Human Services Minister Chris Bowen says, "This reform is about cutting red tape and making processes more efficient for those who require a Government service and those who provide it."

An article in ‘The Australian’ quoted the Parliamentary secretary for community services Julie Collins saying, "increased self-service options will allow people to manage their own affairs, including through expanded online services," and added that this integration into a single department would “bring together back-office functions to improve efficiency, reduce costs and free up staff”.

Ms Collins also mentioned that the government was conscious of the need to protect customer data. "Importantly, any new sharing of customer data within the integrated department will occur only with customer consent.”

Along with Medicare and Centrelink, this new agency will also incorporate the Child Support Agency and disability service organisation, CRS Australia, under the one roof. The changes are predicted to “improve service delivery and reduce bureaucratic processes and duplication” and, as stated in an article from ‘The Australian Financial Review’, will begin “a new era of service delivery”.

Mr Bowen says the changes are needed as the population ages and more people require pension and carer payments.

20 new offices are expected to be set up around the country by the end of next year and a further 20 by the end of 2012 – time will tell whether or not there is actually an improvement in service delivery.

Bronte