Government to spend $430,000 on consultants to fix Centrelink call centres, but staff say there's an easy answer
Canberra Times
February 3 2018

The Turnbull government is under fire for handing over $430,000 to an American consultancy firm for ideas about resolving problems with Centrelink call centres.   

Centrelink telephone services have attracted sustained criticism in recent years, with more than 55 million calls met with an engaged tone in the past financial year.   :(

Telephone wait times also ballooned over the year, with people calling the welfare agency waiting on average 15 minutes and 44 seconds to speak with someone.

Pressure on the system prompted the federal government to team up with outsourcing group Serco late last year to help operate the service, taking on an extra 250 staff to cut through the backlog of calls.

Now, in a development first reported by The Guardian, the federal government has brought in a foreign consultant to improve the call centre's operations.

The contract was awarded on a limited tender to US-based consultancy Brad Cleveland Company LLC for $430,000.

Community and Public Sector Union national secretary Nadine Flood described the spend as an outrageous waste.   :(

"This is an absolutely outrageous amount to spend for this American consultant to tell us what any Centrelink call centre worker or customer already knows," Ms Flood told AAP.

"DHS desperately needs more permanent staff to provide the service standards that Australians need and deserve."

Labor human services spokeswoman Linda Burney said throwing money at consultants and outsourcing groups would not fix the problems at Centrelink.

"Turnbull cut 1200 jobs from Centrelink at last year's budget, and unanswered calls doubled to 55 million," Ms Burney said.   :(   

"Centrelink needs permanent, full-time staff, who are qualified and familiar with the often complex issues facing Australians who require income support."

However, Human Services Minister Michael Keenan said the coalition was cleaning up a mess created by Labor.

"The previous Labor government slashed the department's average staffing level and caused call-wait times to balloon," Mr Keenan said.

"The coalition government is investing in major business and IT projects to modernise services, making it easier for people to interact with the department.

Centrelink just keeps you hanging on the telephone
Riverine Herad
January 31, 2018


PEOPLE in the twin towns are spending more time listening to the dreaded hold music when calling Centrelink.   :(

In its annual report the welfare agency reported people spent an average of 15 minutes and 44 seconds waiting to speak to someone.

While still within the organisations target of 16 minutes, the new figures represented a 35 second increase in wait times on the previous year.

The wait time is the longest recorded since Centrelink’s parent agency, the Department of Human Services (DHS), overhauled its reporting regime in 2014.

Echuca’s Centrelink Service Centre fared better, with an average wait time of 15 minutes for the 50,000 customer contacts it received in the last financial year.


An Echuca mother said she spends an infuriating amount of time on the phone reporting her income to receive a single parent pension.

“Sometimes I’m not able to report online so I have to call Centrelink and wait a really long time,” she said.

“It’s extremely frustrating because I don’t have a choice. I need the payments to pay my bills and care for my daughters.

“Something needs to be done to bring the wait times down and make it easier for people in my situation.

“It would be much easier if I could always take care of everything online. That way I could get it done quicker and free up the phone lines for someone with more complex issues.”

Federal Member for Murray Damian Drum said there was “no quick fix” for the increasing wait times.   

“The Government is increasing the number of staff that answer calls and is improving the phone system technology which should reduce wait times. Last year Centrelink handled more than 50 million calls,” he said.

“Centrelink is adopting new technologies to cut wait times for clients, this includes digital assistance to help with simple questions, regular updates to the website and the ability for clients to track their claims.

“If anyone is having ongoing difficulties with their Centrelink claims please contact my office.”

Shadow Assistant Minister for Rural and Regional Australia Lisa Chesters said the Department of Human Services has seen a “revolving door of incompetent Ministers.”   :(

“We have some of the most at-risk individuals in regional Victoria who require urgent assistance and these wait times are just unacceptable,” she said.

“I have constituents constantly calling my office frustrated with Centrelink wait times because they have been on hold for hours at a time without any real outcomes.

“Centrelink needs permanent, full-time staff, who are properly trained and familiar with the complex issues facing Australians who rely on our social security system.

