{
  "entity_id": "B-004612",
  "folder": "Independent-Advisory-Board",
  "name": "Independent Advisory Board",
  "type": "Advisory Body",
  "jurisdiction": "Commonwealth",
  "portfolio": "Finance",
  "website": "https://www.servicesaustralia.gov.au/independent-advisory-board?context=22",
  "data_status": "rich",
  "completeness": {
    "has_strategy_brief": true,
    "has_strategy_structured": true,
    "has_vision": false,
    "has_kpi_targets": true,
    "has_kpi_results": true,
    "has_strategy_overview": true,
    "has_legislation_text": true,
    "has_legislation_structured": false,
    "has_global_initiatives_text": false,
    "has_ideas": true,
    "has_artifacts": true,
    "n_ideas": 12,
    "n_legislation": 0,
    "n_artifacts": 15,
    "n_kpi_targets": 12,
    "n_kpi_results": 12,
    "n_outcomes": 1,
    "verified_own_data": true
  },
  "strategy_profile": {
    "status": "published",
    "confidence": "high",
    "summary": "To operate the Healthcare Identifiers Service (HI Service) to support safe, secure, and efficient care, with an ecosystem of connected providers conveniently and seamlessly sharing high-quality patient data.",
    "official_site_url": "https://www.servicesaustralia.gov.au/independent-advisory-board?context=22",
    "source_documents": [
      {
        "type": "annual_report",
        "title": "Healthcare Identifiers Service Annual Report 2024-25",
        "url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "period": "2024-25",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "Healthcare Identifiers Service Annual Report 2023-24",
        "url": "https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf",
        "period": "2023-24",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "Healthcare Identifiers Service Annual Report 2022-23",
        "url": "https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf",
        "period": "2022-23",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "Healthcare Identifiers Service Annual Report 2021-22",
        "url": "https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf",
        "period": "2021-22",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "Healthcare Identifiers Service Annual Report 2020-21",
        "url": "https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf",
        "period": "2020-21",
        "confidence": "high"
      },
      {
        "type": "strategie",
        "title": "myGov roadmap",
        "url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-03/15290-2502en.pdf",
        "period": "2025",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "Workplace Gender Equality Agency employer statement",
        "url": "https://www.servicesaustralia.gov.au/sites/default/files/2026-02/wgea-employer-statement.pdf",
        "period": "2026",
        "confidence": "medium"
      }
    ],
    "purpose": {
      "text": "To operate the Healthcare Identifiers Service (HI Service) to support safe, secure, and efficient care, with an ecosystem of connected providers conveniently and seamlessly sharing high-quality patient data.",
      "source_url": "",
      "source_page": 7,
      "source_deep_url": ""
    },
    "vision": null,
    "strategic_priorities": [
      {
        "title": "National Healthcare Interoperability Plan",
        "description": "National Healthcare Interoperability Plan",
        "source_url": "",
        "source_page": 8,
        "source_deep_url": ""
      },
      {
        "title": "Digital Health Blueprint 2023–2033 and associated Action Plan",
        "description": "Digital Health Blueprint 2023–2033 and associated Action Plan",
        "source_url": "",
        "source_page": 8,
        "source_deep_url": ""
      },
      {
        "title": "National Digital Health Strategy 2023–2028 and associated Delivery Roadmap",
        "description": "National Digital Health Strategy 2023–2028 and associated Delivery Roadmap",
        "source_url": "",
        "source_page": 8,
        "source_deep_url": ""
      },
      {
        "title": "National Healthcare Identifiers Roadmap 2023–2028",
        "description": "National Healthcare Identifiers Roadmap 2023–2028",
        "source_url": "",
        "source_page": 8,
        "source_deep_url": ""
      },
      {
        "title": "Australia’s Primary Health Care 10 Year Plan",
        "description": "Australia’s Primary Health Care 10 Year Plan",
        "source_url": "",
        "source_page": 8,
        "source_deep_url": ""
      },
      {
        "title": "Strengthening Medicare Taskforce Report",
        "description": "Strengthening Medicare Taskforce Report",
        "source_url": "",
        "source_page": 8,
        "source_deep_url": ""
      }
    ],
    "values": [
      {
        "name": "safe, secure, and efficient care",
        "description": "",
        "source_url": "",
        "source_page": null
      },
      {
        "name": "connected providers",
        "description": "",
        "source_url": "",
        "source_page": null
      },
      {
        "name": "high-quality patient data",
        "description": "",
        "source_url": "",
        "source_page": null
      }
    ],
    "outcomes": [
      {
        "name": "Outcome 1: Healthcare Identifiers Service",
        "description": "The HI Service is a national system for identifying people, healthcare providers and healthcare organisations. It’s a foundational service for digital health in Australia and ensures health systems match information with the right patient and provider at the point of care.",
        "activities": [
          "assign healthcare identifiers to people, healthcare providers and healthcare organisations",
          "assist people who aren’t eligible for Medicare to link and use the Individual Healthcare Identifier (IHI) Service in myGov",
          "work with Ahpra to maintain a single, complete record of provider healthcare identifiers",
          "administer secure processes for sharing healthcare identifiers with healthcare providers, healthcare organisations and contracted service providers",
          "disclose healthcare identifiers to contracted service providers that help manage health information for healthcare organisations",
          "disclose healthcare identifiers to healthcare providers and healthcare organisations",
          "keep a log of every time a healthcare identifier is accessed or retrieved",
          "maintain the Healthcare Provider Directory (HPD)",
          "share information with key stakeholders about the HI Service",
          "provide ADHA with reports about the finances and operations of the HI Service",
          "supply ADHA with data and analytical information to help identify areas for service improvement for our users."
        ],
        "source_url": "",
        "source_page": 6,
        "source_deep_url": ""
      }
    ],
    "performance_measures": [
      {
        "code": "HI01",
        "measure": "System availability",
        "target": "≥ 99.5%",
        "latest_result": "99.98%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI02",
        "measure": "System responsiveness",
        "target": "response times for external user web services do not exceed a 4 second average",
        "latest_result": "99.97%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI03",
        "measure": "Call centre responsiveness",
        "target": "customer average speed of answer in < 7 minutes",
        "latest_result": "71.43%",
        "status": "Partially achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI04",
        "measure": "Call centre responsiveness",
        "target": "provider average speed of answer in < 2 minutes",
        "latest_result": "72.85%",
        "status": "Partially achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI05",
        "measure": "Online service request",
        "target": "no staff intervention required, and successful validation requests processed within <5 minutes",
        "latest_result": "99.88%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI06",
        "measure": "Online service request",
        "target": "staff intervention required with request resolved within 5 business days from submission",
        "latest_result": "94.16%",
        "status": "Partially achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI07",
        "measure": "Paper form processing",
        "target": "processed within 10 business days of completed application",
        "latest_result": "98.94%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI08",
        "measure": "Outbound correspondence",
        "target": "notification dispatched within 10 business days from receipt of a completed application",
        "latest_result": "98.94%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI09",
        "measure": "Complaints",
        "target": "acknowledged within 5 business days of complaint made",
        "latest_result": "100%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI10",
        "measure": "Complaints",
        "target": "actioned and finalised with 30 calendar days of complaint received",
        "latest_result": "100%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI11",
        "measure": "System incident management",
        "target": "resolved within timeframe applicable to the severity level",
        "latest_result": "100%",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      },
      {
        "code": "HI12",
        "measure": "Online IHI registration",
        "target": "≥ 80% non-Medicare individuals through the IHI myGov Member Service",
        "latest_result": "97.11%",
        "status": "Partially achieved",
        "target_source_url": "",
        "target_source_page": 15,
        "result_source_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
        "result_source_page": 15
      }
    ],
    "document_alignment_terms": {
      "must_support": [
        "To operate the Healthcare Identifiers Service (HI Service) to support safe, secure, and efficient care, with an ecosystem of connected providers conveniently and seamlessly sharing",
        "National Healthcare Interoperability Plan",
        "Digital Health Blueprint 2023–2033 and associated Action Plan",
        "National Digital Health Strategy 2023–2028 and associated Delivery Roadmap",
        "National Healthcare Identifiers Roadmap 2023–2028",
        "Australia’s Primary Health Care 10 Year Plan",
        "Strengthening Medicare Taskforce Report"
      ],
      "watch_terms": [
        "System availability",
        "System responsiveness",
        "Call centre responsiveness",
        "Call centre responsiveness",
        "Online service request",
        "Online service request",
        "Paper form processing",
        "Outbound correspondence",
        "Complaints",
        "Complaints",
        "System incident management",
        "Online IHI registration"
      ],
      "avoid_claiming_without_evidence": []
    },
    "review_note": ""
  },
  "strategy_brief_md": "# Independent Advisory Board — Strategy Brief\n\n**Reporting period**: 2024-25\n**Corporate plan in force**: 2025-26\n**Annual Report**: [2024-25](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf)\n\n## Our purpose / purposes\n\n> To operate the Healthcare Identifiers Service (HI Service) to support safe, secure, and efficient care, with an ecosystem of connected providers conveniently and seamlessly sharing high-quality patient data. [CP p.7]\n\n## How we deliver\n\n> Services Australia works in partnership with the Department of Health, Disability and Ageing and the Australian Digital Health Agency (ADHA) to deliver improvements. [CP p.7]\n\n## Government priorities for this department\n\n- National Healthcare Interoperability Plan [CP p.8]\n- Digital Health Blueprint 2023–2033 and associated Action Plan [CP p.8]\n- National Digital Health Strategy 2023–2028 and associated Delivery Roadmap [CP p.8]\n- National Healthcare Identifiers Roadmap 2023–2028 [CP p.8]\n- Australia’s Primary Health Care 10 Year Plan [CP p.8]\n- Strengthening Medicare Taskforce Report [CP p.8]\n\n## Outcomes\n\n### Outcome 1: Healthcare Identifiers Service\nThe HI Service is a national system for identifying people, healthcare providers and healthcare organisations. It’s a foundational service for digital health in Australia and ensures health systems match information with the right patient and provider at the point of care. [CP p.6]\n\n**Key activities:**\n- assign healthcare identifiers to people, healthcare providers and healthcare organisations\n- assist people who aren’t eligible for Medicare to link and use the Individual Healthcare Identifier (IHI) Service in myGov\n- work with Ahpra to maintain a single, complete record of provider healthcare identifiers\n- administer secure processes for sharing healthcare identifiers with healthcare providers, healthcare organisations and contracted service providers\n- disclose healthcare identifiers to contracted service providers that help manage health information for healthcare organisations\n- disclose healthcare identifiers to healthcare providers and healthcare organisations\n- keep a log of every time a healthcare identifier is accessed or retrieved\n- maintain the Healthcare Provider Directory (HPD)\n- share information with key stakeholders about the HI Service\n- provide ADHA with reports about the finances and operations of the HI Service\n- supply ADHA with data and analytical information to help identify areas for service improvement for our users.