LEX 87587 - Page 2 of 10
Agenda Item 1: Welcome – Chair (Presented by Mr Brenton Halliday)
Welcome and Acknowledgement of Country.
Record of meeting (17 April 2025)
1.
Endorsed the Record of Meeting 17 April 2025
2
Agenda Item 2: Review of Action Items (Presented by Mr Brenton Halliday)
Mr Halliday presented item from the meeting of 17 April 2025 Action List Register.
1.
Noted the committee agreed to close #67, with all members agreeing to the proposed
Terms of Reference (TOR). The endorsed TOR is attached
(Attachment A) and a new
meeting series will be established in line with new cadence (quarterly commencing August
2025).
2.
Noted no open action items.
Agenda Item 3: Forward Work Plan Item #57 – International Servicing
Presented by s 47F(1)
(Service Design and Innovation) and s 47F(1)
(Social Security
Cross Programs)
Attachment B – Presentation
s 47F(1)
provided an update on the group on the progress of Customer 360 Strategic Shift 1:
International Test Case, first presented to this group in October 2024.
s 47F(1) highlighted the key findings and insights, as detailed in the attached presentation.
s 47F(1)
provided a further update.
The International Servicing Paper was presented to Customer Committee in April 2025, with the
main focus to enhance customer and staff experiences and endorse an MDT to address challenges
and undertake Proof of Concept exercises.
The committee response was positive, acknowledging the work was important and with its own
challenges. However, there is not the funding available to invest in major improvements in this
space, mainly due to the size of the cohort and the other demands on the agency. Instead, inflight
projects already underway across the agency will be explored for improvement opportunities.
There was a commitment from the Customer Committee to stand up an MDT, which is being worked
through in terms of funding, what’s on the backlog and what opportunities are out there to address
those backlog items. Where there are gaps, the intention is to go to PMIC and use Agile Garage to
deliver. This MDT has not yet been established.
s 47F(1)
highlighted that there are known issues with delivery of mail to customers living overseas,
due to postal arrangements in some countries and the decline of international postal services. It has
been identified that email is potentially a more secure option than physical post for customers
overseas.
Page
2 of
5
LEX 87587 - Page 3 of 10
s 47F(1) also raised that there are some existing script-based foreign language letters in Customer
Record than will not work once Windows 11 is rolled out, and the team are looking at how these
letters are moved into OC4, including the agency’s capacity to generate foreign character letters in
the new platform.
Ms Kylie Finnigan requested that the Digital Messaging, Analytics and Quality Branch be included in
any work being undertaken in regard to email and/or customer correspondence, as the Agency’s
Customer Correspondence capability owner
Ms Finnigan asked if there was any work occurring to baseline and measure changes. s 47F(1)
advised that there had not been, and that it was more qualitative in terms of feedback from staff
and agreement partners. Ms Finnigan has offered the support of the Digital Messaging, Analytics
and Quality Branch and Customer Insights reporting to measure improvements across the board, not
just productivity.
Agenda Item 4:
Forward Work Plan #55.1 Enhanced reporting and solution for inappropriate
images
Presented by Ms Renee Kennett – National Manager Operational Support Branch
Attachment C – Presentation
Ms Renee Kennett provided a progress update on the work being undertaken in relation to
Objectionable Material Exposure Prevention.
Ms Kennett described the current state, future state, what’s happening and issues/risks, with key
points detailed on the attached presentation. Ms Kennett highlighted that a large amount of work
has been undertaken, with staff safety a key focus.
In the 12 months ending May 2025, there were 878 reported instances of exposure to objectionable
material, with 128 being escalated through the agency escalation framework. The main reporting
reason appears to relate to crisis payment and physical injuries.
s 42
There is a project underway to consider how the agency can use AI to identify the appropriateness of
images and quarantine. The team is working closely with the Automation branch. As detailed in the
presentation, it was hoped there would be an experiment undertaken by June 2025 in regard to this
however this has been delayed due to the nature of the content that needs to be tested. There has
been assurance that the technology needed to implement such a solution is well developed and
readily out there in the public arena.
The team has engaged the Privacy team and will be submitting a Privacy Impact Assessment (PIA), to
ensure that the proposed solution meets the requirements for reviewing documents provided by a
customer.