“These wait times are hurting families, hurting students and hurting the unemployed. Centrelink is in crisis under Malcolm Turnbull and he must fix this mess immediately.   :(

whiteknight wrote on Feb 4^th, 2018 at 5:40am:

Government to spend $430,000 on consultants to fix Centrelink call centres, but staff say there's an easy answer Canberra Times February 3 2018 The Turnbull government is under fire for handing over $430,000 to an American consultancy firm for ideas about resolving problems with Centrelink call centres.    Centrelink telephone services have attracted sustained criticism in recent years, with more than 55 million calls met with an engaged tone in the past financial year.   :( Telephone wait times also ballooned over the year, with people calling the welfare agency waiting on average 15 minutes and 44 seconds to speak with someone. Pressure on the system prompted the federal government to team up with outsourcing group Serco late last year to help operate the service, taking on an extra 250 staff to cut through the backlog of calls. Now, in a development first reported by The Guardian, the federal government has brought in a foreign consultant to improve the call centre's operations. The contract was awarded on a limited tender to US-based consultancy Brad Cleveland Company LLC for $430,000. Community and Public Sector Union national secretary Nadine Flood described the spend as an outrageous waste.   :( "This is an absolutely outrageous amount to spend for this American consultant to tell us what any Centrelink call centre worker or customer already knows," Ms Flood told AAP. "DHS desperately needs more permanent staff to provide the service standards that Australians need and deserve." Labor human services spokeswoman Linda Burney said throwing money at consultants and outsourcing groups would not fix the problems at Centrelink. "Turnbull cut 1200 jobs from Centrelink at last year's budget, and unanswered calls doubled to 55 million," Ms Burney said.   :(    "Centrelink needs permanent, full-time staff, who are qualified and familiar with the often complex issues facing Australians who require income support." However, Human Services Minister Michael Keenan said the coalition was cleaning up a mess created by Labor. "The previous Labor government slashed the department's average staffing level and caused call-wait times to balloon," Mr Keenan said. "The coalition government is investing in major business and IT projects to modernise services, making it easier for people to interact with the department.

55 million calls, how many people are on welfare?

Here is a simple solution, get a job and stop relying on handouts from taxpayers.

Baronvonrort wrote on Feb 4^th, 2018 at 8:06am:

55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers.

That's not always so easy.
I know an engineer with an impressive record who
applied for 600 jobs over one year to get 20 replies & 4 interviews.
He finally succeeded with one low paying lousy job.

Baronvonrort wrote on Feb 4^th, 2018 at 8:06am:

55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers.

Totally agree baron, the only way to avoid being fkked around by the dole office is to not have anything to do with the dole office.


I personally have never had a problem with the dole office.

BigOl64 wrote on Feb 4^th, 2018 at 8:28am:

Baronvonrort wrote on Feb 4th, 2018 at 8:06am: 55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers. Totally agree baron, the only way to avoid being fkked around by the dole office is to not have anything to do with the dole office. I personally have never had a problem with the dole office.

When I was out of work in 2013 they never helped me -
I never got a penny from them -
yet they wasted days of my time filling out forms & doing interviews.

BigOl64 wrote on Feb 4^th, 2018 at 8:28am:

Baronvonrort wrote on Feb 4th, 2018 at 8:06am: 55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers. Totally agree baron, the only way to avoid being fkked around by the dole office is to not have anything to do with the dole office. I personally have never had a problem with the dole office.

many blessings and so ,

you ArE on the take then .. can you spell communism ?

some blame the flamin' pinko's yet either way

be at peace

namaste

▲

it_is_the_light wrote on Feb 4^th, 2018 at 8:41am:

BigOl64 wrote on Feb 4th, 2018 at 8:28am: Baronvonrort wrote on Feb 4th, 2018 at 8:06am: 55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers. Totally agree baron, the only way to avoid being fkked around by the dole office is to not have anything to do with the dole office. I personally have never had a problem with the dole office. many blessings and so , you ArE on the take then .. can you spell communism ? some blame the flamin' pinko's yet either way be at peace namaste ▲

You're not much of between the line type person are you?  ;D ;D ;D

The reason I have never have a problem with the dole office, is because I never fkken use them.

Duuuh


Now run along you tin foil hat wearing conspiraloon.

Bobby. wrote on Feb 4^th, 2018 at 8:32am:

BigOl64 wrote on Feb 4th, 2018 at 8:28am: Baronvonrort wrote on Feb 4th, 2018 at 8:06am: 55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers. Totally agree baron, the only way to avoid being fkked around by the dole office is to not have anything to do with the dole office. I personally have never had a problem with the dole office. When I was out of work in 2013 they never helped me - I never got a penny from them - yet they wasted days of my time filling out forms & doing interviews.

Rule one, look after yourself and not rely on useless lazy public servants and you will always be a lot better off.

Bobby. wrote on Feb 4^th, 2018 at 8:22am:

Baronvonrort wrote on Feb 4th, 2018 at 8:06am: 55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers. That's not always so easy. I know an engineer with an impressive record who applied for 600 jobs over one year to get 20 replies & 4 interviews. He finally succeeded with one low paying lousy job.

Seems like potentially a lot of voters. 