\n\n## Values and principles\n\n- safe, secure, and efficient care\n- connected providers\n- high-quality patient data\n\n## What they will measure themselves on this year (targets from 2025-26 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| HI01 | System availability | ≥ 99.5% | CP p.15 |\n| HI02 | System responsiveness | response times for external user web services do not exceed a 4 second average | CP p.15 |\n| HI03 | Call centre responsiveness | customer average speed of answer in < 7 minutes | CP p.15 |\n| HI04 | Call centre responsiveness | provider average speed of answer in < 2 minutes | CP p.15 |\n| HI05 | Online service request | no staff intervention required, and successful validation requests processed within <5 minutes | CP p.15 |\n| HI06 | Online service request | staff intervention required with request resolved within 5 business days from submission | CP p.15 |\n| HI07 | Paper form processing | processed within 10 business days of completed application | CP p.15 |\n| HI08 | Outbound correspondence | notification dispatched within 10 business days from receipt of a completed application | CP p.15 |\n| HI09 | Complaints | acknowledged within 5 business days of complaint made | CP p.15 |\n| HI10 | Complaints | actioned and finalised with 30 calendar days of complaint received | CP p.15 |\n| HI11 | System incident management | resolved within timeframe applicable to the severity level | CP p.15 |\n| HI12 | Online IHI registration | ≥ 80% non-Medicare individuals through the IHI myGov Member Service | CP p.15 |\n\n## How they performed last year (results from 2024-25 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| HI01 | System availability | 99.98% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI02 | System responsiveness | 99.97% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI03 | Call centre responsiveness | 71.43% | Partially achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI04 | Call centre responsiveness | 72.85% | Partially achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI05 | Online service request | 99.88% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI06 | Online service request | 94.16% | Partially achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI07 | Paper form processing | 98.94% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI08 | Outbound correspondence | 98.94% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI09 | Complaints | 100% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI10 | Complaints | 100% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI11 | System incident management | 100% | Achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |\n| HI12 | Online IHI registration | 97.11% | Partially achieved | [AR p.15](https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15)(https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf#page=15) |",
  "strategy_overview_evidence_md": null,
  "internal_strategy_evidence_md": "# Independent Advisory Board - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:21:00.185434+00:00\n**Entity ID**: B-004612\n**Entity type**: Advisory Body\n**Jurisdiction**: Commonwealth\n**Portfolio**: Finance\n**Website**: https://www.servicesaustralia.gov.au/independent-advisory-board?context=22\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| annual-reports | 5 |\n| other-pdfs | 5 |\n| pages | 40 |\n| reviews | 3 |\n| strategies | 2 |\n\n## Executive Readout\n\n### Purpose\n\n- Table 5: Service levels\nService level description Target Result\nPlatform availability ≥ 99.5% 99.96%\nPlatform responsiveness (within Services\n≥ 99.0% 99.95%\nAustralia’s environment is < 4 seconds)\nCall centre responsiveness (average speed\n≤ 2 minutes 46 seconds\nof answer)\nCall abandonment rate < 10% 5.03%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention\n(request resolved within 5 business days ≥ 95% 99.90%\nfrom submission)\nPaper form and mail-out fulfilment\n(processed within 10 business days of ≥ 95% 99.03%\ncompleted application)\nComplaints (acknowledged within\n≥ 98.0% 100%\n2 business days)\nComplaints (responded to within\n100% 100%\n15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\nSecurity policy compliance (breach of) = 0 0\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 33\n683 751 654 715 2,802\nHI Service Delivery\nStaff Costs 87 351 210 183 831\nContractors - - - - -\nStaff Related Costs - - - - -\nTravel - - - - -\nOther Operational Costs - - - - -\n87 351 210 183 831\nInformation Technology\nStaff Costs 165 179 80 105 529\nContractors 790 634 491 402 2,318\nStaff Related Costs - - - - -\nTravel - - - - -\nComputer Hardware\n732 726 683 710 2,850\n& Software\n1,687 1,539 1,254 1,217 5,698\nOverheads 116 104 67 64 351\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- Table 5: Service levels and results 2021–22\nService level description Target Result\nPlatform availability ≥ 99.5% 99.98%\nPlatform responsiveness\n≥ 99.0% 99.98%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 2 minutes\n≤ 2 minutes\n(average speed of answer) 46 seconds\nCall abandonment rate < 10% 9.44%\nOnline service request (successful validation\n≥ 95% 100.00%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 60.85%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 96.98%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100.00%\n(acknowledged within 2 business days)\nComplaints\n100% 100.00%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100.00%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n\n### Role and Functions\n\n- Our gender workforce Entry level 67%\nThis includes: data across different and APS 1/2 33%\nclassification levels.\n• developing a new Gender Equality action plan guided by our Workplace belonging strategy\n2025 to 2029\n72%\nAPS 3/4\n• conducting an annual pay gap analysis to track progress and review our commitment to the\n28%\n6 Gender Equality Indicators (GEIs)\n• maintaining our best practice accreditation as a breastfeeding friendly workplace\n67%\n• supporting parents returning to work, finding a balance between work and family\nAPS 5/6\nresponsibilities and progressing their careers 33%\n• offering a range of flexible work options including remote work, part-time arrangements and\njob sharing in support of work-life balance for staff with caring responsibilities\n58%\n• implementing our Positive Duty Prevention and Response Plan to outline workplace EL 1/2\n42%\n  Source: `strategies/wgea-employer-statement.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2026-02/wgea-employer-statement.pdf)`\n- [Page 2]\nContents\nChief Executive Officer’s introduction 3\nIntroduction 4\nAbout the HI Service 4\nOur responsibilities as the HI Service Operator 5\nThe year in review 6\nDelivering HI Service improvements 8\nAssignment of healthcare identifiers 9\nDisclosure of healthcare identifiers for authorised purposes 9\nDisclosure of healthcare identifiers for individuals 10\nDisclosure of healthcare identifiers for healthcare providers and organisations 10\nProvision of the Healthcare Provider Directory 11\nPolicies, processes and systems used to operate the HI Service 11\nInteractions with software vendors and contracted service providers 12\nService level results 13\nCommunication activities to support the HI Service 14\nOperating statement 15\nSecurity, privacy and confidentiality 17\nOnline security 17\nPrivacy management procedures 17\nDealing with breaches 18\nAudits and reviews 19\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [Page 3]\nContents\nChief Executive Officer’s Introduction 4\nIntroduction 5\nAbout the HI Service 5\nOur responsibilities as the HI Service Operator 6\nThe year in review 7\nDelivering HI Service improvements 8\nAssignment of healthcare identifiers 9\nDisclosure of healthcare identifiers for authorised purposes 10\nDisclosure of healthcare identifiers for individuals 10\nDisclosure of healthcare identifiers for healthcare providers and organisations 11\nProvision of the Healthcare Provider Directory 11\nPolicies, processes and systems used to operate the HI Service 11\nInteractions with software developers and contracted service providers 12\nService level results 13\nHI Service applications 14\nNational Authentication Service for Health (NASH)\nPublic Key Infrastructure (PKI) certificates 14\nCommunication activities to support the HI Service 15\nOperating statement 16\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [Page 3]\nContents\nChief Executive Officer’s Introduction 4\nIntroduction 5\nAbout the HI Service 5\nOur responsibilities as the HI Service Operator 6\nThe year in review 7\nActivities and improvements 7\nAssignment of healthcare identifiers 8\nDisclosure of healthcare identifiers for authorised purposes 10\nDisclosure of healthcare identifiers for individuals 10\nDisclosure of healthcare identifiers for healthcare providers and organisations 11\nProvision of Healthcare Provider Directory 11\nPolicies, processes and systems used to operate the HI Service 12\nInteractions with software developers and contracted service providers 13\nService level results 14\nImproved information to support the HI Service 15\nOperating statement 16\nSecurity, privacy and confidentiality 17\nOnline security 17\nPrivacy management procedures 17\nDealing with breaches 18\nAudits and reviews 18\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- [Page 55]\nAppendix E: HPOS User Roles\nUser Role One: Administrative staff\n Send/Receive messages and form upload\n Practice Inventive Program, if Registration Authority (RA) number is registered\n Practice Nurse Incentive Program, if RA number is registered\n Healthcare Identifiers Service, if RA number is registered\n Department of Veterans’ Affairs (DVA) Website – opens the public DVA website\n My access history – An access log for the user\nUser Role Two: Administrative staff (Authorised by provider but not yet selected provider function to\nact on behalf of provider)\n All of the above and;\n Select provider – allows user to select a provider to act on their behalf\n Find a patient – allows user to search and confirm Medicare care details and check concessional\nentitlement\nUser Role Three: Delegated user (Authorised by provider and user has selected provider function)\n  Source: `reviews/final-report.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf)`\n- Table 5: Service levels\nService level description Target Result\nPlatform availability ≥ 99.5% 99.96%\nPlatform responsiveness (within Services\n≥ 99.0% 99.95%\nAustralia’s environment is < 4 seconds)\nCall centre responsiveness (average speed\n≤ 2 minutes 46 seconds\nof answer)\nCall abandonment rate < 10% 5.03%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention\n(request resolved within 5 business days ≥ 95% 99.90%\nfrom submission)\nPaper form and mail-out fulfilment\n(processed within 10 business days of ≥ 95% 99.03%\ncompleted application)\nComplaints (acknowledged within\n≥ 98.0% 100%\n2 business days)\nComplaints (responded to within\n100% 100%\n15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\nSecurity policy compliance (breach of) = 0 0\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n\n### Strategic Priorities\n\n- [Page 15]\nService level description Target Result\nSystem incident management — resolved within ≥ 80%\ntimeframe applicable to the severity level)\n• Priority 1 (response: 30 minutes, N/A\nresolution: < 4 hours\n• Priority 2 (response: 30 minutes, N/A\nresolution < 1 business day)\n• Priority 3 (response: 1 business day, N/A\nresolution < 7 business days)\n• Priority 4 (response: 1 business day, N/A\nresolution < 20 business days)\nOnline IHI registration for eligible\nnon-Medicare individuals through the ≥ 80% 96.36%\nIHI myGov Member Service.\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n- [Page 16]\nService level description Target Result\nSystem incident management — resolved within ≥ 80%\ntimeframe applicable to the severity level)\n• Priority 1 (response: 30 minutes, 100%\nresolution: < 4 hours\n• Priority 2 (response: 30 minutes, 100%\nresolution < 1 business day)\n• Priority 3 (response: 1 business day, 100%\nresolution < 7 business days)\n• Priority 4 (response: 1 business day, 100%\nresolution < 20 business days)\nOnline IHI registration for eligible ≥ 80% 97.11%\nnon-Medicare individuals through the\nIHI myGov Member Service.\n  Source: `annual-reports/2024-25.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf)`\n- Table 5: Service levels\nService level description Target Result\nPlatform availability ≥ 99.5% 99.96%\nPlatform responsiveness (within Services\n≥ 99.0% 99.95%\nAustralia’s environment is < 4 seconds)\nCall centre responsiveness (average speed\n≤ 2 minutes 46 seconds\nof answer)\nCall abandonment rate < 10% 5.03%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention\n(request resolved within 5 business days ≥ 95% 99.90%\nfrom submission)\nPaper form and mail-out fulfilment\n(processed within 10 business days of ≥ 95% 99.03%\ncompleted application)\nComplaints (acknowledged within\n≥ 98.0% 100%\n2 business days)\nComplaints (responded to within\n100% 100%\n15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\nSecurity policy compliance (breach of) = 0 0\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 33\n683 751 654 715 2,802\nHI Service Delivery\nStaff Costs 87 351 210 183 831\nContractors - - - - -\nStaff Related Costs - - - - -\nTravel - - - - -\nOther Operational Costs - - - - -\n87 351 210 183 831\nInformation Technology\nStaff Costs 165 179 80 105 529\nContractors 790 634 491 402 2,318\nStaff Related Costs - - - - -\nTravel - - - - -\nComputer Hardware\n732 726 683 710 2,850\n& Software\n1,687 1,539 1,254 1,217 5,698\nOverheads 116 104 67 64 351\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- Table 5: Service levels and results 2021–22\nService level description Target Result\nPlatform availability ≥ 99.5% 99.98%\nPlatform responsiveness\n≥ 99.0% 99.98%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 2 minutes\n≤ 2 minutes\n(average speed of answer) 46 seconds\nCall abandonment rate < 10% 9.44%\nOnline service request (successful validation\n≥ 95% 100.00%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 60.85%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 96.98%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100.00%\n(acknowledged within 2 business days)\nComplaints\n100% 100.00%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100.00%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [pages 17,18,19,20]\ncosts 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\nTotal expenditure 2,281 1,929 2,024 7,412 13,646\nFourth quarter figures were significantly higher than the previous quarters due to\ndeferred staff costs of $5.361 million.