1. An overview of our department’s self managed services
Welcome to Country and attendees
This evening/today we will:
provide you with an overview of the digital products available and
an opportunity to have some practical exposure to these products
To do this I will go through, in brief, what online and digital products are available and some general information. You will then be able to spend minutes in break out groups looking in more detail at these products.
Provided – a pack of information including a feedback survey for completion tonight to assist in in future planning
Staff will be available to assist you at the end of the presentations if you would like to register or download any of the products or have any questions
I hope you enjoy the evening and find the information useful and a practical tool for your organisations.
An overview of our department’s self managed services

2. First in line – every time
Our online accounts, Express Plus apps and phone self service, are easy and convenient ways for you to complete your Centrelink, Medicare and Child Support business without having to wait on the phone or queue at a service centre.
ICE BREAKER: What is your favourite Digital product ? How have your habits changed in the last 2-5 years?
Leads into:
Business and community expectations demand services that will be easy to access, connected and secure.
As we transform our services and the shift towards digital delivery expands, DHS is developing, providing and refining tools to allow our customers to manage their own affairs in an easy to use integrated digital channel.
This will allow us the flexibility and capability to respond quickly to change and maintain support for or most vulnerable customers.

3. Online options Centrelink Medicare Child Support Express Plus apps
Document Lodgement Service (DLS)
Phone Self Service
and Place in Queue
Payment Finder
Service Finder
myGov
eHealth
Information easily accessible from the DHS website.
Options in other languages
Introduce break out Leader- Web/ Online

4. myGov You can link the following accounts to your myGov account:
Medicare
eHealth
Centrelink
Child Support
Department of Veterans’ Affairs
National Disability Insurance Scheme
Australian Taxation Office
Australian JobSearch
When using your myGov account you only need
a single username and password.
myGov is a fast, simple way to access a range of Australian Government services online with 1 username and 1 password, all from 1 secure location
myGov will continue to grow and develop over time adding more services as the main entry point to Australian Government services
Introduce break out Leader- myGov

5. Register for a Centrelink online account
Use your Centrelink online
account to:
claim a range of Centrelink payments
receive online letters
update, view or print most of your details
submit and request documents using DLS
apply for an advance payment and more
Centrelink, Medicare and Child Support customers can do most of their online business with
on their mobile device.
Refer to WEB/ Online Leaders

6. Express Plus Centrelink apps
Use an Express Plus app to:
report your employment income
update your contact details
apply for an advance
subscribe to and view your online letters
view your payments and transaction history
capture and upload documents using DLS
.Introduce break out Leader- APPS

7. Medicare online account or Express Plus Medicare app
Use a Medicare online account or Express Plus Medicare app to do a range of Medicare business including:
claim Medicare benefits
update your contact details
view and update your bank account details
request a duplicate or replacement card
Introduce break out Leader- APPS

8. Child Support online and Express Plus Child Support app
Use a Child Support online account or Express Plus Child Support app to:
update your contact and bank account details
check your payments and receive notification when there is a new payment
receive online letters
advise of a change of care arrangement
advise of a non-agency payment, and more.
In your online account you can also:
send and receive secure messages including attachments
Introduce break out Leader- APPS

9. Online tools to help you submit documents
DLS will save you time and the inconvenience of coming into our offices
use DLS from your computer - you can scan a document and log on to your online account
use DLS from your mobile device - you can take a photo and upload it using your app

10. Online tools to help you use your online account
Instructional videos will help you to do your business online. These videos are available on the Human Services YouTube page and at humanservices.gov.au
Step-by-step guides will show you how to complete a range of transactions using your online account. These guides are available on humanservices.gov.au
Introduce break out Leader- WEB/ONLINE

11. Online tools to help find payments and services
Payment Finder and Service Finder are interactive tools to help you:
find payments and services relevant to your circumstances
step through information when and where it suits you
Payment Finder and Service Finder are available on humanservices.gov.au
Introduce break out Leader- WEB/ONLINE

12. Centrelink Phone Self Service and Place in Queue
Hear, request and update information relevant to your payment type
Report income
Place in Queue provides an option for some customers to elect a call back
Customers must have phone PIN set up
Self service –
Reporting –
Register for Phone self service or IVR- Interactive Voice response
Wiki Link to transcripts of messages :
Intranet page:
IVR allows us to :
gain information from customers about their enquiries
provide information to customers
establish the most appropriate destination to route calls
SpeakFreely™ is an enhanced ‘open speech’ IVR technology that allows the customer to tell us, in their own words, what they are calling about rather than directing them to select an enquiry type from a limited menu of options
Authenticated callers will be provided with reminders or useful information specific to their record. For example the service will remind a customer that they have an appointment at a defined date and time, or that their payments have been cancelled for a specific reason.
The PiQ technology recognises the customers estimated wait time when they call. When that wait time is reached the technology places an outbound call to the customer. This time starts when the call enters the queue and does not include time the customer has spent selecting options or listening to the tailored transfer messages before hearing the hold music.
8 am to 3 pm local time.
Not offered if:
customer does not have a pin or
does not accept the offer to create a PIN and
if any of the self managed services are required.
Expected wait time in a queue reaches 5 minutes (15 seconds for PST)
Call backs offered to Fully Authenticated (Access Level 2 and above) customers*
Callbacks offered to Youth and Students, and PST callers calling from mobiles
Older Australians, Families and Parents, Disabilities Seniors and Carers and Indigenous queues enable customers who enter only their Customer Reference Number /Customer Access Number to receive a call back offer

13. If you don’t have access to a smart phone or computer with an internet connection, you can access our online services using the computers at one of our service centres, Agents and some Access Points.
Connect with us on social media
You can connect with us in many ways including through social media. We have Facebook, Twitter and Google+ accounts, a YouTube channel and an online forum where you can ask questions, seek support and stay up to date.
The Department of Human account provides the public with information about its payments and services, as well as important updates. This account is also used to respond to questions about our department.
on Twitter[1]
Our YouTube channels host a wide range of videos providing customer support around issues like eligibility requirements, and how to use platforms like Express Plus Apps, online accounts and myGov. They also feature up-to-date information on the department's programs and services, myGov member services and insight into the achievements of customers and staff members.

14. Centrelink Confirmation eServices (CCeS)
CCeS is an online service that provides a simple and secure way to confirm a customer’s eligibility for your concessions or services
It provides you with real time customer information
To apply to become a Centrelink Confirmation eServices participant, visit the ‘Business’ section of the Human Services website:
centrelink/confirmation-eservices/
There are three broad categories of CCeS:
Customer confirmation
Income confirmation
Superannuation confirmation
Customer confirmation can:
be used to confirm a customer's entitlement to concessions and services help your
organisation (as a concession provider) to protect the distribution of concessional revenue
confirm a customer’s entitlement to receive a concession for both the Department of Human
Services and Department of Veterans' Affairs.
If you are interested in more informaiotn please let us know.

15. Thank You Go to humanservices.gov.au/selfservice
to find out about self managed services, including online accounts, phone self service and Express Plus apps
Check out :
Payment Finder and Service Finder to find out what payments and services may be available to you.