BigOl64 wrote on Feb 4^th, 2018 at 8:48am:

You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon.

BigHole,

REALITY CHECK.

stop putting down other people and tell the truth.

The only reason you're not down at Centerlink is
because you got a cushy Govt. pension after you left the air force.
It's not because you're a great man who doesn't need any help
and would find it easy to get another job.

Bobby. wrote on Feb 4^th, 2018 at 8:58am:

BigOl64 wrote on Feb 4th, 2018 at 8:48am: You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon. BigHole, REALITY CHECK. stop putting down other people and tell the truth. The only reason you're not down at Centerlink is because you got a cushy Govt. pension after you left the air force. It's not because you're a great man who doesn't need any help and would find it easy to get another job.

precisely and yes

he is on the take sucking on the public bosom ..

what a guy .. yet fear not for you are forgiven

so be at peace

namaste

╰დ╮ॐ╭დ╯

Bobby. wrote on Feb 4^th, 2018 at 8:58am:

BigOl64 wrote on Feb 4th, 2018 at 8:48am: You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon. BigHole, REALITY CHECK. stop putting down other people and tell the truth. The only reason you're not down at Centerlink is because you got a cushy Govt. pension after you left the air force. It's not because you're a great man who doesn't need any help and would find it easy to get another job.

Yes my Vet Affairs pension is a total of $16 per fornight and it keeps me living large since I got out.


So well done fkkhead, you got it wrong yet again.  ;D ;D ;D ;D ;D ;D ;D ;D ;D



I make sure I am very employable and that is what keeps me off the dole queue, nothing else.

BigOl64 wrote on Feb 4^th, 2018 at 10:24am:

Bobby. wrote on Feb 4th, 2018 at 8:58am: BigOl64 wrote on Feb 4th, 2018 at 8:48am: You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon. BigHole, REALITY CHECK. stop putting down other people and tell the truth. The only reason you're not down at Centerlink is because you got a cushy Govt. pension after you left the air force. It's not because you're a great man who doesn't need any help and would find it easy to get another job. Yes my Vet Affairs pension is a total of $16 per fornight and it keeps me living large since I got out. So well done fkkhead, you got it wrong yet again.  ;D ;D ;D ;D ;D ;D ;D ;D ;D I make sure I am very employable and that is what keeps me off the dole queue, nothing else.

Itchys are laying off their peggies in favour of 457s

Its time wrote on Feb 4^th, 2018 at 10:31am:

BigOl64 wrote on Feb 4th, 2018 at 10:24am: Bobby. wrote on Feb 4th, 2018 at 8:58am: BigOl64 wrote on Feb 4th, 2018 at 8:48am: You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon. BigHole, REALITY CHECK. stop putting down other people and tell the truth. The only reason you're not down at Centerlink is because you got a cushy Govt. pension after you left the air force. It's not because you're a great man who doesn't need any help and would find it easy to get another job. Yes my Vet Affairs pension is a total of $16 per fornight and it keeps me living large since I got out. So well done fkkhead, you got it wrong yet again.  ;D ;D ;D ;D ;D ;D ;D ;D ;D I make sure I am very employable and that is what keeps me off the dole queue, nothing else. Itchys are laying off their peggies in favour of 457s

Looks like you're in trouble then.  ;D ;D

BigOl64 wrote on Feb 4^th, 2018 at 10:24am:

Bobby. wrote on Feb 4th, 2018 at 8:58am: BigOl64 wrote on Feb 4th, 2018 at 8:48am: You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon. BigHole, REALITY CHECK. stop putting down other people and tell the truth. The only reason you're not down at Centerlink is because you got a cushy Govt. pension after you left the air force. It's not because you're a great man who doesn't need any help and would find it easy to get another job. Yes my Vet Affairs pension is a total of $16 per fortnight and it keeps me living large since I got out. So well done fkkhead, you got it wrong yet again.  ;D ;D ;D ;D ;D ;D ;D ;D ;D I make sure I am very employable and that is what keeps me off the dole queue, nothing else.

$16 - yeah right:

https://www.dva.gov.au/benefits-and-payments/income-support/you-and-your-pension/chapter-3-which-pension-do-you-get#age

Bobby. wrote on Feb 4^th, 2018 at 11:57am:

BigOl64 wrote on Feb 4th, 2018 at 10:24am: Bobby. wrote on Feb 4th, 2018 at 8:58am: BigOl64 wrote on Feb 4th, 2018 at 8:48am: You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon. BigHole, REALITY CHECK. stop putting down other people and tell the truth. The only reason you're not down at Centerlink is because you got a cushy Govt. pension after you left the air force. It's not because you're a great man who doesn't need any help and would find it easy to get another job. Yes my Vet Affairs pension is a total of $16 per fortnight and it keeps me living large since I got out. So well done fkkhead, you got it wrong yet again.  ;D ;D ;D ;D ;D ;D ;D ;D ;D I make sure I am very employable and that is what keeps me off the dole queue, nothing else. $16 - yeah right: https://www.dva.gov.au/benefits-and-payments/income-support/you-and-your-pension/chapter-3-which-pension-do-you-get#age

That is a retirement pension d1ckhead, Im not retired, nor am I entitled to a retirement pension if I was.


