{ "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_global_initiatives_structured": false, "n_global_initiatives": 0, "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": "" }, "global_initiatives": 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" ] }, { "entity_id": "B-004612", "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." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "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": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-004612", "entity_name": "Independent Advisory Board", "folder_name": "Independent-Advisory-Board", "category": "Risk & Assurance", "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", "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": [ "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", "Regulatory capture", "Over-automation of judgement" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": "2024-25", "url": 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