Bundle services around life events so citizens can complete related steps across agencies in one journey.
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ORGANISATIONS
NOTES
Beneficiaries: Citizens / service users. Source: reviews/Final-20Report-20--20Inquiry-20into-20the-20Benefits-20and-20Costs-20Associated-.pdf (https://www.erawa.com.au/sites/default/files/Final%20Report%20-%20Inquiry%20into%20the%20Benefits%20and%20Costs%20Associated%20with%20the%20Provision%20of%20Shared%20Corporate%20Services%20in%20the%20Public%20Sector%20-%2010%20June%202011.PDF). Evidence: Evidence-backed. Implementation: Create a senior responsible owner and cross-functional delivery team.; Map legislation, data, privacy, procurement, cyber, and workforce constraints.; Co-design with users and frontline staff before technology selection.
Cross-agency rule joining welfare payment data + smart-meter consumption to flag at-risk households. Proactively offers rebates, hardship plans and efficiency retrofits without requiring application.
Callback-by-text for Centrelink hold queues
Let people text CALLBACK to a number and get called back when it's their turn. No app needed, works on any phone. Average Centrelink hold time is 30+ minutes; peak waits hit 4 hours.
Pharmacist as benefits navigator
Train pharmacists to ask "Are you on a Health Care Card?" when someone's paying full price for prescriptions. A simple question that could save people hundreds.
"Nearest bulk-billing GP" search
A single, reliable, up-to-date tool showing which GPs near you are bulk billing today. Not a list from 2019. Real-time or weekly updated.