SERVICES AUSTRALIA — FULL DEPARTMENTAL MODELLING

Australians Unified Format — Consistent with all other sub‑department models

STEP 1 — WHAT SERVICES AUSTRALIA DOES NOW

Portfolio: Social Services Portfolio Agency: Services Australia (SA)

Current responsibilities:

• Delivers payments and services for Medicare, Centrelink and Child Support

• Provides digital and in‑person service access for millions of Australians

• Manages identity verification and secure access systems

• Supports emergency and disaster payments

• Operates call centres, service centres and digital platforms

• Provides whole‑of‑government service delivery infrastructure

• Coordinates with DSS, Health, ATO, NDIS, Veterans’ Affairs and other portfolios

Who Services Australia serves:

• Families, children and young people

• Older Australians

• People with disability

• Carers and caregivers

• Jobseekers and workers

• Students and apprentices

• People experiencing hardship or crisis

GENERAL OPERATIONS (CURRENT)

• Processes income support, Medicare and child support claims

• Manages digital identity and secure access systems

• Provides in‑person and call‑centre support

• Delivers emergency and disaster payments

• Supports vulnerable customers through specialist teams

• Maintains national service delivery infrastructure

• Coordinates with multiple portfolios and agencies

• Manages large‑scale data, payments and case systems

Operational characteristics:

• High‑volume, high‑complexity service delivery

• Heavy reliance on digital systems and case management

• High public visibility and accountability

• Strong focus on vulnerable populations

• National footprint across metro, regional and remote Australia