My DVA pension is for injuries sustained during service, and that is what I get.



Seems you're still and idiot for a second time.

So BigHole is not on a cushy Govt. pension.

We all believe you.

Bobby. wrote on Feb 4^th, 2018 at 12:23pm:

So BigHole is not on a cushy Govt. pension. We all believe you.

No way !

bighole is on sickness benefits. Can't you tell !!

Bobby. wrote on Feb 4^th, 2018 at 12:23pm:

So BigHole is not on a cushy Govt. pension. We all believe you.

No I work for a living dickhead and proud to do so


You are the one who demands welfare not me

Surely even the dumbest of Lefties would realize that the telephone congestion at their Alma mater Centrelink is quite deliberate to discourage them from bludging on the taxpayers.

Are the Lefties frozen with fright as their Welfare freezes over ?



Budget 2017: The War On Welfare
By Josh Butler 09/05/2017 7:53 PM AEST | Updated 09/05/2017 9:17 PM AEST

If you're on Centrelink, and take drugs, the government has you in its sights.

Drug testing for welfare recipients. Expanding the controversial Cashless Debit Card to more communities, and to those who fail drug tests. Cutting disability payments for alcoholism and drug addiction. A speeding-style "demerit" system for missing appointments.

Welcome to the new normal for Centrelink recipients, as the government backs in a wide-ranging crackdown on the welfare system.

As leaked on Tuesday morning a new demerit system will penalise "deliberate non-compliance" with Centrelink requirements, such as missing jobseeker appointments. Racking up four demerit points in six months will put recipients on an "Intensive Compliance Phase", with three strikes. First strike will see recipients lose half their fortnightly payment; strike two, lose 100 percent of the payment; and strike three, have their payment cancelled for a month.

Strikes will be avoided if the recipient has a "reasonable excuse", but we haven't been briefed as to what "reasonable" includes. The plan is forecast to save $632 million over five years, $126 million per year – not an insignificant amount of welfare payments to be held back due to missing appointments. It is unclear how vulnerable welfare recipients would be able to survive having their payments cut off for a month, and the budget papers don't outline what extra support – if any – would be provided in the absence of regular payments.

You'll also lose your disability support pension if your disability is "on the sole basis" of drug or alcohol abuse. Treasury expects around 450 people each year to be affected by this change, which comes into effect in July, but that "90 percent" will be eligible for Newstart or Youth Allowance instead. This is expected to save $21 million over five years.

Then there's drug testing, with Morrison announcing 5000 welfare recipients would be included in a "modest" trial. A Department of Social Services official told HuffPost Australia the trial would be set across three locations (still to be confirmed), with recipients to be given surprise random drug tests during routine Centrelink interviews. The test would screen for ecstasy, methamphetamines and cannabis, and operate similar to roadside saliva tests conducted by police. The official assured us, however, that welfare recipients who use medical cannabis for legitimate reasons would not be penalised when the drug shows up in their system, and their medical status would be considered.

On the first drug detection, recipients would be directed into a drug program and their payments would not be affected. Only on a subsequent detection would they be directed to some form of "quarantining" of their payments. Morrison's speech said these recipients would be put onto the Cashless Debit Card, the controversial program which gives welfare recipients a special debit card instead of depositing income into their bank account. The card is pre-loaded with money, but cannot be used to pay for alcohol or gambling, and the amount of cash that can be withdrawn from an ATM is limited.

The debit card program, which has been met with mixed reviews since rolling out in Ceduna and East Kimberley, will be continued and expanded to two new sites by September. Another Department of Social Services official told HuffPost Australia the sites had not been selected, but areas including Bundaberg and Broome had expressed interest. The expanded trial would include 8000 people across the two sites. Ceduna and Kimberley communities have both praised and criticised the trial debit card program – some say it has helped with alcohol and gambling issues in the towns, others say people are being penalised by not being able to withdraw cash to purchase food or essentials at community markets, among other complaints about accessibility issues – but the government seems fixed on pushing ahead with the program.