\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- Table 5: Service levels and results 2022–23\nService level description Target Result\nPlatform availability ≥ 99.5% 99.97%\nPlatform responsiveness\n≥ 99.0% 99.99%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 1 minute\n≤ 2 minutes\n(average speed of answer) 42 seconds\nCall abandonment rate < 10% 5.75%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 96.28%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 99.46%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100%\n(acknowledged within 2 business days)\nComplaints\n100% 100%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- Table 6: HI Service operating statement 2022–23\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2022–23\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,220 2,171 2,826 2,555 9,772\nTotal income 2,220 2,171 2,826 2,555 9,772\nExpenditure\nHI Service Program Management\nStaff costs 505 694 830 849 2,878\nContractors 18 38 21 2 79\nStaff related costs 31 22 25 1 79\nTravel – – – – –\nOther operational costs 65 16 61 1 143\nSub-total 619 769 937 853 3,179\nHI Service Delivery\nStaff costs 164 101 129 207 601\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 7 1 7 – 15\nSub-total 171 102 136 207 616\nInformation Technology\nStaff costs 155 136 433 196 921\nContractors 592 481 637 615 2,324\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\nSub-total 1,430 1,300 1,753 1,494 5,977\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- Table 5: Service levels and results 2023–24\nService level description Target Result\nSystem availability ≥ 99.5% 99.99%\nSystem responsiveness — response times for\nexternal user web services do not exceed a ≥ 99.0% 99.98%\n4 second average\nCall centre responsiveness — customer average\n≥ 80% 68.8%\nspeed of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- Table 5: Service levels\nService level description Target Result\nPlatform availability ≥ 99.5% 99.96%\nPlatform responsiveness (within Services\n≥ 99.0% 99.95%\nAustralia’s environment is < 4 seconds)\nCall centre responsiveness (average speed\n≤ 2 minutes 46 seconds\nof answer)\nCall abandonment rate < 10% 5.03%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention\n(request resolved within 5 business days ≥ 95% 99.90%\nfrom submission)\nPaper form and mail-out fulfilment\n(processed within 10 business days of ≥ 95% 99.03%\ncompleted application)\nComplaints (acknowledged within\n≥ 98.0% 100%\n2 business days)\nComplaints (responded to within\n100% 100%\n15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\nSecurity policy compliance (breach of) = 0 0\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- Table 5: Service levels and results 2021–22\nService level description Target Result\nPlatform availability ≥ 99.5% 99.98%\nPlatform responsiveness\n≥ 99.0% 99.98%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 2 minutes\n≤ 2 minutes\n(average speed of answer) 46 seconds\nCall abandonment rate < 10% 9.44%\nOnline service request (successful validation\n≥ 95% 100.00%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 60.85%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 96.98%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100.00%\n(acknowledged within 2 business days)\nComplaints\n100% 100.00%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100.00%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- Table 5: Service levels and results 2022–23\nService level description Target Result\nPlatform availability ≥ 99.5% 99.97%\nPlatform responsiveness\n≥ 99.0% 99.99%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 1 minute\n≤ 2 minutes\n(average speed of answer) 42 seconds\nCall abandonment rate < 10% 5.75%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 96.28%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 99.46%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100%\n(acknowledged within 2 business days)\nComplaints\n100% 100%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- Table 5: Service levels and results 2023–24\nService level description Target Result\nSystem availability ≥ 99.5% 99.99%\nSystem responsiveness — response times for\nexternal user web services do not exceed a ≥ 99.0% 99.98%\n4 second average\nCall centre responsiveness — customer average\n≥ 80% 68.8%\nspeed of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n- [Page 15]\nService level description Target Result\nSystem incident management — resolved within ≥ 80%\ntimeframe applicable to the severity level)\n• Priority 1 (response: 30 minutes, N/A\nresolution: < 4 hours\n• Priority 2 (response: 30 minutes, N/A\nresolution < 1 business day)\n• Priority 3 (response: 1 business day, N/A\nresolution < 7 business days)\n• Priority 4 (response: 1 business day, N/A\nresolution < 20 business days)\nOnline IHI registration for eligible\nnon-Medicare individuals through the ≥ 80% 96.36%\nIHI myGov Member Service.\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n- Table 5: Service levels and results 2024–25\nService level description Target Result\nSystem availability ≥ 99.5% 99.98%\nSystem responsiveness — response times for ≥ 99.0% 99.97%\nexternal user web services do not exceed a\n4 second average\nCall centre responsiveness — customer average ≥ 80% 71.43%\nspeed of answer in < 7 minutes\nCall centre responsiveness — provider average ≥ 80% 72.85%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention ≥ 95% 99.88%\nrequired, and successful validation requests\nprocessed within <5 minutes\nOnline service request — staff intervention ≥ 95% 94.16%\nwith request resolved within 5 business days\nfrom submission\nPaper form processing — processed within ≥ 95% 98.94%\n10 business days of completed application\nOutbound correspondence — notification ≥ 95% 98.94%\ndispatched within 10 business days from\nreceipt of a completed application\n  Source: `annual-reports/2024-25.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf)`\n- [Page 16]\nService level description Target Result\nSystem incident management — resolved within ≥ 80%\ntimeframe applicable to the severity level)\n• Priority 1 (response: 30 minutes, 100%\nresolution: < 4 hours\n• Priority 2 (response: 30 minutes, 100%\nresolution < 1 business day)\n• Priority 3 (response: 1 business day, 100%\nresolution < 7 business days)\n• Priority 4 (response: 1 business day, 100%\nresolution < 20 business days)\nOnline IHI registration for eligible ≥ 80% 97.11%\nnon-Medicare individuals through the\nIHI myGov Member Service.\n  Source: `annual-reports/2024-25.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf)`\n- [pages 1]\n[Page 1]\nFrom Subject Received Size\nCategories\nMelrose, Alanah RE: PROOF:\n15290.2502 myGov Roadmap updates D1\n[SEC=OFFICIAL] 8:18 AM 110 KB\nWHAT WE’VE ACHIEVED\nKeeping your myGov account secure\nmyGov is the most impersonated government website in Australia.\n  Source: `strategies/15290-2502en.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2025-03/15290-2502en.pdf)`\n- [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 33\n683 751 654 715 2,802\nHI Service Delivery\nStaff Costs 87 351 210 183 831\nContractors - - - - -\nStaff Related Costs - - - - -\nTravel - - - - -\nOther Operational Costs - - - - -\n87 351 210 183 831\nInformation Technology\nStaff Costs 165 179 80 105 529\nContractors 790 634 491 402 2,318\nStaff Related Costs - - - - -\nTravel - - - - -\nComputer Hardware\n732 726 683 710 2,850\n& Software\n1,687 1,539 1,254 1,217 5,698\nOverheads 116 104 67 64 351\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [pages 17,18,19,20]\ncosts 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\nTotal expenditure 2,281 1,929 2,024 7,412 13,646\nFourth quarter figures were significantly higher than the previous quarters due to\ndeferred staff costs of $5.361 million.\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- Table 6: HI Service operating statement 2022–23\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2022–23\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,220 2,171 2,826 2,555 9,772\nTotal income 2,220 2,171 2,826 2,555 9,772\nExpenditure\nHI Service Program Management\nStaff costs 505 694 830 849 2,878\nContractors 18 38 21 2 79\nStaff related costs 31 22 25 1 79\nTravel – – – – –\nOther operational costs 65 16 61 1 143\nSub-total 619 769 937 853 3,179\nHI Service Delivery\nStaff costs 164 101 129 207 601\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 7 1 7 – 15\nSub-total 171 102 136 207 616\nInformation Technology\nStaff costs 155 136 433 196 921\nContractors 592 481 637 615 2,324\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\nSub-total 1,430 1,300 1,753 1,494 5,977\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- [pages 14,15,16,17,18,20]\need of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\nComplaints — acknowledged within\n≥ 85 out of 100 100%\n5 business days of complaint made\nComplaints — actioned and finalised with\n≥ 85 out of 100 100%\n30 calendar days of complaint received\n14 SERVICES AUSTRALIA\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n- Our gender workforce Entry level 67%\nThis includes: data across different and APS 1/2 33%\nclassification levels.\n• developing a new Gender Equality action plan guided by our Workplace belonging strategy\n2025 to 2029\n72%\nAPS 3/4\n• conducting an annual pay gap analysis to track progress and review our commitment to the\n28%\n6 Gender Equality Indicators (GEIs)\n• maintaining our best practice accreditation as a breastfeeding friendly workplace\n67%\n• supporting parents returning to work, finding a balance between work and family\nAPS 5/6\nresponsibilities and progressing their careers 33%\n• offering a range of flexible work options including remote work, part-time arrangements and\njob sharing in support of work-life balance for staff with caring responsibilities\n58%\n• implementing our Positive Duty Prevention and Response Plan to outline workplace EL 1/2\n42%\n  Source: `strategies/wgea-employer-statement.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2026-02/wgea-employer-statement.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| 54\nStaff, 1,973\nStaff | [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 | `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)` |\n| $5.361 million, 1,973\nStaff, 5.361 million | [pages 17,18,19,20]\ncosts 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\nTotal expenditure 2,281 1,929 2,024 7,412 13,646\nFour | `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)` |\n| $374.2\nmillion, 374.2\nmillion | In the 2017 Budget, the Federal Government announced a commitment of $374.2\nmillion over two years to the My Health Record to continue and expand the system, including that a My\nHealth Record would be created for every Australian by the end of 2018, unless they choose not to have\none and ‘opt out’. | `reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)` |\n| 539\nStaff, 2,318\nStaff | [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 3 | `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)` |\n| 79\nStaff, 2,324\nStaff | Table 6: HI Service operating statement 2022–23\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2022–23\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,220 2,171 2,826 2,555 9,772\nTotal income 2,220 2,171 2,826 2,555 9,772\nExpenditure\nHI Service Program Management\nStaff costs 505 694 830 849 2,878\nContractors 18 38 21 2 79\nStaff related costs 31 22 25 1 79\nTravel – – – – –\nOther operational costs 65 16 61 1 143\nSub-total | `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)` |\n| $2.2 billion, 2.2 billion | Identity crime continues to be one of the most prevalent crimes in Australia, with an\nannual economic impact exceeding $2.2 billion.12 Recent surveys suggest that around four to five per\ncent of Australians experience a financial loss from identity crime each year.13\n2.3.3 Fraudulent claiming\nStolen Medicare card numbers could be used to lodge fraudulent claims for services that have not\nbeen provided, with Medicare benefits directed into the ban | `reviews/final-report.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf)` |\n| $7, 8% | &\n@\nZ\nt\n�\n�\n�\n�\n�\u000e\u0013\u000e.\u000eI\u000ed\u000e\u000e�\u000e�\u000e�\u000e�\u000f \u000f%\u000fA\u000f^\u000fz\u000f�\u000f�\u000f�\u000f�\u0010 \u0010&\u0010C\u0010a\u0010~\u0010�\u0010�\u0010�\u0010�\u0011\u0013\u00111\u0011O\u0011m\u0011�\u0011�\u0011�\u0011�\u0012\u0007\u0012&\u0012E\u0012d\u0012�\u0012�\u0012�\u0012�\u0013\u0003\u0013#\u0013C\u0013c\u0013�\u0013�\u0013�\u0013�\u0014\u0006\u0014'\u0014I\u0014j\u0014�\u0014�\u0014�\u0014�\u0015\u0012\u00154\u0015V\u0015x\u0015�\u0015�\u0015�\u0016\u0003\u0016&\u0016I\u0016l\u0016�\u0016�\u0016�\u0016�\u0017\u001d\u0017A\u0017e\u0017�\u0017�\u0017�\u0017�\u0018\u001b\u0018@\u0018e\u0018�\u0018�\u0018�\u0018�\u0019 \u0019E\u0019k\u0019�\u0019�\u0019�\u001a\u0004\u001a*\u001aQ\u001aw\u001a�\u001a�\u001a�\u001b\u0014\u001b;\u001bc\u001b�\u001b�\u001b�\u001c\u0002\u001c*\u001cR\u001c{\u001c�\u001c�\u001c�\u001d\u001e\u001dG\u001dp\u001d�\u001d�\u001d�\u001e\u0016\u001e@\u001ej\u001e�\u001e�\u001e�\u001f\u0013\u001f>\u001fi\u001f�\u001f�\u001f� \u0015 A l � � �!\u001c!H!u!�!�!�\"'\"U\"�\"�\"�#\n#8#f#�#�#�$\u001f$M$\\|$�$�% %8%h%�%�%�&'&W&�&�&�'\u0018'I'z'�'�(\n(?(q(�(�)\u0006)8)k)�)�*\u0002*5*h*�*�+\u0002+6+i+�+�,\u0005,9,n,�,�-\f-A-v-�-�.\u0016.L.�.�.