Minister for the National Disability Insurance Scheme
Minister for Government Services

Media release: Services Australia to put people at the centre of Government

15 July 2019

The Hon Stuart Robert MP

Minister for the National Disability Insurance Scheme
Minister for Government Services

The Morrison Government has today announced the first steps in delivering a substantial reform program that will change the way Australians engage with government, with the appointment of Mr Martin Hoffman to develop a strategic plan to deliver this ambitious reform.

Minister for Government Services, Stuart Robert, said establishing Services Australia to deliver on the commitment to put people at the centre of government is one of the Morrison Government’s highest priorities.

‘I am excited to make this announcement today, as Services Australia will bring in a new era in customer service, focused on the needs and expectations of all Australians dealing with government.’

‘The Prime Minister has made it a priority to ensure dealing with government is faster and easier for all Australians by putting them at the very centre of service delivery,’ Minister Robert said.

‘In those important moments when Australians reach out for government services they rightly expect a simple and seamless interaction. Services Australia will be outcomes focused and will put in place the right structure needed to deliver that experience.

‘Whether Australians are accessing government services digitally, in person or over the phone, in the future I want Services Australia to deliver a similar experience to what Australians are used to when dealing with everyday services, such as banking and shopping.

‘Over the next six weeks, Mr Hoffman and his team will develop a comprehensive strategic plan to deliver on our commitment to service delivery reform for the benefit of all Australians.

‘He brings a wealth of experience to the role, including an extensive understanding of Service NSW’s customer-centric design, as well as a strong background in successful delivery of customer-focused services.’

Services Australia will build on strong foundations to develop a model designed to deliver improved customer service to all Australians.

Page last updated: 15 July 2019