Page
3 of
5
LEX 87587 - Page 4 of 10
Ms Sharna Bartley indicated that there were similarities with work they are considering in the Fraud
space and will reach out to Ms Kennett’s team to collaborate.
Agenda Item 5: Adverse Customer Event Response (ACER) Team update
Presented by Ms Louise Hamilton – National Manager Multicultural and Tailored Services
Attachment D - Presentation – ACER team update
Ms Louise Hamilton presented the ACER Team update and highlighted a systemic issue identified
over the last few months relating to a notifiable data breach, as detailed in the attached
presentation.
This issue has implications across multiple business areas and to date the ACER team have not been
able to find a business owner, to follow up on reviews of Operational Blueprint (OB) and guidance
for staff on the use of Adobe.
A discussion was held in the group about how this could impact all parts of the agency where a PDF
file is being shared outside of the agency, not just Service Delivery, and that all staff would benefit
from information about the sanitisation function in Adobe.
Ms Lisa O’Donnell advised that there is an OB for when Customer requests access to their personal
information, where some advice could be added. Ms O’Donnell advised that this OB currently sits
with the FOI and Reviews Branch and will soon be moving over to the Privacy and Personal
Information Release Branch.
Attachment E – Presentation – ACER case study
Ms Hamilton presented a case study to the group, detailing a customer journey relating to delays in
processing their parental leave payment claim due to ICT issues.
It was found that Service Delivery staff followed the required processes as per OB, and the ICT
systems performed in the way they were supposed to in the scenario, however resolution for the
customer was not obtained until after multiple contacts, ministerial and ACER team involvement.
This customer experience highlighted that there is not an adequate process for staff to escalate
matters where the customer may contact multiple times, or resolution of an issue does not seem to
be progressing.
Agenda Item 6: General Business (all members)
No other general business was raised.
Meeting closed 12:00pm (AEST)
Next Meeting: 21 August 2025 – 11:00am – 12:00pm (AEST)
Page
4 of
5
LEX 87587 - Page 5 of 10
Attachments:
Attachment A: Terms of Reference
Escalated Customer
Learning Reference
Attachment B: International Servicing
ECLRG
International Servici
Attachment C: Enhanced reporting and solution for inappropriate
images
ECLRG
Inappropriate mater
Attachment D: ACER Team Update
ECLRG Adverse
Customer Event Resp
Attachment E: ACER Case Study
ECRLG_ACER ECRT
case study 19.6.25.p
Note: To open presentations in PowerPoint (rather than presenter mode), right click > Object > Open.
Page
5 of
5
Robert Williams – GM, Face to Face Services
Symone Anderson – A/g GM, Operations Management
Lauren Callinan – A/g GM Communities
Tony Piazza – GM, Medical Benefits and Veterans
Sharna Bartley – NM, Fraud and Identity Assurance
Bob Lyons – GM, Staff Processing and Enterprise Systems
1
Agenda Item 1: Welcome – Chair (Presented by Mr Brenton Halliday)
Welcome and Acknowledgement of Country.
Welcome new member Rachael Clarke, General Manager, Legal Compliance and Remediation.
Record of meeting (19 June 2025)
1.
Endorsed the Record of Meeting 19 June 2025
2
Agenda Item 2: Review of Action Items (Presented by Mr Brenton Halliday)
1.
Noted no open action items.
3
Agenda Item 3: How does the Agency respond to complaints/system errors Presented by Ms Liberty Davies, National Manager – Smart Centre Operations
Attachment A - Presentation
Ms Davies acknowledged s 47F(1)
as EL2 lead, and Louise Hamilton as part of the working
group.
Ms Davies advised that the dashboard referred to in the attached presentation is newly developed
and suggested that her team could provide more information and a demonstration of the dashboard
at a future meeting, once it has matured.
Ms Halliday queried the approach to managing and taking ownership of the customer experience
where delays are identified, outside of the particular issue. Ms Hamilton advised that work is being
undertaken with Service Delivery on communications, messaging and Operational Blueprint, to
provide clarity on when customer cases should be escalated for case management by the Escalated
Customer Complaints team.
Ms Bianca Ruut suggested that given this issue was previously covered in the SES Forum and
Customer Committee, an update be taken to an SES Showcase to show the great work achieved in
this case. Ms Davies also acknowledged that the team will do so at an appropriate time
Mr Brenton Halliday requested Ms Davies return to the November meeting with an update. Mr
Halliday also extended the groups assistance at any time and can be contacted out of session via the
Secretariat.
