Fed: Centrelink denies it is in crisis

AAP General News (Australia)
02-02-2000
Fed: Centrelink denies it is in crisis

Centrelink chief SUE VARDON has denied the welfare service provider is in crisis --
she says in fact it's leading the world in public sector reform.

But she's admitted the agency has an image problem that its finding hard to shake.

She's told the National Press Club that as long as people tell Centrelink error stories,
there's a problem for the agency's image.

Created from a 1997 merger of the former Department of Social Security and the Department
of Employment, Education, Training and Youth Affairs, Centrelink delivers welfare under
contract to government agencies.

But the agency has been plagued by problems including rising customer aggression, overloaded
phone lines and appointment schedules, and a 230 per cent jump in staff stress levels.

As well, the government has come under fire for slashing jobs and funding from the
newly-corporatised body.

But Ms VARDON says Centrelink has succeeded in completing a challenge akin to putting
man on the moon - successfully dealing with more than six million customers and 22 million
calls a year.

She says this July it will deliver savings totalling $361 million to the taxpayer though
a combination of advanced technology and one-to-one service.

AAP RTV rft/mfh/kbw/pjg

KEYWORD: CENTRELINK (CANBERRA)

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