New measures – including more staff on the phones and better technology – will tackle increased demand for Centrelink services.

 

Senator Kim Carr said increased demand for assistance from Centrelink comes as a result of changes in economic conditions, changes to the social security system, and the growing complexity of calls.

 

"I have asked the Department to redeploy staff to call centre activities to meet increased waiting times, and deal with peak demand," Senator Kim Carr said.

 

"This will be an important step, as improving services will take a combination of measures such as increased staff, better technology and improved processes.

 

"The Government secured the jobs of 600 skilled call centre staff with an additional $206 million in the last Budget. To deal with peak time this year Centrelink put on an additional 720 positions since March. I have now asked them to go further to address the unprecedented demand for assistance," he said.

 

"These measures are in addition to a range of other measures taken – including new callback technology, more online services, and a new, single telecommunications contract with Telstra. 

 

"The new $474 million telephone contract will allow us to move staff to areas of greatest need more easily, and redirect telephone traffic as further measures to respond to peak demand periods.

 

Senator Kim Carr said Centrelink takes about 150,000 calls a day – about 38 million in 2011-12. This is up 7 million from 2005-06.

 

"Economic volatility has resulted in more people looking into their options to make ends meet. For example more pensioners are working part-time, and the net result is more people seeking assistance on the phone. Even with this increase, the Australian-based call centres are highly effective, with well-trained staff," he said.

 

On average calls are answered in 12 minutes, with more than two-thirds answered within 15 minutes. Eighty-eight per cent of callers rate the service 'good' or 'very good'.

 

More information on callback technology is at  humanservices.gov.au/piq.