Elsewhere, payment categories are being streamlined, with a new payment called Jobseeker to become "the main working age payment" and seven current payments to be "consolidated or ceased". The Newstart and Sickness Allowance payments are to be rebadged as Jobseeker, with treasury assuring that people will be paid "at the same payment rate" they are on now. Several other categories will also be shifted. People currently on the Wife Pension will be moved to either the Jobseeker, Age Pension or Carer Payment, at the same payment rates; Bereavement Allowance will also become Jobseeker, but without some of the obligations. Widow B Pension, Partner Allowance and Widow Allowance will also be ceased when the current recipients get old enough to qualify for the Age Pension.

Things are about to get more difficult for Australia's welfare recipients.

http://www.huffingtonpost.com.au/2017/05/09/budget-2017-the-war-on-welfare_a_22077199/

BigOl64 wrote on Feb 4^th, 2018 at 6:39pm:

Bobby. wrote on Feb 4th, 2018 at 12:23pm: So BigHole is not on a cushy Govt. pension. We all believe you. No I work for a living dickhead and proud to do so You are the one who demands welfare not me

Come on BigHole,
you've taken your place in the welfare state:

http://www.youtube.com/watch?v=NS5bxk89gQg

Sir lastnail wrote on Feb 4^th, 2018 at 2:31pm:

Bobby. wrote on Feb 4th, 2018 at 12:23pm: So BigHole is not on a cushy Govt. pension. We all believe you. No way ! bighole is on sickness benefits. Can't you tell !!

If that's the case, they're under paying him.

The phone calls to Centrelink would take so long that I decided to wait no longer than 5 minutes and then hang up and go to the office. I figure that I am probably getting in the way of people who can't go to the office and need to use the phone. Since the internet has been the way to go for the last 15 years, I have no need to go to Centrelink -- other than to hand things in to them.

My phone has a battery life of about an hour. After 40 minutes, if the phone call goes through, the person on the other end can barely hear. And internet company had a policy of getting the customer to be called back if they leave a name and number.

I figure that even an extra 5 everyday staff on Centrelink call centres would eat up wait times.

Baronvonrort wrote on Feb 4^th, 2018 at 8:06am:

55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers.

Here is a better solution, stop the eternal Hunger Games in the job market and create enough jobs for everyone to have one at the same time.

BigOl64 wrote on Feb 4^th, 2018 at 8:48am:

it_is_the_light wrote on Feb 4th, 2018 at 8:41am: BigOl64 wrote on Feb 4th, 2018 at 8:28am: Baronvonrort wrote on Feb 4th, 2018 at 8:06am: 55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers. Totally agree baron, the only way to avoid being fkked around by the dole office is to not have anything to do with the dole office. I personally have never had a problem with the dole office. many blessings and so , you ArE on the take then .. can you spell communism ? some blame the flamin' pinko's yet either way be at peace namaste ▲ You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon.

You are in for an absolute treat if you ever find yourself in that position through no fault of your own and nothing you can do about it.

The majorioty of people who are unemployed were in your position before it happened.

Baronvonrort wrote on Feb 4^th, 2018 at 8:06am:

55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers.

There is no way to tell using these figures.

To get one successful call to centrelink you will likely make between 10 and 20 unsuccessful attempts, you will eventually be put through to the incorrect person and eventually the call will be dropped out (accidentally) triggering a restart of the process. You will likely repeat this process between 12 and 40 times a year.

Dnarever wrote on Feb 6^th, 2018 at 8:00pm:

BigOl64 wrote on Feb 4th, 2018 at 8:48am: it_is_the_light wrote on Feb 4th, 2018 at 8:41am: BigOl64 wrote on Feb 4th, 2018 at 8:28am: Baronvonrort wrote on Feb 4th, 2018 at 8:06am: 55 million calls, how many people are on welfare? Here is a simple solution, get a job and stop relying on handouts from taxpayers. Totally agree baron, the only way to avoid being fkked around by the dole office is to not have anything to do with the dole office. I personally have never had a problem with the dole office. many blessings and so , you ArE on the take then .. can you spell communism ? some blame the flamin' pinko's yet either way be at peace namaste ▲ You're not much of between the line type person are you?  ;D ;D ;D The reason I have never have a problem with the dole office, is because I never fkken use them. Duuuh Now run along you tin foil hat wearing conspiraloon. You are in for an absolute treat if you ever find yourself in that position through no fault of your own and nothing you can do about it. The majorioty of people who are unemployed were in your position before it happened.

Being long term unemployed is a pretty rare situation for most people.

Usually it is the stupid and the lazy that spend their lives fighting with the dole office and my age that is becoming less and less likely since it not something Ive done in the last 30+ years.