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Author Halligan, J. (John)

Title The Centrelink experiment : innovation in service delivery / John Halligan, Jules Wills.

Publication Info. Acton, A.C.T. : ANU E Press, 2008.


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Description 1 online resource (xvi, 218 pages).
Series ANZSOG Monography series
ANZSOG (Series)
Bibliography Includes bibliographical references.
Contents Introduction: Centrelink as a field of study -- Designing a delivery agency -- Centrelink's development -- Strategies and management structure -- Leading and managing change -- Reinventing service delivery -- Governance -- Relationships with client departments -- Entrepreneurship and challenging boundaries -- Lessons from Centrelink's formative years.
Summary "Centrelink was established in 1997 as part of the Howard government's bold experiment in re-framing social policy and re-shaping service delivery. Centrelink was the embodiment of a key tenet of the Howard vision for public service: a specialised service delivery 'provider' agency separated from the policy functions of the 'purchaser'. Carved out of a monolithic Department of Social Security, Centrelink was established along 'business lines' operating 320 service centres and delivering payments to 10 million Australians. Although enjoying 'monopoly provider' status, the organisation was required to deliver services to many different clients on behalf of its 'purchasing departments' (up to 25 in total) under the terms of quasi-contractual service agreements. It was meant to demonstrate a greater level of both transparency and accountability for the administration of payments amounting to over $60 billion of Commonwealth expenditure. For many years there was a real 'buzz' around the Centrelink experiment and staff and clients were generally enthusiastic about the transformation. However, after around eight years, the experiment was reined in and Centrelink was placed under closer ministerial direction and under a new managing department. The experiment continues, but its trajectory reflects the different pressures impacting on such dedicated 'services delivery agencies'."--Publisher's description.
Note Print version record.
Subject Australia. Centrelink.
Australia. Centrelink. (OCoLC)fst01911686
Administrative agencies -- Australia.
Public welfare administration -- Australia.
POLITICAL SCIENCE -- Public Policy -- Social Security.
Administrative agencies. (OCoLC)fst00796723
Public welfare administration. (OCoLC)fst01083346
Australia. (OCoLC)fst01204543
Added Author Wills, Jules.
Added Title Innovation in service delivery
Other Form: Print version: Halligan, J. (John). Centrelink experiment 9781921536427 (OCoLC)298641935
ISBN 9781921536434 (electronic bk.)
1921536438 (electronic bk.)
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