�/$/Z/�/�/�0 | `pages/reviews-index__26.html (https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf)` |\n| $22.4 billion, 399.4 million, 22.4 billion | In 2016-17, the Department of\nHuman Services processed 399.4 million Medicare services and paid Medicare benefits totalling\n$22.4 billion. | `reviews/final-report.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf)` |\n| $27.75 million, $52.38 million, 27.75 million, 52.38 million | [Page 23]\n $27.75 million for comprehensive communication and engagement activities with both\nconsumers and healthcare providers.\n $52.38 million to raise awareness, educate and train healthcare providers and jurisdictions\nto use My Health Record. | `reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)` |\n| 2,535 per cent | This was\nan increase of 2,535 per cent compared to 2020–21, and generated more\nthan 91,000 requests for IHI disclosure over the phone and in Service Centres. | `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)` |\n| 539\nStaff, 2,318\nStaff | [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 3 | `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)` |\n| 54\nStaff, 1,973\nStaff | [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 | `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)` |\n| $5.361 million, 1,973\nStaff, 5.361 million | [pages 17,18,19,20]\ncosts 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\nTotal expenditure 2,281 1,929 2,024 7,412 13,646\nFour | `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)` |\n| 79\nStaff, 2,324\nStaff | Table 6: HI Service operating statement 2022–23\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2022–23\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,220 2,171 2,826 2,555 9,772\nTotal income 2,220 2,171 2,826 2,555 9,772\nExpenditure\nHI Service Program Management\nStaff costs 505 694 830 849 2,878\nContractors 18 38 21 2 79\nStaff related costs 31 22 25 1 79\nTravel – – – – –\nOther operational costs 65 16 61 1 143\nSub-total | `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)` |\n\n## Key Achievements\n\n- Table 5: Service levels\nService level description Target Result\nPlatform availability ≥ 99.5% 99.96%\nPlatform responsiveness (within Services\n≥ 99.0% 99.95%\nAustralia’s environment is < 4 seconds)\nCall centre responsiveness (average speed\n≤ 2 minutes 46 seconds\nof answer)\nCall abandonment rate < 10% 5.03%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention\n(request resolved within 5 business days ≥ 95% 99.90%\nfrom submission)\nPaper form and mail-out fulfilment\n(processed within 10 business days of ≥ 95% 99.03%\ncompleted application)\nComplaints (acknowledged within\n≥ 98.0% 100%\n2 business days)\nComplaints (responded to within\n100% 100%\n15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\nSecurity policy compliance (breach of) = 0 0\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- Table 5: Service levels and results 2021–22\nService level description Target Result\nPlatform availability ≥ 99.5% 99.98%\nPlatform responsiveness\n≥ 99.0% 99.98%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 2 minutes\n≤ 2 minutes\n(average speed of answer) 46 seconds\nCall abandonment rate < 10% 9.44%\nOnline service request (successful validation\n≥ 95% 100.00%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 60.85%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 96.98%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100.00%\n(acknowledged within 2 business days)\nComplaints\n100% 100.00%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100.00%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- Table 5: Service levels and results 2022–23\nService level description Target Result\nPlatform availability ≥ 99.5% 99.97%\nPlatform responsiveness\n≥ 99.0% 99.99%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 1 minute\n≤ 2 minutes\n(average speed of answer) 42 seconds\nCall abandonment rate < 10% 5.75%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 96.28%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 99.46%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100%\n(acknowledged within 2 business days)\nComplaints\n100% 100%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- Table 5: Service levels and results 2023–24\nService level description Target Result\nSystem availability ≥ 99.5% 99.99%\nSystem responsiveness — response times for\nexternal user web services do not exceed a ≥ 99.0% 99.98%\n4 second average\nCall centre responsiveness — customer average\n≥ 80% 68.8%\nspeed of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n- [pages 14,15,16,17,18,20]\need of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\nComplaints — acknowledged within\n≥ 85 out of 100 100%\n5 business days of complaint made\nComplaints — actioned and finalised with\n≥ 85 out of 100 100%\n30 calendar days of complaint received\n14 SERVICES AUSTRALIA\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n- Table 5: Service levels and results 2024–25\nService level description Target Result\nSystem availability ≥ 99.5% 99.98%\nSystem responsiveness — response times for ≥ 99.0% 99.97%\nexternal user web services do not exceed a\n4 second average\nCall centre responsiveness — customer average ≥ 80% 71.43%\nspeed of answer in < 7 minutes\nCall centre responsiveness — provider average ≥ 80% 72.85%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention ≥ 95% 99.88%\nrequired, and successful validation requests\nprocessed within <5 minutes\nOnline service request — staff intervention ≥ 95% 94.16%\nwith request resolved within 5 business days\nfrom submission\nPaper form processing — processed within ≥ 95% 98.94%\n10 business days of completed application\nOutbound correspondence — notification ≥ 95% 98.94%\ndispatched within 10 business days from\nreceipt of a completed application\n  Source: `annual-reports/2024-25.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf)`\n- Our gender workforce Entry level 67%\nThis includes: data across different and APS 1/2 33%\nclassification levels.\n• developing a new Gender Equality action plan guided by our Workplace belonging strategy\n2025 to 2029\n72%\nAPS 3/4\n• conducting an annual pay gap analysis to track progress and review our commitment to the\n28%\n6 Gender Equality Indicators (GEIs)\n• maintaining our best practice accreditation as a breastfeeding friendly workplace\n67%\n• supporting parents returning to work, finding a balance between work and family\nAPS 5/6\nresponsibilities and progressing their careers 33%\n• offering a range of flexible work options including remote work, part-time arrangements and\njob sharing in support of work-life balance for staff with caring responsibilities\n58%\n• implementing our Positive Duty Prevention and Response Plan to outline workplace EL 1/2\n42%\n  Source: `strategies/wgea-employer-statement.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2026-02/wgea-employer-statement.pdf)`\n- Table 1: Number of identifiers assigned to people not Medicare or DVA eligible\nPrior to 2020–21 2020–21\n28 32,067\nAs part of our program of ongoing system enhancements, and in consultation\nwith the ADHA, we implemented a number of other improvements to the\nHI Service in 2020–21.\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- Of the 14 recommendations, seven will be fully implemented by 30 June 2018, with a further four fully\nimplemented by 31 December 2018 and one by mid-2019.\n  Source: `reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)`\n- [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 33\n683 751 654 715 2,802\nHI Service Delivery\nStaff Costs 87 351 210 183 831\nContractors - - - - -\nStaff Related Costs - - - - -\nTravel - - - - -\nOther Operational Costs - - - - -\n87 351 210 183 831\nInformation Technology\nStaff Costs 165 179 80 105 529\nContractors 790 634 491 402 2,318\nStaff Related Costs - - - - -\nTravel - - - - -\nComputer Hardware\n732 726 683 710 2,850\n& Software\n1,687 1,539 1,254 1,217 5,698\nOverheads 116 104 67 64 351\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [pages 17,18,19,20]\ncosts 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\nTotal expenditure 2,281 1,929 2,024 7,412 13,646\nFourth quarter figures were significantly higher than the previous quarters due to\ndeferred staff costs of $5.361 million.\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- They have been recognised as a secondary form of evidence\nof identity in identity verification guidelines for over ten years, most recently in the 2014 National\nIdentity Proofing Guidelines (NIPGs).9 The NIPGs superseded the 2007 Gold Standard Enrolment\nFramework10 and the ‘100 point check’11 by providing a more comprehensive, risk-based approach to\nidentity proofing.\n  Source: `reviews/final-report.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf)`\n- The Review Panel considers that the risk of illegitimate access to Medicare card\nnumbers through the telephone channel would be reduced by in implementation of\nrecommendations 13 and 14 below, which are aimed at increasing the security of the telephone\nchannel and reducing the number of telephone requests.\n  Source: `reviews/final-report.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf)`\n- Department of Human Services information security\nAt paragraph 1.42 (page 56), the report raises the issue of potential identity fraud, stating:\nThe submissions from the department do not indicate that this risk is fully understood, or has\nbeen addressed.\n  Source: `reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)`\n- Table 2: Number of identifiers assigned\n% change Total\nIdentifiers 2019–20 2020–21 since 1 July 2010 to\n2019–20 30 June 2021\nAssigned IHIs 520,972 461,265 -11.46% 29,785,870\nAssigned HPI–Is 46,420 45,700 -1.55% 982,011\nAssigned HPI–Os 1,988 2,513 26.41% 21,427\nDISCLOSURE OF HEALTHCARE IDENTIFIERS FOR\nAUTHORISED PURPOSES\nUnder the HI Act, we’re authorised to disclose healthcare identifiers to:\n• healthcare providers – to communicate and manage patient information\nas part of their healthcare\n• people who want to know their own healthcare identifier\n• registration authorities – to assign healthcare identifiers to their registrants\n• entities that issue security credentials – to authenticate a provider’s identity\nin electronic transmissions\n• the My Health Record System Operator for the My Health Record system.\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [pages 10,11,12,13,14,15]\nregistrants\n• entities that issue security credentials to authenticate a provider’s identity\nin electronic transmissions\n• the My Health Record System Operator for the My Health Record system.\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- As noted in paragraph 1.2 of the Coalition Senators’ Additional Comments, the Department of Human\nServices has implemented all five recommendations from the 2013-14 Australian National Audit Office\n(ANAO) audit into the Integrity of Medicare Customer Data, including ensuring compliance with the\nmandatory requirements of the Information Security Manual.\n  Source: `reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)`\n- Taking into consideration that Medicare cards are now the second most\ncommonly verified document through the DVS, with around 4.6 million (or 15 per cent) of all\ntransactions conducted using Medicare data during 2016-17 alone, it is probable that verifying\nMedicare information in this way does more to prevent identity fraud than increase the risk of\nmisuse of people’s personal information.\n  Source: `reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)`\n- Of the 14 recommendations, seven will be fully implemented by 30 June 2018, with a further four fully\nimplemented by 31 December 2018 and one by mid-2019.\n  Source: `reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)`\n- Further information\n16 February 2018:\nGovernment agrees to Medicare review recommendations\n14 October 2017:\nGovernment welcomes Medicare number review findings\n10 Jul 2017:\nIndependent review of health providers’ accessibility to Medicare card numbers\n4 July 2017:\nStatement regarding claim that Medicare card details are for sale\n.\n  Source: `pages/reviews-index.html (https://www.servicesaustralia.gov.au/independent-review-health-providers-access-to-medicare-card-numbers?context=22)`\n- Table 5: Service levels\nService level description Target Result\nPlatform availability ≥ 99.5% 99.96%\nPlatform responsiveness (within Services\n≥ 99.0% 99.95%\nAustralia’s environment is < 4 seconds)\nCall centre responsiveness (average speed\n≤ 2 minutes 46 seconds\nof answer)\nCall abandonment rate < 10% 5.03%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention\n(request resolved within 5 business days ≥ 95% 99.90%\nfrom submission)\nPaper form and mail-out fulfilment\n(processed within 10 business days of ≥ 95% 99.03%\ncompleted application)\nComplaints (acknowledged within\n≥ 98.0% 100%\n2 business days)\nComplaints (responded to within\n100% 100%\n15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\nSecurity policy compliance (breach of) = 0 0\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 33\n683 751 654 715 2,802\nHI Service Delivery\nStaff Costs 87 351 210 183 831\nContractors - - - - -\nStaff Related Costs - - - - -\nTravel - - - - -\nOther Operational Costs - - - - -\n87 351 210 183 831\nInformation Technology\nStaff Costs 165 179 80 105 529\nContractors 790 634 491 402 2,318\nStaff Related Costs - - - - -\nTravel - - - - -\nComputer Hardware\n732 726 683 710 2,850\n& Software\n1,687 1,539 1,254 1,217 5,698\nOverheads 116 104 67 64 351\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- Table 5: Service levels and results 2021–22\nService level description Target Result\nPlatform availability ≥ 99.5% 99.98%\nPlatform responsiveness\n≥ 99.0% 99.98%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 2 minutes\n≤ 2 minutes\n(average speed of answer) 46 seconds\nCall abandonment rate < 10% 9.44%\nOnline service request (successful validation\n≥ 95% 100.00%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 60.85%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 96.98%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100.00%\n(acknowledged within 2 business days)\nComplaints\n100% 100.00%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100.00%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [pages 17,18,19,20]\ncosts 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\nTotal expenditure 2,281 1,929 2,024 7,412 13,646\nFourth quarter figures were significantly higher than the previous quarters due to\ndeferred staff costs of $5.361 million.