Page
2 of
5
Actions Arising:
#68 – Secretariat to invite Liberty Davies to the November meeting for an update and dashboard
demonstration.
4
Agenda Item 4: Legal Compliance and Remediation Division update S
Presented by Ms Rachael Clarke – General Manager, Legal Compliance and Remediation Division
Ms Clarke provided the group with an introduction about the Legal Compliance and Remediation
Division:
• Whilst a newly formed division, a large number of staff have come from work on Robodebt
and from the previous Income Apportionment Branch in the Integrity Response division.
• The division has been formed to create a register of Legal Compliance and Remediation
matters as a single source of truth across the Agency.
• The division largely holds a coordination function, and comprises two branches:
o Legal Compliance and Remediation Strategy – responsible for bringing solutions
together with the Senior Responsible Officer.
o Legal Compliance and Remediation Operations – undertaking some of the
operational work in service delivery to deliver on solutions. For example: income
apportionment, superannuation updates, payment summaries, 52-week lump sum.
• The division has been responsible for managing the Royal Commission recommendations,
which has just been completed.
• A key deliverable of the division is a register of known issues across the agency. The division
has consulted broadly, and a register of 160 issues has been created. These were initially
identified at 470, reduced largely due to duplication, issues resolved over time or not closed
off. Some of these known issues are large like income apportionment, some smaller like
system updates.
• A report is prepared for the CEO, one page per issue, plus a playbook has been created.
• ANAO have been provided the playbook to review, with positive and minimal feedback.
• A board has been created, with offers extended to the Ombudsman and Policy departments
to be on the board. Whilst so far declined, they have expressed willingness to attend and
speak to the board on particular and relevant issues where required.
• The board is working very well, allowing for robust discussions and prioritisation with an
agency wide focus.
• The playbook and other information has been published on the Legal Compliance and
Remediation Hub
• The division will soon start reaching out across the agency more broadly, to ensure
awareness that branches and teams should register new issues.
• An evaluation piece is another critical component of work for the division, looking for
patterns to identify and prevent legal compliance issues.
Mr Halliday requested a standing agenda item at each ECLRG meeting for Ms Clarke to provide an
update to the group on the work of the Legal Compliance and Remediation Division.
Actions Arising:
#68 – Secretariat to add Legal Compliance and Remediation Division Update as a standing agenda
item for future meetings.
Page
3 of
5
Agenda Item 5: Adverse Customer Event Response (ACER) Team update
Presented by Ms Louise Hamilton – National Manager, Multicultural and Tailored Services
Attachment B - ACER team update
The ACER team update has been provided for members to review out of session.
Ms Hamilton provided an update to the group on the Adobe sanitisation issues, previous discussed
with the group. The ACER team has now partnered with End User Computing and the Enterprise
Architecture Branch to better understand the risks with sanitisation processes in Adobe and are
continuing to work with TDP on a resolution.
Ms Hamilton advised they have captured most users of this function, and relevant Operational
Blueprints have been updated. Ms Hamilton advised the group to contact if teams are using this
product and are concerned about privacy.
Case Study
Presented by Ms Rosanna Arena, National Manager and s 47F(1)
, Director – Social Work
Services
Attachment C – Social Work Case study presentation
Members are advised that the attached case study is a real customer story, with some aspects that
may be upsetting. Members are encouraged to reach out to any members of the Social Work team
or other supports if needed.
Ms Bianca Ruut provided the group with visibility of a piece of work being undertaken on uplifting
the understanding of human centred design, and how it can be applied in everyday life when
interacting with customers and suggested that this case study would be of relevance to this work.
Ms Arena advised that the Social Work Services Branch is connected in with this work.
Ms Hamilton advised that this links in with some tailored services work currently being undertaken
with Operations Management Division to work through higher level tiered training for Service
Officers to identify and refer vulnerable customers and advised that this would be brought back to
the group for a progress update also.
Mr Brenton Halliday requested the Social Work Services Branch return to the November meeting
with an update.
Actions Arising:
#70 - Secretariat to invite Rosanna Arena and s 47F(1)
to the November meeting for an
update.
Agenda Item 6: General Business (all members)
No other general business was raised. No matters identified for customer committee.
Page
4 of
5
