Behavioural insights and social security

Tanya Thornton, National Manager, Partnerships and Customer Insights Branch

Lesley Stein, Director, Research Practice Team
Services Australia, Australia

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Operational snapshot: Who are our customers?

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Operational snapshot: Claims and payments

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Operational snapshot: Customer interactions

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Operational snapshot: Technology and staffing

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 Services Australia’s vision

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Customer Experience Management Framework

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 Supporting Australians through COVID-19
MARCH 2020: ONSET OF COVID
POSSIBLE SOLUTIONS
Impact of Coronavirus being felt. 14 APRIL 2020
Journey mapping and
Social restrictions announced and
policy and legislation STREAMLINED Claim reduced
business impacts including job losses.
review. CLAIM RELEASED from
164 questions
REVIEW OF to 10
EXISTING PROCESS
Identified critical claim drop out points. USER TESTING
Prime Minister’s
announcement of
supports including
24 supplements and
March stimulus payments.

BEHAVIOURAL INSIGHTS
REVISED JOURNEY MAPS
Review of claim process
25 MARCH 2020
and visual design.
To highlight customer
JobSeeker intention to claim
experience through ICT build.
made available via myGov.
Make things CONTINUAL IMPROVEMENT
easy,
POST RELEASE
accessible,
Enormous increase in the salient and Customer Reference Number
number of Australians timely digital solution
seeking assistance
Online Proof of Identity service

Nudge messaging for

uncompleted claims.

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Reimagining customer experience

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Thank you!

Tanya Thornton, National Manager, Partnerships and Customer Insights

Lesley Stein, Director, Research Practice Team

Services Australia, Australia

Contact: Tanya.Thornton@servicesaustralia.gov.au and lesley.stein@servicesaustralia.gov.au

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