\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n\n## Corporate Values and Operating Culture\n\n- Table 5: Service levels\nService level description Target Result\nPlatform availability ≥ 99.5% 99.96%\nPlatform responsiveness (within Services\n≥ 99.0% 99.95%\nAustralia’s environment is < 4 seconds)\nCall centre responsiveness (average speed\n≤ 2 minutes 46 seconds\nof answer)\nCall abandonment rate < 10% 5.03%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention\n(request resolved within 5 business days ≥ 95% 99.90%\nfrom submission)\nPaper form and mail-out fulfilment\n(processed within 10 business days of ≥ 95% 99.03%\ncompleted application)\nComplaints (acknowledged within\n≥ 98.0% 100%\n2 business days)\nComplaints (responded to within\n100% 100%\n15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\nSecurity policy compliance (breach of) = 0 0\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- [Page 16]\nTable 6: HI Service operating statement 2020–21\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2020–21\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational Revenue 2,574 2,744 2,186 2,179 9,682\nTotal Income 2,574 2,744 2,186 2,179 9,682\nExpenditure\nHI Service\nProgram Management\nStaff Costs 574 545 523 545 2,188\nContractors 108 196 117 117 539\nStaff Related Costs - - - 43 43\nTravel - - - - -\nOther Operational Costs - 9 14 10 33\n683 751 654 715 2,802\nHI Service Delivery\nStaff Costs 87 351 210 183 831\nContractors - - - - -\nStaff Related Costs - - - - -\nTravel - - - - -\nOther Operational Costs - - - - -\n87 351 210 183 831\nInformation Technology\nStaff Costs 165 179 80 105 529\nContractors 790 634 491 402 2,318\nStaff Related Costs - - - - -\nTravel - - - - -\nComputer Hardware\n732 726 683 710 2,850\n& Software\n1,687 1,539 1,254 1,217 5,698\nOverheads 116 104 67 64 351\n  Source: `annual-reports/2020-21.pdf (https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf)`\n- Table 5: Service levels and results 2021–22\nService level description Target Result\nPlatform availability ≥ 99.5% 99.98%\nPlatform responsiveness\n≥ 99.0% 99.98%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 2 minutes\n≤ 2 minutes\n(average speed of answer) 46 seconds\nCall abandonment rate < 10% 9.44%\nOnline service request (successful validation\n≥ 95% 100.00%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 60.85%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 96.98%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100.00%\n(acknowledged within 2 business days)\nComplaints\n100% 100.00%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100.00%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- [Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401\n  Source: `annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)`\n- Table 5: Service levels and results 2022–23\nService level description Target Result\nPlatform availability ≥ 99.5% 99.97%\nPlatform responsiveness\n≥ 99.0% 99.99%\n(within Services Australia’s environment is < 4 seconds)\nCall centre responsiveness 1 minute\n≤ 2 minutes\n(average speed of answer) 42 seconds\nCall abandonment rate < 10% 5.75%\nOnline service request (successful validation\n≥ 95% 100%\nrequests processed within < 5 minutes)\nOnline service request – staff intervention (request\n≥ 95% 96.28%\nresolved within 5 business days from submission)\nPaper form and mail-out fulfilment (processed\n≥ 95% 99.46%\nwithin 10 business days of completed application)\nComplaints\n≥ 98.0% 100%\n(acknowledged within 2 business days)\nComplaints\n100% 100%\n(responded to within 15 business days)\nSystem incident management (resolved within\n≥ 80.0% 100%\ntimeframe applicable to the severity level)\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- Table 6: HI Service operating statement 2022–23\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2022–23\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,220 2,171 2,826 2,555 9,772\nTotal income 2,220 2,171 2,826 2,555 9,772\nExpenditure\nHI Service Program Management\nStaff costs 505 694 830 849 2,878\nContractors 18 38 21 2 79\nStaff related costs 31 22 25 1 79\nTravel – – – – –\nOther operational costs 65 16 61 1 143\nSub-total 619 769 937 853 3,179\nHI Service Delivery\nStaff costs 164 101 129 207 601\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 7 1 7 – 15\nSub-total 171 102 136 207 616\nInformation Technology\nStaff costs 155 136 433 196 921\nContractors 592 481 637 615 2,324\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\nSub-total 1,430 1,300 1,753 1,494 5,977\n  Source: `annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)`\n- Table 5: Service levels and results 2023–24\nService level description Target Result\nSystem availability ≥ 99.5% 99.99%\nSystem responsiveness — response times for\nexternal user web services do not exceed a ≥ 99.0% 99.98%\n4 second average\nCall centre responsiveness — customer average\n≥ 80% 68.8%\nspeed of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n- [pages 14,15,16,17,18,20]\need of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\nComplaints — acknowledged within\n≥ 85 out of 100 100%\n5 business days of complaint made\nComplaints — actioned and finalised with\n≥ 85 out of 100 100%\n30 calendar days of complaint received\n14 SERVICES AUSTRALIA\n  Source: `annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py <entity>` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `annual-reports/2020-21.pdf` - annual-reports - https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf\n- `annual-reports/2021-22.pdf` - annual-reports - https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf\n- `annual-reports/2022-23.pdf` - annual-reports - https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf\n- `annual-reports/2023-24.pdf` - annual-reports - https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf\n- `annual-reports/2024-25.pdf` - annual-reports - https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf\n- `strategies/15290-2502en.pdf` - strategies - https://www.servicesaustralia.gov.au/sites/default/files/2025-03/15290-2502en.pdf\n- `strategies/wgea-employer-statement.pdf` - strategies - https://www.servicesaustralia.gov.au/sites/default/files/2026-02/wgea-employer-statement.pdf\n- `reviews/final-report.pdf` - reviews - https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf\n- `reviews/independent-review-response.pdf` - reviews - https://www.servicesaustralia.gov.au/sites/default/files/2018/02/independent-review-response.pdf\n- `reviews/senate-inquiry-response-shergold-and-senate.pdf` - reviews - https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf\n- `pages/about.html` - pages - https://www.servicesaustralia.gov.au/about-us\n- `pages/announcements-index.html` - pages - https://www.servicesaustralia.gov.au/workplace-gender-equality-agency-employer-statement?context=22\n- `pages/annual-reports-index.html` - pages - https://www.servicesaustralia.gov.au/healthcare-identifiers-service-annual-reports?context=22\n- `pages/annual-reports-index__00.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf\n- `pages/annual-reports-index__01.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.docx\n- `pages/annual-reports-index__02.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf\n- `pages/annual-reports-index__03.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.docx\n- `pages/annual-reports-index__04.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf\n- `pages/annual-reports-index__05.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.docx\n- `pages/annual-reports-index__06.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf\n- `pages/annual-reports-index__07.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.docx\n- `pages/annual-reports-index__08.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.pdf\n- `pages/annual-reports-index__09.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/8101-2110.docx\n- `pages/annual-reports-index__10.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/8101-2010.pdf\n- `pages/annual-reports-index__11.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/8101-2010.docx\n- `pages/annual-reports-index__12.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/hi-service-annual-report-2018-2019.pdf\n- `pages/annual-reports-index__13.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/hi-service-annual-report-2018-2019.docx\n- `pages/annual-reports-index__14.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2018/11/8101-1808.pdf\n- `pages/annual-reports-index__15.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2018/11/8101-1808.docx\n- `pages/annual-reports-index__16.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2017/11/8101.1710en.pdf\n- `pages/annual-reports-index__17.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2017/11/8101.1710en.docx\n- `pages/homepage.html` - pages - https://www.servicesaustralia.gov.au/independent-advisory-board?context=22\n- `pages/ministers.html` - pages - https://ministers.finance.gov.au/financeminister/katy-gallagher\n- `pages/recommendations-index.html` - pages - https://www.servicesaustralia.gov.au/government-response-to-community-affairs-references-committee-report?context=22\n- `pages/recommendations-index__24.html` - pages - https://www.servicesaustralia.gov.au/government-response-to-community-affairs-references-committee-report?context=22\n- `pages/reviews-index.html` - pages - https://www.servicesaustralia.gov.au/independent-review-health-providers-access-to-medicare-card-numbers?context=22\n- `pages/reviews-index__25.html` - pages - https://www.servicesaustralia.gov.au/independent-review-health-providers-access-to-medicare-card-numbers?context=22\n- `pages/reviews-index__26.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final-report.pdf\n- `pages/reviews-index__27.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2017/10/final_report-independent-review-131017.docx\n- `pages/reviews-index__28.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2018/02/independent-review-response.pdf\n- `pages/reviews-index__29.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2018/02/independent-review-response.docx\n- `pages/strategies-index.html` - pages - https://www.servicesaustralia.gov.au/mygov-roadmap?context=22\n- `pages/strategies-index__18.html` - pages - https://www.servicesaustralia.gov.au/mygov-roadmap?context=22\n- `pages/strategies-index__19.html` - pages - https://www.servicesaustralia.gov.au/provider-digital-access-proda\n- `pages/strategies-index__20.html` - pages - https://www.servicesaustralia.gov.au/workplace-gender-equality-agency-employer-statement?context=22\n- `pages/strategies-index__21.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2025-03/15290-2502en.pdf\n- `pages/strategies-index__22.html` - pages - https://www.servicesaustralia.gov.au/sites/default/files/2025-03/15290-2502en.docx\n- `pages/strategies-index__23.html` - pages - https://www.servicesaustralia.gov.au/what-mygov-exploring?context=22\n- `pages/structure.html` - pages - https://www.servicesaustralia.gov.au/family-organisations\n- `pages/taskforces-index.html` - pages - https://www.servicesaustralia.gov.au/independent-advisory-board?context=22\n- `other-pdfs/australian-college-of-nursing.pdf` - other-pdfs - https://www.servicesaustralia.gov.au/sites/default/files/2017/09/australian-college-of-nursing.pdf\n- `other-pdfs/australian-healthcare-and-hospitals-association.pdf` - other-pdfs - https://www.servicesaustralia.gov.au/sites/default/files/2017/09/australian-healthcare-and-hospitals-association.pdf\n- `other-pdfs/australian-medical-association.pdf` - other-pdfs - https://www.servicesaustralia.gov.au/sites/default/files/2017/09/australian-medical-association.pdf\n- `other-pdfs/consumers-health-forum-australia.pdf` - other-pdfs - https://www.servicesaustralia.gov.au/sites/default/files/2017/09/consumers-health-forum-australia.pdf\n- `other-pdfs/privacy-foundation-australia.pdf` - other-pdfs - https://www.servicesaustralia.gov.au/sites/default/files/2017/09/privacy-foundation-australia.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No global comparison/case-study sources found.",
