access.

Impact: High
Effort: High
Large

2024-25.pdf

Citizen Services

Streamline payment verification process

Reduce verification time for payments by implementing a more efficient digital verification process.

Impact: Medium
Effort: Medium
Small

2024-25.pdf

Citizen Services

Improve digital service channel efficiency

Enhance the digital service channels to improve response times and service quality.

Impact: High
Effort: High
Large

2024-25.pdf

Citizen Services

Reduce telephony response time

Implement a new queuing system to reduce wait times for phone support.

Impact: Medium
Effort: Low
Small

2024-25.pdf

Citizen Services

Ensure 100% digital channel availability

Achieve 100% uptime for all digital service channels to enhance user experience.

Impact: High
Effort: High
Large

2024-25.pdf

Risk & Assurance

Adopt overseas fraud detection methods

Implement advanced fraud detection methods used in other countries to reduce fraudulent claims.

Impact: Very High
Effort: High
Large

association-worldbank.org-governance.txt

Capability Building

Enhance staff training program

Revise and expand the staff training program to improve service delivery.

Impact: Medium
Effort: Medium
Small

2025-26.pdf

Case Processing

Reduce payment processing time

Implement process improvements to reduce the time taken to process payments.

Impact: High
Effort: Medium
Small

2024-25.pdf

Data & Performance

Achieve 100% digital service uptime

Ensure 100% uptime for all digital services to provide uninterrupted access.

Impact: High
Effort: High
Large

2024-25.pdf

Legislation administered

· 10

Act

1973

Human Services (Medicare) Act 1973

Administers Medicare services and payments.

Act

1991

Social Security Act 1991

Administers social security payments and services.

Act

1991

Child Support Act 1991

Administers child support payments.

Act

1940

Pharmaceutical Benefits Act 1940

Administers the Pharmaceutical Benefits Scheme.

Act

1973

Health Insurance Act 1973

Administers Medicare and private health insurance.

Act

1981

Disability Support Pension Act 1981

Administers the Disability Support Pension.

Act

1990

Age Pension Act 1990

Administers the Age Pension.

Act

2012

Parenting Payment Act 2012

Administers Parenting Payments.

Act

2020

JobSeeker Payment Act 2020

Administers JobSeeker Payment.

Act

2010

Healthcare Identifiers Act 2010

Manages healthcare identifiers for individuals.

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