Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
CATEGORIES
NOTES
Beneficiaries: Citizens / service users. Source: global-intelligence/source-text/consulting-deloitte.com-government-public.txt. Evidence: Evidence-backed. Implementation: Pick one high-volume process or document family.; Name an owner and baseline current volume, time, cost, and satisfaction.; Run a 4-8 week pilot with clear before/after metrics.
When someone dies, the family notifies one agency and it flows to all of them (ATO, Medicare, Centrelink, DVA, state government). One form, not twelve. Start with a pilot between two agencies.
Veteran claims wait-time public dashboard
Veteran claims wait-time public dashboard How: DVA publishes wait times by claim type monthly. Outcome: Operationalises the $800M Royal Commission response.
Veteran advocacy workforce funding boost
Veteran advocacy workforce funding boost How: Expand existing free veteran advocacy program. Outcome: Advocacy workforce is the binding constraint on claim processing.
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.