  "legislation_md": "# Independent Advisory Board - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:10:31.337436+00:00\n**Entity ID**: B-004612\n**Jurisdiction**: Commonwealth\n**Portfolio**: Finance\n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 56\n- Unique legislation references found: 14\n\n| Type | Count |\n|---|---:|\n| Act | 14 |\n\n## Legislation References\n\n### Health Insurance Act 1973\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 9\n**Register search**: https://www.legislation.gov.au/search?query=Health+Insurance+Act+1973\n\n**Sources**:\n- `reviews/final-report.pages.jsonl`\n- `reviews/senate-inquiry-response-shergold-and-senate.pages.jsonl`\n\n**Evidence contexts**:\n- Border Protection remains eligible for Medicare while appealing the decision, as long as they\nare on a visa allowing them to work or have a parent, spouse or child who is an Australian citizen, permanent\nresident or New Zealand citizen.\n5 Section 6(1) of the Health Insurance Act 1973 provides that the Minister for Health can order that a particular\nperson or group of persons be eligible for Medicare even though they would not, by usual eligibility rules, be\nregarded as eligible. Current Ministerial orders grant eligibility to groups inclu\n  Source: `reviews/final-report.pages.jsonl`\n- re card is widely accepted as an identity document, it was not designed to be\nused as a form of identification. While the National Health Act 1953 provides a definition of\nMedicare cards and refers to their use for certain purposes, nothing in that Act or the Health\nInsurance Act 1973 refers to a Medicare card as a form of identity verification.\nUnlike some countries, Australia does not have a national identity card. Instead, we have a\nnon-centralised system of identity in which around 20 government agencies manage over 50 million\ndocument\n  Source: `reviews/final-report.pages.jsonl`\n- hanism a practice or health professional uses to access HPOS.\nIn these Terms and Conditions, a person or representative of an organisation confirms they will ‘not\nmake a record of, divulge or communicate protected information (as defined in section 130 of the\nHealth Insurance Act 1973 (Cth)) other than in the course of your duties as a healthcare provider’.\nFurther, they confirm that failure to do so may be an offence under the Health Insurance Act 1973.\nSimilar requirements are stated for the National Health Act 1953 (section 135A). These\n  Source: `reviews/final-report.pages.jsonl`\n- cord of, divulge or communicate protected information (as defined in section 130 of the\nHealth Insurance Act 1973 (Cth)) other than in the course of your duties as a healthcare provider’.\nFurther, they confirm that failure to do so may be an offence under the Health Insurance Act 1973.\nSimilar requirements are stated for the National Health Act 1953 (section 135A). These two Acts\ncombined manage all programmes under which a health service organisation or provider can make\nclaims on the MBS or PBS.\nSection 130 of the Health Insurance Act 19\n  Source: `reviews/final-report.pages.jsonl`\n- alth Insurance Act 1973.\nSimilar requirements are stated for the National Health Act 1953 (section 135A). These two Acts\ncombined manage all programmes under which a health service organisation or provider can make\nclaims on the MBS or PBS.\nSection 130 of the Health Insurance Act 1973 (which legislates the Medicare programme) states that\nit is an offence for a person to directly or indirectly ‘make a record of, or divulge or communicate to\nany person, any information with respect to the affairs of another person acquired by him or her in\nt\n  Source: `reviews/final-report.pages.jsonl`\n\n### Australian Digital Health Agency (ADHA). The Healthcare Identifiers Act 2010\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.gov.au/search?query=Australian+Digital+Health+Agency+%28ADHA%29.+The+Healthcare+Identifiers+Act+2010\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- 020–21 3\n\n[page 4]\nIntroduction\nServices Australia delivers the Healthcare\nIdentifiers Service (HI Service) on behalf of the\nAustralian Government and state and territory\ngovernments. We deliver it under an agreement\nwith the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers\nRegulations 2020 (regulations) set the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor the 2020–21 financial year as they relate to the HI Act a\n  Source: `annual-reports/2020-21.pages.jsonl`\n- RALIA\n\n[page 5]\nIntroduction\nServices Australia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\n(regulations) set the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations for\nthe 2021–22 financial year.\nABOUT THE HI SERVICE\nThe HI S\n  Source: `annual-reports/2021-22.pages.jsonl`\n- RALIA\n\n[page 5]\nIntroduction\nServices Australia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\nset the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor 2022–23.\nABOUT THE HI SERVICE\nThe HI Service is a national system for i\n  Source: `annual-reports/2022-23.pages.jsonl`\n- RALIA\n\n[page 5]\nIntroduction\nServices Australia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\nset the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor 2023–24.\nABOUT THE HI SERVICE\nThe HI Service is a national system for i\n  Source: `annual-reports/2023-24.pages.jsonl`\n- ralia\n\n[page 5]\nIntroduction\nServices Australia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\nset the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor 2024–25.\nAbout the HI Service\nThe HI Service is a national system for i\n  Source: `annual-reports/2024-25.pages.jsonl`\n\n### HI Act) and Healthcare Identifiers Regulations 2020\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.gov.au/search?query=HI+Act%29+and+Healthcare+Identifiers+Regulations+2020\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- tralia delivers the Healthcare\nIdentifiers Service (HI Service) on behalf of the\nAustralian Government and state and territory\ngovernments. We deliver it under an agreement\nwith the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers\nRegulations 2020 (regulations) set the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor the 2020–21 financial year as they relate to the HI Act and regulations.\nABOUT THE HI SERVICE\nThe HI Service i\n  Source: `annual-reports/2020-21.pages.jsonl`\n- lia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\n(regulations) set the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations for\nthe 2021–22 financial year.\nABOUT THE HI SERVICE\nThe HI Service is a national system for identifying people, h\n  Source: `annual-reports/2021-22.pages.jsonl`\n- lia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\nset the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor 2022–23.\nABOUT THE HI SERVICE\nThe HI Service is a national system for identifying people, healthcare providers and\nhealthcar\n  Source: `annual-reports/2022-23.pages.jsonl`\n- lia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\nset the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor 2023–24.\nABOUT THE HI SERVICE\nThe HI Service is a national system for identifying people, healthcare providers and\nhealthcar\n  Source: `annual-reports/2023-24.pages.jsonl`\n- lia administers the Healthcare Identifiers\nService (HI Service) on behalf of the Australian Government\nand state and territory governments. We deliver it under an\nagreement with the Australian Digital Health Agency (ADHA).\nThe Healthcare Identifiers Act 2010 (HI Act) and Healthcare Identifiers Regulations 2020\nset the framework and rules for the HI Service.\nThis annual report captures the details of our activities, finances and operations\nfor 2024–25.\nAbout the HI Service\nThe HI Service is a national system for identifying people, healthcare providers and\nhealthcar\n  Source: `annual-reports/2024-25.pages.jsonl`\n\n### Healthcare Identifiers Act 2010\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.gov.au/search?query=Healthcare+Identifiers+Act+2010\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- nd my gratitude to HI Service staff who work hard to provide simple and\nhelpful services, and to our partners who collaborate with us on modernising\nthese services for customers.\nServices Australia is proud to operate the HI Service and in accordance with the\nHealthcare Identifiers Act 2010, I present the 2022–23 HI Service Annual Report.\nRebecca Skinner PSM\nChief Executive Medicare\nChief Executive Officer\nServices Australia\n4 SERVICES AUSTRALIA\n\n[page 5]\nIntroduction\nServices Australia administers the Healthcare Identifiers\nService (HI Service)\n  Source: `annual-reports/2022-23.pages.jsonl`\n- children to digital health services earlier.\nI extend my gratitude to our partners who collaborate with us on modernising and\nI thank HI Service staff who continue to provide simple and helpful services for our\ndigital health customers.\nIn accordance with the Healthcare Identifiers Act 2010, I present the 2023–24\nHI Service Annual Report.\nDavid Hazlehurst\nChief Executive Medicare\nChief Executive Officer\nServices Australia\n4 SERVICES AUSTRALIA\n\n[page 5]\nIntroduction\nServices Australia administers the Healthcare Identifiers\nService (HI Service) on\n  Source: `annual-reports/2023-24.pages.jsonl`\n- e identifiers across the\nhealth, aged care and disability sectors.\nThrough strong engagement and collaboration with our partners, Services Australia\nhas undertaken important groundwork and activity in preparation for the proposed\nlegislation amendments to the Healthcare Identifiers Act 2010.\nI’d like to thank our partners who collaborate with us on modernising our service,\nand all HI Service staff who continue to provide simple and helpful services for our\ndigital health customers.\nIn accordance with requirements under the Healthcare Identifiers\n  Source: `annual-reports/2024-25.pages.jsonl`\n- e Identifiers Act 2010.\nI’d like to thank our partners who collaborate with us on modernising our service,\nand all HI Service staff who continue to provide simple and helpful services for our\ndigital health customers.\nIn accordance with requirements under the Healthcare Identifiers Act 2010,\nI present the 2024–25 HI Service Annual Report.\nDavid Hazlehurst\nChief Executive Medicare\nChief Executive Officer Services Australia\n4 Services Australia\n\n[page 5]\nIntroduction\nServices Australia administers the Healthcare Identifiers\nService (HI Service) on\n  Source: `annual-reports/2024-25.pages.jsonl`\n- across federal and state government and peak\nbodies come together to facilitate, promote and support the digital health\nagenda. For more information, go to digitalhealth.gov.au.\ndelivering initiatives in preparation for proposed legislation amendments to\nthe Healthcare Identifiers Act 2010 anticipated in 2025-26:\n• HI Service – New Entity Types Project. This will allow the following 2 new\nentity types to register in the HI Service:\n– Healthcare Support Service Providers (HSPs) – organisations that\nprovide care and support to people, for example\n  Source: `annual-reports/2024-25.pages.jsonl`\n\n### National Health Act 1953\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.gov.au/search?query=National+Health+Act+1953\n\n**Sources**:\n- `reviews/final-report.pages.jsonl`\n- `reviews/senate-inquiry-response-shergold-and-senate.pages.jsonl`\n\n**Evidence contexts**:\n- n section 130 of the\nHealth Insurance Act 1973 (Cth)) other than in the course of your duties as a healthcare provider’.\nFurther, they confirm that failure to do so may be an offence under the Health Insurance Act 1973.\nSimilar requirements are stated for the National Health Act 1953 (section 135A). These two Acts\ncombined manage all programmes under which a health service organisation or provider can make\nclaims on the MBS or PBS.\nSection 130 of the Health Insurance Act 1973 (which legislates the Medicare programme) states that\nit is an\n  Source: `reviews/final-report.pages.jsonl`\n- any information with respect to the affairs of another person acquired by him or her in\nthe performance of his or her duties, or in the exercise of his or her powers or functions’, except if\nthis is required in the course of their duties. Section 135A of the National Health Act 1953 (which\ngoverns the PBS) has similar provisions.\nBreaching these requirements is therefore an offence under law, which supports control and\ncompliance initiatives across the channels. The aim of compliance activity is to promote the\nsustainability of Australia\n  Source: `reviews/final-report.pages.jsonl`\n- . In all three sets of Terms and Conditions, references\nare made to various pieces of Commonwealth legislation that a user would be bound by, including\nSection 130 of the Health Insurance Act 1973 (which deals with the Medicare programme); section\n135A of the National Health Act 1953 (which governs the Pharmaceutical Benefits Scheme); as well\nthe user declaration that they will comply with their obligations under the Health Insurance Act 1973\nto not make a record of, divulge or communicate protected information (as defined in section 130\n  Source: `reviews/final-report.pages.jsonl`\n- mber. These details are checked\nagainst the Department of Human Services’ systems. If they are correct, the call can proceed.\n30 The Pharmaceutical Reform Arrangements provide for public hospitals that are Approved Hospital\nAuthorities under Section 94 of the National Health Act 1953 to supply pharmaceuticals funded by the PBS for\nspecific categories of patients. Where these arrangements are not in place, state and territory governments are\nresponsible for funding pharmaceuticals provided to hospital patients.\nIndependent Review of Health\n  Source: `reviews/final-report.pages.jsonl`\n- n Security Manual. This audit also found that overall the\nDepartment has a comprehensive framework for managing Medicare customer privacy, with processes,\nguides and policies in place to support compliance with secrecy and confidentiality provisions under the\nNational Health Act 1953 and the Health Insurance Act 1973; obligations under the Privacy Act 1988; and\nPrivacy Guidelines for the Medicare Benefits and Pharmaceutical Benefits Programmes.\nFurther, the Department of Human Services is compliant with the mandatory requirements of the\nA\n  Source: `reviews/senate-inquiry-response-shergold-and-senate.pages.jsonl`\n\n### My Health Records Act 2012\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.gov.au/search?query=My+Health+Records+Act+2012\n\n**Sources**:\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `reviews/senate-inquiry-response-shergold-and-senate.pages.jsonl`\n\n**Evidence contexts**:\n- nal business information, which removes the onus on\norganisations to publish their details.\nWe updated the HI Service and My Health Record organisation registration\nonline and paper forms.\nThe changes ensure applicants are aware of their obligations under\nthe My Health Records Act 2012 and My Health Records Rule 2016.\nApplicants must now declare they understand their obligations before\ncompleting their registration.\nWe collaborated with the ADHA on a number of projects, including the\ndevelopment of the ADHA’s National Healthcare Interoperab\n  Source: `annual-reports/2021-22.pages.jsonl`\n- s to, disclosure or loss of information, which is likely to result in serious harm\nto a person whose personal information was affected.\nThere are additional notification requirements that apply to system operators and\nregistered repository operators under the My Health Records Act 2012 (MHR Act),\nwhich sit alongside the NDB scheme. Under s.75 of the MHR Act, the agency must\nreport any data breaches to both the OAIC and ADHA as the My Health Record\nSystem Operator.\nThe HI Service keeps a full audit of all system interactions for use in inves\n  Source: `annual-reports/2024-25.pages.jsonl`\n- providers from access unless in an\nemergency\n Flagging specific documents in their record as ‘limited access’, and controlling who can view\n Removing documents from view within their record\n Asking healthcare providers not to upload information (under the My Health Records Act 2012,\nhealthcare providers must comply with this request).\nAbout the Australian Digital Health Agency\nThe Australian Digital Health Agency is the system operator of the My Health Record. The Agency\nprovides the leadership, coordination and delivery of a collaborat\n  Source: `reviews/senate-inquiry-response-shergold-and-senate.pages.jsonl`\n\n### Commonwealth’s Privacy Act 1988\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Commonwealth%E2%80%99s+Privacy+Act+1988\n\n**Sources**:\n- `reviews/final-report.pages.jsonl`\n\n**Evidence contexts**:\n- ; as well\nthe user declaration that they will comply with their obligations under the Health Insurance Act 1973\nto not make a record of, divulge or communicate protected information (as defined in section 130 of\nthat Act). In addition, legislation such as the Commonwealth’s Privacy Act 1988 and Criminal Code\nAct 1995 are cited, along with various Department of Human Services policies. Added into this are\nvarious legal terms (often Latin) that are ‘standard’ contract law elements but are certainly not\neveryday terms. Respondents, faced with such\n  Source: `reviews/final-report.pages.jsonl`\n\n### Criminal Code Act 1995\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Criminal+Code+Act+1995\n\n**Sources**:\n- `reviews/final-report.pages.jsonl`\n\n**Evidence contexts**:\n- they will comply with their obligations under the Health Insurance Act 1973\nto not make a record of, divulge or communicate protected information (as defined in section 130 of\nthat Act). In addition, legislation such as the Commonwealth’s Privacy Act 1988 and Criminal Code\nAct 1995 are cited, along with various Department of Human Services policies. Added into this are\nvarious legal terms (often Latin) that are ‘standard’ contract law elements but are certainly not\neveryday terms. Respondents, faced with such detailed and arcane conditi\n  Source: `reviews/final-report.pages.jsonl`\n\n### Cth), the Health Identifiers Act 2010\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Cth%29%2C+the+Health+Identifiers+Act+2010\n\n**Sources**:\n- `other-pdfs/privacy-foundation-australia.pages.jsonl`\n\n**Evidence contexts**:\n- aches and\n public engagement.\nThe Foundation recognises and strongly endorses efforts by health professionals to protect\ntheir patient’s privacy, as reflected in professional codes rather than merely confidentiality\nand statutes such as the Privacy Act 1988 (Cth), the Health Identifiers Act 2010 (Cth) and the\n\n[page 2]\n2\nHealth Records and Information Privacy Act 2002 (NSW) and the Health Records Act 2001\n(Vic) .\nThe Foundation recognises inherent tensions in delivering health services on a timely and\nwhole of population basis. It endorses efforts by\n  Source: `other-pdfs/privacy-foundation-australia.pages.jsonl`\n\n### Financial Transaction Reports Act 1988\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Financial+Transaction+Reports+Act+1988\n\n**Sources**:\n- `reviews/final-report.pages.jsonl`\n\n**Evidence contexts**:\n- r the identification of people prior to issuance\nof government documents that are commonly used as identity documents. It was used as a best practice model\nfor other government and non-government organisations.\n11 The 100 point check was established under the Financial Transaction Reports Act 1988, but has not been a\nmandatory requirement for businesses under Australia’s anti-money laundering and counter-terrorism financing\nregime for over ten years.\nIndependent Review of Health Providers’ Access to Medicare Card Numbers – Final Report Page 9\n\n[page 15\n  Source: `reviews/final-report.pages.jsonl`\n\n### Health Records and Information Privacy Act 2002\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Health+Records+and+Information+Privacy+Act+2002\n\n**Sources**:\n- `other-pdfs/privacy-foundation-australia.pages.jsonl`\n\n**Evidence contexts**:\n- ongly endorses efforts by health professionals to protect\ntheir patient’s privacy, as reflected in professional codes rather than merely confidentiality\nand statutes such as the Privacy Act 1988 (Cth), the Health Identifiers Act 2010 (Cth) and the\n\n[page 2]\n2\nHealth Records and Information Privacy Act 2002 (NSW) and the Health Records Act 2001\n(Vic) .\nThe Foundation recognises inherent tensions in delivering health services on a timely and\nwhole of population basis. It endorses efforts by the Department of Health and Department of\nHuman Services to work with he\n  Source: `other-pdfs/privacy-foundation-australia.pages.jsonl`\n\n### NSW) and the Health Records Act 2001\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=NSW%29+and+the+Health+Records+Act+2001\n\n**Sources**:\n- `other-pdfs/privacy-foundation-australia.pages.jsonl`\n\n**Evidence contexts**:\n- protect\ntheir patient’s privacy, as reflected in professional codes rather than merely confidentiality\nand statutes such as the Privacy Act 1988 (Cth), the Health Identifiers Act 2010 (Cth) and the\n\n[page 2]\n2\nHealth Records and Information Privacy Act 2002 (NSW) and the Health Records Act 2001\n(Vic) .\nThe Foundation recognises inherent tensions in delivering health services on a timely and\nwhole of population basis. It endorses efforts by the Department of Health and Department of\nHuman Services to work with health professionals in providing those\n  Source: `other-pdfs/privacy-foundation-australia.pages.jsonl`\n\n### Services Australia Governance Amendment Act 2020\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Services+Australia+Governance+Amendment+Act+2020\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n\n**Evidence contexts**:\n- eport 2020–21\n\n[page 7]\nWhile this is the 11th annual report for the HI Service, it is the first HI Service\nannual report by the Chief Executive Officer (CEO) of Services Australia as the\nChief Executive Medicare.\nThis follows changes to legislation under the Services Australia Governance\nAmendment Act 2020 made on 20 November 2020. These changes took into\naccount our broad service delivery functions and the overall responsibility of\nthe CEO for the operations of the agency. The CEO of Services Australia now\nholds the statutory roles of Chief Executive Medicare,\n  Source: `annual-reports/2020-21.pages.jsonl`\n\n### While the National Health Act 1953\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=While+the+National+Health+Act+1953\n\n**Sources**:\n- `reviews/final-report.pages.jsonl`\n\n**Evidence contexts**:\n- t Review of Health Providers’ Access to Medicare Card Numbers – Final Report Page 8\n\n[page 14]\n2.2.2 Use as evidence of identity\nAlthough the Medicare card is widely accepted as an identity document, it was not designed to be\nused as a form of identification. While the National Health Act 1953 provides a definition of\nMedicare cards and refers to their use for certain purposes, nothing in that Act or the Health\nInsurance Act 1973 refers to a Medicare card as a form of identity verification.\nUnlike some countries, Australia does not have a national\n  Source: `reviews/final-report.pages.jsonl`\n\n## Files Scanned\n\n- `pages/about.html` (page)\n- `pages/announcements-index.html` (page)\n- `pages/annual-reports-index.html` (page)\n- `pages/annual-reports-index__00.html` (page)\n- `pages/annual-reports-index__01.html` (page)\n- `pages/annual-reports-index__02.html` (page)\n- `pages/annual-reports-index__03.html` (page)\n- `pages/annual-reports-index__04.html` (page)\n- `pages/annual-reports-index__05.html` (page)\n- `pages/annual-reports-index__06.html` (page)\n- `pages/annual-reports-index__07.html` (page)\n- `pages/annual-reports-index__08.html` (page)\n- `pages/annual-reports-index__09.html` (page)\n- `pages/annual-reports-index__10.html` (page)\n- `pages/annual-reports-index__11.html` (page)\n- `pages/annual-reports-index__12.html` (page)\n- `pages/annual-reports-index__13.html` (page)\n- `pages/annual-reports-index__14.html` (page)\n- `pages/annual-reports-index__15.html` (page)\n- `pages/annual-reports-index__16.html` (page)\n- `pages/annual-reports-index__17.html` (page)\n- `pages/contact.html` (page)\n- `pages/homepage.html` (page)\n- `pages/ministers.html` (page)\n- `pages/recommendations-index.html` (page)\n- `pages/recommendations-index__24.html` (page)\n- `pages/reviews-index.html` (page)\n- `pages/reviews-index__25.html` (page)\n- `pages/reviews-index__26.html` (page)\n- `pages/reviews-index__27.html` (page)\n- `pages/reviews-index__28.html` (page)\n- `pages/reviews-index__29.html` (page)\n- `pages/strategies-index.html` (page)\n- `pages/strategies-index__18.html` (page)\n- `pages/strategies-index__19.html` (page)\n- `pages/strategies-index__20.html` (page)\n- `pages/strategies-index__21.html` (page)\n- `pages/strategies-index__22.html` (page)\n- `pages/strategies-index__23.html` (page)\n- `pages/structure.html` (page)\n- `pages/taskforces-index.html` (page)\n- `annual-reports/2020-21.pages.jsonl` (pdf_pages)\n- `annual-reports/2021-22.pages.jsonl` (pdf_pages)\n- `annual-reports/2022-23.pages.jsonl` (pdf_pages)\n- `annual-reports/2023-24.pages.jsonl` (pdf_pages)\n- `annual-reports/2024-25.pages.jsonl` (pdf_pages)\n- `other-pdfs/australian-college-of-nursing.pages.jsonl` (pdf_pages)\n- `other-pdfs/australian-healthcare-and-hospitals-association.pages.jsonl` (pdf_pages)\n- `other-pdfs/australian-medical-association.pages.jsonl` (pdf_pages)\n- `other-pdfs/consumers-health-forum-australia.pages.jsonl` (pdf_pages)\n- `other-pdfs/privacy-foundation-australia.pages.jsonl` (pdf_pages)\n- `reviews/final-report.pages.jsonl` (pdf_pages)\n- `reviews/independent-review-response.pages.jsonl` (pdf_pages)\n- `reviews/senate-inquiry-response-shergold-and-senate.pages.jsonl` (pdf_pages)\n- `strategies/15290-2502en.pages.jsonl` (pdf_pages)\n- `strategies/wgea-employer-statement.pages.jsonl` (pdf_pages)",
  "global_initiatives_md": null,
  "strategy": {
    "reporting_period": "2024-25",
    "corporate_plan_period": "2025-26",
    "vision": null,
    "vision_source_page": null,
    "purposes": "To operate the Healthcare Identifiers Service (HI Service) to support safe, secure, and efficient care, with an ecosystem of connected providers conveniently and seamlessly sharing high-quality patient data.",
    "purposes_source_page": 7,
    "how_we_deliver": "Services Australia works in partnership with the Department of Health, Disability and Ageing and the Australian Digital Health Agency (ADHA) to deliver improvements.",
    "how_we_deliver_source_page": 7,
    "government_priorities": [
      {
        "text": "National Healthcare Interoperability Plan",
        "source_page": 8
      },
      {
        "text": "Digital Health Blueprint 2023–2033 and associated Action Plan",
        "source_page": 8
      },
      {
        "text": "National Digital Health Strategy 2023–2028 and associated Delivery Roadmap",
        "source_page": 8
      },
      {
        "text": "National Healthcare Identifiers Roadmap 2023–2028",
        "source_page": 8
      },
      {
        "text": "Australia’s Primary Health Care 10 Year Plan",
        "source_page": 8
      },
      {
        "text": "Strengthening Medicare Taskforce Report",
        "source_page": 8
      }
    ],
    "outcomes": [
      {
        "name": "Outcome 1: Healthcare Identifiers Service",
        "description": "The HI Service is a national system for identifying people, healthcare providers and healthcare organisations. It’s a foundational service for digital health in Australia and ensures health systems match information with the right patient and provider at the point of care.",
        "key_activities": [
          "assign healthcare identifiers to people, healthcare providers and healthcare organisations",
          "assist people who aren’t eligible for Medicare to link and use the Individual Healthcare Identifier (IHI) Service in myGov",
          "work with Ahpra to maintain a single, complete record of provider healthcare identifiers",
          "administer secure processes for sharing healthcare identifiers with healthcare providers, healthcare organisations and contracted service providers",
          "disclose healthcare identifiers to contracted service providers that help manage health information for healthcare organisations",
          "disclose healthcare identifiers to healthcare providers and healthcare organisations",
          "keep a log of every time a healthcare identifier is accessed or retrieved",
          "maintain the Healthcare Provider Directory (HPD)",
          "share information with key stakeholders about the HI Service",
          "provide ADHA with reports about the finances and operations of the HI Service",
          "supply ADHA with data and analytical information to help identify areas for service improvement for our users."
        ],
        "source_page": 6
      }
    ],
    "values": [
      "safe, secure, and efficient care",
      "connected providers",
      "high-quality patient data"
    ],
    "values_framework_name": null,
    "kpi_targets_2025_26": [
      {
        "code": "HI01",
        "measure": "System availability",
        "target": "≥ 99.5%",
        "source_page": 15
      },
      {
        "code": "HI02",
        "measure": "System responsiveness",
        "target": "response times for external user web services do not exceed a 4 second average",
        "source_page": 15
      },
      {
        "code": "HI03",
        "measure": "Call centre responsiveness",
        "target": "customer average speed of answer in < 7 minutes",
        "source_page": 15
      },
      {
        "code": "HI04",
        "measure": "Call centre responsiveness",
        "target": "provider average speed of answer in < 2 minutes",
        "source_page": 15
      },
      {
        "code": "HI05",
        "measure": "Online service request",
        "target": "no staff intervention required, and successful validation requests processed within <5 minutes",
        "source_page": 15
      },
      {
        "code": "HI06",
        "measure": "Online service request",
        "target": "staff intervention required with request resolved within 5 business days from submission",
        "source_page": 15
      },
      {
        "code": "HI07",
        "measure": "Paper form processing",
        "target": "processed within 10 business days of completed application",
        "source_page": 15
      },
      {
        "code": "HI08",
        "measure": "Outbound correspondence",
        "target": "notification dispatched within 10 business days from receipt of a completed application",
        "source_page": 15
      },
      {
        "code": "HI09",
        "measure": "Complaints",
        "target": "acknowledged within 5 business days of complaint made",
        "source_page": 15
      },
      {
        "code": "HI10",
        "measure": "Complaints",
        "target": "actioned and finalised with 30 calendar days of complaint received",
        "source_page": 15
      },
      {
        "code": "HI11",
        "measure": "System incident management",
        "target": "resolved within timeframe applicable to the severity level",
        "source_page": 15
      },
      {
        "code": "HI12",
        "measure": "Online IHI registration",
        "target": "≥ 80% non-Medicare individuals through the IHI myGov Member Service",
        "source_page": 15
      }
    ],
    "kpi_results_2024_25": [
      {
        "code": "HI01",
        "measure": "System availability",
        "result": "99.98%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI02",
        "measure": "System responsiveness",
        "result": "99.97%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI03",
        "measure": "Call centre responsiveness",
        "result": "71.43%",
        "status": "Partially achieved",
        "source_page": 15
      },
      {
        "code": "HI04",
        "measure": "Call centre responsiveness",
        "result": "72.85%",
        "status": "Partially achieved",
        "source_page": 15
      },
      {
        "code": "HI05",
        "measure": "Online service request",
        "result": "99.88%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI06",
        "measure": "Online service request",
        "result": "94.16%",
        "status": "Partially achieved",
        "source_page": 15
      },
      {
        "code": "HI07",
        "measure": "Paper form processing",
        "result": "98.94%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI08",
        "measure": "Outbound correspondence",
        "result": "98.94%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI09",
        "measure": "Complaints",
        "result": "100%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI10",
        "measure": "Complaints",
        "result": "100%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI11",
        "measure": "System incident management",
        "result": "100%",
        "status": "Achieved",
        "source_page": 15
      },
      {
        "code": "HI12",
        "measure": "Online IHI registration",
        "result": "97.11%",
        "status": "Partially achieved",
        "source_page": 15
      }
    ],
    "_source_urls": {
      "annual_report_url": "https://www.servicesaustralia.gov.au/sites/default/files/2025-10/8101-2510-hi-ar-24-25-fa.pdf",
      "corporate_plan_url": ""
    }
  },
  "ideas": [
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Citizen Services",
      "scale": "small",
      "title": "Plain-language service pages and proactive status updates",
      "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.",
      "quote": "[Page 8]\nDuring 2022–23, Services Australia implemented changes to support the operation\nof the HI Service by:\nsupporting customers using Medicare Public Key Infrastructure (PKI)\ncertificates to upgrade to National Authentication Service for Health (NASH)\ncertificates for access to the HI Service\nsupporting customers using the NASH PKI certificates transition from\nSHA-1 to SHA-2, providing time for customers to test and implement\na staged approach\nsupporting the integration of Provider Connect Australia, administered\nby ADHA, to authenticate using PRODA credentials\ncontinuing to support the life event of birth of a child for earlier connectivity\nto digital health services\ncontinuing to support people with their access to Medicare Entitlement\nStatements, secure messaging and electronic prescriptions.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)",
      "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.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Citizen Services",
      "scale": "large",
      "title": "Single front door for life-event based services",
      "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.",
      "quote": "[Page 8]\nDuring 2022–23, Services Australia implemented changes to support the operation\nof the HI Service by:\nsupporting customers using Medicare Public Key Infrastructure (PKI)\ncertificates to upgrade to National Authentication Service for Health (NASH)\ncertificates for access to the HI Service\nsupporting customers using the NASH PKI certificates transition from\nSHA-1 to SHA-2, providing time for customers to test and implement\na staged approach\nsupporting the integration of Provider Connect Australia, administered\nby ADHA, to authenticate using PRODA credentials\ncontinuing to support the life event of birth of a child for earlier connectivity\nto digital health services\ncontinuing to support people with their access to Medicare Entitlement\nStatements, secure messaging and electronic prescriptions.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "annual-reports/2022-23.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2023-10/8101-2310.pdf)",
      "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.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Staff Productivity",
      "scale": "small",
      "title": "Reusable briefing and summary assistant for internal documents",
      "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.",
      "quote": "[Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "APS staff / executives",
      "source": "annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)",
      "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.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Sensitive information leakage",
        "Inconsistent quality of generated drafts"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Staff Productivity",
      "scale": "large",
      "title": "Department-wide knowledge and briefing platform",
      "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.",
      "quote": "[Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "APS staff / executives",
      "source": "annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)",
      "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.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Sensitive information leakage",
        "Inconsistent quality of generated drafts"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Procurement & Delivery",
      "scale": "small",
      "title": "Procurement lessons library for repeat purchases",
      "idea": "Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.",
      "quote": "[Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Delivery teams / suppliers",
      "source": "annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)",
      "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.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Procurement & Delivery",
      "scale": "large",
      "title": "Portfolio delivery office for major investments",
      "idea": "Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.",
      "quote": "[Page 17]\nTable 6: HI Service operating statement 2021–22\nQtr 1 Qtr 2 Qtr 3 Qtr 4 2021–22\nJul–Sep Oct–Dec Jan–Mar Apr–Jun Total\n$’000 $’000 $’000 $’000 $’000\nIncome\nOperational revenue 2,281 1,929 2,024 7,412 13,646\nTotal income 2,281 1,929 2,024 7,412 13,646\nExpenditure\nHI Service\nProgram Management\nStaff costs 554 329 582 542 2,007\nContractors 20 18 15 1 54\nStaff related costs 26 54 22 35 137\nTravel – – – – –\nOther operational costs 55 39 54 20 168\n655 440 673 598 2,366\nHI Service Delivery\nStaff costs 138 251 114 5,361 5,864\nContractors – – – – –\nStaff related costs – – – – –\nTravel – – – – –\nOther operational costs 6 3 6 – 15\n144 254 120 5,361 5,879\nInformation Technology\nStaff costs 166 122 222 186 696\nContractors 633 430 326 584 1,973\nStaff related costs – – – – –\nTravel – – – – –\nComputer hardware\n683 683 683 683 2,732\nand software\n1,482 1,235 1,231 1,453 5,401",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Delivery teams / suppliers",
      "source": "annual-reports/2021-22.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2022-10/8101-2210.pdf)",
      "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.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Case Processing",
      "scale": "small",
      "title": "Triage queue for stuck or ageing cases",
      "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.",
      "quote": "[pages 14,15,16,17,18,20]\need of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\nComplaints — acknowledged within\n≥ 85 out of 100 100%\n5 business days of complaint made\nComplaints — actioned and finalised with\n≥ 85 out of 100 100%\n30 calendar days of complaint received\n14 SERVICES AUSTRALIA",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Applicants / case officers",
      "source": "annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)",
      "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.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Case Processing",
      "scale": "large",
      "title": "End-to-end case processing redesign",
      "idea": "Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.",
      "quote": "[pages 14,15,16,17,18,20]\need of answer in < 7 minutes\nCall centre responsiveness — provider average\n≥ 80% 73.3%\nspeed of answer in < 2 minutes\nOnline service request — no staff intervention\nrequired, and successful validation requests ≥ 95% 100%\nprocessed within <5 minutes\nOnline service request — staff intervention with\nrequest resolved within 5 business days from ≥ 95% 92.71%\nsubmission\nPaper form processing — processed within\n≥ 95% 99.41%\n10 business days of completed application\nOutbound correspondence — notification\ndispatched within 10 business days from ≥ 95% 99.41%\nreceipt of a completed application\nComplaints — acknowledged within\n≥ 85 out of 100 100%\n5 business days of complaint made\nComplaints — actioned and finalised with\n≥ 85 out of 100 100%\n30 calendar days of complaint received\n14 SERVICES AUSTRALIA",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Applicants / case officers",
      "source": "annual-reports/2023-24.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2024-10/8101-2410.pdf)",
      "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.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Data & Performance",
      "scale": "small",
      "title": "KPI evidence register with named owners",
      "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.",
      "quote": "As noted in paragraph 1.2 of the Coalition Senators’ Additional Comments, the Department of Human\nServices has implemented all five recommendations from the 2013-14 Australian National Audit Office\n(ANAO) audit into the Integrity of Medicare Customer Data, including ensuring compliance with the\nmandatory requirements of the Information Security Manual.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)",
      "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.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
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      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Data & Performance",
      "scale": "large",
      "title": "Outcome dashboard linking budget, delivery, and public impact",
      "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.",
      "quote": "As noted in paragraph 1.2 of the Coalition Senators’ Additional Comments, the Department of Human\nServices has implemented all five recommendations from the 2013-14 Australian National Audit Office\n(ANAO) audit into the Integrity of Medicare Customer Data, including ensuring compliance with the\nmandatory requirements of the Information Security Manual.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)",
      "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.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
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      "risks": [
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        "Change fatigue",
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      "entity_id": "B-004612",
      "entity_name": "Independent Advisory Board",
      "folder_name": "Independent-Advisory-Board",
      "category": "Risk & Assurance",
      "scale": "small",
      "title": "Recommendation tracker for audits, reviews, and inquiries",
      "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.",
      "quote": "As noted in paragraph 1.2 of the Coalition Senators’ Additional Comments, the Department of Human\nServices has implemented all five recommendations from the 2013-14 Australian National Audit Office\n(ANAO) audit into the Integrity of Medicare Customer Data, including ensuring compliance with the\nmandatory requirements of the Information Security Manual.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / assurance teams",
      "source": "reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)",
      "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.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
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        "Change fatigue",
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      "scale": "large",
      "title": "Integrated assurance and lessons-learned system",
      "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.",
      "quote": "As noted in paragraph 1.2 of the Coalition Senators’ Additional Comments, the Department of Human\nServices has implemented all five recommendations from the 2013-14 Australian National Audit Office\n(ANAO) audit into the Integrity of Medicare Customer Data, including ensuring compliance with the\nmandatory requirements of the Information Security Manual.",
      "impact": "Very High",
      "effort": "High",
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      "beneficiaries": "Executives / assurance teams",
      "source": "reviews/senate-inquiry-response-shergold-and-senate.pdf (https://www.servicesaustralia.gov.au/sites/default/files/2018/02/senate-inquiry-response-shergold-and-senate.pdf)",
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